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It's not so much not getting the upgrade early, it's being told by numerous reps that I could and wasting well over an hour sitting in the store as well as travel time to be told different.
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Hi Brycedaddy - You deserve clear and accurate information during every interaction! I apologize for the experience that you had and that we are unable to offer an early upgrade. We certainly value your business and do not want to lose you!
Thank you,
YaleK_VZW
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nbokman,
We appreciate you reaching out to us and advising us of the issue. We want to make sure that each interaction that you have with Verizon Wireless is a positive one. I am sorry to hear that you did not have that each time. If you went to an authorized agent store they do not have the ability to do the Early Edge program options. If you were doing the Early Edge program you would have to trade in your current phones. This is because you have not fulfilled your current contract on that phone. If you were eligible to upgrade but decided to do the Edge program instead then you would be able to the Edge program with the $100 credit on your smartphones, because your contract is up on that device. I hope this clears up any confusion that there maybe.
RobinD_VZW
VZWSupport
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My main priority is getting everything right with my account & my equipment, but I'm to the point that I also want to file a complaint against several call center employees. At one time, I had a lot of faith in Verizon, but as of right now, I'm downright disgusted with the quality of customer service I have received.
I've had numerous reps promise to contact me in the course of working through equipment problems or billing issues stemming from the equipment problems--& not follow through...or they promise that they will stick with me to make sure everything is taken care of & complete resolution has been reached...They get involved just enough to make a mess of things, then abandon me, to where I have to call in & start all over with someone new. This has been going on since late November 2013. Not only am I tired of being told different things by different reps, I'm sick & tired of having to repeat the same things over & over. Since last November, I've spent probably close to 90-100 hours on the phone with Verizon customer service or tech support--each time taking longer to get through the call, because we have to start by cleaning up the mess made in dealing with the previous rep. I know that sounds like an exaggeration, but believe me, it isn't. One call to technical support was over 3 hours. There have been many calls in which I was on the phone for well over an hour. It's WAY too much to go into in this post, but here's a example of what I've been dealing with:
--A call center technician tried to force me to accept equipment inferior in quality to what I had already bought as a replacement. I was quite happy with my original equipment, until Verizon dropped the ball with a bad upgrade & destroyed the unit. He copped an attitude when he couldn't force me to make a quick decision to accept what he was trying to shove off on me--which was an older unit with less capability, that I had already decided against when I first purchased my equipment. (This also happened with another rep, prior to the most recent event. What she tried to shove off on me is so obsolete, it isn't even on the Verizon website anymore--but that's another story.)
--The call center technician basically accused me of lying, & got upset when I stood up to him & told him I was NOT going to pay for service I didn't use. He decided he was going to switch me to a more expensive plan to cover some of the charges--but not all--so basically, instead of paying $50 for service I didn't use, I would be paying $30. Not only did I NOT AUTHORIZE HIM TO, I clearly told him NOT TO change my plan, & repeated that I wasn't paying for ANY service I did not use. He did what he wanted to--he changed my plan, anyway. I guess he thought he was being smart about it, though, because he made the change go into effect 4 days after we last talked--& right in the middle of my billing cycle, which is something I know better than to do. It wasn't hard to figure out who made the change.
--A manager at that call center authorized a credit of $25 to cover something I would have to pay for with a vendor (which would cost me exactly $25), since Verizon doesn't stock it. This same technician decided that he was only going to issue partial credit of 8.62. Where he came up with this amount, I have no idea--but it doesn't cover the expense I will incur when I place the order I will need to place--if I keep the equipment I currently have. The credit was entered into my account with no name or code--but I knew who did it, since he was the last one I dealt with, before starting all over & dealing with another call center.
--After the last contact I had with the technician, I got in touch with someone in sales at a different call center. She agreed to help me with everything to come to complete resolution. She knew what I had been through, & was also well aware of the fact that I was upset about how rude the technician was to me, & about how he lied to me & copped an attitude when he couldn't railroad me. She also knew that I was tired of having to start over & over, because no one was following through, as they gave me their word they would do. She didn't call me back when she said she would, but instead, had someone from her call center call me back a few days after I was expecting to hear from her. I worked with that rep towards partial resolution concerning the billing issues--knowing that there would be other things cropping up on my next bill, since we are currently in that billing cycle right now. We then moved on to talk about my equipment issue. Going back to the technician mentioned above, I got confirmation that he lied to me about the equipment in between the time I talked to him about it & the time the rep at the new call center got in touch with me. My confirmation came from none other than an article in Verizon Insider. (Short & simple, I asked if a router would better fit my needs since I'm having trouble consistently getting a 4G signal with a JetPack. He said they were the same exact thing, except one has to be plugged in. I told him that even though I was one year into my current contract, I would be willing to start my contract over to purchase equipment that would better fit my needs, if he could clear it with a manager. He stuck to his statement that a JetPack was just as good as a router, & even went so far as to say that the routers were very unpopular--so I needed to stick with a JetPack.) After dealing with what billing issues we could deal with, we moved on to which router would better fit my needs. The rep was in agreement with me that it would be a win/win situation for both me & Verizon if I were to start a new contract, because Verizon would have assurance that I would be sticking around for at least another 2 years, & I would have internet service that I was happy with, because it was reliable. We also agreed that if I were to make a move like this, it was the right time to do it, since I've been having numerous JetPack issues since November, & am anxious to get everything resolved, so I can move forward. Both of us (myself & the rep) were struggling to understand some of the technical specs of the different models of equipment; while in the process of figuring it all out, the line disconnected. It was late, so I didn't expect the rep to call back that night, but figured either she would call be back--or one of her colleagues would--the next night. She never called back, nor did anyone else at that call center. I have left several messages with someone in the sales department at that call center to please have the person I was talking to--or someone else there--call me back so we can finish up with everything. It has been over a week, and no one as attempted to contact me either by phone or email.
If this is the type of customer service I can expect with Verizon, I'm very cautious about starting a new contract. In fact, I'm more inclined to cancel my service for both of my accounts, & go elsewhere.
How can I get in touch with someone that is willing to jump in, take over, & stick with me, until EVERYTHING is resolved?? I'm tired of wasting my time & repeating myself!! Or should I just be more interested in filing a formal complaint, & leaving Verizon all together?
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I regret to hear of your experience madamedoolittle! You deserve the best customer service and I am here to see that happen. Allow me to jump in to better assist. Please send me this information in a direct message so that I can take a closer look. I just sent you a follow-request. Follow right back!
I am looking forward to hearing back from you so that I can help.
Thank you,
LenaA_VZW
Follow us on Twitter @VZWSupport
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Spent long time this morning trying to activate an older device cuz I misplaced smartphone. Dialed *228 then entered option 1. Was asked for my Verizon "password"; "password" declined. Went around this loop several times, even changing my "password". Finally, I called and was told that the droid was looking for me to enter my Personal Identification Number (PIN), not a "password". From what I gather, the PIN is the 5 digit or less code used to access my voice messages.
Verizon, if you want a PIN then have your automated voice ask for the PIN, not a password. Wasted a lot of time because my communications company didn't communicate very well.
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Due to generalities and lack of specific information, as well as unfathomable times given, your post seems not clear or rather, far fetched. Can you provide specifics in a much shorter post so that you possibly can receive assistance and or counsel?
Thanks
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Hi! Just saw your message & am now awaiting the "follow" approval. I will check back later this afternoon. Thanks!