I have been a Verizon customer since 2001 and before that I was an Alltel customer who was acquired by Verizon. I am a plan owner that has 5 lines on it. I visited a Verizon corporate store i...
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I have been a Verizon customer since 2001 and before that I was an Alltel customer who was acquired by Verizon. I am a plan owner that has 5 lines on it. I visited a Verizon corporate store in Appleton, WI on 10/6/16 to make several changes. One of the lines on my account upgraded from a basic phone to an Apple iphone SE that day. I also made a plan change that day to move from the More Everything plan to "The New Verizon" plan. The advisor I was working with said that we needed to make the plan change effective on 10/8/16 as that was the first day of my billing cycle. So, we activated the iphone SE first, made the plan change and then we wanted to upgrade three other phones on my account from two Iphone 6's and one Iphone 6 plus to Iphone 7's and 7plus. The advisor told us that we couldn't order them that day or our account would be locked out because of the plan change that she initiated. She said we could order them online or come back in the store to order them (no stock in store) no sooner than 10/9/16. We tried ordering these phones online on 10/9, 10/11 and 10/12 had various problems that prevented us from ordering. One problem was the pricing on the website did not jive with the pricing we were quoted in the store so we did not order them online and had to make another trip to the store. My Mom and her husband who are retired have the two iphone 6's and they were able to get to a different Verizon store on 10/12 in Oshkosh, WI to order theirs and I went to the same corporate store in Appleton, WI I was at the previous week when I attempted to order my phone. They told me that the promotion was over. (Promotion was $550 trade in value on my 6 plus) I explained that I tried to order it the previous week and because of the plan change they turned me away and told me I couldn't order that day. I asked to speak to a manager to honor the promotion because I was turned away the previous week because their system couldn't handle making anymore changes after the plan change was initiated. Manager was very flippant and essentially told me he couldn't believe that I was turned away and that I had a week to order the phones. I explained that we were told we couldn't even do that until 10/9 at the soonest and explained about the issues with online ordering. He basically did not care. He didn't even bother telling me what the current promotion was for trade in of my iphone and offered me no assistance in upgrading my phone. I also had another line on my account that I was going to inquire about upgrading my Husband's Samsung. They had no interest in offering any further assistance but tell me that they would not offer the promotion. I said that you will be losing two lines on my account if you can't offer some assistance. He just shrugged his shoulders and let me walk out the door. I proceeded to get home and call Verizon customer support and spoke to a very nice woman who seemed outraged that I was turned away from ordering and she even said "They couldn't figure out how to cancel the plan change and order your phones?!?" She said that the people in the stores are sales driven and it is unheard of to turn away customers that want to order phones. She said she would see what she could do for me. She tried several options over the course of over an hour on the phone and several stints of putting me on hold, but couldn't come back to meet the promotion I was going to take advantage of the previous week. The BEST deal she could offer me would still cost me more than originally quoted because of the incompetence of the sales person I was working with. I explained that it is imperative that Verizon correct their wrong or they would lose my line, my husband's line and they would not get the new business of a new line that we are going to get for my son for Christmas. She said she was sorry but couldn't do anything for me. I said, what do we need to do to get this elevated so that the store has some sort of repercussion for their treatment of me in this situation. She proceeded to keep me on the line while she continued to fill out a form. It was taking forever for her to do this and this was after it was clear she could do nothing for me. I asked her if I was going to hear something back as to how this will be dealt with. She had to put me on hold to ask her supervisor and she came back to tell me that she was filling out an internal form and I wouldn't hear anything back from my complaint. I said, then you don't need to waste anymore of my time since I will not be a Verizon customer much longer, just until I can make a switch. At no point in any of my dealings with store personnel or 800 customer support did they say or act as if they valued me as a long time customer. It is because of this I will be leaving Verizon unless someone can right the wrong I have experienced.