MONTEREY, CALIFORNIA -- I would like to bring to your notice the unacceptable, extremely frustrating and appalling business practices in dealing with the Verizon customer service team. I manage a busy and successful medical practice and one of the keys to our success is that patients have access to my cell phone at all times and some of them are senior citizens with acute medical needs and having a cell phone that works is a necessity and not an option. We manage more than 6000 active patients. All my staff that work for me and have cell phones with AT&T, Sprint, T Mobile etc have excellent cell phone reception in the office.
I have been a loyal customer of Verizon for more than 5 years (from 2004) and have not called customer service even once in that time prior to January 20th 2009 because I had no complaints about my service. I was so happy with their service and have included my wife and children on my account from 2005
On January 20th 2009 we moved to our new office and my cell phone service was nonexistent inside and outside our building. I went to the Verizon store on Del-Monte Ave. and waited for more than 1 hour and complained about the lack of cell phone service in my new location at **.
The store Manager said that Monterey was on an all digital network and I was using an old LG phone and recommended that I upgrade my phone model as that was the problem. I paid $ 300 and upgraded to a Verizon Storm on the Managers recommendation, because he was confident that this would solve my problem. At that time I also upgraded my phone service to include internet.
Unfortunately to my disappointment my service did not improve either inside my office or outside the building. I made an additional visit to the Verizon Store in Del Monte Ave and complained about the lack of cell phone reception and customer service immediately blamed the type of building and recommended that I buy a Network Extender SCS-26UC4 for $ 200 which they assured me would solve the problem.
I installed the Network extender and installed it and to my disappointment it would only work 1 day in the week. I called the 1800 number customer service for the Network extender and explained to them my concerns and they immediately blamed my office computer network as the problem even though the customer service representative had no logical explanation for his theory
I spent $ 450 for a Network Specialist to check my firewall and network and everything was working fine. Finally when I communicated to the Network extender team of the results they felt my Network Extender and I finally figured out that the Network Extenders sensor is very direction specific and will need to be mounted on a specific window to work, and not on any window as the instructions recommends. I spoke more than 25 to ** and his team, who assured me that a team was scheduled to visit my area at the end of January 2009 to verify signal strength. I never did hear from ** or his team.
To cut a long story short I have called your customer service every day (more than 50 times) to address the issue of no cell phone connectivity or speak to a supervisor (**) all I got was lies and pushback's saying they will investigate or have opened a trouble ticket etc. and they will call me in 24 hours etc. Nothing has happened and not on supervisor has ever called back.
I requested a refund of all my cell phones and accessories for me and my family which they flatly refused saying it was past the 30 day cut-off. Finally a customer service supervisor called me ** to tell me there was marginal signal in my area.
Conclusion: I have been played by Verizon and its customer service staff by up selling equipment and services and not providing any value for defective nonexistent service. I have wasted more than 50 hours of my time and more than $1000 to work with Verizon to fix the problem.
Verizon customer service were deceitful and were only interested in delaying my problem past 30 days so I would be stuck with the cell phone hardware and monthly fees. My frustration with Verizon was getting worse with the lies and deception of your supervisors and I let them know how I felt, constructive criticism and it was not personal but a reflection of their pathetic corporate culture.
NJ, NEW JERSEY -- How about this? Dealing with the selling of my house and moving, Verizon Fios Service adds a cancellation fee to move. They said it is their policy. What happened to the days that they would support you when you moved. They don't have service at the location I am moving to. They said I had a contract. I thought big business would help in these cases. I was fooled. Please don't be fooled. If you plan to move, do not get into any contracts with anyone! This is not the way a big company is supposed to work. I understand if I was going to another company, but moving?
TUCSON, ARIZONA -- Where would I begin. The best way it has been described thus far is Verizarape. Lie, cheat, steal to get your money. Rude when and IF they do return a call. How many billions did they just pay out for the towers. Grease up and bend over because as soon as you have a contact that's all you will be doing. In another 6 months they can afford to spend a few more billion of your hard earned money...... I have to laugh when I see a customer representative will try to call to resolve any issues, that would be a first. For both the call and resolving anything.
NEW YORK, NEW YORK -- Once again Verizon has shown me that they have no heart and that customer loyalty means nothing to them. For the second time this week, once with Wireless and now with Fios, Verizon has disappointed me and refused to put the customers interest or desire above their own greed. I can't wait to be done with these contracts finally believe that switching carriers will be well with the inconvenience. I'm so sick of their 'no budge' attitude and impersonal policies. We all feel the same and suffer the same abuse of power, yet nothing ever changes.
Verizon Wireless: My iPhone was stolen 2 months after purchase, and Verizon refused to help me replace it at anything but full price. They suggested I sign up for the insurance post dated, to get it covered, they took my money, then refused payment on the insurance!
Verizon Fios: Verizon sent a letter, ads, and email, offering to continue bundle, before price went up at end of contract, so I agreed, signed contract, at which time they informed me that the 'wording' of their offer actually only offered the bundle not to change, but the small print. The catch was that it was actually the bundle that wouldn't change, not the price. They raised the price $50! It was all a ploy and a scam and just a way to keep me from leaving Verizon by thinking nothing would change.
Then when I called 2 minutes later to complain and say I'd made a mistake, that their offer was misleading, they said that I'd signed the contract and was stuck with it. They were very disagreeable and rude and offered no reward for my 15+ years of loyalty.
MASSACHUSETTS -- I called Verizon today, because I went online to my Verizon Bill Pay page to pay my son's bill, and did not find my son's account there. My son is a minor, so when I bought him his own line last month for his Birthday, I was told he HAD to be under my account. So, why then, is he getting a separate bill under MY account, that I can't access? I am: 1) unable to pay his bill, because it IS NOT under my account (where I am told it should be), and 2) unable to even create a new account for him, as site is saying "you have an account already" when I input his new number in... I am told.
After three hours on the phone talking to people who had no idea what they were talking about, that the original person who took my order made a mistake! Hmmm, you think?? Now, however, no one can rectify it, so I am left with no solution... Very, very frustrating experience with Verizon "customer care" today... Wonder how they'd feel if I provided bad payment information, then directed them through 11 nonexistent accounts? ;-) Anyway, on with my day!
WHITE PLAINS, NEW YORK -- I am getting sick of calling Verizon to sit on hold for 20+ minutes and spend another 10+ explaining the history only to have a "customer retention" representative waste my time. The bottom line is they do not value their customers because they will not extend "discounts" to match offers from their competitors. Why is Verizon taunting what was a perfectly happy customer? They make it hard instead of easy. They are money hungry and that's it.
If any of you Verizon reps who frequent these forums feel up to the challenge and would like to try to resolve this, or if you know a "bundle specialist" that can fix this, please let me know. I am not an angry customer who will scream at you over the phone; I am a frustrated customer who would like to continue the service but Verizon is not making it very easy.
GLENWOOD, MARYLAND -- Back on November 8 2013, I was offered a 2 year price guarantee and I signed up for it with the service starting on 8 November. I received my bill today and notice that there was an increase in the TV portion of the bill. I called Verizon and was told that yes they do see that I placed an order back in November but there must have been a glitch (because I signed up using their website) and the best that they can offer me is the new increased rate.
It didn't matter that I had an order number, a printout of the transaction or even that they could see order that I had agreed to. They would not give me what they promised. Their word is NO GOOD. Their customer service is NO GOOD. I will be leaving Verizon but I bet they charge me for breaking the 2 year agreement that was signed up back in November.
OSHKOSH, WISCONSIN -- I bought an HTC 8 phone under contract from Verizon. The phone had problems right from the start. Personnel at the store and over the phone tried to solve the problems, but couldn't. They sent a replacement which I found out was reconditioned because it had been over 14 days even though they took that time trying to fix the original phone. The replacement has different issues which I have been trying to resolve for almost 10 hours over the phone. They are sending another reconditioned replacement.
I have talked to Verizon customer service, who sent me to HTC, who sent me to Microsoft, who dropped me back to HTC, who took me back to Verizon, who was going to send me back to HTC but the HTC representative was still on the phone. Verizon will not do the right thing and replace with a new phone. I call their Corporate Care and they told me they would have to replace everyone's phone if they did mine which says to me this is a common problem for them.
TAUNTON, MASSACHUSETTS -- I was told by a Verizon representative that the early termination fee of $110 will be waived back in March 2013. They even noticed it on my account but did not keep what they have said. They reported the unpaid fee with the collection agency in Nov 2013. Verizon did not even notified me about the unpaid balance. When I called to find out why they reported it with collection agency they bounced me from department to department and no one knew how to fix the issue. They told me that they see notes on my account to waive the $110 fee but were not able to corrected.
After being on the phone with them for almost 3 hours and two representative which hang up, my issue is still unresolved. I am very disappointing with Verizon that would do something like this to the customers. We have been customers with them for over 10 years.
WESTWOOD ETC., NEW JERSEY -- Verizon has absolutely no concern for employees. Some workers do such an awful job with customers and don't care at all and get away with it. They do not care about their employees as well. The great employees they get rid of for stupid reasons. You are just a number to them despite your work history. Their products are expensive. They continuously go up. I can keep going on and on. Cablevision and Directv or other companies are much better in my opinion.
Verizon has no concern for employees, customers. The management is the worst. If you can avoid using Verizon you should. How can a company not care when they have a worker who put in over 100% into his work and let him go and family ended up losing everything they had? What does that tell you about that company. And they keep all the losers who just don't care, go park somewhere in a parking lot, take 3 hour lunches, do a crappy job with customers just to get job done, and trust me their prices always go up and up. Want to know more?