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Horrible Customer Service
DaveArneson
Member

I got a new phone in February and the other day I noticed a small discolored spot on it. The next morning I got up and almost the entire screen had purple blotches on it. I went to the store and the Verizon worker checked with a scope and said that it did not appear to be water damage. She showed it to another Verizon worker and asked if she should send it in for warranty. He just looked over at us and said it was water damage and if we sent it in for warranty they would charge me for checking it. It has not been anywhere near water and I am offended by the way he accused me of lying about it. I bought a new phone that they charged me for, they did not set it up or transfer anything over to, they handed me a piece of paper with instructions on it for setting up the new phone when I got home, then charged me $69 for a set up fee. I got home and attempted to activate my new phone. Of course it didn't work so I went on-line for help in the chat room. Whoever was "helping" me must have been on numerous other chats also because it took 3-5 minutes for each response and was of no help at all. They told me to change the sim card which I had to go on-line to see how to do that but it still didn't work. I ended up calling a number and got someone who was very helpful. She had me put the new sim card back in and did some other stuff to activate the phone. I can guarantee you the next phone, if needed will be from a different provider. This was a horrible experience and it is obvious that with the exception of the last customer service representative I dealt with Verizon doesn't give a rip about the customer. I still feel I should not have had to pay for the phone or the service fee and feel I should be reimbursed for those charges. I'm very frustrated and disappointed.

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Re: Horrible Customer Service
vzw_customer_support
Customer Support

DaveArneson, I know what it's like to experience an issue with a device and receiving support, so I know how urgent a resolution is to ensure that you have a good experience. Our goal is to provide you with a great experience in every interaction, so we apologize for the store visit. We hope that we can regain your confidence in our service and support. Please check your Private Messages for further assistance. 

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Re: Horrible Customer Service
Tigerstep
Sr. Member

Verizon doesn't charge a setup fee. That's something shady retailers do.

Chat agents have multiple windows up dealing with several customers at once, there isn't enough man power to give everyone a one on one experience.

Sim swap is actually common practice and isn't necessarily the rep being unhelpful. Just because it works 9 times out of 10, doesn't mean it will always. It did work for me when switching from a Verizon LG V30 to an unlocked Samsung S20. When purchasing through a carrier, that isn't really recommended since the new phone is trying to activate with the new sim.

Next time go to vzw.com, check out the store link and avoid non corporate stores at all cost. Better yet, purchase unlocked phones bypassing the store all together.

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Re: Horrible Customer Service
DaveArneson
Member

This was a Verizon Corporate Store.

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Re: Horrible Customer Service
DaveArneson
Member

I don't know where "Private Messages" is or what it is.

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Re: Horrible Customer Service
DaveArneson
Member

I figured out the messenger, responded, but didn't hear back again.

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Re: Horrible Customer Service
vzw_customer_support
Customer Support

I need a little clarity on your previous post. Were you able to complete authentication? If not, what happens when you click on the link?

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Re: Horrible Customer Service
DaveArneson
Member

I have gotten nothing from Verizon other than asking me the same questions over and over again and telling me how sorry they are. If anyone from Verizon would actually read my posts and comments they would know what and where the problems were. Nobody has offered any solutions. I am still frustrated with this entire experience.