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This experience is getting confusing and I am getting mixed messages
odmorales
Member

This Verizon experience is becoming nothing short of a nightmare. I have been a loyal Verizon customer for over 15 years, but this service is a problem.  I preordered my Note 7 and then a few weeks later we learned that we had to return our phones.  Since this couldn't be done online I had to drive over 200 miles one way to the nearest store only to receive the worst customer service and to be eventually yelled at by the store manager.  This was nothing short of traumatic and to add insult to injury I had to pay extra taxes because the tax rate changed at the store.  Now I am being forced to return the phone again.  I tried to do it online and buy an exchange phone but after wasting an hour of my time chatting with an agent we got no where except that I could get another phone, but I would have to do a payment plan and change my data plan when I bought the phone on contract and then suggested that I call Customer Service.  So today I tried to call customer service and I told her about my traumatic experience in the Verizon Store, but she said that I was required to return to the store in order to return the phone.  She tried to call a store but we were both on hold for over 45 minutes at which time I told her I needed to return to work.  She promised to call me when she got hold of the Verizon store but I did not receive a return call.  So now I'm beyond frustrated and I feel like I am being punished for purchasing a faulty product and the only way to return the product is to spend 4 hours being yelled at in a cooperate store after a 4 hour one way drive.  I am trying to do the right thing and return the phone and order a replacement, but does it have to be so difficult.  By the time I'm done with my gas to go to the store and my time I could by a brand new phone.  This doesn't seem fair.  Why am I being punished for a faulty product?

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Re: This experience is getting confusing and I am getting mixed messages
odmorales
Member

I can tell you that this process seem to be getting worse and Ive spent countless hours on the phone and then ordered a replacement had that order canceled and now I have to wait an additional week and I think I'm going to have to fight to get my activation fees back and my taxes  and now I'm not sure if I will get my box to return my note 7.  This process has me so frustrated and I feel like Verizon doesn't care.  My money says that there won't be an attempt to contact me personally to resolve this.  Its like Verizon is saying to me you have been a loyal customer preordered a phone went through hell and drove 200 miles to return the phone and now we are going to make the rereturn next to impossible.  I have never had issues with Verizon until this.  Most of my lines are eligible for upgrade maybe AT and T is calling my name  I did call this morning I'm late to work and no I am not satisfied with the answers.  I feel like I'm trying harder than Verizon to make this work.  Like I said I think that they have stopped caring for their customers

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Re: This experience is getting confusing and I am getting mixed messages
mama23dogs
Sr. Leader

You have been given a lot of faulty information.  Don't bother with the drive, they won't take the phone.

Check out this thread. Verizon doesnt want my Note 7 back

Lowsaturn just got his refund, and bought a new phone.    He may have tips on how to order and get your return box PDQ.

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Re: This experience is getting confusing and I am getting mixed messages
Predator7
Novice

Very confusing and frustrating..........

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Re: This experience is getting confusing and I am getting mixed messages
mama23dogs
Sr. Leader

Agreed. 

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Re: This experience is getting confusing and I am getting mixed messages
rashadm_vzw
Verizon Employee

We would never want to see you confused or frustrated Predator 7. We definitely want this process to be seamless for you. Is there something specific that we can clarify? What trouble are you having? Please provide additional details so we can provide the assistance you need.

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Re: This experience is getting confusing and I am getting mixed messages
hallmail
Member

This has been an absolute nightmare for me as well....I use this phone for my job, my account is a business account with 10 lines and internet services. I have bought a brand new note every year for last several years.

I am now stuck with a phone that I constantly worry about (note 7), have a phone that is on "order" with overnight shipping that has YET TO EVEN BE PROCESSED, because it is STUCK on HOLD status and nobody seems to know why and how to fix it......LG V20 btw.

So I'm sitting here, waiting on this to "fix itself" as they so awesomely told me to do via verizon customer support.....Been with verizon for several years and this almost has me ready to jump ship.....btw this phone was ordered 10/20 with overnight shipping....it's now 10/26 and hasn't even been processed to be shipped yet.....pitiful...

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Re: This experience is getting confusing and I am getting mixed messages
mama23dogs
Sr. Leader

All carriers offered to except a return/exchange for any phone in stock.  Placing an order wasn't part of the deal. 

Dont know what the hang up is, other than a lot of people ordered the phone.   You might call and check to see if all is as it should be.

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Re: This experience is getting confusing and I am getting mixed messages
hallmail
Member

Well the Verizon Retail store I bought my note 7 from handled the entire transaction. We were in the “waiting” for the phone to arrive stage when we realized the phone still hasn’t shipped……they don’t carry this phone in store anywhere it seems.

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Re: This experience is getting confusing and I am getting mixed messages
mama23dogs
Sr. Leader

I don't think it is in stores till the end of this week.

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Re: This experience is getting confusing and I am getting mixed messages
odmorales
Member

I can tell you that this process seem to be getting worse and Ive spent countless hours on the phone and then ordered a replacement had that order canceled and now I have to wait an additional week and I think I'm going to have to fight to get my activation fees back and my taxes  and now I'm not sure if I will get my box to return my note 7.  This process has me so frustrated and I feel like Verizon doesn't care.  My money says that there won't be an attempt to contact me personally to resolve this.  Its like Verizon is saying to me you have been a loyal customer preordered a phone went through hell and drove 200 miles to return the phone and now we are going to make the rereturn next to impossible.  I have never had issues with Verizon until this.  Most of my lines are eligible for upgrade maybe AT and T is calling my name  I did call this morning I'm late to work and no I am not satisfied with the answers.  I feel like I'm trying harder than Verizon to make this work.  Like I said I think that they have stopped caring for their customers

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