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Verizon Wireless Consumer Reviews - Page 2

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Worst Over the Phone Customer Service
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

SAN DIEGO, CALIFORNIA -- I've been with Verizon since early 1990's and never had a problem until now. My husband gets a discount through work so we made him the primary account holder. We were told that nothing would change but the name on the bill.

  1. We could not access the original account online because it was terminated but we were not notified of this or of the new account info.
  2. I called in to get account info but was refused because I was not an authorized user for this new account.
  3. My husband had to call in to get the new account number and re-register.
  4. In the meantime, my phone breaks down but my insurance / warranty does not transfer over to new account (but this was corrected and a replacement phone was sent to me).
  5. We were charged a late fee for not paying our new bill on time because a new billing date was also given to us without notice.
  6. I continued to check the original account online but no information can be accessed but then I received a bill for the remaining balance for the original account.

I called to get an explanation of what this balance was for and the phone representative told me it was an activation fee. When I asked for further explanation because this number has been active since the 90's, he told me he didn't know how much further to explain it and when I asked to speak to someone else he hung up on me. When I called back, the new representative explained it was a service fee for the remaining bill cycle (not my definition of activation fee).

My gripe is that we were not fully informed of what was going on with the account. If we were fully informed and told what to expect, I would not be questioning how much longer I will stay with Verizon. We had to pull teeth to get them to tell us our new account number and changes. Each call started with, "This did not transfer over with the creation of your new account". I do not plan to renew my contract with them. Only redeeming factor at this point is that technical support did assist me with replacing my phone when it went down.

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Open Letter to Verizon Regarding Phone-Trade Mail-in Program
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

BLOOMINGTON -- I am writing this in regard to your Verizon Wireless Trade-In program. I am also writing this as a largely powerless consumer. I sent a pristine Apple iPhone 4s to you expecting that the full trade-in value of $143.00 would easily be attainable. It was not. Shame on me for putting a $500 phone in the mail. What was I thinking?!

I received an email this morning informing me that my phone would not turn on and was only worth $25. This is my fault for being too trusting. That was foolish. There is absolutely no way for me to protest. You are well within your rights as stated in your agreements. I could get angry and allow myself to fume, but it would be of no benefit to me.

There are seemingly no repercussions for you. BUT, I am not without options. I am holding Verizon responsible for this. I still suffer the consequences - as it should be for being foolish - but I will do whatever I can to ensure that you share in them.

The bottom line is that you should not have a mail-in trade-in program for electronic devices that cost hundreds of dollars. That is such an obvious statement, that for this program to exist, it can only mean that Verizon is greedy and has no problem taking advantage of people who experience a moment of foolish trust.

  1. You will probably lose a customer.

  2. I will broadcast my experience online and off to anyone who can read.

  3. You will never regain my trust unless you make this right for me and anyone else who may have had the same experience. Get rid of the mail-in program.

I am sure this is not a big deal for you. What's one customer among millions? It is a big deal for me, though, €“not the money,€“ but the principle, and my frustration with myself for being foolish. Regardless, YOU set me up. You saved $118.00 up-front. What will be the back-end cost to you? Another irritated customer.

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Gone Way Downhill!!
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

UNION, SOUTH CAROLINA -- After upgrading to a new phone that would never stay connected to the internet, they ruled a Motorola software issue after calling in for weeks... sent me a "certified" replacement. It was as bad as the first or worse. (Hello I paid for a new phone here.) Second phone was also ruled Motorola software issue again. I was offered a different type phone but I would have to pay for the battery and door.

I refused to pay since I lost money already on an otter box case for the first phone. Having to buy a battery and door, told me it would be another used phone. They agreed to send a different Android which cost me $$$ on another protective case. This phone would not even power down. It locked up and wouldn't stay connected to internet as well. I called back and they offered to send yet another phone like the one I had but first wanted to mail a new sim card. The sim card didn't correct any problems.

I finally agreed to try the same junky phone again...not to my surprise...the connection issues were the same. They forced through some type update and no change. When I pay the upgrade price for a new phone, I expect a new phone replacement. I was told it was because I waited past a certain date to send it back... Well, whose fault was that??? Not mine, since every time I called they put me on with tech support who never could fix the problem.

I now have almost $300 in phones and cases but a phone that half works...and wasted countless hours of my time going through trouble shooting over and over and over only to get the same results as I got from the first call. I pay for internet on a phone which totals more than my home internet on two lines and I can't even surf the web without dropping signal...hot spots are the same. Tired and fed up with crappy pricey phones. GET IT RIGHT VERIZON WIRELESS AND STOP WITH THE RIP OFFS!!!

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The worst manager and experience at a store I ever had
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

OXNARD, CALIFORNIA -- I went into the Oxnard Verizon Wireless store and met the worst store manager ever. He was rude and has no compassion for his fellow man. I am a disabled person and he was rude and made the associate helping Me struggle with a return for two hours. If that wasn't bad enough he had the nerve to ask her for a tablet and to pull up a specific page after she had been struggling for almost two hours when he was not more than two feet from the counter to do it himself. Just plain lazy and downright rude.

On that was out my hands were full and this manager decides he shouldn't help a disabled person when he was no more than five feet from the door. Well my shoelace got stuck on the doorstop and I almost fell. If it wasn't for my cane I would have fallen. The manager made no attempt to help me free myself. I was stuck waiting until a different associate came to my assistance. The manager never thought he should Check on me. I went in the next day to fill out an incident report but was in too much pain to stay and fill one out. The girl I talked to said she called her district manager and she could call me and take the report over the phone.

That was June 8. This is how little respect this store manager has for the disabled. He shouldn't even be a manager. I am still waiting for them to take the report after multiple complaints. Verizon Wireless also changed my contract to limited data without disclosing this to me prior to the contract change. I feel this is totally illegal.

I have complained about this but all they do is give me the runaround and corporate double talk. They want everyone off the unlimited data plan and will do anything they have to to change it without disclosing the change to their customers. I am very disappointed with Verizon Wireless for cheating me out of my data plan. You should be ashamed of taking advantage of disabled people. How sad.

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7 Years and Counting
StarStarStarStarStarBy -
Rating: 5/51

I've been a customer of Verizon wireless for over 7 years now. If you deal with a company, any company, for very long you will most likely have some sort of challenge. I've had several with Verizon but they always seem to do the right thing in the end. Recently, I moved to another state and out of the entire state of Florida.

I move to the tiny 100-yard sliver of land that has spotty service. I called Customer Service and they opened a service ticket to have it checked out. Within a few days I got a call from the technician and he confirmed that I lived just between two towers where they didn't quite overlap. He informed me that because of this, I had the option of cancelling my contract without penalty. Because they have always treated me right, I decided I could live with the weak signal.

We recently upgraded a phone on our plan and somehow the insurance got dropped from the account in the process. The new phone was dropped and the screen broke. I called to file an insurance claim, and discovered the mistake.

After not getting anywhere with the first representative, I asked for a supervisor. I explained the issue and though he couldn't add the insurance as the phone was already damaged, he worked hard to resolve the problem. He ended up changing the upgrade date on another phone that was within a few months of being eligible. And instead of making me buy the new phone through them, I was able to shop around and get the best price.

This is just one example of how they have kept my business. It would be nice to have the representatives resolve all the issues, but when I get a hold of the right person, they do make it right. If you have an issue, be persistent and reasonable and they will do whatever they can to fix it.

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Deceptive Practices - Verizon "No Hassle" 14-Day Return Policy
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CHICAGO, ILLINOIS -- Verizon should be ashamed! Didn't need a smart phone. Purchased a basic Samsung Brightside phone from Costco for $59.00 ($99.00 at Verizon) and the $35.00 activation fee. Unfortunately, the phone was a piece of garbage (if you hit the number 2, the number 7 would appear on the screen, sales ads on the phone would begin randomly, etc). Had it for 6 days and decided to return it to Costco.

No problems with the return to Costco and no problems with the refund. However, I decided to get a smartphone and wanted an iPhone so I went to the Verizon dealer (Costco doesn't sell the iPhone). Went to Verizon intending to only pay an additional $40.00 plus tax for the iPhone pursuant to Verizon's "No Hassle" 14-Day Return Policy right? No way.

Verizon, with their "No Hassle" 14 Day Return Policy told me that I would have to pay the $35.00 activation fee for a second time as well as a $$30.00 upgrade fee because I returned the first phone and wanted a new phone, and a $30.00 re-stocking fee for the returned phone. You have got to be kidding! Pay an additional $95.00 for a defective phone returned 6 days after the purchase?

After much haggling and threatening, I finally got the upgrade fee waived and I convinced them that the phone line was still active so a second activation fee was a joke. I had to pay the re-stocking fee upfront and the Verizon representative agreed to reimburse it on my bill. (According to Verizon, there is no way to override this fee and Costco doesn't charge a re-stocking fee.) The Verizon "No Hassle" 14-Day Return Policy is a huge hassle. Purchase your phone from Costco if possible and threaten to cancel your contract if they don't waive these outrageous fees!

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Verizon Doesn't Honor Their "Promotions"
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

I currently have 5 phones on a plan with Verizon and have been a loyal customer for over 5 years. I received a card in the mail today that allowed me to increase my data plan from 4 GB to 8 GB at no additional charge. I immediately call the Verizon number on the card and spoke with a representative. They informed me that the promotion had just ended yesterday. I told her that I just received the card today, how could the promotion already be over? She stated that the promotion has been going on for a couple of weeks and that my mail service must be slow.

I've already had major heartburn over the fact that my Verizon plan is not nearly as good as AT&T or T-Mobile plans (even with 5 phones on our plan) but to offer me a small token of loyalty appreciation and then rescind the offer is too much. Verizon really doesn't give a crap about its customers. It's time to look elsewhere.

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Best Tech Support Ever Had
StarStarStarStarStarBy -
Rating: 5/51

I received a warranty replacement phone, requested on Friday and it was delivered on Monday morning as promised. That is excellent timeline and had some bugs to work out with phone. I called tech support and was connected to a very knowledgeable and professional tech, his name was Stevyn, Stevyn with a y, apologize if name spelling is wrong.

Anyways, we as the consumer always dread the tech support part but as a former site director for a call center over 300 employees, this young man took me, the consumer from upset not mad, as I understand the process. But this gentleman took the time to go into my phone and correct all the issues - as we use to say: 'one and done'. He actually made it a pleasure to make the call. He was very professional, kind and understanding and made sure all of my issues were resolved in such a pleasant and awesome manner, that I feel he deserves some recognition as a true tech supporter.

I have been with Verizon when they were formally Alltel and I will also say Verizon has the best coverage hands up in the United States. If I were still a site director as now retired, this young man could work for me anytime. He defines the "true" in true customer service. I hope Verizon takes a moment to recognize this man's work and talent.
Kudos to an excellent young man's dedication to his job and demeanor to his customers. I will close with a job well done again - one and done. Thank you sir for your help! A customer here for life!

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Representatives Lie About Plans/Services/Costs
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CINCINNATI, OHIO -- 9040 Union Cemetery Rd., Cincinnati, OH 45249. Representative - ** (didn't catch last name). Recently we had to replace a cell phone (one of four on our account), previously it had unlimited data. We were sold the 'Edge' program and told our bill would be significantly cheaper but would have to go to limited data. What a rip-off, now we have limited data and the bill was more expensive. Will be switching to AT&T. If you deal with these people, get everything in writing and don't let them talk you in to these programs - it is simply a rip off.

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Billing After Return
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

OMAHA, NEBRASKA -- I returned a Verizon Wireless broadband device within 3 days. I paid the restocking fee of $35 and closed the account. A month later I received a phone message stating that I owed $158.29. I called several numbers before I reached someone I could talk to. I was on the phone for 2 hours.

They made a mistake but said I owe them $4 for the 3 days that I had the device. I never received a bill in the mail or an email stating that the account was still open. I did keep my receipt and asked them if I would receive a confirmation. They said no because I didn't need one since the account was closed. I asked them to send one anyhow. They said they would, but of course never did.

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Verizon Wireless Rating:
Star Half star Empty star Empty star Empty star
1.3 out of 5, based on 77 ratings and
150 reviews & complaints.
Contact Information:
Verizon Wireless
PO Box 5029
Wallingford, CT 06492
800-256-4646 (ph)
www.verizonwireless.com
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