Verizon customer service and retention "What a joke".

[katieyhip]

My husband got the glide and he brought it to the store and sat it on the counter. The guy there watched as the phone "clicked itself" through several menus (as was the problem my hubby was having). The solution = reboot the phone and give it a "few days" to see if it solved himself. haha

[Zehan]

Actually, that was a known issue with the original version of the Glyde. Samsung released an upgraded version that fixed that problem. Just goes to show that not all reps are equal. While some may receive poor service from certain reps, it's flat out unfair to lump ALL customer service reps into this category.

[ryetech]

I use to think they were the best all around, but I don't like that I am now on my 4th Storm in 11 months and that out of the 10+ Customer reps and Tech support  I have spoken to, one has finally admitted to the storm having reception issues.  Which I have complained about the whole year.  I work next to other Verizon customers who can make uninterrupted calls but I can't they get bars but I don't.  Sometimes I get dropped calls as frequent as 1 out of every 3.  Dropped calls are a daily thing for me.  The last Tech Support rep told me that "the storm does have weak reception in comparison to their other phones" but unfortunately they cannot change it for something else because I am no longer within 30 days of purchasing the phone.  I think for just the consistency of my complaints and the high number of dropped calls since I got this phone that they should replace it for something else and that I should not have to pay $500 + for a new phone.  But I will keep pursuing.

[MacDaddy]

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ryetech wrote:

I use to think they were the best all around, but I don't like that I am now on my 4th Storm in 11 months and that out of the 10+ Customer reps and Tech support  I have spoken to, one has finally admitted to the storm having reception issues.  Which I have complained about the whole year.  I work next to other Verizon customers who can make uninterrupted calls but I can't they get bars but I don't.  Sometimes I get dropped calls as frequent as 1 out of every 3.  Dropped calls are a daily thing for me.  The last Tech Support rep told me that "the storm does have weak reception in comparison to their other phones" but unfortunately they cannot change it for something else because I am no longer within 30 days of purchasing the phone.  I think for just the consistency of my complaints and the high number of dropped calls since I got this phone that they should replace it for something else and that I should not have to pay $500 + for a new phone.  But I will keep pursuing.

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First I have heard of the Storm Signal Problem. My Whole family has Verizon and I get a better signal on my Storm than any of the other phones ( 5 lines) I would bet most of your problems are software related. Sad fact is the Refurb Storms they send to customers, Some of which probably didn't completely wipe the old operating system before they installed 5.0 which is a major problem. Take your Storm, Backup your contacts, and completely wipe the device to a 507 error, then reinstall 5.0, unless you have a true hardware problem, your phone should work perfect with no problems.

[tSeEnToHr]

While I don't have the storm, I have had many problems with my MotoQ9m - Being a tech nerd, I don't really have problems figuring out how to get around things etc. But my phone would lock up often and go EXTREMELY slow in general (runs on windows mobile) I would have to say many of the problems that Verizon phones face are software issues and not hardware issues. (Going on 8 years of having Verizon) This being said, I have been sent another phone everytime the problem arose. I work in customer service industry and the problem is finding a solution that is beneficial to the consumer AND the company.

As far as your customer service complaint goes, as Verizon has gotten older, I would have to agree it's basically a joke. E-Mail through the website has responded to me once out of the countless times I have sent an e-mail and the closest Verizon store (corporate owned) is a pain in the rear-end to deal with. I tend to deal with satellite stores and authorized retailers and have no problems maybe you should try it that way? Verizon I do believe is trying to retain customers, but with their track record, they are also having many come in, so I think it's not as much of a concern as it could be.

Again, it's trying to find the balance between what's good for the consumer and what's good for the company. February is only a few months away

[bkfist]

I'm actually a bit surprised that Verizon doesn't offer a customer in your situation the chance to "buy out" the remainder of the contract to allow an early upgrade.  US Cellular, despite ALL their other problems, would at least give you the option to pay the amount of your ETF remaining on your contract for a line, then allow you to upgrade for the upgrade price.  Which with 3 months remaining should be around $30 or so.  After all, VZ has already "recouped" most of it's investment in subsidizing the phone to you.

Have you specifically asked about doing that with this line?

(Keep in mind the ETF fee for a new smart phone will be $350 now...)

[JeremiahP]

yes bkfist , I have tried this among many other things. So I have just recently placed a call into my area exectutive with Verizon and actually got a call back... I wa shocked to say the least.  I instructed him of all of the issues I was having and that I was not wanting a handout just to be able to purchase a new phone at a resonable price.  So I was offered to be able to do an 1 year upgrade instead of a to year.  Well at this point I cannot use my phone so I am paying for service that I really could'nt use.  So I agreed and thanked him.  I then talked to the person in CS he directed me to and made an order for the new droid and they agreed to take the mail in rebate off which gave me the phone for $243.  So now the next day I called in for an unrealated question on my wifes phone and while I was on the phone I inquired on the shipping date and was instructed the order was canceled do to the supervisor of the person who took my order, denied the order cause I had to do the mail in rebate because it was a one year upgrade... now how does this make since.. online through verizon they take off the rebate instantly.. but on the phone from verizon they wont that makes no since to me.. so I had to pay $343 instead... i'm not happy about it at all but atelast I will have a phone that will work at this point..