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Agent quoted a price -- poor customer service
JODAVE
Member

Where do I even start!!  Last week I made 2 appointments (one after another--myself & husband); we received confirmation of both appointments and the next day received another confirmation.  The Emails stated that if unable to make it to please contact them immediately.  We drove an hour & half (one way) sat in the parking lot for another hour & half and then drove home.  The store was locked up with no sign. (found out later due to COVID-19).  I called Verizon and talked to an agent for over an hour.  I called again the next day to upgrade my phone -- talked to an agent for over an hour and got disconnected (and she never returned the call).  I called back on two days later and discussed all the issues that we had with appointment & phone call and he agreed that there was a "glitch" with their automated system and not notifying us of the store closure.  Because of the inconveniences I was quoted a price and NOW when I go to purchase they want $100 more.  The last agent asked how many "up" points I had.  I didn't know that it was not automatically loaded monthly (assumed it was like a credit card with rebate).  Well, needless to say, I have ZERO points to use for my next device.  Seriously -- isn't Verizon a technology company????

Wow...loyal customers, drove 150 miles (3 hours), waited in the parking lot (1.5 hours) and  have made phone calls that total well over 6 hours.  And now, they won't acknowledge a quote.  Any suggestions on what the next steps should be taken -- besides jumping ship and going with another provider?

Re: Agent quoted a price -- poor customer service
FrazzledDad
Member

Wow - I had a very similar experience this week.  I posted about it in a different thread.  I wish I had something to tell you about what can be done ... by my solution is unfortunately to jump ship.  I had 5 lines with Verizon.  I cancelled two, and will be porting two tomorrow to another carrier.  The last line will be ported when we pay off the balance on the phone.

Like you, I drove a far distance to a Verizon store (at the direction of a Verizon customer service rep).  Like you, the store was actually closed.  

And I also spent hours on hold going nowhere.  And I spent hours more being danced in a circle by on-line chat reps.  

I really do sympathize with you, and while Verizon may have some staffing challenges due to this Covid thing, there really is no excuse for employees giving out wrong info to customers, causing the customer to spend their own time, money, gas, etc ..., and not getting much more than a shrug and a blithe "oopsie" from customer service.

Again, I wish I could provide something different than looking at moving your business to another carrier.  Verizon really does not care.  The other carriers don't care either, but why give your hard-earned money to a carrier that drops the ball like Verizon has been increasingly doing?

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Re: Agent quoted a price -- poor customer service
JODAVE
Member

Thanks for the response!  It is so frustrating and certainly not how I treat my customers!  I repeated the amount twice to the agent and he confirmed each time -- basically made me look like the liar.  While I was on my OVER 2 hour phone call tonight, I saw that Target offered the phone with a $400 rebate card -- that's $100 cheaper than what Verizon is offering.  I told today's agent to please have someone listen to the recorded session.  Wow...I didn't know I needed to record it, too!!  Tonight's agent even tried to sell me a cheaper model to "match" the price.  Seriously, how dumb do you think I am -- I want a new phone with the current software.  I told them to keep the phone and I will look into my other options.  

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Re: Agent quoted a price -- poor customer service
Tigerstep
Sr. Member

...why would anyone waste their time going to a store or calling for upgrades?

Log into your My Verizon account, pick a phone you want and buy it. Takes less than 5 minutes total. Especially with this virus no one should be putting themselves and store employees at risk for a cell phone.

Verizon even has a link in the top right that says stores. You can't blame anyone for not using the tech Verizon gives you. Next time check store hours and/or call them.

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Re: Agent quoted a price -- poor customer service
FrazzledDad
Member

Ummm ... this is about 2 customers who were TOLD by Verizon reps to go to a store.   An not everyone wants to take the plunge on a $700-$800 purchase without actually handling the device.

Sorry, not sorry, kid.  Verizon goofed here.

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Re: Agent quoted a price -- poor customer service
JODAVE
Member

FYI...I made the appointment so they could look at my old phone as it's not holding a charge.  I made the appointment on line and they confirmed it immediately and the next day to tell me that I had an appointment and if I couldn't make it to contact them immediately. Therefore, the reason to go to the store, so when I wasted my time I called to complain about the store being closed and the "auto" message.  

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Re: Agent quoted a price -- poor customer service
vzw_customer_support
Customer Support

We're here to help! We want to assist in making the upgrade process as easy as possible. Please send us a Private Note, so we can better assist.  AustinL_VZW

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Re: Agent quoted a price -- poor customer service
vzw_customer_support
Customer Support

Jodave I'm sad to learn of your experience. No doubt your time is valuable and I can't imagine how you feel. We have sent you a Private Message here in this forum. DoloresK_VZW

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