14 years ago I purchased my first cell phone through PrimeCo...now..Verizon. I would consider myself a 14-year loyal customer. I contacted VW on 7/26/2014 about a less expensive plan. Justin, Mr. Cool, gladly changed my plan, but never told me that it moved my contract expiration date forward one year.
Luckily, I was poking around online and noticed that my contract date showed sometime in May 2015 then it moved forward to July 2015 all in the same
internet session???? HUH?
I called VW and spoke with Jonathan who could not explain anything or answer a simple question. I was placed on mute while he spoke with his
supervisor, Donald, in California. Jonathan told me that Donald authorized my account to be reverted back to 7/26/2014, increasing my rate. I
specifically asked Jonathan when my contact expired. He stated 7/26/2014. I said are you sure because that does not make since, and he said, "oh yes."
I said so then I am just a month-to-month customer until my upgrade in 1/2015, he said, "oh yes." He told me that he was changing the plan back
immediately and that I would receive a text message from his supervisor before the end of the day, 7/30/2014. At the end of the call, Jonathan said,
have I provided you excellent customer service?" (Laughable)
Of course, I did not receive a text from Donald Duck supervisor.
I have called every day numerous times a day to resolve Donald's failure to follow through. Every CSR has told me something different.
(Translation, I don't care and I don't want to help you.)
(Translation, I don't care, we are always right, I don't care what anyone has told you,
and we will not help you.)
(Translation, later no one would/could verify that an email was sent.)
(Translation, I don't care and let me put you back in the Que and hopefully you will get
corporate - that never happened.)
(Translation, I don't want to deal with this, next.)
(Translation, well, I found out that was a lie.)
Today, 8/2/2014, I decided to go ahead and cancel this contract that only exists because of a Verizon clerkical error. Clearly, they don't want me as a customer.
I called and spoke with Jamie. Only after I requested all of the associate's V#s and told him I want to cancel service effective immediately, did he care. He reviewed the mounting notes on the account and was understandably confused. I explained everything all over again. He placed me on hold several times, I got disconnected, but he called me back and advised me that he personally changed the contract expiration date to today. I am thankful only to
Jamie.
To recap...VW reverted me, a 14 year customer, to a higher rate, lied, provided inaccurate information, failed to provide information, failed to follow through, and did not correct the error until I almost erupted like a volcano. Over an 8-day period, I called 7 times, was transferred several times, and endured a chat session.
They kicked me out of their door! They don't care about customer loyalty, my time, nor all of the above issues. The above actions are indicative of a company that it too big for its britches and those companies crumble. Watch out shareholders!
https://blog.zopim.com/2014/02/19/costs-poor-customer-service/
Any advice on a new wireless company?
Why do you come to a Verizon Wireless community to ask for new carrier suggestions?
>> Personal comments removed <<
Edited by: Verizon Moderator
>> Attacking comments removed <<
Edited by: Verizon Moderator
I was serious. After 14 years with one company, all I know of other service companies is on the web.
>> Name calling removed. Please keep it courteous or this thread will be locked to further replies. <<
Edited by: Verizon Moderator
This all happened today.
>> Attacking comment removed <<
Edited by: Verizon Moderator
I'm not exactly sure what you want done as you didn't specify.
I understand what the orig poster was saying. He is frustrated with the *611 runaround, and those of us who ordinarily try to be nice can slip into not-nice after a while. I just wrote a letter to Verizon HQ after giving up on getting a *611 answer. To be fair, the low-level employee on the other end is just doing what he/she is told to do and should not be abused... even when we think we are. This is a huge company problem. Name calling when someone is reduced to venting in this forum simply makes it worse. Frankly, if you think VZW customer service is good then you are either an employee or a new customer they are trying to reel in. Existing customers always ride last-class, and that's not just in cell phones. Have you looked at your satellite bill after the first year spent putting their hooks in you?
Start a new topic or ask questions in the open forum.
