Ordered Apple watch with a new line. Shipment received on June 19th. I followed the instructions as it was provided. But the watch is not able to receive or place calls. So reached out to support on June 21st. Service Rep - Raghav reviewed and asked couple times of unpairing and pairing and reconfiguring. It didn't work. After 2 hours of trouble shooting he mentioned will escalate to next level and make sure I'm not charged during this time as watch is not usable AND I should be receiving a call within 2 days with next steps or resolution. There was no update and watch is still not functioning.
Called Verizon Support again on 26th. Technician on call wanted me to check again all the steps we did last time which i was sure not going to help. Interestingly i could find that ticket with notes are not updated correctly and there was no action item documented from 21st call. I requested if can connect to a supervisor to find the progress on the ticket and to resolve my concern. She asked me to hold for 5-6 mins and i have been holding. After 5 mins of music she came and told he will be talking soon... Then after few mins. . i could hear her asking in Hindi (by the way I understand Hindi) whether will be taking call and Supervisor is not coming to call.. Hold the call for 38 mins and I disconnected and posting here...
So 2 things i need help:
- how can i address the activation of the watch
- how are you addressing these kind of poor customer service
This is never the experience we aim to deliver, sending a private note now.
-Anthony
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