I am having a very hard time with customer service through chat. I was given false promotions, false information through chat. The person impersonated herself as being awarded consecutively 5 times for best customer service and assured me a phone in a plan. I wasn't ready to chose which color - she mentioned she will create account and asked me to come back later. When I came back again, I was told that phone isn't eligible in the plan. The previous agent everything is documented but the second agent said there are no notes.
Then I needed to start over and create another account - now I asked if trade-in promotions are available in the plan I am looking for but the agent said I have to upgrade my plan to get trade-in promotions so I ordered whatever that agent offered. Later my friend mentioned something different - I went to website and realized trade-in offers are available in the account. So, I had to re-order again. Chat option is Verizon is horrible, total waste of time and you will end up losing your valuable money and promotions.
On a positive note, online (website) experience is good and customer service through phone is also good. Whatever I talked over phone were recorded , documented on notes and whatever response I had through phone appeared to be consistent.
Verizon should consider this as serious feedback and fix the issues in chat experience. I am hoping they hear me, compensate us for issues like this.
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