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Upselling and POOR Customer Serivce
1stm8k8
Member

I have been a customer for 10 to 15 years or more and have had several family members join as a result.  Recently, however, Up-selling seems to be Verizon's only goal and customer service is non-existent.

I upgraded my son's phone about 5 months ago in a local store, the up-seller there added services I did not request and I had to call to get them cancelled.  Had I not checked my statement/services I would not have know and would not have been able to get out of the "service".  Now, my son wanted to transfer his line to a new account (to pay for himself) and add his girlfriend.  The up-seller did not transfer the line but SOLD him 2 new phones and 2 new lines -  I'm sure he got a nice commission.

I had to call to attempt to correct the situation and a transfer of line was put into affect.  The only thing my son had to do was go into a store to get the up-selling corrected.  He was told that I had to be present and there was nothing more they could do for him.  The very limited assistance of the transfer notice expired and I had to open another one. 

I just got off the phone with yet another rep who gave me the run around, would not assist me then gave me a phone number to transfer another line to my bill.  WTF!

I have now paid 2 months for a phone that is brand new, not in service, and no one at Verizon can transfer and rectify the issue.

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Re: Upselling and POOR Customer Serivce
Frustrated10111

I just left the store and was told I could get a new iPad for about 8 more dollars a month. I specifically asked if there were any other add ones such as an additional line charge.  He said No, and my bill would only be 8 more dollars a month.  After returning home I saw that there indeed was a $20 line charge and my bill was going to be $20 more a month than what they quoted me.  What? I had it on paper what I would pay yet the offical Verizon bill said $20 more.  I returned to the store and the same sales person said he made it specially clear there would be a line charge. LIAR!  He also said it might take 30 days for the bill to straighten out. I said no, I'm not interested in the iPad and to take it all back. They have a 14 day return policy, I had it for 15 hours. He said there was a $50 restocking fee and that he went over that too.  LIAR!  I told him to take it all back and it was a poor way to treat loyal customers with the garbage. The bill they printed out to me at the store was lower than the actual bill from Verizon.   No one cares and they are not customer service oriented at all. T Mobile here I come. 

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Re: Upselling and POOR Customer Serivce
Ricardo74
Member

I hate to say it, but it shouldn't be legal the way they phrase the "deals."  I understand it's a business and all, but the tactics used to sell products is very shady.  Just tell people what something is going to cost.  Using deceptive tactics is okay in warfare, but in business I don't expect to be treated like an adversary.

That being said. The people have handled my concerns on the phone and on the website are very helpful.  The people in the stores though... Oof.  Buyer Beware is all I can say about that.

Re: Upselling and POOR Customer Serivce
Tigerstep
Sr. Member

@Ricardo74 wrote:

I hate to say it, but it shouldn't be legal the way they phrase the "deals."  I understand it's a business and all, but the tactics used to sell products is very shady.  Just tell people what something is going to cost.  Using deceptive tactics is okay in warfare, but in business I don't expect to be treated like an adversary.

That being said. The people have handled my concerns on the phone and on the website are very helpful.  The people in the stores though... Oof.  Buyer Beware is all I can say about that.


I always avoid eye contact when sales reps are involved. Once your eyes lock, expect shadiness. Not all reps are like this, but it's a common enough problem to really put a negative light on Verizon.

Customers should also be diligent. Nothing is free. If a sales rep says nothing will add to your bill when equipment is involved, walk away. If one tried this tactic on me, I'd tell them straight up if they keep pushing it, I'll deny them commission without hesitation.

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Re: Upselling and POOR Customer Serivce
vzw_customer_support
Customer Support

Frustrated10111, we appreciate your patronage. It's disappointing to learn of your recent experience in store and that it has you reconsidering your services with us. It's important to us that your feedback is submitted as we always want our sales reps working with integrity and professionalism. Can you advise of the store visited? You'll find a listing here (after entering in the city and state):  https://www.verizonwireless.com/stores?intcmp=vzwdom. What is the name of the rep? Were you able to avoid a restocking fee being assessed?

 

EbonyR_VZW

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