WHY DOES VERIZON INSIST ON GIVING TERRIBLE CUSTOMER SERVICE
Unhappycustomer10000

Terrible time with Verizon and Samsung. Bought a new S5 two months ago and it worked like a charm then they sent out an update for VISUAL VOICE AND HD/VOLTE for Verizon via Samsung and my nightmare began and still has not ended. The update caused my phone to use WIFI and 4G at the same time and my data was being used up and I have almost met my limit for the month when I thought I was not using DATA. Spent hour or more with the technician, reloading and working on setting she said I needed a NEW phone. I took this literally since I had just bought the thing a month before. But NO they sent a refurbished phone, this phone was DEFECTIVE it would not read the SIM card. Called back spoke to a customer rep that could do nothing, then a so called Manager said she would send me a new phone that was NEVER USED and a replacement cover. The original had cost me 24.99 AND after removal on two phones it now had lost its stickiness. The next replacement phone could NOT read the SIM card and when I called back they had no record of the cover replacement in the system. I attempted to call the manager at the number she gave me and the phone was disconnected. I told them I would return both phones and go back to Costco and get a NEW working phone. Took two hours due to long line back to Costco and got a NEW phone, and new cover. COSTCO KNOWS HOW TO GIVE CUSTOMER SERVICE.. My new phone worked fine Until TODAY the newest blue-tooth update FROM SAMSUNG. I denied the update but the message kept popping up every second EVEN THOUGH I TOLD IT NO AND GAVE IT COMMAND TO CHECK BACK IN 10 HOURS. I was sending a text and it popped up again and by accident I touched the update button and the Update began. My battery was nearly dead and I ran around trying to get the phone on a charger so things would not crash. 15 min later when I looked at my phone my NEW PHONE WAS USING WIFI AND DATA at the same time ALL 4 ARROWS UP AND DOWN. I called to Verizon again they had me turn off the DATA in settings as the solution. SO TO SEND A TEXT MESSAGE I WOULD TYPE IT GO TO SETTINGS GO TO DATA TURN ON DATA SO THE MESSAGE WOULD SEND THEN HAVE TO GO BACK TO SETTINGS AND TURN DATA BACK OFF. THIS PHONE IS THE PITS. I called back this evening because I found out the phones were delivered and asked if I could talk to the technician who said he would get back with me and who said he would credit my account. AND THEY HAD NO RECORD OF THIS CONVERSATION. While this was going on I also kept getting numerous text from Verizon telling me that $500 plus dollars would be charged to me for the phone they had yet to get BUT THEY HAD BUT HAVE 6 TO 8 DAYS TO SCAN THE PRODUCT BACK INTO THEIR SYSTEM. WASTED MY TIME filing a complaint with USPS of the where-about of the phones before my account is charged $1000 plus dollars. THEY HAD IT! I WASTED TWO MORE HOURS OF MY LIFE TELLING THE STORY AGAIN AND I found out that they had THE TWO PHONE and find that the technician who said he would call back and would credit my account $40 dollars for my hassle had also lied and never even filled anything about our conversation and had not given me the credit. I am told that the technician did not give me a credit nor would THIS NEW CUSTOMER SERVICE REP. Then I had to get another supervisor telling him of this terrible ordeal and another 2 hours of my life wasted telling them of the defective phones and UNINSTALLING THE FAILED VISUAL VOICE MAIL...BECAUSE IT KEPT GIVING WE CAN NOT CONNECT CALL VERIZON, CHECKING SETTINGS DISABLED CALLER ID , DISABLED MOST APPS LIKE CLOUD ALL VERIZON CRAP ...THIS ENTIRE ODEAL HAS MADE ME ILL... I predict that Samsung and Verizon will not be in business very long if this is how they treat customers. It cannot be very cost effective to have 12 hours of people wasting time with customers and doing nothing for them. I give it a few years when the other competitors provide good service all of us will jump ship. When my two year contract is up I am gone. WHEN I DOWNGRADED TO THE OLD VOICE MAIL I WAS TOLD THE OLD SYSTEM CAN NOT GIVE YOU THE DATE AND TIME SOMEONE CALLED...I suspect because they want you to buy the new 30 day Visual Voice Mail (WHICH CAN) so they trashed the old one...THE LAST SUPERVISOR SAID THE 4G AND WIFI USAGE IS BY DESIGN..I suspect to enhance their bottom line when you use DATA when you think you are using 4G no way to tell now all the 4 arrows go at the same time. SO UNLESS ENOUGH OF US COMPLAIN


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Re: WHY DOES VERIZON INSIST ON GIVING TERRIBLE CUSTOMER SERVICE
acraftylady
Specialist - Level 2

You really should try to paragraph if you want people to read your rant. Mary

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