I'd like to share my experience with Verizon over the past couple of days.
I hope you'll take the time to read this, to understand my level of frustration, not just with the phone, but with the lack of support at every level here.
Over the past two weeks, I've been experiencing the following issues with my S22 Ultra:
- incoming calls going directly to voice mail; no notifications
- unable to make outgoing calls
- when an outgoing call does go through, the person cannot hear me, then call is dropped
- zero or low bars, no internet connectivity (signal strength -100dBm)
Here are the steps I've taken:
Friday 2/2
- Called tech support. Spent almost an hour. Diagnostics ran, reset done.
- Problem not fixed, and was told a new phone would be overnighted
- After a long wait, was informed S22 was out of stock and he was escalating my call.
- No hand off, no debrief. Had to start back at the beginning with new tech.
- Confirmed S22 out of stock....I'd receive an email in 3-5 business days telling me when it would be back in stock.
- Spoke with a supervisor who told me the same thing. I asked about an upgrade to S23, since S22 was no available and was told NO. (so now, another week without a working phone)
- Suggested I go to Verizon store for support
- Nothing else they could do. Was assured I'd get a call back...never did.
Saturday 2/3
- 12:00 pm appointment at Verizon in Avon MA.
- Kim (clerk) said they should have upgraded me to S23, since S22 is out of stock. She then called tech support and left me to speak with them. (why did i bother coming to the store???)
- Connected to eSIM and physical SIM removed. Assured this would address the problem. Woman on phone said she would call back in an hour to see how things were going....I never received a call back.
- Left store, started home, same problem....took several tries to make a call and once connected it dropped....twice
- Returned to store. Kim (same person as before) called put me at a table, dialed tech support and walked away. I was on with them for 40 minutes....over 30 of which I was on hold. I asked Kim about this and she suggested I home and call from there. I asked if no one in the store could help me and she answered NO and walked out back. Never saw her again.
- Please note here that there were several clerks in the store.....no one offered to help. They would not even acknowledge me.
- Hung up after being on hold for 40 minutes and asked another clerk about the offer to upgrade to S24 Ultra. He acted completely annoyed and told me my bill would be $200/month to upgrade. I've been with Verizon for over 25 years....asked if that was the only offer they had. When he said that was it, I indicated I'd be moving to TMobile and he said "OK". His name was Maurice, if someone would like to coach him on his (lack of) customer service skills. Verizon store in Avon, MA. Kim too, as she just walked away from me and hid out back.
- Came home and have been in a chat on X for three hours! I've been passed to three different reps. Each one assuring me they will get this taken care of.
- Being told I need a replacement phone and neither the S22 nor the S23 are in stock.
- Transferred from Wendy, Erik and Dafne.
- After three hours of working on getting a replacement device, Dafne is now back to trying to troubleshoot and I'm being told they need to send a network validation request that takes 10 business days to be resolved.
- Now, after four hours, I'm told that they cannot replace with an S24, there is no S22 or S23 in stock, so I just have to wait for a refurbished phone. I am NOT interested in a refurbished phone.
I spent six hours on my Saturday with no resolution. No one can fix my phone and no one can tell me when a replacement will be available. How is this acceptable?
Is there anyone at Verizon that I can speak with to have this issue addressed?
