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Verizon - Worst Customer Service Experience Ever

Miembro

I thought I would share my experience with Verizon as broadly as possible.  I have been with Verizon Wireless for about 5 month.  I never really used my cell phone from home until a serious injury left me confined to my house for the past month.  In the past month I came to realize that I have a very poor cellular signal within about a 100yd radius of my house.  I started to notice this as my phone would be sitting on my desk at home and intermittently the sound would go off that I have voicemail yet my phone didn't ring and I had no record of missed calls.  When I would try to make calls, every call would drop.  My in laws came into town last week, both are Verizon customers and they too cannot make or receive calls...they have to walk about 100yds away from the house.

I called Verizon and they summoned a technician to look into the problem.  The technician called me back and confirmed that my house is in the location of very poor cellular signal.  The technician said Verizon wasn't committing to fix the signal problem and told me to call Verizon customer service back. I called customer service today and they informed me that my only option was to spend $250 on a signal booster.  I asked Verizon if they would give me a signal booster for free given Verizon admitted there was a poor signal in my area and were not going to be fixing it.  Verizon said "no" because it was against policy.  Verizon told me my other option was to buy their signal booster from Amazon.  Apparently Amazon sells them for 50-60% less than Verzion sells them  I expressed my dissatisfaction with paying Verizon $100 a month for cellular service and then Verizon tells me I have to spend another $250 to get the cellular signal around my house - which they admitted was their problem.  I told Verizon that given their refusal to give me a signal booster, another solution was for me to switch carriers and asked them if they would let me out of my contract.  They said no to this too - again against policy. 

Never in my 35 year professional career have I experienced such poor customer service and bad business decisoin making.  I will be switching carriers and recommending everyone avoid Verizon for their poor service. I'm guessing the signal booster costs Verizon around $150.  Insteading of giving me one to compensate for their signal issues in my area, they hvae lost a customer for life and who will go out of his way to tell people how bad Verizon is and to not think of going with them.      

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Re: Verizon - Worst Customer Service Experience Ever

Líder Sénior

i understand that you're frustrated, but i would suggest that you test the coverage in your home before you switch carriers next time.

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Re: Verizon - Worst Customer Service Experience Ever

Miembro

I tested the coverage. We moved 4 months ago and it's terrible in the location of our new house.  When you go to a new carrier, you certainly don't test for coverage in potential places you may move to.  You rely on what Verizon advertises....superior coverage. 

What does this have to do with customer service?  When a company identifies a defficiency in their service, companies with superior customer service "make it right" for the customer..  Of course Verizon nor other carriers guarantee service everywhere in the country.  That said I don't live in a rural area.  I live in a suburban area just off a major arterial with VZ cell towers 1 mile to my north and 1 mile to my south.  The VZ tech said it's a poblem on their end because I should be getting good signal.  So again, when a company admits to an issue on their end, technical or otherwise, they should do what they need to do to make it right.  The idea that VZ's deffciency is my problem to solve via purchasing more VZ equipment which they make a tidy profit on is ridiculous.   A singal booster likely has COGS of $100 cost to Verizon.  I pay Verizon $150 a month for service.  If you're in business, a $100 expense to keep a $150 a month customer happy is a no brainer.  That's what it has to do with cusotmer serivce.     

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Re: Verizon - Worst Customer Service Experience Ever

Sr. Member

If you move in the middle of your lease, do you have to pay?

If you move to an area that doesn't have your same cable company and you're under contract, do you have to pay?

okey then

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Re: Verizon - Worst Customer Service Experience Ever

Leader

So you're saying your bill has gone up $50 since the first time you posted?

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Re: Verizon - Worst Customer Service Experience Ever

Miembro

I can relate.  I recieve very poor signal within my building at work and miss calls all the time.

What should we expect from any corporation that basically cares about their own profit margin and not about their customers.  In my opinion they proved that they don't give a *&%! by reducing domestic data plan on smartphones.

Might want to considered going back to good ol' LAN service for your home.  Or MajicJack works pretty good, as long as you have broadband internet service at home.

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Re: Verizon - Worst Customer Service Experience Ever

Same with me.  I've been with Verizon since 2006 and bought 2LG Spectrum phones.  The cost was $199.99 if a 2 year contract was signed.  It was buy one phone get one free.  However, Amazon is selling the same phone for $19.99 with a 2 year contract (which is the same exact contract as the one one would get through Verizon because Verizon provides the plan for Amazon).  I called Customer Support to see if they would match Amazon's deal, as I have been a loyal customer since 2006, and all the kept saying, like a broken record, was, "Nope.  Can't do it."  I told them I was leaving Verizon, which I will do NO MATTER WHAT, and they said nothing.  SAD!  And, worst customer service I've ever seen!!!!!!!!!!!!!

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Re: Verizon - Worst Customer Service Experience Ever

Sr. Member

You still got a great deal..roughly 1200 of equipment for 200. But Yah, most companies don't price match.

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Re: Verizon - Worst Customer Service Experience Ever

Líder Sénior

VERYUNHAPPY0420 wrote:

Same with me.  I've been with Verizon since 2006 and bought 2LG Spectrum phones.  The cost was $199.99 if a 2 year contract was signed.  It was buy one phone get one free.  However, Amazon is selling the same phone for $19.99 with a 2 year contract (which is the same exact contract as the one one would get through Verizon because Verizon provides the plan for Amazon).  I called Customer Support to see if they would match Amazon's deal, as I have been a loyal customer since 2006, and all the kept saying, like a broken record, was, "Nope.  Can't do it."  I told them I was leaving Verizon, which I will do NO MATTER WHAT, and they said nothing.  SAD!  And, worst customer service I've ever seen!!!!!!!!!!!!!

So why didn't you just get it from Amazon?

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Re: Verizon - Worst Customer Service Experience Ever

I did not see that deal until after I purchased the phone.  I am bringing the phone back and leaving Verizon.  I spoke with customer support and asked them to match Amazon's deal, knowing they can afford it, but they were stone cold repeating, "No.  We can't do that."  Good question.

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