How do I file a complaint. Our iphone 7 started having a cellular failure/no service issue. Contacted customer support on 9/13. Worked with support and was able to fix the issue for a couple days, but unfortunately it came back. Called customer support again on 9/16 . This time I was told that it was a recall issue with Apple and that I needed to take it to an Apple store. I was never told to first take it to a Verizon store. I asked it there was anything Verizon could do and was told "no" that it was a recall issue with Apple and I needed to take it to Apple so they could send it out for repairs. If Verizon sent me another phone, she said I would have the same issue. So, that night I went to the Apple store and waited a long time to find out that they could not fix the phone because the issue would come and go. The next day, I contacted Verizon to have one of my lines switched to a business line and decided to cancel the mobile protection on the iphone 7 because I had been told there was nothing that could be done to fix it. On Sunday, I got the error message again on the phone and a no SIM message. Decided to take it to the Verizon store to get a new SIM, thinking maybe that was the issue. Was told at the Verizon store that it was not the SIM, but my antenae. They said I could have gotten a replacement phone had I not cancelled the Total Mobile protection. I told them the only reason I cancelled it was because I was told that there was nothing Verizon could do. The store was going to see what they could do, but was not confident that could get a replacement phone now.
I have been a customer of Verizon for 20+ years. I trusted technical support to give me correct information. They did not and now I am stuck with a phone that doesn't work and no recourse. I am seriously looking to switching providers to T-mobile or Sprint. Why be loyal to Verizon if they do not reward you for that loyalty and this is going to happen.
The correspondence address is listed on your bill.
I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.
Von51, I can understand your concern with your feeling that you were provided the incorrect information. I want to make sure that I can address your concerns properly. Upon review, I do show that the Apple iPhone 7 devices that are experiencing the issues that you have outlined were asked to be referred to Apple. The details regarding this matter can be reviewed via the link https://support.apple.com/iphone-7-no-service . We never want for you to want to leave the VZW Family and want to provide you with true and transparent information. The link I provided is directly from Apple. I want to make sure that you have this situation taken care of.
I hope this provides clarity.
I did go to Apple and they would not fix it. Then today when I went to the Verizon store and they said I could have gotten a warrenty replacement had I not cancelled my insurance. I cancelled my insurance (on Friday) because the person that referred me to Apple (on Thurs) told me that there was nothing Verizon could do and that I needed to take it to Apple. They said if they gave me another iphone 7 it would have the same issue. Why keep insurance if I cannot use it? Now I am being told that I could have gotten a replacement. I would love to get a straight answer from someone.
When it comes to options for our customers, we want to give a consistent, straight answer. I’ve sent you a Private Note, so we can uncover more details about what your true options are.