I've had an issue with a Verizon Customer Service Manager, Janet . I don't know where to file a formal complaint. I've already dropped that line from my account and will be dropping my other lines when the contract is up. I was extremely professional and nice until she started making claims that I was using my phone that hasn't been activated since October. I feel as if she takes so many angry customer calls that she didn't care to listen to my story, she came prepared to deny me of any help. She tried very hard to get off the phone with me. The worst part was when she denied the the $60 credit that the previous Customer Service Rep promised me. I want to be able to get a transcript of that record with Aesha (the first CS rep) and find a place to send it so I can still get my credit. Where in Verizon do they truly try to help resolve issues? I'm sure she's put horrible things about me in the notes. I'm an extremely professional person that was pushed to my limit. The managers at Verizon are too powerful. They get the freedom to do as they please and the customer is stuck unless they want to take them to small claims court. A business should not be impossible to work with. I don't feel Verizon cares about their customers.
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You both move to another cellular company. That is the only customer service Verizon understands.
Take your money to another provider. But make sure you actually have coverage when you do.
Your complaints will fall on deaf ears. Verizon does NOT care if you complain. They have you locked into a contract and are guaranteed money for X amount of time. If you break the contract they change you hefty ETF's, if you stick it out, they get paid their full contract amount. It is a no lose for Verizon.
I apologize for the bad experience outlined in your post! Your satisfaction is paramount to us and I will be happy to forward your complaint and feedback to our leadership team. Better yet, I'd like to review you account and options to bring a satisfactory resolution for you. Please send follow me and send me a direct message as we must access your account to assist you further.
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You deserve stellar customer service with every VZW interaction and I am here to help! May I ask why you feel that way? Pleas update me with your specific concerns. I look forward to hearing from you soon.
Thanks for your contribution to our community forums,
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We definitely care about any concerns that you may have. No matter whether you are in contract or not we always want to resolve all your issues. What's going on to make you feel as if we do not care?
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Lindsey, First off I have been a customer of Verizon since before you were Verizon. The first 5-7 years I NEVER needed any customer service and really only spoke to anyone when I would go upgrade my phones. After that and right about the time the LG Dare came out, the CS in the stores went way down hill and the CS agents would start explaining features on the phones that did not exist and ultimately would talk down to people in the stores. I took my Dare in as it was having some issues. I brought it in turned off and spoke to the person claiming to be a tech representative. he looked at my phone for about 3 seconds and told me that it was working perfectly and there was nothing wrong with it. I called a Manager over and explained to the Manager what my issues were and the tech person again stated he looked at the phone and there was nothing wring with it. When I asked the tech person how he was able to determine that the phone worked perfectly fine when it was shut off and the battery was in my pocket he turned ghost white and stumbled over an answer. But that was ages ago and I got over that one.
After that one and into my OG Droid. I had some issues with it and was advised I would get a replacement. I got not one but 2 replacements about a week apart from each other. the first one worked perfectly and my bad phone was returned to you and no issue there. The second one I refused the shipment at the CS agents request. Imaging my surprise when they added a charge of $499 to my bill because the one that was refused was supposedly Water Damaged. It only took 4 months and a complaint to The FTC to get that resolved.
There have been multiple other issues mostly on returns where you claim the phone never made it back (I had the signature) or the box was empty, or the wrong MEI number on it, or better yet the phone was damaged and then the pictures sent to me were of an iPhone and I have NEVER owned an iPhone.
Mostly though as I do understand the returns are done with contract companies, but when I am told by a CS Agent that someone will call me within 24-48 hours to resolve an issue, I expect a call back within 24-48 hours. In the past 5 years of being with Verizon, I was promised almost 35 calls back (mostly for the same issue) and ultimately got 1 single call back. To me that is terrible Customer Service and makes me feel like, you have me roped in to my contract because you know I am obligated to pay so you do NOT care about the Customer Service.
Now to be fair, I have had minor issues that have been resolved in a matter of minutes and have been provided excellent CS and within the last 6 months at that, but those are far and few between., I usually akin calling Verizon to having major dental work done (You need to do it but suffer all the way through). The only reason I am still with Verizon is a very selfish reason but a legitimate reason to stay. Verizon does have the best actual service in my part of the country so as long as I have no need to return my phone, I am pretty good. If there is a billing mistake it takes Verizon months to rectify it including sending someone to collection after double taking the payment from my checking account. When collections called it was a matter of minutes before it was sent back as overpaid, yet you would send it back to collections. So imaging my surprise when someone from the collection agency found that the payment was applied to the wrong account, and NEVER removed the Collections from my credit report, and worse never credited back the over payment and the best Verizon would do is give me a $15.00 per month credit until the over payment was at a 0 balance.
I could go on and on but my experience is that when it comes to Verizon and based on your CEO's statements, you are MONEY hungry. Your Share Everything Plan which was explained
We definitely appreciate you taking tim to provide feedback to us today Jakeman1. We always welcome both positive and negative feedback. By accepting this, this helps us improve our future offerings. I do offer my apologies that you've had a not so great experience with us. We always want you to feel that your backed by the best customer service in the industry! We definitely look forward to restoring your confidence in the future. Please keep us posted if we can be of any additional assistance, thanks!
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go to tmobile they will pay your cancellation fees thats what i am going to do i have been with verizon for 8 years and they wont even give me any discounts and i can afford there expensive service anymore