I have been a customer since 2009 and I needed to upgrade my phone (sonim basic brick phone) to use with my new Galaxy Watch 4 Classic LTE that I bought because of heart surgery. This has heath apps that I need and the safety of a phone and fall alert.
I called and talked to a rep and after looking found the ONLY free phone:
But it was for a new line. She said she couldn't do that deal. I asked for a manager and that's when Jesse (Jesus) spoke to me and after talking and my explanation of my circumstances, that he would give me the phone at no cost! He would take care of it, "it's your phone, I'll get you it". He stated that he could ship it and I stated that I had to go to the store to activate the watch. He said he would call and see if the store had it stock. It was already 7:30 by then and the store was closed. He said that he would call in the morning and check and then call me at 9am and let me know if it was. 9am came and went...no call back.
I called back several times and finally someone was able to find his info and notes regarding the free phone. She said the same thing...you'll get the phone for free. She then said she would call the store and set everything up for me. She then said it was all set, be there for 4PM.
I drove the 30 min there, got there at 3:30...no one had a clue what I was talking about. No calls were made, you can't even call the store!
After talking to the managers, I called c/s again and asked for a manager/supervisor...none could be found. 1.5 hrs later STILL NO SUPERVISOR!! I finally left after 6:30PM!!...No phone.
On my way back home on the highway 5 or so min later, I got a call from another supervisor...not a very nice person...seems to be a lot of that going around. She then said that I was in no way shape or form going to get that phone, if you want to go to another provider then do so, but that phone will NOT be yours.
So, to date, I have been lied to numerous times and berated, spent over 8 hrs on the phone, 3 hrs in a store, 1 hr driving...for what was supposed to be a FREE PHONE!
Then...stupid me...I tried one last time. After another 90 min. No supervisor again, just back and forth with an agent who said she was talking to other supervisors. She finally said they can give me a remanufactured one for free...wow...gee thanks. I told her this:
If I get the new phone, that means you care about the customer and the trauma he's been through (caused by us) and all this needs to be made right!
After all that. No human should have to go through that.
This is why I'm writing this and contacting you. Hoping to reach a human who actually has compassion and can see...this is wrong.
Again, I just wanted to upgrade my brick basic phone to a smartphone so I can use my new watch that I was going to add to my phone which I need to help get better and be safe. That's another monthly fee you would have had as well.
I missed a call from Verizon C/S earlier but missed it and my V/M is full...another story. So, let's see what they have to say this time.
I hope something positive...I really need it.
Hello, we hope you and your family are doing well. Reading your feedback causes concern that you were given assurances that you'd get the device and then was told differently later. We want to look into this more. Can you please send us a Private message, so we can discuss?