Would like to file a complaint

[jtm45]

I would like to lodge a formal complaint.

I'll start that in the end, it appears that my issue is possibly resolved.  I won't know as the replacement device won't be here for 5-7 days.  The experience to get this far has been atrocious.  

My son received an apple watch for Christmas to use as a stand-alone device.   It worked fine for a few days but now will not connect to the cellular network.  

Day 1 - 1/17/24

Call #1 - was with Jerome.  Very nice, but the call took 3 HOURS.  Multiple reboots/resets and even a new eSim.  He was not able to resolve the issue of the cellular connection.  We then started the process of a replacement watch.  However, he had to connect me to Apple support to get the Find My application turned off.  Jerome said he would call me back in 15 minutes...that never happened.  So I called back in.  Total call time 3hrs, 3min.

Call #2 - Hazel answered this time.  She tried similar steps to resolve.  I told her we did this already, but she said it was protocol that she had to try to resolve the issue first in order to start the process of replacing the watch.  She was not able to resolve of course, so she stated to do the replacement, I had to speak with someone in the "Advanced Tech Team."  So I'm transferred to that team and where "Perla" answers.  AGAIN she has to follow protocol to try and resolve the issue.  I told her I didn't have time for this as I have other things I need to do...you know like work and other life responsibilities.  She said she would call me back at a time that I designate.  I tell her 8:30 central.  She agrees and we hang up.  8:30 comes and goes.  I decide to call in at 8:55pm.   Total call time:  54 minutes

Call #3 - I get Ivy this time.  Talk to her for roughly 10 minutes (starting to go down the entire process again) and see I am getting a separate call from Verizon support.  Hot dang Perla is calling me back!  Total call time:  10 Minutes

Call #4 - Perla called me back.  One of the first things  she says to me is "If we say we will call you back, we will call you back."  I kindly explained that Jerome said he would call back and never did.  Again, we go through all the re-pairing, resetting, and new eSIM process.  To no avail.  Again, It was stated that this was protocol to go through this in order to request a replacement.  After we do this, Perla then tells me that I should go to a Verizon store to get the best device possible (guaranteed new, not refurbished).  Why did I just spend all this time on the phone is that was her great resolution to this?  Total call time: 43 minutes

Day 2 - 1/18/24

Chat #1 - Chatting with Charla.  Explain I just want to get a replacement. As I don't have the time to go into a store.  The experience at our Verizon stores locally has been nothing short of excruciating so I try to avoid that like the plague.  She then also says that she has to go through the protocol of trying to fix the issue.  There has to be notes on my account that this has been done multiple times.  But why not get on this merry-go-round again.  It's a new day, you never know...maybe the EXACT SAME STEPS will work this time.   Of course it doesn't.  So Charla said she would have to hand me over to someone in the "Advanced Technical Team."  At this point I say forget it.  I have to get to work.  I want someone at Verizon to Call me at 10:30am Central Time to "Issue me a replacement".  No more, No less.  Charla says she can send me a link to schedule a call back, but she can schedule a call.  Whatever, just send me the link.  She sends it, I set up the call for 10:30.  Total chat length:  42 minutes

Call #5 - Russell from the "Advanced Technical Team" actually called me back at exactly 10:30.   So,  that is a positive.  Of course we have to go through the "protocol" again of trying to resolve the issue.  It's like the movie Groundhog day.  Reliving this horrible experience over and over.  Of course, the issue is not resolved.  And finally, by the grace of God, Russell is able to issue a replacement!  But it will take 5-7 days to get here.  It has to be released from the warehouse before they can ship it.  Once I receive it, I need to wait for a call from Rusell on 1/24/24 to try and activate the new watch.  I am not supposed to try it on my own.   Total Call time:  48 minutes

So now I wait for this replacement watch to show up.  And then hope that I receive a call back.  

The fact that Verizon considers this Customer service is ridiculous.  I have spent a total of approximately 6.5 hours working with their customer service.  I work in the customer service field (different industry).  If this was our customers experience, I would be embarrassed and appalled.  

Verizon - Do better

[vzw_customer_support]

We're terribly sorry for all the issues you have been through. This process definitely took a longer time than what we hoped for jtm45. Every time there is a technical issue we do have to follow troubleshooting steps however, this doesn't mean that the customer should go through the same thing hundreds of times. There should be detailed notes on the account of the steps that have been already completed. I will be more than happy to uplift this experience so that we can work on this not being an issue again in the future. 

~Ivone

[jtm45]

Thanks Ivone.  Clearly some additional training needs to take place.  For customers that go through this type of experience, I think there should be some sort of reparations.  Some sort of credit or discount on the next bill. 
I spent the equivalent of almost a full work day trying to resolve this, and still need to wait a few days to get a device that hopefully works; and will need to spend more time setting it up...all while still being billed for the line that the watch is attached to.  

[vzw_customer_support]

We thank you for taking the time in letting us know your experience jtm45. This type of feedback allows us to learn from our mistakes and provide a better experience for our customers. Credits are provided when there is a billing error on our end, however rest assured that your feedback will be submitted. 

~Ivone