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Feedback on Customer Service Experience
Enthusiast - Level 1

I would like to provide some feedback on the awful Verizon Customer Service experience I've had over the last month.

I recently upgraded and purchased a new iPhone online, there was an issue with the order and it was never delivered to me. A customer service agent (after spending over an hour on the phone with her) told me to go into the store and get a phone there. I go to the store where the employees are confused why I was sent there because the original order was still in my account so they couldn't have me get a phone in-store. This was the Verizon in Hoboken, and I do want to mention that the people who worked there were very nice and helpful. They were able to get on the phone ( I spent 2 hours at the store), and had someone manually override the original order so I could walk out with my phone. I was guaranteed that I wouldn't be charged twice for the phone. I was.

The whole other issue here was I needed to trade in my old device to get an $800 credit that I signed for with my upgraded line. In total, I probably spent almost 10 hours on different phone calls trying to get this trade-in issue resolved. Finally, last week it seemed to have happened when I was transferred to an escalation team who ensured me that I would see the credit hit my account, they also said I would receive a follow-up call to confirm this. I never received that call and had to spend another 2 hours on the phone today confirming that I would be refunded properly for the initial order and that I was receiving my trade in credit. After several dropped calls, this was confirmed.

Finally, I asked to speak to someone to who I could provide feedback and express my frustrations. I was transferred to Dante, who I explained my experience to and all that really came out of that conversation was a reiteration of my billing statement, and a suggestion to dispute the refund with my bank to see it faster. When I expressed that the complimentary waiving of my $35 start-up charge did not feel sufficient for the horrific experience I've had with Verizon, I was told that Verizon does not compensate for time.  When I asked questions as to why I had to speak with so many different service agents and why this issue was not escalated in the first place, his response was that Verizon wouldn't really be able to see that kind of detail to know to escalate it. The whole conversation was dismissive. 

This is not okay for me. Several times throughout this process I had been guaranteed that the issue was resolved,  to have it not be.  There is an obvious lack of communication between all the different customer service departments and no clean process to keep customer notes in an account because I had to re-explain my situation every time I got on the phone. I would love to know what Verizon plans to do to address this issue and prevent it in the future. I really am considering switching service providers the next time I'm due for an upgrade.  I really only scratched the surface here with all the issues I had. 

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