I currently have an unresolved issue that is due to poorly trained customer service reps, store employees that lack common sense and false statements being made by the staff. I was trying to find out where to log a complaint and noticed that MANY people have asked this question and no one has answered it. Apparently, Verizon has no interest in finding out where their failings are or trying to make restitution to customers who have been mistreated. So, I will vent my frustration here and then start shopping for a new cell phone provider. I have had Verizon for over a decade because I initially liked their customer service and my calls never dropped, despite living in a rural area. But that is no longer the case. Last week I lost my phone while traveling and ordered a new one just as soon as I got home. I was told that I qualified for free overnight shipping, so I was surprised when I went to track my order the next day and saw that it was scheduled for delivery in a WEEK! A representative on the live chat support told me I could go pick up a phone at one of the stores and just decline to accept the shipped phone. But she made me pay again. The next day, it was pouring rain and the indicated store was a pretty far drive. My husband didn't want me to drive it, so he went to pick up the phone instead. I called the store ahead of time and told them that my husband was coming to pick up the phone, I was assured that it would be ready for him. But when he got there, they refused to give the phone to him because he is not on my account. Of course I gave permission over the phone for them to give it to him, but they wouldn't budge. I explained that I had already been messed up over by Verizon, but not surprisingly, he was unmoved. I tried to add my husband to my account while he waited at the store, but the website (there was an endless wait time on the 1-800) needed to send a confirmation number to my phone, which was of course, still at the store. As I had the store employee on the line, I asked if he would read the number off to me. He said that he couldn't activate the phone until I took receipt of it, basically throwing us into chicken and egg situation. I was so disgusted and frustrated at that point that I told my husband to just forget it and come home. So here it is the day that the original phone was supposed to be delivered, and low and behold, the tracking information said that the sender requested that they hold the package at the UPS station instead of delivering it! So, after having to get yet ANOTHER customer service person involved, I find out that UPS will not be able to deliver the phone until tomorrow, causing me to have to sit home to wait for it for the second day and I have paid for the phone twice and still do not have it. One would think that buying a phone from a phone company would be easy, but thanks to the incompetence of literally every Verizon employee that was involved, this has been an absolutely infuriating experience and I am completely fed up with this company.
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RHLEESGIRL,
We value your loyalty for more than a decade and the last thing we would want to see you do is look at other carriers. When a phone goes missing we want to make sure you have a way to get a replacement quickly. Waiting a week wouldn't work for me either. I want to make sure we find a way to get you the phone you need very quickly either by mail or in the store. I'll be glad to look into this and fully assist you. So we can solve this together I've sent you a private message. Please respond when you can so we can get more details and help.
AndrewT_VZW
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If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!
It's not Verizon or any carrier's responsibility to make sure who is authorized on an account and who isn't. In case you didn't know, fraud is common in the cell phone industry and being that lax in who can make changes on your account is a big security no-no.
Verizon and USPS/UPS/FedEx are also not the same companies. If you make a shipment at specific times of the day or place on or near a weekend, those shipments tend to be delayed unless you paid extra or are an Amazon Prime member for example.
Hardly the carrier's fault if contact kept being made to complicate matters.
You are absolutely correct that the carrier has no fault in this. It was Verizon who shipped the phone ground and told UPS to hold the phone. And I do know that fraud is an issue and I completely understand the security issues and precautions. My point was that Verizon shipped my phone incorrectly, and had UPS hold it for no apparent reason. And the fellow at the store told me that my husband could pick up my phone when I called ahead of time, only to refuse him when he got there. Had he told me in advance, I wouldn't have let my husband drive all the way over there. But the point of the whole long story was just that there was a mistake made and Verizon did not do anything to try to help, and exacerbated the problem by misinforming me throughout.
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