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Horrible Customer Support iPhone 12
Tyler89537
Member

I preordered an iPhone 12, and it arrived on launch day. I was using an iPhone XS Max with a Verizon eSIM. Before powering on my new device, I removed the Verizon eSIM plan from my XS Max and activated my new phone. I had quite a bit of trouble, so I chatted with a rep who told me activation could take up to 24 hours. It finally started working shortly after, and I assumed I was good to go.

The next day I as I am getting around, I realize I need to add insurance to my new phone. My XS Max was an unlocked BYOD and was not eligible for mobile phone protection through Verizon. Now I have an iPhone 12 purchased from Verizon, so I log onto the app and try to add insurance but could not.

At this point, I call support. The first rep tells me because my line was declined (due to the previous non-Verizon phone), she would have to add it for me. We spent around 30 minutes on the phone when suddenly, without warning, I was transferred.

Now, on with my second rep, I explain everything again, and after an hour, she explains she is going to make a ticket to have device protection added to my line. But was unable to submit the ticket. She tells me she is going to transfer me to someone in tech support who is going to help submit the ticket.

My third rep of the day tells me I can not have insurance on my line because I am still on an eSIM. I tell him that I no longer require an eSIM and ask him to activate the 5G SIM card that came with my phone. He asked if I had a second line he could call me on. No, I do not have a second line. He tells me to ask a friend or a family member to use their phone. So I explain to him that I live 4 hours away from my family and friends because I moved recently for work and ask if there are any other options. He said no. So I asked if he could help me make an appointment at a store. No. When I told him I had been on the phone for nearly 2 hours at this point and just wanted to activate my 5G SIM and add insurance. He tells me "I answered your question. You wanted to add insurance, and the answer is you can not until you are on a physical sim". I reminded him that while he may have answered my question, he had not resolved my issue and provided no clear path to a resolution.

After getting off the phone, I went to the Verizon store near my house. It is an authorized retailer because all of the corporate stores are closed in my city. They tell me I am on an eSIM, said they would activate my SIM card, and add insurance for me. We did some test calls, and they told me I was good to go.

I get home and check the account to see if insurance is added it’s not. So I call back. Talk to my 4th phone rep of the day, and he tells me that the first rep I chatted with on Friday who said it would take 24 hours had actually submitted a ticket to have my eSIM switched to my physical SIM, and it would actually take around 24-48 hours for the phone to be activated. Then I could add insurance.

So I wait until today. Now, well past 48 hours, and my phone still has no insurance and is still apparently on an eSIM., I'm told after contacted support via chat to call in (even though the offices were already closed). I am aware today and yesterday were not weekdays, and if a ticket was submitted, it would probably take 1-2 business days. My issue is the complete lack of communication, misinformation, and frankly, the cluster that customer service has become.

All four reps I spoke on the phone with were working from home, from what I understand. Aside from the blind transfer and the technical support rep with rough soft skills everyone was doing, what I believe to be, their best. It is obvious to me that Verizon, as a company, has not provided their representatives with adequate resources and support. Therefore, resulting in inadequate customer service. I blame Verizon and feel sorry for everyone who is working on the frontlines during the pandemic. This has been a horrible upgrade experience.

Re: Horrible Customer Support iPhone 12
OceanSurf
Member

Verizon's eSIM support is lackluster at best, a cluster at worst. This was an issue last cycle when I tried to transfer from an XS Max to an iPhone 11. Talked to 3 different reps before I got one that actually understood what needed to be done. I really don't understand how Verizon doesn't have the procedure properly documented in their system yet. Also, if they'd support the transfer function in iOS like other carriers do, this wouldn't even need a call in. You'd think the insurance thing would be simple also, but the eSIM variation causes them to loose their marbles.

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Re: Horrible Customer Support iPhone 12
vzw_customer_support
Customer Support

Congratulations on your new device, Tyler89537. Activating a new device should be exciting, not frustrating, and we are here to help make sure it's protected. Please be on the lookout for our Private Note.

 

LynnE_VZW

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Re: Horrible Customer Support iPhone 12
vzw_customer_support
Customer Support

OceanSurf, we do apologize that you have had to go through all of this with your eSIM. We strive to have a first call resolution when you reach out to us. I am sorry this did not occur. We are always open to your feedback and will take your experience back as we would not want it to occur in the future. You may also provide feedback our website at verizon.com. You will see a Feedback tab along the right side. 

 

ChristineK_VZW

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Re: Horrible Customer Support iPhone 12
shreynolds
Member

I am also experiencing a NIGHTMARE with customer support on iPhone 12.I am going on Day 10 of no use of my phone #.    New iPhone12 will not activate, and my phone # got "lost in the switch," so I cannot even use my phone # on an old phone, or transfer to another carrier.    HOURS on the phone with Verizon, HOURS in the store, and NO ONE CAN FIX IT.    They keep saying they will fix it, but they do not.   They say they will call me back with a resolution, but they do not.    Disgracefully, Verizon is still charging me for things that do not work !!!    Verizon must correct this !!!    So far, Verizon will not even acknowledge that it is a problem.   I have talked to many Verizon employees, and they all say they will, but they don't !!   No one calls back, and I HAVE TO START THE STORY ALL OVER AGAIN BECAUSE THERE IS NOT COMMUNICATION !!!!!     Someone high up needs to get their garbage together and FIX IT.    

Re: Horrible Customer Support iPhone 12
9wood
Sr. Member

There support is poor beyond scripts the seem to know nothing some your just a disturbance too and will hang up on you broken record comes to mind a few good one tho but not often in my experience

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Re: Horrible Customer Support iPhone 12
cblood95
Member

Having similar issues here as well. 

Purchased 2 iPhone 12's through Apple and paid in full. Was able to activate them with no issues whatsoever on T-mobile.  Submitted an order through Verizon on 12/13 to BYOD and port 3 lines and have had nothing but problems since then with my iPhone lines.

I submitted my order to port 3 lines over from T-mobile and to add one new one. The first two lines were to bring 2 iPhone 12 Pro's over to Verizon along with their associated phone numbers and activate them using the esim. The 3rd line was to bring an unlocked iPad over that needed a normal LTE sim card, and the final line was a new line to be provided through Verizon with a new iPad. I was able to place the order, had my credit card billed for the new device and received a confirmation email with activation instructions for my two iPhone lines. 

I tried to activate both lines on Verizon and kept getting an error when scanning the QR code. Thought that was strange and called Verizon but was unable to get through as it was late in the evening. The next morning I received a text that they needed some additional information to verify my order. Called in to the phone number they gave me and was connected with a random person who seemed to be very confused as I had been beeped in to her call with another customer. From there she gave me a different number to call. Tried to call the other number no less than 5 times and sat on hold for at least an hour trying to get ahold of someone. Finally was able to call the number on my order confirmation and got a hold of a nice gentleman in the sales/activations department. He informed me that my credit card payment did not go through for the new device and I needed to resubmit. Oddly enough the charge did show on my Visa card. I gave him my card info again and said everything should be fine now. I mentioned at that time that I was unable to activate my 2 voice lines on my iPhones and he told me I would have to wait until I had the sim card for my iPad to establish the account. He told me I should be able to activate the voice lines after I received and activated my iPad. 

Received the sim card for my iPad on 12/16 and was able to immediately activate and port that number from my Tmobile account. Tried again to activate the 2 voice lines and kept getting the same error when scanning the esim QR code. Called in again and first spoke with the tech support department. Lady was very rude and told me she can't help me at all since the phone numbers were not coming up in her system. Was then transferred to sales, who said that everything showed fine on their end. They transferred me to the porting department where I spoke with another very nice gentleman. He was able to locate the account and said that all the information was correct and that things should be fine, especially since the iPad was ported over successfully. He conferenced in with the Tech Support department and had to "manually provision" my account so that it would show my 2 lines and so that tech support would have something to work with. Tech support then tried to activate my iPhones and could not do it. The sim would not take the esim ID's. Rep mentioned that Verizon had been having some difficulties with iPhone 12 models and activations. From there the tech support rep informed me they would have to escalate this to some other department and that I would possibly have to contact Apple as it may be something on Apple's side as. 

Tech rep summited an incident and told me I should hear back within 1 to 2 weeks. After spending 3 hours on the phone with Verizon yesterday this is not really what I want to hear. At this point I have a Verizon account setup with 4 lines, two of which are for the iPhones that I can not use, and I still have a T-mobile account where my numbers and phones are currently active. I am now paying for two accounts with 2 carriers while Verizon tries to figure this out. This is extremely frustrating for a process that is supposed to be pretty seamless, especially after spending at least 5 hours on the phone with VZW trying to get this setup after placing my order. 

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Re: Horrible Customer Support iPhone 12
vzw_customer_support
Customer Support

Oh my goodness - this sounds like quite the ordeal here! Please meet us in a Private Note so that we can speak in privacy, okay?

 

StephannieP_VZW

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Re: Horrible Customer Support iPhone 12
rmac4242
Member

I've been dealing with the same customer support nightmare as well. They told me that they have photo evidence that my trade-in phone has damage, even though there were no problems with it when I shipped it.  The trade-in amount that I agreed to was $440.  Rather than honor that, they first offered me $50, and then moved it to $100, and then sent a "final offer" of $200. I've said that isn't acceptable and to return my phone to me, which they have refused. So now they have my phone and I've received nothing.

I've asked for copies of the photos of the damage, but they won't send them to me.  They told me that I need to go into a store to look at the photos (during a pandemic).  They also told me that I need to file a claim with the shipping company because it must have been damaged in transit. But they won't share the photos with me, so I have no evidence to claim anything against them even if I wanted to. 

I've been a loyal Verizon customer for 13+ year and just added a new line and purchased 2 iPhone 12s.  The way they treat their customers is absolutely shocking.

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Re: Horrible Customer Support iPhone 12
mlf8710
Member

I recently lost cellular data capabilities with my iPhone 12 (3 days so far), it occurred before updating the software so i updated it thinking that was the issue and still not working.  I troubleshot every possible solution with your customer service and spent hours upon hours on the phone trying to come to a resolution.  I was told by a supervisor on 5/20/21 that this was a global apple issue and that Verizon shares no responsibility in the issue outside of troubleshooting.  I was told my only options were to pay an upgrade penalty of $250 or pay for the phone outright to get a new one to fix the issue, or connect an old device and continue to pay the monthly contract fee on the current phone as this is not Verizon's responsibility.  I contacted apple and spent 2 hours running troubleshooting and diagnostics with apple to determine that there is no issue with the phone as to why the cellular data is no longer working.  I purchased this phone back in October and because it is out of warranty and I do not have insurance I am the financially responsible party to resolve the issue.  This phone has no dents, scratches or damage to it, it simply stopped working when not connected to wifi.  I have offered to send it back and buy a new phone that potentially will not have these issues and am continually told that I must incur a penalty for this.   I also found it unprofessional that the supervisor 100% blamed apple for the issue and continued to bad mouth the company.   Is anyone else experiencing these frustrations and complications with the iPhone 12 and how was it handled/fixed by Verizon.

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