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I need a to reach a senior escalation manager for VZW in the USA
tangobravo12
Member

I've had a serious problem with an upgrade order.  The problem was caused by VZW, which was acknowledged.  I have been trying to get it corrected for 4.5 hours now via chat and phone, but all I have been able to reach are overseas customer care agents that either do not comprehend the issue or just don't have the authority to get the needed corrections made.  I honestly think it has been both of these.  I have been disconnected 7 times, lied to twice (I caught the second one by asking for the confirmation numbers because the VZW system I can see just updated with no changes she claimed at all so she immediately disconnected the call!!!), have had 3 other agents not know what to do so they just dumped me back into the call pool.  In attempts to fix VZW's mistake, the overseas agents have made the circumstances even worse!!!  I cannot believe I am dealing with this on Thanksgiving morning and getting nothing by the runaround on a serious error made by VZW, and the customer care agents have refused my repeated request to be connected with someone in the US who has the authority to fully correct the matter before it even gets worse! I shouldn't be treated this way being a customer since 1995 and never, ever once being late paying my bill!

Re: I need a to reach a senior escalation manager for VZW in the USA
Tigerstep
Sr. Member

It's Thanksgiving. Spend time with your family instead of some order. Many agents are at home with theirs.

You didn't even mention when this supposed upgrade issue was. If it was for an upgrade fee, that's a valid charge. If it's the wrong color etc, wait when it's not a holiday to cancel or return to sender if it already shipped. If it's payment related, buy the phone elsewhere for a potentially lower price.

I can't fathom what is serious enough to give Verizon hours of time on a holiday.

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Re: I need a to reach a senior escalation manager for VZW in the USA
tangobravo12
Member

Gee, thanks for a perfectly useless response! 

The issue is serious, with several thousand dollars of new equipment going to an address I have not lived at in more than 20 years, which is now a rather unsavory place.  VZW acknowledged something in their system made the erroneous address change, but no-one has been able to redirect the UPS shipping.  You ever seen what is on the receipt and shipping documents as far as personal information goes?!?  Yeah, it's serious.

 

Re: I need a to reach a senior escalation manager for VZW in the USA
vzw_customer_support
Customer Support

Hello, tangobravo12. Your time is valuable, so I'm troubled to learn you had to spend so much time on the holiday trying to resolve the concerns with your order We appreciate your longtime loyalty and always want to deliver the best possible experience. I want to investigate further to ensure your order gets to the right place. Please check your private messages to continue.

TracyB_VZW

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Re: I need a to reach a senior escalation manager for VZW in the USA
9wood
Sr. Member

They do need to seriously improve their support my personal experience is time wasted hung up on by supervisor and other who don't seem to care at all usually just repeating scripts

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Re: I need a to reach a senior escalation manager for VZW in the USA
acraftylady2
Sr. Member

Have you tried contacting UPS to reroute it?  How the heck did they get a 20yr old address?  You gave your correct address and someone changed it after you placed the order?

Re: I need a to reach a senior escalation manager for VZW in the USA
tangobravo12
Member

Yes, my immediate reaction when I received the shipping notification from VZW was to reach out to UPS.  However, VZW has it so that only they can adjust shipment specifics.  Had that ancient address still been associated with me in my UPS account, I maybe could have then done something per UPS CS.  That's what then began the ordeal with VZW.

That is the most frustrating part, I provided the proper address with my order, which has been my address for 6 years...  VZW tried to say it was my fault because that was the address of the line origination, which is was certainly not because I got the line in 1995 and it was 2 addresses prior to the one they decided to send it to.  Another agent then tried to say it was the last address where I upgraded at - nope last upgrade was delivered to this address and prior upgrades were delivered to my last address - both after the address they pulled out of the vadose!  In any event, NEITHER of these should matter when the purchase was made with proper, matching shipping and billing addresses, matched to the credit card, and also where my VZW bills any mountain of advertising mail are delivered to each month.

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Re: I need a to reach a senior escalation manager for VZW in the USA
tangobravo12
Member

Even more ridiculous is now the VZW folks here are trying to help but keep sending authentication links that just produce an error page, and now I'm locked out of Private Messages because I sent 5 trying to authenticate.  Unbelievable!

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Re: I need a to reach a senior escalation manager for VZW in the USA
tangobravo12
Member

So, 12 hours now totally invested in this mess created by Verizon and I still do not have complete resolution!  I think it important for Community members here to know that the Customer Support reached through this platform is the same as if you were doing a chat or calling in.  Meaning generally you're dealing with an outsourced, overseas agent and you're given the same scripted responses...  When they can't help, or don't want to, you're dumped back into a pool and forced to repeat yourself over and over again.  Moreover, the agents communicating here are trying to rewrite promises made when I finally did reach a US agent on the phone who was in direct communication with her supervisor, came to agreements to resolve, and know the agreements made were noted in my account because the agent was reading my her notes verbatim.  I should not be responsible for carrying the financial burden of the original order until they receive the equipment back from whatever path it takes plus the reorder when Verizon did what it did with my first order's shipping!  That was agreed with the supervisor, but more importantly, the PA Attorney General's office agrees as well, and I only needed to wait on hold 10 minutes to talk to a Deputy AG about this incredibly bizarre experience!    

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Re: I need a to reach a senior escalation manager for VZW in the USA
acraftylady2
Sr. Member

Hope you get it sorted.  I could have sworn i ordered a phone from verizon once and was able to reroute it with my UPS my choice account but that was several years ago.  Could have been fed ex I am remembering.

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