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Why does Verizon Treat their Loyal customers so BAD?
sburks972
Member

Have to vent.  Bought a Home Connect unit from Verizon in April 2011.  The intended use was to replace home phone.  Salesperson in Henderson, TX assured me it acted just like a regular phone, including using it with my security system.  Moved to Dallas area on May 17, 2011 and attempted to activate the security system using the Home Connect.  It would not work.  Technician said he had run into the same issue.  Called Verison.  Customer Support said Home Connect will not work with security systems.  I explained that was not what I was told and if it will not work, I want to cancel it.  They said they would be glad to cancel it but I would have to pay a penalty.  I argued but to no advail.  I had to eat the thing until th contract was up in April 2013.  I have spoken to three customer service people in the last few months, the last just today (Earl) and each said I should have cancelled it back in June 2011 since it would not work as told.  When I said I tried they all said they did not understand it but there was nothing they were going to do about it now. Bottom line, Verizon sold me a product that would not work as stated and would only cancel it they could punish me.  The unit has been in a bottom drawer since June 2011 and not used.  Was able to finally cancel it on April 29, 2013 but only after spending over $504 on fees fo the past 21 months of non-use.  Today, Earl said let me make it right.  He offered me one months free data but would also extend my contract for a year.  I said no thanks.  CUSTOMER BEWARE.  VERIZON WILL SCREW YOU EVERY CHANCE THEY GET.

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Re: Why does Verizon Treat their Loyal customers so BAD?
Not applicable

You have 14 days to return a device, not 2 years.

Re: Why does Verizon Treat their Loyal customers so BAD?
JR2306
Member

I agree! I am on the phone right now with a Supervisor named Brandon that works in the Washington State Call center and he is being anything but nice.  He won't allow me to speak, he is very condescending, and rude.  On top of that, he's raising his voice at me.  I have had my VZW account for a while and to be treated this way is ridiculous! This "Customer Service Supervisor" does not know the meaning of CUSTOMER or SERVICE.   I must say the same VERIZON WILL SCREW YOU EVERY CHANCE THEY GET! To have a person like this on their Management team also shows there stance on how they really feel about their customers!

Re: Why does Verizon Treat their Loyal customers so BAD?
spitxfire
Novice

How should Verizon know if that will work with your security system, they're 2 totally different companies.  And how are there are all these fees, associated with the home phone connect, I think the ETF is only $175.

<< Personal comments removed.  Please keep it courteous. >>

Message was edited by: Verizon Moderator

Re: Why does Verizon Treat their Loyal customers so BAD?
sburks972
Member

Not sure if you understand.  I tried to return the item the day I found out I had be lied to by the salesperson.  But because it was almost two months from the time I got the thing, they would not accept it even though the thing did not work as described.  I hope that clears it up for you.

<< Comments edited. Please refrain form making condescending remarks about other community members. >>

Message was edited by: Verizon Moderator

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Re: Why does Verizon Treat their Loyal customers so BAD?
Not applicable

You have 14 days to return a device.  After 14 days, it is yours.

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Re: Why does Verizon Treat their Loyal customers so BAD?
sburks972
Member

Who better to know if a product being sold will work on any security system, than the people selling it.  After I tried to use it, technical service knew immediately that it would not work with security systems.  If you bought something from a vendor to do a job and later found out it would not work, nor would it ever had worked, you would be OK with that?  NOT ME.  In hindsight, I should ate the penalty and save a few dollars instead of running out the contract. 

<< Personal comments removed. >>

Message was edited by: Verizon Moderator

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Re: Why does Verizon Treat their Loyal customers so BAD?
PDawg2013
Novice

<< Comments regarding moderation and VZW representatives should be addressed to the moderators or VZW reps via Direct Message, not discussed on the public forum.  >>

The thing I find amazing is that VZW service has gone down the tubes. I have been with them since before being known as Verizon (Airtouch Cellular....look it up sometime). Their practices fall right in line with highway robbery and blatant lying to a customer to get a sale. Commissioned sales has always been a failed policy when related to a customer. The company wins, but the consumer always loses. VZW sales reps are generally not very knowledgeable and are really not trained to sell you the best bang for your buck. I make many of them look like complete morons (just for kicks...lol) due to the fact that maybe that one person will hear my discussion and not get snowed over. I have even had customers come up to me in the store and ask me questions related to the phones and capabilities in the store. And you know what? VZW rep stands there and fumes because I steered someone to a legitimate selection, vice a substandard selection that they wanted to sell them. Others actually leave the store in horror, because they can't believe the VZW reps lack basic knowledge of what they are trying to sell. How does VZW expect an Apple fanboy to sell a legitimate Android device? NEWS FLASH: They can't! 90% of Apple fanboys know nothing related to to Android nuiansces such as the lack of the capability to move apps to SD card after the implementation of ICS. I could go on for days related to this topic, but do not belittle anothers experience based off of "your" interpretation.

Message was edited by: Verizon Moderator

Re: Why does Verizon Treat their Loyal customers so BAD?
NuDroidUsrr
Sr. Member

Why did you not try the unit when you got it? Or did it work fine before you moved? Did you not try it until then? I am just wondering why the delay in trying it and seeing that it did not work.

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Re: Why does Verizon Treat their Loyal customers so BAD?
rcschnoor
Sr. Leader
Sr. Leader

Good question.

I ALSO purchased a Home Phone Connect in April of 2011. I, however paid full price for the unit. I find it ridiculous to sign a contract with a $175 ETF if the unit itself ONLY cost $120 full retail, meaning I was only subsidized to the tune of $120. I feel having to possibly be responsible for an ETF which is GREATER than the cost of the item I purchased is just crazy.

At the time I purchased the unit, it was clearly labeled in the store that the unit was NOT compatible with home security systems OR fax machines. I went with the $9.99 add a line sharing the minutes with my monthly allowance instead of the $20 unlimited calling.

The unit itself worked exactly how it was advertised for me, replacing my home phone line. I only stopped using it when I switched my plan to Share Everything after having the unit for ~18 months. My monthly access fee would have DOUBLED to $20/month instead of the $10/month I was previously paying. I just ported the number out to a landline service. As a result of paying full retail, I had no ETF when porting out the line.

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