Accountability for Customer Experience

[threerd]

I recently had a pretty terrible experience with Verizon Tech Support and Customer Care. I am interested in knowing if others have found better ways to hold Verizon accountable for its customer experience. Here are a few details to set context:

• Two months ago, tried to upgrade my son's Gizmo watch with an Apple Watch. Bought the upgrade through the Verizon website.
• Tried to activate the new Apple Watch but it wouldn't sync. Spent 4-5 hours with Tech Support trying different things but they couldn't resolve the issue.
• Went to the Verizon store. In less than 5 minutes, they deduced that you can't switch from a Gizmo to an Apple Watch and keep the same number (why couldn't tech support figure that out?). Based on their recommendation, I bought a new Apple Watch at the store and then returned the upgrade watch I bought online back to Verizon (using their return instructions and UPS shipping label). Thought I was done.
• Fast forward a few weeks and I see that the returned watch is still on my account and I am being charged for it. I call Tech support and spend 1-2 hours online with the agent trying to cancel. She initially says they didn't get the watch but then ultimately finds that the watch went to a different receiving facility. She tells me that she can't cancel the account and refund me until they inspect the watch to ensure there is no damage and this will take a few weeks.
• Fast forward a few more weeks. The watch is still on my account. I call Tech Support again and the new agent tells me the last agent never initiated the process to have the watch inspected so nothing has been done. She guarantees that everything will be fixed by Sept 9.
• Fast forward to today, Sept 10. The watch is still on my account and I am still being billed. I spend 2.5 hours (yes, 2.5) on the phone with Tech Support and Customer Care to get the watch off my account. I then ask them to refund me both the costs that I have incurred for the watch AND for the poor customer experience and time I have wasted on the phone with them (8-10 hours) over the last two months. They refund part of my purchase which is frustrating enough not to wipe the whole purchase off. I then ask them to compensate me one month of billing for the poor customer experience (about $200). I have been a customer in good standing for 7 years with multiple plans and devices so I think this is a fair ask. The customer care agent says there is nothing they can do. I speak to the manager and he says he cannot refund $200. He can refund me $20.

Some may disagree but I find that exceptionally poor. It is not about taking advantage of Verizon. It is about demonstrating accountability for the customer experience and online services they offer. Two months of chasing down Verizon + 8-10 hours spent on the phone with Tech Support + 1 trip to the Verizon store = $20.

If anyone else has found a better path to hold Verizon accountable for their services and customer experience, very interested in your recommendations. After having been a loyal customer for years, this experience has soured me to the point of where I won't recommend them to friends, family, or business associates. An unfortunate result that, in my mind, could've been remedied with simple flexibility.