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Unhappy new customer...poor customer service
Mikem2572
Member

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.

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Re: Unhappy new customer...poor customer service
acraftylady2
Sr. Member

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.

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Re: Unhappy new customer...poor customer service
Mikem2572
Member

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.

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Re: Unhappy new customer...poor customer service
acraftylady2
Sr. Member

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.

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Re: Unhappy new customer...poor customer service
Tigerstep
Sr. Member

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. 

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Re: Unhappy new customer...poor customer service
Mikem2572
Member

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

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Re: Unhappy new customer...poor customer service
Mikem2572
Member

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?

Re: Unhappy new customer...poor customer service
Mikem2572
Member

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

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Re: Unhappy new customer...poor customer service
acraftylady2
Sr. Member

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.  

Re: Unhappy new customer...poor customer service
vzw_customer_support
Customer 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? 

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