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CUSTOMER SERVICE EXPERIENCE 10-27-2020
et55
Member

Hello! 

Please give it immediate attention.  On 10/27/2020 I had the worst customer service experience with Verizon in all these OVER 20 YEARS being a Verizon Customer.  I would like to point out that I have NEVER had a bad experience dealing with Verizon Customer Service before.  I have always been respectfully treated and assisted. 

On 10/27/2020 I contacted Verizon through chat and explained that last week I went to a Verizon store, bought a phone, returned on the same day and was charged $50 restocking fee.  Since the fee was charged on my AMEX card, it could not be taken care of through the Customer Service, which I was fine with.  I ended up purchasing a new phone in a different store and was charged $40 upgrading fee (which I understand it is standard and I was also aware of before purchasing a new phone) and $17 protection fee (which I declined but there is still a $3.29 in my account).  Due to the pandemic and the whole world being financially impacted, I asked the agent if anything could be done about the upgrading fee and an explanation on the $3.29 protection fee charge. Here is what the agent answered: “IT IS A VALID CHARGE AND CAN’T BE WAIVED”. I then explained it was waived for me before and the answer: “SINCE YOU MENTIONED IT WAS WAIVED BEFORE, YOU ARE AWARE THAT THIS FEE IS A VALID ONE AND CAN’T BE WAIVED EVERY TIME YOU UPGRADE A DEVICE”.  The agent also repeatedly wrote (as it was copied and pasted over and over) “THIS IS A STANDAD PROCESSING FEE WHICH IS NOT ROTINELY WAIVED” and “THIS FEE IS A VALID AND WE ARE PROHIBITED TO PROCESS ADJUSTMENTS OVER VALID CHARGES”.  I then asked him to please forward the chat to the supervisor on duty, which the agent refused and to email me a transcript of the chat interaction which was also refused.  I then took screenshots of the whole interaction.  I do not understand how an agent can state something can't be done or it is “PROHIBITED” (as was written to me) if this is false information. 

I would like to state that I do not routinely request fees to be waived.  Please check my records.  A couple of months ago, my wife needed a new phone because her Motorola phone stopped working after two years of use.  We then requested a waiver of the fee, that was processed.  A few weeks ago, I started to have issues with my old Samsung J7 and decided to upgrade it.  As previously mentioned, I first purchased a phone that I ended up returning on same day and was charged $50.  Based on what is going on our economy recently I would have hoped for a little more sympathy, respect and consideration to a 20 YEARS+ customer.  After this interaction I just felt sad, unappreciated and disrespected.  I have never had such a bad experience with Verizon customer service before. 

Thank you for your consideration,

Ed.

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Re: CUSTOMER SERVICE EXPERIENCE 10-27-2020
9wood
Sr. Member

I agree with you I for one don't understand this upgrade fee and think it's wrong to further penalize a customer with the privilege of getting a new phone also question what exactly is this upgrade from my experience not much difference between new model phones for example

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Re: CUSTOMER SERVICE EXPERIENCE 10-27-2020
vzw_customer_support
Customer Support

et55-

Your 20+ years of loyalty means the world to us so I apologize that you had a negative experience. It is important for us to make sure you are always treated with the utmost respect at all times. Upgrade fees are a one time fee that apply when you upgrade to a new phone. You can confirm this at the following link (See #2) https://www.verizon.com/support/upgrade-device-faqs/

While this fee is only waived if the phone is returned within 14 days of purchase date, we can review your account for options on how to offset this charge. Please respond to my Private message.

 

-CarmenT_VZW

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Re: CUSTOMER SERVICE EXPERIENCE 10-27-2020
9wood
Sr. Member

Begs the question why are you charging a fee for the privilege of getting a new phone

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