Verizon doesn't care about their customers or providing good customer service or honor their promise

[WISEGUYS]

I have been a Verizon customer since 2001 and before that I was an Alltel
customer who was acquired by Verizon.  I am a plan owner that has 5 lines
on it.  I visited a Verizon corporate store in Appleton, WI on 10/6/16 to
make several changes. 

One of the lines on my account upgraded from a basic phone to an Apple
iphone SE that day.  I also made a plan change that day to move from the
More Everything plan to "The New Verizon" plan.  The advisor I
was working with said that we needed to make the plan change effective on
10/8/16 as that was the first day of my billing cycle.  So, we activated
the iphone SE first, made the plan change and then we wanted to upgrade three
other phones on my account from two Iphone 6's and one Iphone 6 plus to Iphone
7's and 7plus.  The advisor told us that we couldn't order them that day
or our account would be locked out because of the plan change that she
initiated.  She said we could order them online or come back in the store
to order them (no stock in store) no sooner than
10/9/16.  We tried ordering these phones online on 10/9, 10/11 and
10/12 had various problems that prevented us from
ordering.  One problem was the pricing on the website did not
jive with the pricing we were quoted in the store so we did not order them
online and had to make another trip to the store.  My Mom and her husband
who are retired have the two iphone 6's and they were able to get to a
different Verizon store on 10/12 in Oshkosh, WI to order theirs and I
went to the same corporate store in Appleton, WI I was at the previous
week when I attempted to order my phone.  They told me that the promotion
was over.  (Promotion was $550 trade in value on my 6 plus)  I
explained that I tried to order it the previous week and because of the plan change
they turned me away and told me I couldn't order that day.

I asked to speak to a manager to honor the promotion because I was
turned away the previous week because their system couldn't handle making
anymore changes after the plan change was initiated.  Manager was very
flippant and essentially told me he couldn't believe that I was turned away and
that I had a week to order the phones.  I explained that we were told we
couldn't even do that until 10/9 at the soonest and explained about the issues
with online ordering.  He basically did not care.  He didn't even
bother telling me what the current promotion was for trade in of my iphone and
offered me no assistance in upgrading my phone. I also had another line on my
account that I was going to inquire about upgrading my Husband's Samsung.
They had no interest in offering any further assistance but tell me that they
would not offer the promotion.  I said that you will be losing two lines
on my account if you can't offer some assistance.  He just shrugged his
shoulders and let me walk out the door.

I proceeded to get home and call Verizon customer support and spoke to a
very nice woman who seemed outraged that I was turned away from ordering and
she even said "They couldn't figure out how to cancel the plan change and
order your phones?!?" She said that the people in the stores are sales
driven and it is unheard of to turn away customers that want to order
phones.  She said she would see what she could do for me.  She tried
several options over the course of over an hour on the phone and several stints
of putting me on hold, but couldn't come back to meet the promotion I was going
to take advantage of the previous week.  The BEST deal she could offer me
would still cost me more than originally quoted because of the
incompetence of the sales person I was working with.  I explained
that it is imperative that Verizon correct their wrong or they would lose my
line, my husband's line and they would not get the new business of a new line
that we are going to get for my son for Christmas.  She said she was sorry
but couldn't do anything for me.  I said, what do we need to do to get
this elevated so that the store has some sort of repercussion for their
treatment of me in this situation.  She proceeded to keep me on the line
while she continued to fill out a form.  It was taking forever for her to
do this and this was after it was clear she could do nothing for me.  I
asked her if I was going to hear something back as to how this will be dealt
with.  She had to put me on hold to ask her supervisor and she came back
to tell me that she was filling out an internal form and I wouldn't hear
anything back from my complaint.  I said, then you don't need to waste
anymore of my time since I will not be a Verizon customer much longer, just
until I can make a switch. 

At no point in any of my dealings with store personnel or 800 customer
support did they say or act as if they valued me as a long time customer.
It is because of this I will be leaving Verizon unless someone can right the
wrong I have experienced.

[vzw_customer_support]

Wiseguys,this is never the experience we want you to have while visiting our store locations or calling into our Call Centers. I know I would have been taken aback as well if this happened to me. I am a big advocate on great customer service. I wanted to dig deeper into your account to see what is happening with this matter. I will have to send you a personal message so that we can go further detail.

VeronicaM_VZW
Follow us on Twitter @VZWSupport
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!!

[WISEGUYS]

Still waiting for that response you promised!  I see the great service continues.........

[Ann154]

Did they send you a Direct Message which will have been delivered to the Verizon Wireless Community inbox? https://community.verizonwireless.com/inbox

[WISEGUYS]

No response to my inbox or otherwise.  Why am I not surprised?

[vzw_customer_support]

I apologize for the delay, WISEGUYS. It appears we may not be receiving your Private Message. I have forwarded this concern to my management but I want to be sure we get this resolved. Please use the alternate options at www.vzw.com/contactus (Facebook, Twitter, Live Chat) to work with a Customer Service expert at your earliest convenience.

JenniferH_VZW
Follow us on Twitter @VZWSupport
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!!

[WISEGUYS]

Jennifer, 

You have my account information, you know how to contact me.  I have already spent 1.5 hours on the phone and time in the store dealing with this.  I'm not going to call someone and have to rehash the story all over again and go through the same hassle of being put on hold several times and consuming another hour or more of my time.  You've read the situation in my post above, when you have a solution you can contact me.  In the mean time, I have been shopping other carriers and will pull the trigger soon at moving my business.

[tanyap01]

WISEGUYS, this is exactly my problem!  I can't find out where to start my own complaint, but maybe if I reply to all at every other complaint someone will hear??  I would suggest a Verizon boycott!  One rep jerk guy here in Perry Fl actually said Verizon is so big they don't care.  Only because we traded the phone at another dealership in Largo Fl.

First of all there was this gimmick to get you back into their store.  We bought the first phone from them.  But it was the one that stayed hot all the time.  So we were ready to get rid of it.  They sent a text about an anniversary they were having with free giveaways.  I guess the giveaway was the pizza with sugar ants on it.  No need to say, we got no free giveaway.  They are like used car salesman.  They say what you want to hear, but don't deliver.

It is my opinion that this Paisley [Removed] in Largo Florida lied to us.  She said we could buy out our old phone and they would give us 169.00 for a new phone.  And that our phone bill would be reduced in the end by 44.00.  We have 4 phones and one tablet.  But 2 of those phones were not verizion phones and I had insurance on them. The only thing she ended up doing for us, was taking the insurance off phones that were not theirs.  How can they charge insurance for phones that they won't cover???

Then when I signed on to get they buy out, guess what they listed the phone at 50.00.  So I called Ms.. Paisley [Removed]and she said she was wrong.  Sorry, too bad, so sad.  Did I want to turn everything back in and get my money back. I agreed 20.00 savings a month was worth getting rid of that old phone, because I was hours away.  But hey, wait a minute.  Isn't a signed contract worth anything these days??  Oh no, because I said ok.  But now when I've had a few weeks to think about it and talk to other NON Verizon customers...no, it's not OK.

I'm going to AT&T because they have better service, (my brother in law talks to his wife from sea).  Our phones are out of range when his phone is ok.  Like on the Skyway bridge in the Tampa area.  Plus, and I don't know for a fact, but I hear Verizon rents tower space from AT&T.

Hey Verizon...CAN YOU HEAR ME NOW????

profanity removed as required by the Verizon Wireless Terms of Service​

Message edited by Verizon Moderator