It just keeps getting better and better... my God Verizon. Am I on a sitcom here? Is this a reality TV show?
To whom it may concern,
I am up until this weekend a 6 year customer of yours, which while in the world of multi-million dollar business a 6 year relationship is hardly a time span of any significance I was a customer of yours never the less. As a software engineer a fairly quiet customer I might add. There are little to no problems I generally can’t solve myself, so my experience with contact customer support for my wireless plan is less than once every few years. Why does any of this matter? Well, I would like to explain to you why your company is losing two phone lines.
On 02/23/2016 I decided that I would upgrade both of my lines to your new Edge plan, the one where you pay monthly for your phones. My phone has been acting up lately and my wife was always less than enthused about the camera on her phone so the time had come. I went through your website to perform the upgrade… the experience went as expected, we went with 2 Galaxy S7 Edges because of the promotion for the VR Gear and Watch. I verified during the purchase that we would not need to turn our phones in as she wanted to give her phone to her Mother, I didn’t personally care about the outcome of mine but who wants an old Windows Phone anyway right? The order was finalized, everything was good.
On 03/07/2016 I noticed on my account notification page that my wife’s phone had already shipped, which was great! What I also noticed was that mine had not, which was strange to say the least. So I did what any person would do and opened up a support chat with one of your reps. She was very nice and helpful, she explained that there might be some lag in the shipping process ( which was strange because they were ordered at the same time ) and that I should wait 24 hours. If the status of my phone hadn’t changed in that time I should contact support again to get it resolved. Satisfied with this answer I thanked her and we both went our ways.
I waited the 24 hours and nothing had changed, so I again opened up a chat with support. After explaining the problem to this rep multiple times he gave me the tracking number for the phone that had already shipped. I spent another 20 minutes explaining to him that I was aware of that phone, and that the phone I was asking about was the phone that had not shipped. We went back and forth for quite some time, me attempting to help him understand the problem… he finally came to the conclusion that the reason my phone was still in processing was because both of the phones had shipped together. Again, this is odd as my account page clearly showed the order as still in processing. Beyond that point the only exchanges we had was canned verbatim and I decided to hope for the best and that both of my phones would arrive. I ended the support session, frustrated.
The next day I received the shipment, and sadly not to my surprise there was only one phone, my wife’s. Not only did only one phone arrive, but in the packaging explained that we had to ship her existing phone back… something I confirmed was NOT part of the deal. At this point I decided to head down to the Verizon store. I explained the situation to them and they understood the problem, but while looking into my account they could do nothing so we decided to call support together. I sat on the phone, in your Verizon store on your employee’s cellphone for 2 hours. I explained the situation to 3 reps, every time I was transferred I had to start at square one. Finally a rep understood the problem and she told me that she was transferring me to someone to have the phone overnighted to me. So again, I was transferred, to a man that had no idea why I was transferred to him. After another series of being put on hold he finally informs me that while he works through the problem he will need to call me back. I have no choice at this point, so I agree, and leave the store with absolutely nothing resolved. At this point, you have basically lost a customer while he was standing INSIDE your store.
Your rep does eventually call me back at 9:30PM EST to inform me that he has to cancel the previous order, create a new order, and overnight it but that it wouldn’t happen until tomorrow, and that someone other than him would do it because he had the day off. I was also informed that I would be contacted the next day to confirm. I inform him that he can do that, and that I also don’t believe any of that is going to happen, but my hands are still tied so what’s the point in even arguing?
So the next day rolls around, no changes to my account notification page, phone is still in “processing”, I was not contacted, so I am now livid. I figured a few good public slams of your company would get your attention as that is now the world we live in. Support only matters when the public can see how entirely you are failing a customer. Between FaceBook, Twitter, and countless reps responding you can literally just copy and paste everything I said above. Not a single one of your reps had anything but verbatim to give me, not a single rep has resolved a single issue.
It is now Friday, the day that you contractually agreed would be the last possible day I would have to wait for the phone you already charged me for via our Pre-Order agreement. I attempted one last time to contact your reps, and I am now back at square one having to explain the situation. I am not going to do so again. I have lost faith in you as a company.
Your representatives, the people that act as your line of communication have accomplished selling one of your customers to your competitors so well it’s almost comical, I leave you with the last Twitter message I just received informing me that not only did they not ship my new phone… they cancelled the entire upgrade instead of cancelling the original shipment and starting a new shipment.
Thank you for allowing us one last opportunity. In reviewing your account, I was happy to see that the order for the line ending in 2577, was successfully cancelled. I have sent a request to the billing team to also remove the Device Payment Plan immediately. ^LB
Good luck in your future endeavors.
It just keeps getting better and better... my God Verizon. Am I on a sitcom here? Is this a reality TV show?
we are sorry what happened to you buy honestly it took me cup of coffee and read whole story ..wished if you had made that issue simple easy wording ...you had tried to explain best but its too much to read too....how it be fixed no clue just wana give you opinion nothing personal...
Uh Naan,
Judging by your sentence structure and use of English... you're not exactly the audience I was aiming for. ,
Anyway, Verizon, you have a rep named Jorge that called me directly and he was able to accomplish in 30 minutes what countless of your reps couldn't do in a week. He saved you a customer today.
Start a new topic or ask questions in the open forum.
