TUSTIN, CALIFORNIA -- I recently started a new 2 yrs contract with Verizon. On my 2nd bill I was 4 days late paying the bill. I was charged a late payment fees. I called Verizon to ask to reverse the charge since we are new customers and are not aware of the penalty. To my surprise, they did not want to do it. I am so disappointed with the customer service they have. If I have a choice. So much so that I think if I have a choice, I'll definitely bring my business elsewhere. Too bad I am stuck with a 2 yrs contract for now. If only I had known of such lousy customer service.
WILMINGTON, NORTH CAROLINA -- I immediately noticed problems with my reception on my phone. I discussed this with the agents at their Oleander Drive Verizon location. They acknowledged there is a problem with the phone. It drops calls and breaks up during conversations. They told me the problem was going to be fixed by Samsung and a software update would be coming out soon. They would not give me an estimate time of repair. I called the 800 number and spoke with an agent. They did not know there was a problem with the phone. I Googled it and found indeed there is a problem.
I went back to the store. They told me they couldn't exchange it because I had passed the 14-day deadline for return/exchange. I told them they should have not sold the product, as they continue to do, if they know there is a reception problem. I asked to speak to a manager. They told me they would allow an exchange for a phone of their choice. Previously, I waited for contract renewal time so I could pick the best newly released phone. Now they are telling me I have lost that option. Something is wrong with a company of this size or any size treating customers like this when they are being honest and upholding their contract obligations. I feel as if I have been tricked.
OKLAHOMA CITY, OKLAHOMA -- A few weeks ago I dropped my cell phone and it broke. My service is with Verizon and has been for several years. We have four users on the plan. My phone was very simple, nothing fancy because I am not a huge cell phone user, mostly for needing to contact family or friend if I am not at home. We are currently on a month to month basis and do not want to renew for a two year period because they no longer offer the plan we had.
I went to Walmart and purchased a phone for $85.00 that was a pay as you go Verizon. I took it to a Verizon store and asked that they activate it to my number. Guess what!! They would not do that. I could purchase a phone at their store or their pre-owed website. Well, unless you sign up for a new two year contract, the price on the pre-owned is ridiculous. I could also use the pay as you go for six months and then they would activate it on my account. If you will do it after six months, why not to begin with and I am sure after six months they probably have some kind of ridiculous fee.
I called their customer service 800 number and got someone that sounded as if they were reading from a script. At first I could hear him well and then for some reason the sound was lost and I had to strain to hear every word. When I told him this, he asked if I was holding the phone to my ear. Customer Service, I think not; and there is not a corporate address or corporate phone number to go to a higher level.
SCHERERVILLE, INDIANA -- I have been harassed by Verizon every month for a few years on my payment history. I would like to hear from someone if they are experiencing the same from Verizon. Plus let me add that with each customer service rep you will hear a different explanation, which scares the heck out me that a company in the US can get away with poor representation from within.
First I receive emails, text messages that my account is past due and with the threat of disconnection. Now mind you I have never carry a past due amount more than 30 days, and since I do not pay on the due date I am charge a late fee which is my right but why am I am receiving the disconnection notices whereas I will be charged the 15.00 to reconnect. With each phone call I hear a different reason that never makes sense to me since I have been in the accounting field for the past 30 years. AM I NUTS....
I have been with Verizon for about nine years, and was always fairly satisfied with the service even though I have always thought their prices too high. I went over my minutes one month, and was talked into upgrading, which I did. I was given some bonus minutes which seemed to work well. Maybe I just wasn't listening well, but I did not realize that these minutes were only temporary, and I went over quite a bit when they were removed.
When I called, I was told that I could upgrade and would be forgiven the overage. Well, after I upgraded, I was told that I had not responded quickly enough or properly, so I was only given a small credit. At this point I was falling further and further behind. I tried to pay a little extra each month, but could never catch up (Checking on the minutes used is a farce, and info never correct). Last month I was told I could pay $100 by a certain date and then another amount at the beginning of the month. I always pay online but my net was down, so I paid the $100 at the store in the machine and did not take the receipt.
At the beginning of the month I made another payment. Lo and behold, my phone was shut off. I have been to the store, talked to reps, emailed, and have gotten no satisfaction. The last communication I got said I would not get credit for the payment because I could not prove I had made it. When I told them I wanted to cancel they started telling me they would have to talk to me on the phone not the computer (I like to get things in writing). They finally said I could pay the whole bill off and then get a one time $60 credit, and when the contract was up I could downgrade. I feel I have been manipulated and taken advantage of.
My plan calls for unlimited minutes and unlimited texting and after all the "extra" charges are added each month I wind up with a $170 bill. That is crazy! My cancellation fee is $175, plus the huge bill I still owe. I do not know if they have a payment plan if I cancel or if I can expect the phone police at my door!? I think I can get two prepaid phones with unlimited services for about $90 a month? I could pay for this and make a payment to Verizon and still eventually come out ahead. I am hoping other companies will start offering cheaper services and put a hurting on Verizon. Please do careful research before using Verizon.
This is a review approved by over 100 residents of a community called "Mount Vintage Plantation" (used to be a vineyard) in a hilly area of South Carolina. MV Plantation's post office address is North Augusta, SC but its physical location is nearer to Edgefield, SC. For some years, Alltel was the only company with a tower in the area. Verizon bought out Alltel, but didn't buy Alltel's tower. Verizon leased the tower for a few months, but now has lost the lease. Our service went from great with Alltel, to horrible with Verizon.
You can be sitting still, NOT MOVING, with 5 bars showing on your cell phone. Suddenly, without a move on your part, your cell phone will drop your call, and insist, "Leaving service area" as it drops your call (AGAIN!). In a few minutes, your Verizon phone may, or may not, decide to let you have service again. Dropped calls, within at least a 10 mile radius of Mount Vintage, are common, indeed, mandatory. It WILL happen.
If you're lucky, maybe a text message will go through. Verizon offered to sell us EACH a $200+ piece of equipment to "make a mini-tower in your house." That is fine, but MV is 40000 acres. Many of us hike, or ride horses, or golf on MV property. As of this time, we effectively have ZERO cell phone coverage. I plan to cancel my Verizon plan; after all, they can take money from me, but can't provide me with service. Might as well have a phone you like, since I won't' have phone service, anyway.
For now, if you have an Alltel phone, and if you DO NOT upgrade the software to Verizon or go to a Verizon plan, you have SOME service. However, anyone who is dumb enough to do as I did, and upgrade the software to Verizon, you're toast. No phone service. Guaranteed dropped calls, frequently and persistently. I am strongly considering ATT. OK, so they aren't known for great service either, but I could get an iPhone. However, I have to say that their telephone customer service has been terrific; very nice, attempted to be very helpful.
ATLANTA, GEORGIA -- Verizon had a slam dunk. I needed to change from my corporate phone and I had learned that AT&T did not work in my apartment complex through experience. I went to the local Verizon store to buy a service plan and a phone. I made a few critical mistakes. I went initially on a Tuesday with a basic need for info. After a few minutes, I left with (a) their catalog; (b) the info that none of their Droid demo phones were working; and (c) the business card of the person who provided this information.
I came back on Saturday needing to complete a transaction. I handed the business card to a different associate and learned that (a) the original associate would be in later, and (b) until then, no one could help me because associates work on commission. After pondering the situation for a while, I determined my intent to go to plan B (Best Buy or other) at which point a sales associate was willing to consider my request. My key need, beside a functioning phone with e-mail access, was transfer of my contact lists from my Blackberry. "No problem", I was assured.
A few hundred dollars later, I possessed a new phone and plan provided with grudging assistance. 45 minutes later I learned that they could not actually transfer my contacts because the new phone was too new and Verizon did not have compatible software. This discovery process was somewhat uncomfortable because I have neuropathy and the Verizon store does not have chairs. Both painful and debilitating as well as non-functional.
There were a number of offers posted around the store that were not honored (2 phones for 1, a bundle including Bluetooth). Naturally, I went to Verizon's website to post a comment/question to their customer service.
Unfortunately, selecting the option to send them an e-mail results in a non-responsive browser. I will be harassing Verizon to get them to honor their promises and solve their technical problems with Motorola. In the meantime, my lessons learned are (a) do not rely on Verizon's sales associates to be professional; (b) do not rely on Verizon and their providers to be compatible, and (c) do not expect Verizon to be accessible. Next time - 3rd party seller and consider other options. Since I am within Verizon's 30-day return window (for $35 fee), this may be my choice.
LAGUNA NIGUEL, CALIFORNIA -- Do not make the mistake of thinking Verizon will give you a new phone if the original phone has a flaw. I bought my phone and used it for a short time. It developed static in the transmission to the extent that people at the other end of the call asked me to call them back, the reception was so bad. Verizon provided me with a "reconditioned, like new" phone. It had the same problem and I sent it back. I was given another "reconditioned, like new" phone. It had the same problem so I took it to the sales manager of the Laguna Niguel, CA store.
After too long, he told me "if you try one more "reconditioned, like new phone" I promise that if it still doesn't work, I will give you a new phone". He said that in the presence of a salesperson. I received my third "reconditioned, like new" phone and it had the same problem. I returned to the Sales Manager who told me that he really didn't mean he would give me a "new" phone - he would give me another "refurbished, like new" phone of a different type. He was replaced in the discussions by his associate, another manager. That person continued the same story - even when we confirmed the offer of a "new" phone with the salesperson.
Thus after 4 failed phones, we still could not get a new phone, only a "reconditioned, like new" phone after being given the double talk that it was NEW TO US! As an aside, when we sent our useless phone back for the third time, the FedEx store clerk said "oh, you must be another Verizon customer. We have many of these returns every day." So, I have the same junk phone. A disgust for Verizon and its staff and a contract I can't get out of - even with the problems I've had. Don't use Verizon! T-Mobile and Metro PCS are better, cheaper alternatives!
My husband and I went to get my phone line switched to a separate account from my mom and dad's shortly after we got married. After several assurances that removing my phone line from my parent's plan wouldn't effect their plan, the people who handled our account reduced the minutes my parents had on their account. Further, we got the minimal number of text messages for each month because we don't text often, but we did want some coverage and were told that the plan would cover 250 text messages shared between our phone.
Three months later, we got a phone call about urgent information regarding our account because 57 text messages had been sent from my phone and my phone had no texting plan. We had been told the texting plan was shared between our phones. Further, our bills have been $40/month higher than we were quoted in the store every month.
The first month we could understand because there are always a lot of extra charges the first month, but it has been $40 over every month. We were told we would be under a one year contract. And when we called to find out why our bills were so high, we asked how long we still had on our contract because we intend to change phone companies as soon as possible because of all of this.
Our contract is set up as a two year contract, even though we were told it was only a one year contract. Further, they haven't been sending us monthly paper bills even though we requested it. We just found out it was because they mixed our addresses and had our P. O. box listed as our physical address. A week into our plan, they messed up the security settings on my phone and I spent four hours talking to people trying to get them to fix my phone so I could make outgoing calls. Overall, we have had a horrible experience with Verizon.
I received a bill from Verizon of $63.58 for 10 days of use (7 calls, less than 100 minutes use). When I returned the phone, I did get a full refund. Although the manager was technically correct in her wording, was demeaning in attitude and behavior, and putting as many obstacles in my way as she could possibly do. Definitely hostile.
I had bought the Motorola Droid cell phone from Verizon on 12/15/09. Was concerned that the coverage will work at my home office location (but there was no 3G at my location, & only 1 to 2 bars signal strength for minimum service). Salesman had showed me on a map that the Verizon coverage was good, saying that since Verizon always uses three cell sites for access, the reception is always very good (not true). He said there would be no charges if returned within 30 days, except for a few dollars for the time the service is actually used.
I found right away that there was no 3G coverage at my location (High speed), but I spent a few days testing it out, and trying to get it to work for me. Due to heavy traffic before Christmas, I waited until 12/26/09 to return the phone.
I called billing on 1/7/10 when I got the bill for $63.58, and found the charges include a $35 activation fee, which salesman had said would be waived (but it turns out the fine print said 3 days: oops, ALWAYS read the contract!) and a partial payment of the $39.99 monthly fee. I had the phone only ten days [$39.99/3=$13.34 + $35 is only $48.34, add some gov fees and it might be $53? but not the $63.58 they billed].
I asked the supervisor to remove the charges, since all this use was only for testing the service. She declined, saying it was legal. I told her: "You can justify your behavior any way you want. But you're a crook. Have a nice day" and hung up. I do not recommend Verizon wireless or the Droid phone, which turned out to be more lengthy or difficult for most things than the iPhone (which has a rolling ONE year backward search limit in calendar!), which I was REALLY hoping to replace with the Droid. So, I'm hoping my $63.58 lesson will not be for nothing if others take heed.