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Verizon Wireless - Page 3

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1.3 out of 5, based on 68 ratings and
142 reviews & complaints.

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Open letter to Verizon Regarding Phone-Trade Mail-In Program
Posted by on
Rating: 1/51
BLOOMINGTON -- Dear Verizon,

I’m writing this in regard to your Verizon Wireless Trade-In program. I’m 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’m 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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FoDaddy19 on 2013-08-16:
The last phone I sent in, I got $100 for, which was exactly what Verizon told me I was entitled to. I did make sure it was functional before I sent it in, and I charged it up before putting it in the envelope to make sure it would power on when they tested it upon receiving it.

Do you have the option of getting the phone back?
Kristal on 2013-10-24:
Thank you for writing this open letter. I had the same experience but I was foolish enough to send in 2 iphone 4s's. What a joke and I too will be cancelling 4 lines if this isn't resolved.
eziggy3 on 2013-11-09:
Same here. iPhone was appraised at $200 and then they tell me it has a ban screen and give me $35
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Gone Way Downhill!!
Posted by on
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...Welllll, who's 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
Posted by on
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 mad the associate helping Mr 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 door stop 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 run around 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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FoDaddy19 on 2013-07-05:
These days do the litigious nature of our society, often time store employees won't help disabled people open doors or help them across the parking lot and so on, unless the person explicitly asks for help. It does seem uncaring and uncompassionate, but companies have been sued and have lost millions to people falling down or getting injured whilst an employee is trying to help.

It sucks, but I understand why companies have these policies.
Susan on 2013-07-05:
I'm confused - is your major complaint that they are taking advantage of your disability because they haven't called you after your incident in the store or that they took away your unlimited data plan?
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7 Years and Counting
Posted by on
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
Posted by on
Rating: 1/51
CHICAGO, ILLINOIS -- Verizon should be ashamed!

Didn't need a smart phone. Purchased a basic Samsung Briteside 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 Restocking 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 Restocking 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 Restocking 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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Aa on 2013-07-04:
Dispute it with your credit card. Phone was defective and of course you have to deal with near minimum store employees who have a real fu attitude towards customers
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Signed Contract Under False Information
Posted by on
Rating: 1/51
IRVINE, CALIFORNIA -- Not feeling good about Verizon Wireless right now. I was out of contract and decided to look into new plans and new phones. I asked one of their dealers about Pay As You Go to save some money. He told me they didn't offer Pay As You Go there so I was going to go somewhere else. However, he told me that the Pay As You Go plan would charge me $1 a day per phone and that I would be better of staying with my current plan. So, I signed a new contract. I found out a month later what he told me was false and that Pay As You Go only charged the $1 on days I actually used the phone. So, I called Verizon and got the run around. So, after about a month went by, I got mad and filed a BBB report on them. I got a call today from them and this person said I am in a valid contract and they will not release me from it so I can go to Pay As You Go, even though I contend the contract is not valid because I signed under false pretenses. They say they have no proof he told me this. I said they could call him and they said yes, the salesman could call them but they had a valid contract signed by me. I just had to get this off my chest. All they care about is their money, not the customer.
     
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JISCal2 on 2013-01-03:
There are no real winners in the contract cell company circle. In my opinion however, Verizon is simply the worst. I'm sorry you were duped. Is the phone worth enough that you can cell it and pay off any early termination fee for breaking the contract?
At Your Service on 2013-01-03:
With respect, you would have had the ability to confirm such information before signing said contract. The fact that you chose not to wouldn't invalidate a contract.

I don't agree that Verizon is any better or worse than other companies with their processes. The customer only chooses to sign a contract to get the promotional value of a phone. Nothing forces one to sign said contract. Paying early termination fees is really the equivalent of repaying the value you were given on the device up front.
lambert54 on 2013-01-03:
Thanks for the comment JISCal2. The phones I got are the old style flip phones, not sure how much I can get out of them but it is something to look into. I appreciate the suggestion.
Susan on 2013-01-03:
The only information that counts is what you are signing - - not what a sales person tells you.
lambert54 on 2013-01-05:
Well At Your Service, I guess I should not have believed their own salesperson and waited to investigate his claim. Silly me for tending to believe official representatives. I also should not have tried to get new phones the day before vacation. Mine was broken, but I guess I could have gone without a phone during vacation.
Robert on 2013-07-05:
Verzion is by far the worst to deal with. I also signed up being told my 4g data plan included tethering my laptop. After I tried to connect it said please call verzion. Called verzion and they said that's not included, sorry that's $30 more a month. Would not let me cancel because I was on day 16 and the grace period was only 14 days. I have called them 20 times and they won't let me out. I ported my number to someone else, didn't pay, and now my credit is screwed. Last week I paid the collection account because I'm trying to refi my home, called verzion again 20 times and they won't remove it from my credit. I hate this company.
Kim on 2013-08-09:
Went to Verizon store for sole purpose of consolidating phones into one plan. Verizon wireless rep recommended adding a hotspot for one user to use for home wifi service for $20 per month. Rep sounded so good we added two hotspots at 20 per month each. Six weeks later after first real use of hot spot and receiving high data usage alerts informed by customer service rep hot spot NOT recommended for home wifi. When called to cancel the hotspots at $20 per month each informed for the first time that they were under a two year contract and sybject to early termination fee. Never discussed in recorded call at store. Requested to receive call from "corporate" to resolve after spending nearly two hours on phone with Verizon customer service rep and manager. To date have heard nothing back. Would never recommend Verizon and will switch all phones to another carrier as soon as plans expire. Their refusal to review recording of call which would confirm misrepresentations and failure to call back is contradictory of their claim of having "world class customer service."
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Problem With Texting Bill.
Posted by on
Rating: 4/51
MUSKEGON, MICHIGAN -- My Verizon Bill for the month of August came and it was $480.20 !!! After several conversations with Verizon employees (all of whom aren't "authorized" to do much) I am still not able to get my point across.

I signed up for unlimited talk and text on both of my phones because I have my 13 year old grandson on one phone. I explained when this phone became his (formally his moms now deceased) that I didn't want any problems with large bills because he IS 13 and I don't want to worry about his usage. Well as it turns out the unlimited doesn't mean what it says, it means Verizon to Verizon. WHY on the bill are there 2 listing for messaging one is Unlimited M2M text and the other is Text, Picture & Video -- we do have a data block. As it turns out my grandson exceeded the limit by quite a bit (according to them). Verizon is also saying why am I complaining now when this has been the way the account has been for a long time. Obviously I wouldn't be calling them for the 1st time if there wasn't a problem!!!!!!

I have explained to 3 different operators that the phone was my daughters when she passed away my grandson took it over so there wouldn't have been a problem for the first months of the plan. THE OTHER ISSUE IS IF VERIZON WOULD HAVE GIVEN ME THE PLAN I ASKED FOR IN THE FIRST PLACE THERE WOULDN'T BE A PROBLEM NOW. They even went so far as to contact the store to see if they could verify what I was telling them--no one that was employed there when I signed up for the plan is at that store. So Verizon says it is not a Verizon problem.

I had my plan changed with the first person I talked with so there will be no more problems and was supposed to receive some type of adjustment on my next bill didn't happen. I also explained I would be paying the corrected amount over time because coming up with that amount of money at one time is difficult. One of the phones was shut off for late payment -- fees were charged to turn it back on PLUS late fees.

WE WILL BE LOOKING AT OTHER CARRIERS or pay as you go phones that offer unlimited to everyone not just in a system. This appears that I may be able to save $40 to $50 a month for the same service. Why should I or anyone else pay a company for service when they are not providing what you have requested. BIG COMPANY OR NOT IT IS MY MONEY AND I EXPECT HONESTY AND GOOD CUSTOMER SERVICE.
     
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Bill on 2012-08-19:
A smartphone in the hands of a 13yo is a very dangerous thing indeed.
Sam on 2012-08-19:
Data block does not mean that picture texts will not be sent, I have Data block on all my phones but they can still send regular or picture texts. There seems to be some miscommunication going on between you and Verizon as to what plan you have and what is covered. Yes, m2m texts are unlimited between Verizon users but you can get an unlimited plan for texting that covers everyone not on Verizon. You just need to make sure that is the plan they understand you want and that you get. I have that for my son's phone, it costs $20 extra per month but is worth it as he sends and receives thousands of texts per month and no he isn't a teen, just a very prolific texter. All texts, picture messages are covered under this plan there is never an extra charge for texting.

Also it is a good idea to monitor frequently your usage online or by phone during the month to avoid just such mishaps as this.
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Taken to the bank by Verizon
Posted by on
Rating: 1/51
LOUISVILLE, KENTUCKY -- I took my daughter to upgrade an old phone we let her use for the past year, she had been saving for 5 months to get a new phone. When we arrived we found the phone she had been saving for and found out that she did not have enough money because Verizon now charges a $30 upgrade fee for the pleasure of extending a contract for 2 years. I have only been a customer for over 10 years and pay a bill every month to Verizon in excess of $200. We took the $30 Verizon we appreciate your business charge and purchased the phone.

Then the real surprise happened, we left and went to Costco and just by chance we walked past their mobile phone sales and viewed the same exact phone for $49 with the same upgrade for 2 years same program, not more than 5 minutes before we had been at a Verizon company store and paid $150 with a $50 mail in rebate. I returned to the Verizon store to ask if they honored prices from other stores selling their same products and the service person told me I could return for $35 re-stock fee but there is nothing she can do. Then she told me that Costco will not activate the phone or place the battery in the phone like they did. I told her for $100 charge I could figure out how to activate a phone.

Unless Verizon makes this right I will never buy another phone from Verizon and will look to move my accounts to another carrier. I did not know I needed to scour all of the Verizon competition to make sure I was getting the best deal. I would expect that a company I have been sending a check to for over 10 years would have my best interest at heart but they do not. Congratulations Verizon I have shared always shared how I love Verizon and the service provided. No longer will those words come out of my mouth.
     
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ok4now on 2012-06-06:
When it comes to customer loyalty Verizon definitely knows how to screw the customer. You really need to shop around to get the best deal. Generally you don't get the best price at the Verizon store. Costco and Amazon have excellent prices and activation shouldn't be a problem.
Suzy on 2012-06-07:
You will have to do your own research for cheaper prices, but most of the time you will find a better deal pricewise outside of Verizon. They will pretty much always be more expensive. As for the $30 upgrade fee, we were also recently hit with that and I very much disagree with it, so next time we shop for a phone, I will be looking into other options to offset it at least.
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Their mistake = My problem
Posted by on
Rating: 1/51
CASPER, WYOMING -- After being a loyal customer in good standing with Verizon wireless for over 10 years, I had to leave the United States to work in Costa Rica and Mexico. So, On December 29th I went into my local Verizon wireless store to cancel my service. After discussing and working with the Verizon representative for over 20 minutes on cancelling my account, all that we came down to was the early termination fee (ETF). She said that in certain cases, when a person is leaving the United States for job-related issues, Verizon will wave the ETF, and that I should call customer service when I left the store to see if they would. I thanked her for the advice, not looking forward to paying the $160 they wanted for leaving 5 months early.

Upon leaving the store, I called customer service, and was pretty quickly (and fairly rudely) told that under no circumstances would my ETF be waived. I was pretty upset (especially when I did the math on how much I had paid Verizon as a customer over the past 10 years!), but I accepted it for what it was.

Fast forward to March, when I started receiving emails from Verizon about my account. They wanted to know why I hadn't paid my bill for January and February?! It turns out that my account had never been cancelled when I was at the store on December 29th, and even though not a single call or text had been sent from my account, they still wanted my monthly fee! I spent hours on the phone trying to work it all out, to finally be told in the end that I was responsible for January and February, but they would end my account now, and there would be nothing else needed between us. So, I'm now over $300 for Jan and Feb, but I was done with Verizon.

Until today... when I found that I had still MORE charges on my Verizon account! They want another $290 on my closed account! After haggling with them for another hour, they agreed to 'do me a favor' and drop $130 off my bill, (letting me know that they were REALLY going above and beyond in customer service), and that I only owed them a final $160 to close out my account. However, I'm going to do everything that I possibly can to never give Verizon another DIME of my money. They have had enough! (For the record, Verizon admits that they have records of me talking about cancelling my service on the 29th, both in person and with customer service and in person, but they say that it must be my fault that the service wasn't cancelled, that I changed my mind, but that was never entered into the records somehow!)
     
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idontthinkso on 2012-05-16:
Very typical Verizon experience. Decent call quality, decent response to questions or issues.. NO CUSTOMER SERVICE!!
CowboyFan on 2012-05-17:
When cancelling a service, send a certified, return receipt letter to them saying:

"This is to confirm our discussion of December 29, 2011, in which I cancelled my Verizon account, numbered ***. My understanding is that I will only be responsible for the early termination fee, and that I will not be billed for any service in January, 2012, or for any month after that under this contract and telephone number. Thank you."

Such a letter would have provided the evidence you needed now to fight their claims.
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Verizon changing my service through Best Buy without me knowing it...
Posted by on
Rating: 1/51
Here is my story...I went into Best Buy because they gave me 50.00 off a 4s. At the time I had and have an unlimited plan on all of my phones. The Best Buy representative killed my unlimited plan on that phone without my knowledge...even after I asked him to make sure my plan does not change. My plan is designed to roll over to the new phones (which it has so many times in the past)...this did not happen. I got my 1st bill which was higher than normal, but I did not think anything of it because the first bill is normally higher when I switch in the middle of the billing cycle. When my next bill came in it was still $25.00 higher. I called Verizon after much debate they said no problem I will send it to our loyalty department and have them switch it back. They declined that request saying it was after the 15 day window (really?)...well guess what how would I have known it was 15 days...? Do they really think I wanted to change my plan to the more expensive plan. Also the original guy told me he would call me back...he didn't. I call back and speak with a supervisor...same story only she said normally they just automatically decline these and promised that she would call them personally and call me back. Well they declined it again and guess what she never called me back. I called back again today and he said "I will dispute it again and put more information in there and tell them to please help me as I have been with them since '08" -- he should have added that BEST BUY SCREWED THIS UP NOT ME. I am sure the response will be the same. Going on 5 years with Verizon...4 phones...and this is the treatment I get. I was told when I left TMobile years ago that their service is way better than Verizon. Until now I have not found this to be the case. Verizon has always been accommodating...this is just ridiculous how they are doing this to me. It may take me 2 years to transfer my service to another carrier...but that is what I will do. All for $25.00 a month Verizon...I guess it is worth it to them to lose me. I am thinking as Verizon gets bigger more of these "policy" decision will be made with no customer focus. I love Verizon and it kills me to write this...they need to seriously re-consider their Vendors in the future (not to mention their policy) and put the human touch back into their service. Anyone reading this will automatically know that this is NOT the right thing for the customer...I would love to be the first person to respond back on this site about how Verizon did the right thing...it is an easy fix and would restore my faith in them as a company once again.
     
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trmn8r on 2012-05-15:
This sounded to me like it was Best Buy's fault, not Verizon's. You are hoping for Verizon to understand that Best Buy "screwed this up", and make an allowance for it.

In an ideal world, this would work. Verizon isn't known for its "human touch". I hope you can get them to do this for you, but it may take a lot more complaining. My takeaway from this is to be wary of what goes on at Best Buy.
Anonymous on 2012-05-15:
Trmn8r> Good comment. It seems as though the Best Buy representative dropped the ball on this one. I would seriously consider changing to prepaid phones. My family and I did a few years back and have never been happier. $50 per phone for unlimited EVERYTHING with AT&T (formerly Alltel).

No binding contracts so you can switch to whichever carrier offers you the best rates.

Good review!
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