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7 different reps and 4+ hours just to upgrade phone
GMurf
Member

What a day. Decided it was time for an upgrade as my current device is old and really not working properly. Gave Verizon wireless a call. Waited on hold for about 15 min before a pleasant sounding gentleman picked up. He gave me his name, I gave him my name, explained what I needed and was promptly hung up on. 

Called back. Waited on hold for 26 min. Another pleasant sounding voice finally picks us. She gave her name, I gave my name, explained what I needed, she said no problem and we started looking at upgrade options. Hey, now we're getting somewhere! We talked options, pros cons of different devices and storage capacities. While looking at my account she asked if she could put me on a brief hold while she looked into my upgrade options. I was on hold for another 5-7 min when a different person picked up the call, asked my name and how he could help. No record or notes from my previous two conversations so we started over. AGAIN.

This nice gentleman's name was Matt and he was super helpful. Educated me on all of my options and helped me choose just the right device for my needs. He even told me about the 40 "device dollars" I had on my account that I could use towards the new phone, the free 2 day shipping was eligible for, and that he would waive the $40 upgrade fee! It was really happening. We got so close. The final step was to take my CC to cover the taxes but unfortunately the system that handles CC payments was apparently down so my order could not be completed. Matt apologized profusely, told me the order was saved and that our whole conversation was documented in the notes associated with my account. He offered to call me back when the system was up and running again or I could try to open the link he sent from a computer as the CC system can be finicky about phones. According to my call log this whole morning exercise in futility lasted a total of 1 hour and 45 min. 

Fast forward a few hours and I'm able to access the link from a laptop and I'm ready to finalize this order. Another call to Verizon. Another 10-15 min hold only to be connected to a rude woman who was obviously bothered that I'd called and audibly irritated by my request to purchase a new device. I was told that there is no record of my order. No notes containing the details of my earlier call. The 40 device dollars have also mysteriously disappeared and apparently neither she nor Matt were authorized to waive the $40 upgrade fee. Ok. So I ask what my "new" upgrade options are, we discuss some of the options that are available to me, I state which device I'm interested in, and she asks if she can put me on a brief hold while she looks a little closer at my account. I warily agree and after about 5 min on hold a DIFFERENT PERSON picks up, says hello, asks my name and how they can help. And, you guessed it dear reader, there was no record of my previous call, no order, no notes, no device dollars, no nothing. At this point I'm ready the throw the phone out the window and cancel all accounts with Verizon but this very nice young lady apologizes profusely, answers all of my questions, tells me that it's not a big deal to just start another order and that she can get this thing done lickity split. So we start from the beginning. AGAIN. We talk devices, we talk GBs, we even talk colors! She asks if she can put me on a breif hold while she tries to see where my 40 device dollars may have gone. I very reluctantly agree and after about 5 min on hold I am hung up on.  This afternoon exersize if futility, again according to my call log, lasted 1 hour and 15 min.

That's a total of 3 hours spent on the phone being shuffled from person to person, being spoken to very rudely, being hung up on, being given the runaround, hearing wildly different information about what promotions and incentives were available to me, and I'm no closer to completing this order than I was when I woke up this morning. 

Feeling frusturated but not defeated I decided that perhaps the MyVerizon app on my phone might have a better chance for success. I try the chat option and enter into an hour and a half text thread with a gentleman named Emmanuel. This time it works. Mostly. Emmanuel waives the upgrade fee, finds my device dollars, navigates the the obviously confusing CC system, looses my device dollars, quotes me a final price $100 higher than it should be, corrects the error, processes the payment, again the the device dollars dissapear but at this point I just want to be done with this. He assures me that if I click "complete payment" that the $40 discount will appear. I do and it dosen't. garbage. Again, this chat fiasco took a total of about 1.5 hours

So it's 930pm, I've spent 4.5 hours of my day trying to purchase a phone, the device is ordered, I'm told I'll see a $40 credit on my account (hasn't showed up yet), I have pulled out most of my hair, and I'm astounded that this process was as long and frustrating as it was. If I ran my buisness this way my family and I would be living under a bridge. 

To Verizon: I have been a verizon customer for over 15 years and in that time I have watched your customer service (and I'm being kind) go to absolute dog dirt.  Actually that is an insult to dog dirt. Can someone from your company PLEASE explain to me how it takes 7 different people, 3 hours on the phone, and 1.5 hours on chat, just so I can give you my money? You wasted my time, lost me income because of all of the work I missed, angry me off like I haven't been angry off in a long time, cost me precious dinner time with my family, and left me angry and not wanting to do business with you ever again. This was a shameful display of customer service, I will be sharing the story of today's events with anyone who will listen, and I'll advise my friends and family to avoid Verizon al all costs lest they expierence the same god awful customer service. You terrible. 

I need a drink.

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Re: 7 different reps and 4+ hours just to upgrade phone
vzw_customer_support
Customer Support

GMurf, this is certainly never an experience we want any of our customers to have. I know that I wouldn't want to miss out on diner with my family, or income during this pandemic when others are without so much. We definitely value your 15-years with Verizon, and I appreciate you bringing this feedback to our attention.

You are right that this process is not that complicated. In my experience, I've found the most complicated part is choosing the right device. It sounds like everything was resolved except the $40 adjustment. These adjustments can take until the next bill generates to appear (as they can be unbilled). In the event the adjustment doesn't show up by the next bill, you can let us know here and we can assist. How does that sound?

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Re: 7 different reps and 4+ hours just to upgrade phone
Tigerstep
Sr. Member

Not excusing those reps, but why didn't you order the phone yourself online? Could have done so in the amount of time to took to wait on hold. Last 2 phone purchases I didn't even bother with Verizon.

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Re: 7 different reps and 4+ hours just to upgrade phone
GMurf
Member

Customer support, if you read that post and concluded that everything was "resolved' then you're more misguided than I thought. "Resolved" is not the term I'd use to describe the experience I had with your company today. Addressing the $40 as the issue needing attention shows a real disconnect with your customers experience. If you really appreciated this kind of feedback then you'd do something about it. Instead I see post after post here and on social media conveying similarly horrendous customer experiences. Ive had enough apologies today to last me a lifetime. What I need from you is for you to address your painfully toxic customer service department and stop jerking so called "valued" customers around.

Re: 7 different reps and 4+ hours just to upgrade phone
GMurf
Member

Tigerstep, not that it's any of your business but I had a few questions that couldn't be answered on the website. Also, I've found the website and the MyVerizon app to be glitchy and unreliable. Thanks for taking an interest in something that's none of your concern and congratulations on successfully purchasing your new device.

Re: 7 different reps and 4+ hours just to upgrade phone
vzw_customer_support
Customer Support

Hello, we are here to aid in any way that we can. Please send us a Private Note so that we may further assist you.

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Re: 7 different reps and 4+ hours just to upgrade phone
sewhylly
Member

I have  had almost the exact same experience today in ordering an upgrade and I have decided that Verizon just doesn't care about their current customer base. They only care about new customers and new lines. Three chats later and I still don't have the order that I spent almost 2 hours on tonight. It was never put through and the last rep disappeared when I asked to not be put through the entire process again and could we hurry because I was so tired. I have also been with Verizon for years and this was the absolute worst customer service I have ever received and that includes Comcast/Xfinity. I copied that chat logs from my conversations and I am looking for a way to share the highlights on social media. I am completely disgusted.

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