The "customer service" I have experienced through interactions with Verizon employees over the past week has been nothing short of terrible. Here are a few of the best examples:
1. Went to Verizon Store in person to upgrade my broken iPhone (2 months after eligible for upgrade). Salesperson sees me in vulnerable state and informs me, "In order to process your upgrade, we require that you purchase our 'Upgrade Pack', which includes great stuff like a case, screen protector, headphones, and speakers." They would NOT allow me to purchase a new phone unless I spent an additional $160 on accessories I did not want. Worst of all, they were only willing to replace my broken iPhone 4s with a downgraded 4, which they wanted to charge me $199 for, when the online price was FREE for that unit with a new contract. Salesperson claimed this was store policy at the Glendale, CA location. They attempted to extort me for profit as they knew I needed a phone immediately. I walked out.
2. After the in-store disaster, I purchased a new phone using Verizon's 1-800 number last week. I was told that my order went through, they charged my credit card, and was informed that the phone would arrive in 2 days. That was a week ago. My order was held up in "processing" for over a week, with no explanation as to why. My credit card was charged TWICE for the same amount, yet I still have no phone being shipped to me.
3. In order to understand why my phone had never been shipped, I had to call customer service upwards of 20 times, with no resolution offered after any of these phone calls, some of which lasted over an hour. One of the men on the phone asked me if he had resolved my issue. After I told him "no," he called back 5 minutes later and attempted to offer me a resolution, all the while laughing at me. I could hear that I was on speakerphone, and I heard his co-workers laughing in the background at our conversation. He could barely even speak he was laughing so hard. I found this very disrespecful and embarassing. A paying customer is frustrated by YOUR service... why is this funny? Was tickled by his own ineptitude? I was NOT laughing. The fact that Verizon would promote a culture of abusing customers among their employees is disgusting. This account pays upwards of $5,000 each year, and has been with Verizon for many many years. Is this how you treat a loyal, long-time customer? ABSOLUTELY NOT.
4. I was transferred to "customer care." After holding for about 25 minutes, one of the associates started looking into my order, decided it was a difficult issue to resolve as the order was, for some reason, not attached to my account in their database, and then mid-sentence, transferred my call to another, unrelated department - device tech support - just to get rid of me. At that point, I was done.
I CANNOT WAIT until my contract is over so I never have to deal with the ignorant people working for this organization EVER AGAIN.
We as consumers have to be able to say no, when you have been pressured to purchase anything we don't want or need.
First off cancel the charges to your card and calm down.
I always use the store (corporate not a reseller) walk in the door, find the phone I want call the guy or girl over tell them to go in the back and get it for me, I state firmly that no changes are to be added or subtracted from my number or account.
I decline any and all extras, since I picked them up when I am ready as a seperate transaction.
Please note to have service or a new phone does not require any accessory purchase. Speak up and stick to it.
After you have the new phone, if under a new contract via taking a free or subsidize phone check the account on the receipt to see no surprises were added. If you are paying full price make sure you were not placed under any contract, make sure everything you had previously on the acvount be it unlimited data, calling, picture messaging, texting what ever make sure the only change was just the esn/meid number for your new device.
If you stay alert, firm and unfazed you will prevail.
Cancel the charges to your credit or bank card and then laugh right back at them when they call you. (verizon)
I have had the similar issues. And do they have home agents? One of the Customer Care people I spoke with - it sounded like there was a tv going on in the back ground and she was talking to her children - when I asked what that noise was she quickly tried to quite what ever was going on, but after a few more mins. it was all the same - people laughing - she ended up saying she would check on my situation and ended up transferring me to a new "Customer Service" agent. Unfortunately, I just switched over and now am locked in a two year contract with this HORRIBLE company - at least you are done soon!
Good luck anything has to be better than Verizon!
Which store in Glendale? .
As to the poster suggesting they cancel the charges, They agreed to them. They simply need to take all the stuff back, pay the restocking fee and be done with it
Now if they went to a reseller in Glendale, the return may not be as easy
They cancel the charges to get Verizon to call them. Worst case here is the credit card company works with Verizon and the customer to get the second wrong charge removed. I believe this is what the op mentioned.
You also have fraud here in that selling a phone only with accessory purchase, is sale by deception. And even if a reseller they are under Verizon Wireless as their agent. No skirting the responsibility they sell the service for Verizon.