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Unhappy new customer...poor customer service

I brought my unlocked Galaxy s21 ultra from tmobile on June 8th and i thoroughly regret my decision. First of all, come to find out that advanced messages (RCS) is only available on a phone 3 years old and customer service has no answers. I spent a lot of money on this phone and i expect all the features to work. Secondly, because my phone is unlocked, i can't subscribe to call filter plus which is garbage. Lastly, i had rebates from switching and it is really going to take 8 to 10 weeks before they process? That is ridiculous. Didn't have any of these problems on tmobile. For a company that claims they are number one in their field, they are sure behind t-mobile and at&t. Spoke with NUMEROUS customer service reps and no one ever has an answer for me. Im told with rcs that my phone is not compatible despite being the latest and greatest. Regarding rcs, im told because my phone is unlocked, its not compatible. UNACCEPTABLE!!! A simple software update would fix all these issues. If none of this can be fixed, i will be taking my business else where.

Comments

acraftylady2

If you would have searched the forums before moving to verizon you would have found all this out. Verizon doesn't guarantee all features will work on unlocked phones. Better off going back to t-mobile if you need those features.

Mikem2572

Correct, i didn't do my homework. However, considering they charge more than everyone else and claim they are the best, you would think that they would be up to par with everyone else. I paid a lot for my phone and service so i expected to be able to use all the features. So yes, i will be switching back to t-mobile. Thanks for the advice.

acraftylady2

Seems like Verizon is a different creature when it comes to unlocked phones. Other carriers must allow all the features to work and Verizon chooses not too.

Doggo

I have an unlocked S20 and I did research before buying it. Verizon has always been iffy when it comes to unlocked phones. Not having carrier bloat and only being a Verizon customer because of them absorbing Alltel gave me no incentive to have a Verizon phone. Having an SD card slot still unlike the Verizon version was worth more than some features I don't use.

As another poster mentioned, go back to T-Mobile or possibly AT&T.

Mikem2572

That is exactly what i will do. Thanks for the advice.

Mikem2572

My main issue at this point is customer service not being able to answer a single question or unable to resolve anything. The answer is always use messages + or reboot your phone, do a network reset, or do a factory reset. Thats my major issue. I worked for geek squad in the past. I get it they have scripts they follow, flow charts, suggested actions etc... but does anyone there actually know what they are doing?

Mikem2572

I even flashed the Verizon firmware to see if it would help. No dice

acraftylady2

I use android central for most help instead of calling Verizon unless it would be a billing or account issue. Other users there for my model phone are most helpful and knowledgeable.

Verizon_Support

Good morning. I understand your discontentment. I'd certainly feel the same way. I assure you, we do all we can for our customers. Have you spoken to the old carrier about the device? Also was the rebate/promotion entered?

Verizon_Support

This is the last thing we want you to do. We would be sad if you left. I am a consumer myself so I understand wanting to make sure that you are able to use all your features. Can you tell me more about what is going on so I can help? -Amber

Mikem2572

First of all, all features worked great with old carrier, its Verizon not supporting advance messaging on any phone other than a 3 yr old phone. Second, rebate has been entered and set to be processed in end of july. Why so long to process a rebate. Thats ridiculous.

Heres what i get when i try Rcs:

Verizon_Support

Mikem2572, we always want to make sure that you can get the best help possible! So we can work on this, please send us a Private Message for better assistance!

JoseL_VZW

Mikem2572

New here.. not sure how to pm

Mikem2572

I really need Advanced messaging to work. Its ridiculous that it only works on a phone that is 3 yrs old. I paid a lot of money and switched because i thought that, being number 1 carrier, that all my features would work just like with T-Mobile. Now i wish i never switched. Not to mention 8 to 10 weeks just to process a rebate? Thats ridiculous. Thats a big reason i switched and i can't even use the money from the rebate to pay my bill and purchase items? And lastly its garbage that i can't use call filter plus on an unlocked phone. Had no issues with this on Sprint or T-mobile. Thats ridiculous for a company that is the biggest and supposedly number 1 provider. If these issues cannot be fixed, advanced messaging being priority, I'm switching back. I've worked tech support, should be as easy as flipping a switch or a small firmware update.

Verizon_Support

Mikem2572,

I know how exciting it is when you get a new phone, and I can certainly understand why you would be frustrated to find that some features do not work. While we strive to offer as many features as possible, it is true that phones purchased through other providers may not be compatible with all Verizon features. This is because they were not designed with our network in mind, and so there may be some features that do not fully work on your device.

While I can certainly understand your frustration regarding the rebate, the rebate process does take time. I am confident that after 8-10 weeks, you will receive your rebate right on schedule.

Thank you,

Michelle_VZW

Mikem2572

@vzw_customer_support
wrote:
Mikem2572,

I know how exciting it is when you get a new phone, and I can certainly understand why you would be frustrated to find that some features do not work. While we strive to offer as many features as possible, it is true that phones purchased through other providers may not be compatible with all Verizon features. This is because they were not designed with our network in mind, and so there may be some features that do not fully work on your device.

While I can certainly understand your frustration regarding the rebate, the rebate process does take time. I am confident that after 8-10 weeks, you will receive your rebate right on schedule.

Thank you,
Michelle_VZW

That is not true at all. An unlocked galaxy, direct from Samsung is designed to run on ANY network right out of the box, the problem is Verizon wants to force you to buy one of their branded phones, other carriers do not do this. As far as call filter plus, i can do without. Here is my frustration with customer service. You guys are not listening to what I'm telling you. The sticking point is the advanced messaging. And dont tell me again how wonderful messages + is...its a horribly ugly layout and rcs does not work unless the other person is a Verizon customer. Advanced messaging Works on every other carrier. But only on a 3 yr old phone at Verizon? Thats my problem and thats what i need. Forget it, i am going to the T-Mobile store tomorrow to switch back. Obviously no one is going to fix this when i know its as simple as flipping a switch or a small software update. And i will be filing a FCC complaint. My suggestion, escalate this and the many other posts regarding advanced messaging to someone in charge so they can see how upset people are about this and why people are switching back to old carriers.

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