cancelar
Mostrar resultados para
Busca en su lugar
Quieres decir:
Highlighted

What I wish I had from Verizon Customer Service: Respect

JosieS
Miembro

I'm in mobile app development. I probably know more than most about mobile devices and how they work. But repeatedly, I get horrible customer service from you all. I don't understand it. I've been your customer since before it was Verizon, and this is how you treat me?

First, there's this story:

http://cancertravels.blogspot.com/2015/05/its-pn-verizon-your-tech-support-needs.html

As you can see, a cancer survivor -- still dealing with treatment -- was hollered at by a Customer Service Rep that pretended to be a manager. I suspect that I was hijacked in my escalation by another CSR, because I can't believe Verizon would promote a rep with the emotional capacity of a child.

I worked my way past it all, and I decided to give Verizon another chance. I shouldn't have.

I most recently inquired about my plan, and to complain about the poor performance of my newer S5. Although my phone has very little on it of my own, I have 5 Gig worth of "miscellaneous files."  When I click on them, I only see a few Mb of files I can actually delete. In other words, bloatware and bad development has hijacked more than a third of my phone.  I've tried everything to free up space, and you can see by the attachment how little personal informstorageissue.jpgation I actually have on there. I regularly get messages that my phone is full, and can't update, and I freeze and struggle with other issues often.

First, I spoke with Baileigh on chat. She was delightful. She promised that she could get me a better plan for less money, and that I could, in fact exchange my poor performing phone for another. She gave me a number to call.

She was wrong. When I tried to get through the IVR, I had a horrible time. I received a text that said I was expected to pay some $355 for this phone. What? It's not working! It freezes up. I get nagged about running out of space constantly. My Verizon apps take up space and I can't delete them. I have an iPhone for work, and I never have problems like this.

Well, tell that to your phone specialist in Customer Service, because she was sure that all I had to do was move my photos onto my SD card. She chided me for storing so much on there; she wouldn't hear me when I repeated that I don't have anything on my phone. But the very worst part? She couldn't let me upgrade without collecting $250. What? For this piece of [removal required by the Verizon Wireless Terms of Service] you sold me? You won't back what you do? Baileigh had told me I could just trade it in. And that, my friends, would be fair. Instead, I get the "you're storing too much" lecture. Seriously? I know more about how to manage a phone than the woman I was speaking to.

I've paid you over $50,000 by my estimation, for the privilege of being treated like this. I don't get it.

Here's what I wish Verizon would give me:

  1. I wish you gave me respect. I'm actually pretty capable, and I know my way around phones. I may be 58, but I know more than most of your CSRs. They need to be trained in how to talk to the technically capable. I'm also very medically challenged. Do you really believe that someone yelling at me is appropriate?
  2. I wish you backed your equipment.
  3. I wish you had a way to escalate a problem, instead of allowing inethical supervisor spoofing.

Next stop: The first decent phone company that will get me out of Verizon. I'm not a masochist. And, maybe the FTC. I don't think you are being honest with your devices.

Labels (1)
Etiquetas (2)
0 Me gusta
1 Solution

Respuestas correctas

Re: What I wish I had from Verizon Customer Service: Respect

Chismes
Líder Sénior

That has NOTHING to do with Verizon and has everything to do with the manufacturer. Those miscellaneous files are from Samsung cloudagent more than likely. Google search it.

Reps can't help you nothing Verizon for that matter because they do not manufacturer the device. You'll get the same results on any other carrier with this exact same problem.

View solution in original post

Re: What I wish I had from Verizon Customer Service: Respect

Community Manager
Community Manager

JosieS-

Your concerns are my concerns. It breaks my heart to see that you are wanting to leave the Verizon Family. We are not ready to say goodbye just yet. I would love the opportunity to turn things around. You should be receiving excellent customer service and technical support no matter which representative you are speaking with, and I assure you that I am here to help. I know that my phone is my right arm, so it is alarming to read that you are having so many problems with your device. You should always be able to rely on a good working phone. I use every ounce of storage on my phone, sometimes down to the KB, so I definitely want to explore your storage concern. I would also love to dig a little bit deeper, you mentioned that there has been some poor performance on your S5, what seems to be going on? How long has that been going on?
AmberK_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

Re: What I wish I had from Verizon Customer Service: Respect

Chismes
Líder Sénior

That has NOTHING to do with Verizon and has everything to do with the manufacturer. Those miscellaneous files are from Samsung cloudagent more than likely. Google search it.

Reps can't help you nothing Verizon for that matter because they do not manufacturer the device. You'll get the same results on any other carrier with this exact same problem.

View solution in original post

Re: What I wish I had from Verizon Customer Service: Respect

JosieS
Miembro

Thank you, Amber. The freezing UI can happen anytime but seems most likely when it is nearly full. It isn't as full at the moment because I have moved almost everything off of my phone, including important apps like Chrome Beta and most of my photos. I cleared my cache and grabbed a little more, but that was painful as well. You see in the image that despite all of that, I still have almost 6 Gig of....nothing. When I click on Miscellaneous Files, there isn't nearly that much to delete, and most if it would be painful, like my Waze data.  If this is the manufacturer's fault, as suggested below, I deserve a better phone.

0 Me gusta

Re: What I wish I had from Verizon Customer Service: Respect

JosieS
Miembro

Well, that's interesting. Thanks for the insight. Did Samsung forget garbage collection? Is the OS just bad? I mean a third of my phone is tied up with junk.

0 Me gusta

Re: What I wish I had from Verizon Customer Service: Respect

Community Manager
Community Manager

JosieS,

We truly value your time & effort in troubleshooting your phone with us. I can certainly understand your frustration about having a phone with issues. This is never the experience we want anyone to have. Our number one goal is to make sure we can get any issues resolved with troubleshooting. I’m happy to hear that you are so experienced with this technology & have a lot of additional insight. I’m going to send you a Private Message to gather much needed information. Please respond back to me only in the Private Message to continue. I look forward to working with you.

AliciaS_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

0 Me gusta

Re: What I wish I had from Verizon Customer Service: Respect

Chismes
Líder Sénior

Then you need to talk to Samsung. It's cloudagent and there is no way to clear it other than removing all your cloudbased logins like Dropbox, Samsung backup, Google Photos, Box, and Facebook photo sync for example. Samsung actually removed this on their newer phones.

Verizon doesn't touch the code and are not obligated to give you a new or another phone.

0 Me gusta