NEW YORK, NEW YORK -- Verizon has the worst customer service I have ever seen. It started when I called for to get a land line and internet service. First, they told me I needed to be available for an entire day for hookup. They never set foot on my property but threw a switch somewhere so I lost a day of work for no reason. Then, they grossly overcharged me. My first bill was for $239.92 for the lowest level phone and internet package they have. Took me more than an hour on the phone to get some of the charges credited.
Then, I decided I wanted a wireless modem. So I contacted them again and again spent about an hour on the phone, mostly on hold to tell them I wanted to exchange my modem for a wireless. It took two calls to get a return label for the one I had and needed to return. Another hour on the phone. I returned the modem, which cost $69.98, they not give me credit for it. Called several times and they acknowledged over the phone that they had received the modem and credit would be issued. So I wrote them a letter and sent it with my payment and proof of delivery of the modem. I never got a response. Then, I was charged $46.49 by an ILD Teleservice. Another call with at least another hour on hold. They agreed to credit it (I also talked again about not getting credit for the modem. So they double credited the $46.49 on the SAME bill and still didn't credit the modem. So there was a net difference of $23.49. I wrote them another letter and mailed it with my payment. No response. So I have short paid my bill every month since and they have never asked why. In May when my contract was up, I called to cancel service. They said my contract wasn't up til the end of the month and it would cost me $16.00 to cancel early. I said OK and asked them to send me a label to return the wireless modem. They sent me a box to return a DVR which I have never had. Also, I got an email telling me it would cost me $165 to cancel my service. So I called again and asked them when they showed my contract was up. I knew it was sometime in May. They said June 25. So I told them not to cancel it. Then about a week later I got an email telling me my internet would be canceled by weeks end unless I called them and told them otherwise. I looked up my records and called them. My records showed my contract was up May 25th. So this person agreed and I told them to cancel my service on the last day of my contact and to send me a label for the wireless. The person told me that a label would automatically be sent to me. A month later I called because I still did not have a label and was told if I'd had the equipment for a year, I would not need to return it. Then I got a bill for $31.11 and have not paid it and they turned it over to a collection agency. I have filed a complaint with the FCC and also on Classaction. org
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Verizon-Full of Incompetence
Posted by Eakinkirstin93 on 2011-11-30
TEXAS -- I called Verizon up to see if I could save a little money and make a slight change to our business account. I was told I could add on TV service, upgrade internet, and change our phone lines so we wouldn't have to dial 9 to place a call and that would save us a little on our monthly bill. When the technician came out to look at our internet he informed us they wouldn't be able to do anything with the internet as it would interfere with our current internet and would have to be turned off in order to change it. We decided to cancel the order, but still asked if we could change our phone lines. They told us they would be able to do it and it would be between 24 and 48 hours. They never showed, so I called up there to see what the problem was and found out they had cancelled the whole order. I was a little irritated, but went ahead and made another order.
After about a week, we get a call from one of our customers saying they tried to leave a message for us about a $15,000 job, but it wouldn't go to our voicemail and that it was lucky they had our personal cellphone numbers or they wouldn't have been able to reach us. Who knows how many jobs we missed due to Verizon's mistakes. I call up to Verizon to see what the issue is and am told that we don't have a voice mailbox and they would have to build a new one for us. They then went on to say their Tech Support department is no longer able to construct them due to way too many mistakes and someone would be contacting me by the end of the day. We were able to get our mailbox up and running again, but they failed to tell us they also changed the number and passcode to access it. Finally, after talking to at least 3 different people, we were able to access our mailbox again.
Another week goes by and the owner of the company calls to leave us a message, but informs us that the line he called goes to a voice mailbox from 8 years ago. After unsuccessfully trying to access the mailbox, I have to call Verizon yet again. They tell me it is because of a "line hunt" issue and that they would correct the issue within 24 hours.
Two weeks later and I had to call AGAIN to resolve the issue. When Tech Support finally picks up, they ask if I'm sure I even have service with them because they don't see it on my account. I tell her "Yes of course I have phone service with y'all, I've been dealing with the same issue for the last couple of months," to which she replies "Oh yes I see that now, the first call was placed October 12th, corrected on November 4th, and again on November 17th, is this correct?" so I explain what has been going on and she transfers me to their Billing department. I'm then told they don't need to set anything up and it is a Tech issue, so I'm again transferred. The rude employee "helping" me asks to put me on hold so she can research my account and see if she can find the issue. When she THINKS I'm on hold I hear "OH honey I love that color shirt on you, did your wife pick it out? *unintelligible reply* How is the dog situation? *reply* AND she made you get rid of the cat?! *reply*" she then mumbles something, giggles and says "Yea, I don't even think she (referring to me) knows she's even on hold *laughs*" and then comes back on the phone and politely says "Thank you for holding ma'am, I'll be transferring you to someone who will be able to help you with the issue," and sends me back to the Billing department. Thankfully, she sends me to the only intelligent employee who apologizes sincerely after I explain to her what has been happening to me and tells me she won't be transferring me anymore and that she will call Tech Support herself to resolve it. Unfortunately, they can't help her and she has to transfer me, but stays on the line to make sure they answer. Finally they pick up and after having to explain my situation again, the non-English speaking "expert" runs a test on the WRONG line and says there is no issue and that someone would have to physically come out to check the phone. The person they were sending out calls an hour later to verify the order and our address, so I decide to explain my situation and the problem is corrected in under 15 minutes over the phone. I haven't had anymore problems today, but I'm sure we will have to contact them again in the very near future.
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Poor Customer Service
Posted by Kris on 2011-06-13
WYLIE, TEXAS -- While visiting a Verizon Wireless store on 4/19/11, I was told about a Verizon box that you can connect to your home phone to make the home phone act as a wireless number. I was told this would save us about $20 to $30 each month. They ported my number at the store and said the change would take place automatically in a couple of days. When the number became wireless, it shut down our home security system so I went back to the store on 4/28, returned the box, and was told the number would be ported back to our home phone and service would be restored in about 2 weeks. After waiting 14 business days, I called Verizon and was told that sometimes porting a number back takes a little more time, so I gave them more time. On May 19th I called in again and was told that a service tech would need to come out to get the phone number working. That was scheduled for May 24th but no one showed up. When I called in again I was told I was not verified so they just rescheduled the appointment for June instead of calling me. I explained that I was verified when I called in the first time and wanted the appt. rescheduled for as soon as possible. I was then hung up on. I called in several times over the next week, explained the problem in detail each time and finally was able to set the appointment up for 6/10. They did say that I did not have permission to port the number from "my wireless company" and needed to get that verified. I explained (several times) that "my wireless company" is Verizon Wireless and finally we called Verizon Wireless and received their verification with the Verizon representative on the phone. At that time, I told the representative that if there was any reason the service tech was not going to show up I expected them to call me because I had already taken time off from work. No call, no service tech on 6/10. When I called in, I was told once again that I wasn't granted permission from "my wireless company" and we had to once again call Verizon Wireless and get the exact same information. At that time, I stated that I will most likely need to find another provider for our wireless phones and home TV, phone and internet service. After saying that, I was guaranteed there would be a tech at my house on 6/11. The tech did show up and tried to get the service to work but was unable to. when the Verizon representative called me she said that it was not possible to make the number a landline. I explained (for about the hundredth time) that the number was originally a landline and she said that all they needed to do was to get with the engineering department and that she would do that and get back to me. At this time, I still have no home phone service since April 22nd. I have been on the phone with Verizon at this time for more than 10 hours and have heard their message that you can take care of all your wireless and home internet, TV, and phone needs with one phone call many times. At this point I have given up on having a home phone and now am going to have to call in to argue the charges because I have been charged for the Verion Home Connect box since April 19th. I would not recommend Verizon to anyone.
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Verizon Wireless--Worst Customer Service Ever
Posted by Autumnn on 2011-03-20
What started as a call to cancel my MiFi Wireless Broadband service quickly turned into the most rude, inconsiderate, brash conversation I've ever had with customer service anywhere. Long story short--I purchased the MiFi in November 2010 (of course, on the 2yr agreement that is practically a requirement if you want to be able to afford any type of wireless device), was unable to get it to work on my iPad (don't think it's possible without another fee), and as a result haven't used the MiFi at ALL in four months. I decided to cancel--why pay for a service I don't use?--and called Verizon's customer service. To be completely fair, I did not try to troubleshoot the MiFi with Verizon. However at this point, I've been 4 months without it--so I decided to cancel an unused service. When I called to cancel, I did inquire about a possible waiver on the $160 early termination fee since I haven't used the service at all, therefore no cost or work on Verizon's part. I asked to speak with a supervisor when told the fee would still apply. Not once throughout this whole experience did anyone inquire how I felt about the MiFi service, or noted my 10 year loyalty to Alltel/Verizon.
The representative then asked if I wanted to cancel today, or wait til the 10th at the end of my billing cycle. Since she advised it would be prorated it cancelled today, but the full payment if I waited til April 10, I of course said to cancel today. She then came back and told me that she couldn't cancel me today, and I would have to wait until the 10th. Since I had yet to speak with a supervisor who could explain everything to me, the representative advised that one would call me back 'within a few minutes'. 30 minutes and no phone call later, I did call back on my own. This is where the truly awful customer service came in. Raymond advised me (again, not acknowledging my long customer history or asking why I wanted to cancel) that 'you've been told on numerous occasions, the fee still stands because you signed a contract, even if you didn't use the service'. Numerous occasions? I just called a half hour ago?
At this point, I'm still angry about the fee but I get it--I signed the contract that everyone HAS to sign; the contract that can be altered for extenuating circumstances, but that is apparently NEVER strayed from in the Verizon world. He then told me that he would have to call me back in an hour to complete my termination. I advised that I had already waited and been talked down to and just wanted to get it over with. After passing me to yet another supervisor, who I told that I was so upset with the condecension and rudness that the $160 fee didn't even matter anymore, I was told "Well what do you want? Because it sounds like you're just trying to get a discount". !!!!!!! I advised that I thought customer service's role was to help upset customers--to which the response was 'why would we help a customer that wants to leave?'. Wow. Again, I thought that was the point of customer service? Being so frustrated that my voice was shaking, I asked what Verizon's Twitter account was, because I would definitely be sharing this experience with other consumers. I can't believe I'm actually typing these words, but the supervisor actually said "if you're really in social media, you should be able to Google that yourself". When asked who I could report the AWFUL customer service to, I was told to send an email online. So that's what I'll do.
One more note---I was also told that Verizon doesn't have a customer retention department. Interesting. I'm paying the $160, and whether or not some sort of waiver could have been applied for a service I didn't use but still paid $120 for over a 4 month period, I have never dealt with anyone so terrible in customer service that wasn't willing to at least address the concerns, much less actually say those phrases to a customer. Verizon's training department could easily use my recorded calls as 'what NOT to say to an upset customer'. This is one customer who has completely lost her trust in a company I'm currently stuck with on cell service, unless I want to go through that awful trial again.
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Screwed up my order - twice!!
Posted by Lauren on 2011-02-26
I was eligible for a new phone on a Friday. I placed the order for my new phone because I was told I could have Saturday delivery - I never would have ordered over the phone if that wasn't an option, I would have gone from store to store to find the phone I want in stock if necessary, because I wanted the weekend to figure it out. No, I was assured repeatedly (because I kept asking, for verification) that I would have my phone delivered on Saturday (who knew Saturday delivery existed? Yay! Or so I thought.
Received the email confirmation on the order, clicked on the tracking link, and found out it was scheduled to be delivered on Monday, by 10:30am. NOT what I was promised, not what I ordered.
Called customer service again, explained the situation, and was given apologies but told nothing could be done at that point....would take 48-72 hours to cancel that order because it had already begun the shipping process. I told them that wasn't acceptable, and since I already had been charged for the phone on my credit card, they needed to fix it. I gave them 3 options: 1 - to cancel that order and initiate a new one, with Saturday shipping (because I was again assured that it was possible, and that the first customer service agent entered the wrong shipping code); 2 - to refund my money - NOW - so I could go into a store to buy one; or 3 - to allow me to go into a store to buy one, and bill it to my Verizon account so I wouldn't have to pay again. I was promised the phone would be in my hands on Saturday, and that is what I expected them to do.
After being placed on hold several times, and asking that a supervisor get involved, I was finally told they would be able to cancel the first order and have it shipped back to them, at which time I would be refunded the original charge. They created a new order, and "waived the Saturday delivery fee, due to the miscommunication"...this phone would be billed to my account. And I would receive the phone on Saturday, as originally ordered.
But when I received the tracking/confirmation order for the 2nd order, and went to FedEx's site - I was told there was an estimated delivery date/time of 3pm on Monday. AGAIN?! No, it can't be. There must me some mistake.
Call customer service yet again - 3rd time in 24hours - to find out the situation. Yep, the morons operating the phone lines for Verizon screwed up my order again. The second order, created entirely to fix the shipping errror made the first time around, had the EXACT SAME MISTAKE. Two **bleep** who can't perform the basic functions of their job? Well, again, I told the supervisor involved (the second supervisor, the third phone call) to fix it. Cancel the order. I was going to one of the Verizon stores to get my phone today, and I was going to be allowed to bill it to my account because I've already paid you $300 & I'll be damned if I'm spending one more cent. Nope, not an option. Why? Because the second phone was billed to my account, to fix the error from the first order.
So you guys have royally screwed me over. I just have to wait until Monday, I got nothing that I was promised, and I am seriously debating shipping the phone back once it does come to me and cancelling my service. Its not worth it to belong to "the Verizon community" when you can't trust the **bleep**'s manning the controls. Do you even require GEDs to work in one of the call centers? Are former graduates of special education programs transitioned into customer service roles with Verizon? Why is it so hard to just deliver on what you promise? Twice?!
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Customer Service Does Not Exist At Verizon
Posted by Ray on 2011-02-16
First of all, my apologies for bothering with such a trivial issue but nevertheless, a most important issue from a customerâs perspective.
#1. It just so happened to be that on Monday, February 14th I came home from work and saw the Verizon bill. My wife usually pays this but for some reason I was inclined to review the bill. After reviewing the bill, I noticed that we were being incorrectly charged for total of (7) TV boxes which did not make sense seeing we only have had (6) boxes installed since switching our provider a few years ago. I then proceeded to check previous bills and noticed that were have been overcharged (and have paid every bill) for one EXTRA STANDARD STB Box @ $5.99 for the past (14) months. As a matter of fact, the last time we were properly charged was in Oct/Nov of 2009. So, eventually this led to phone call to Verizon to get a credit on my account and more importantly stop the nonsense of paying for something we never had or received. I do agree that I should have checked by bill sometime sooner but I not only entrusted my wife to handle but also entrusted Verizon enough not think about having to check my bills for overcharges.
#2. I proceeded to call Verizon and started with the Billing Dept; spoke with a person who had told me they could not help and only tech service can help, went to tech service who said they have nothing to do with billing and sent me back to billing. At this point I decided to start asking more questions and trying to get names and numbers of people I spoke with AND more importantly, get to a Manager and/or someone that could help. Now in billing once again, I spoke with a person by the name of âClayâ who would not give me their last name, location, or clock number for reference. He told me that âhe cannot and will not help me that I just need to pay my bill and that he cannot remove anything because tech service did not okay it.â He then proceeded to send me back to tech services, in which I spoke to a woman by the name of Deva who seemed to take somewhat of an initiative and call billing and get them on the line to explain the situation before disconnecting with me. I was okay with this until Deva hung up and I was left once again with a billing representative named Amanda (clock #z163257-not sure if this is real or not, in Chicago area I believe) who started to argue with me and calling me a liar about what boxes I had in my home. She kept saying I had seven boxes, I only have six. She sounded like she was reading from a list of numbers but did not and would not offer to run some sort of check on my lines which would most certainly resolve the issue. I asked her if she would like to send a Service representative to my house anything she wanted to check and she told me that if she did that, I would have to pay for a full service callâ¦unbelievable!
Well, she then proceeded to argue with me and said she was going to swing me over to tech services once again and that SHE could not help nor was she going to help me. This is again unbelievable, I am now spending nearing 1-1/2 hours on the phone trying to resolve a somewhat simple issue, and by the way it was Valentineâs Day which now is turning into a âValentineâs Day Massacre with Verizonââ¦.my wife is waiting, I once again go back to tech services, finally get a gentleman by the name of Mike who was helpful in finding a representative in my area (I live in Delaware but the woman who helped me was from New Jersey).
It wasnât until I was warmly accepted by this Representative in New Jersey office that I received somewhat of a resolution of my problem. By the way, if it wasnât for this representative, I would have cancelled my service and never looked back. So please, there is a very important person in New Jersey office by the name of Ellen that should be complimented for the way she handled this problem. She was very passionate about her work and understood the value of a customer. If I had her on my initial call, there would have been quick resolution and you and I would not be talking. She should be commended or rewarded in some way for her professionalism on the way she handled this problem. Please take the time to personally thank her. Ellen eventually put in a rock ticket (#213133) to fix and assured me that my bill will be credited next month (6 mths @ $5.99/mth =$35.94 total). Anyway, my final resolution was the 6-months of credit for the box I never had but still am out the other 8-months of overcharges which at this point I was willing to sacrifice just to get off the phone.
Well, thank you for calling and caring about my experience. It was terrible experience with the exception to the last representative âEllen) that I do not want anyone to go through. I hope you can assure me of some type of corrective action for these people that were so rude. There are enough good people out there that would kill for a job right now so I am sure you can find replacement who care.
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Verizon Customer Service Is Horrible!!!!
Posted by Lana on 2011-02-02
Hi, all. I just want to share my WORST NIGHTMARE experiences with Verizon. I am online student and I have recently moved and was seeking for Internet provider. About 3 weeks ago I have ordered Verizon Internet self-installation kit. By the end of my one hour conversation with a representative whom I have provide all my debit card information she thanked me and I remembered that equipment better to be delivered to my work address; that's where I spend the most time of a day. The representative assured me that we don't need to do so because delivery didn't need my signature upon arrival.
They charged my card $20 more than they supposed to. Four days later I found a delivery slip from UPS on my front door and it stated that it's a SECOND attempt and they'll try me tomorrow. However, on a back of the slip I found the area where I could just sign and print my name and UPS will leave the package by my door. I did as directed and called UPS. A woman answered me and I told her that this is who I am and that I left the slip on my door and it's signed. She didn't even bother to tell me "OK" or something but the next thing I heard was ( with horrible attitude)" ANYTHING ELSE I CAN HELP YOU WITH"? I said no, since I didn't hear the respond for my first ( and only issue). She hanged up the phone. Sure enough I found another slip by the door that it was a FINAL attempt and they sending package to the sender. I called Verizon and spend an hour and a half ordering another kit.
She was friendly, but guess what: one week later I still don't have a package!!!!!! I called Verizon again and do you know what I hear? Take a guess; they never placed my order!!!!!!!!!! Placing another order and of cause, it's another hour on a phone with them. Please, note that all these hours lasting conversations I'm making from my cell phone, which takes out my minutes. Finally, next day I receive my package to my work address and thinking that finally I'll have an Internet. Too early for celebration, I guess. I couldn't install it!!!!!! Another hour on a phone with Verizon and they said that they will send a tech within24-48 hrs. It was on Thursday. Three days later I called them up and I started screaming at them saying that if someone is not going to show up by my door I'll cancel the whole thing and I'll contact the headquarters.
Half an hour later someone knocked on my door and it was a tech from Verizon, who said that my order for technician ( that supposed to be here 24-48 hrs later) was never placed and he just picked up the ticket! Holy-molly!!! And this guy who has fixed the Internet for me. ALMOST THREE WEEKS LATER!!!!!!!!!So, I ask you; how this company survives in this economy? I hope you have learned a lesson from this review and will NOT make the same mistake I made! Be careful and go for anything but Verizon!!!!
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MAY THE BUYER BEWARE!
Posted by J. on 2011-01-05
CALIFORNIA -- We opened are account in August 2010 and received someone else's phone number. Note: we were not even provided with an account # and spent countless hours on the phone just to be able to talk about the account and the many problems that came with it. Our voice mail was loaded with business messages and calls for this other person (business). When we tried to resolve the incorrect #, all reps denied our claim that we had was someone else's #. This involved hours of frustrating conversations until finally we were told the only thing that could be done was to close the account entirely and "restart a new one".
In addition to the time consuming issue with the phone #. We were sent the wrong modem (basic, not high-speed wireless). This involved additional hours of phone correction.
Important note! The Verizon website is barely functional and none of these issues could have been resolved on it. Not a good sign for an internet provider! I have a saved example of the "live-chat-help" which was slow, sadly illiterate and probably outsourced.
Verizon Switched My Bundle Order Without My Knowledge
My 6th attempt to get the promotional Visa card offered to us after 60 days of service. The first inquiry was Dec 14th. I was told it would be sent within 7 days, I asked for a tracking/confirmation # and name of representative so I wouldn't have to explain everything repeatedly if something went wrong. She said neither was available or necessary that the issuing of the card was recorded on our account and all reps would see and have access to this info. Nothing was received. Aside from a Verizon bill and an advertisement on Jan 4. I called billing on the same day (Jan 4) and was disconnected. The second attempt, the representative was unsure as to what department dealt with issuing promotional items. She said she noted all of the info I gave her on our account info and then transferred me to Financial Services (which was closed). I called again on Jan 5th. The representative had no such recorded info and I had to describe the entire situation again. She said Financial Services didn't deal with this and transferred me to what she ironically titled "the fulfillment dept.". Which was actually an outside company called "Visa pre-pay", they asked me for a tracking #, none was provided by Verizon. Their representative said they had no record of our account and nothing has been issued. He then said I needed to contact Verizon to have the card issued. I explained that I was just transferred from Verizon and asked for a direct # to the Verizon dept. that issues the cards. The # provided was 888-553-1556. I called this number and it no longer exists. I called billing yet again explaining the situation to the representative of which said "yeah, sounds like you need Financial Services". I then asked to speak with a supervisor (on hold for over an hour). In total, I have spent over 2 1/2 hours waiting on the phone. Just for the card, not counting the many hours of billing and technical problems. In that process googling Verizon complaints of which are in the thousands. There is even a dedicated website called verizonpathetic. Finally, I reach the supervisor whom after further investigation discovers that when they created the NEW account they had switched me to a two year plan promotion of $10 off another bundle per month. What I had ordered was the 60-day bundle with a $175 Visa pre-paid card. We never intended to stay at this address for more than a year. The math is pretty straight forward. The supervisor then transferred me to the "Promotions dept." which said the same thing and offered to transfer me back to the confused and bewildered "Billing Dept." to dispute this. Wish there were other options, its a bit of a monopoly up on this hill. Apparently, the massive complaints to consumer affairs are meaningless. I suppose the only positive view on this, is the idea of starting a company/monopoly that doesn't actually service where the consumers have no choice but to PAY. Sounds a little like government...
MAY THE BUYER BEWARE!
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Told so many different things by different customer reps
Posted by Shellie on 2010-09-27
CHEYENNE, WYOMING -- Just a warning that this may be a bit long, but I have been dealing with Verizon for the last 6 months on these issues.
First of all, when we first set up our account we bought an original droid and a devour. Within a week my droid started acting up, so I went to Wal-mart and replaced it with no problem. The second droid had issues as well and went in and replaced it with a blackberry storm, didn't like the way the keys clicked and exchanged it for a Devour which messed up on me, and then was talked back into the droid. See how many phones I went through within my 30 days with Wal-mart with no problem? Why can't Verizon do this? Also, my partner had to exchange her Devour twice during that time as well with no problem.
I got my last droid before my 30 days expired with Wal-mart, shortly after that it started freezing like the others had done and resetting itself. I was fed up with the problems that I kept having. I am disabled and my partner has seizures. I need our phones to work. Period. I called Verizon and they sent me a pre-certified droid telling me that it goes through 100 point inspection. I told them that I am sick of the phone and want another. They tell me that I have to either pay full price for another phone, or the best option is to add a line and get a dummy phone. That I can give or sell the droid to someone else. My son wanted the droid so I sold it to him. Within a week it wouldn't even turn on and come to find out that it didn't have the insurance on it since we did the exchange, so he's stuck with a dead phone and no way to get a new one unless he pays full price. This all aggravated me because its not like he has 560.00 to pay for a new phone. The other thing to is why would I want a pre-certified phone that someone else has sent in broken when I purchased maybe a month ago a brand new phone?
I added the line and ordered the Droid Eris. At the time I did do a lot of research on the phone and it seems to be pretty good on the reviews. I figured that I would just put up with the glitches it was having and wait for an update. It started getting worse and freezing up all the time. I then did some research and found that it was being End of life and that there wouldn't be anymore updates to fix the software. Worried and angry I started calling, chatting, and visiting my store about the phone. Each time I was told something different by a different customer representative I even had a Tech person tell me that since it was discontinued that they wouldn't be coming out with the software fixes, but they would be glad to send me out a pre-certified phone. I told him "why would I want another Eris when its going to have the same issues?" The only thing he would say is that I had a point, but that they could sell me a different pre-certified phone for 190.00. I had been told this by many reps because I didn't want to yet again add another line. I was never told that they could trade it up to the next droid in line like I had been told and stated. Why pay full price when it's cheaper at the time to add another line and brings the customer to wanting to do so since they are on a tight budget. So now I am locked into a two year contract with two dummy (old) phones that I didn't need in the first place. One has a data plan on it and I don't even use it so I am paying 20.00 for that line when it just sits in the drawer. One customer representative I chatted with told me that I should be able to get the droid that is replacing the Eris with no trouble since I am in my year warranty and have full insurance on my phone. He gives me the customer service number and I am bouncing on cloud nine at the thought that my issue with this phone may be resolved. I call in and get my bubble bursted and a lot of "I am sorry that you are having issues with your phone, yadda yadda." My nerves are fried and I get up at 7:30pm, get dressed and go to the store and tell them what has been going on. They tell me that there are eleven people ahead of me and to come back tomorrow. That yes I should be entitled to a new different phone at no charge. I come back the next day. Talk to a different representative and they tell me that I can buy a pre-certified for this price and show me the list of pre-certified phones. I am like OK maybe this will be OK, but it didn't set well with me and I am going to have to wait till the first of the month before I can pay for it. The other thing I find out is that I am two weeks away from being able to bill my account for the phone. I plead with them and come out telling them personal information of the disability I have and the seizures that my partner has, they won't bend at all. I leave the store and angry I come back home and start the process on the phone and on chat fighting with Verizon to get them to work with me. Mind you during this time I did a total factory reset on my Eris which made it worse. They won't and I am left up to doing the only other thing I can. Get online through Wal-mart and find a free phone. Mind you during this my partners phone totally froze up and wouldn't even get past the boot screen. They sent her a pre-certified phone. She gets it and there is no sound to even activate the phone. They send her another and thank god so far it is working, but we are just waiting for it to have issues like the other ones she has had. Then we will be at square one with getting her a re-furbished phone as she loves her Devour. How many times does it take to get Verizon to send a new phone or a different phone to compensate the customer for so many issues?
I find the BB Curve 9330 has come out and is available for free. I do research on it and order it. I get it and set it all up. I am happy and thrilled to have a phone that is working and that I know I will receive texts, mail and what not unlike my Eris was doing. The second day my partner and I take a little trip to Fort Collins Colorado. The phone is sitting in a little slot in the car and not in sunlight. We get to Ft Collins and I grab my phone and notice that it is really hot. The screen is on and its locked up. As we are walking around the mall I take out the back and the battery to let it cool down. It does before long and starts working. Not even five minutes later it starts freezing up, the trackball won't move or click at all or at times on certain things. I deal with this threw out the day. Then that night it white screened and brought up the small menu. I jumped in my car and took it to Verizon as it then had an error 502 when I walked in the door. I wait patiently and a gal comes over that was watching the door and asks me what is going on. I show her the phone and start telling her the issues. She says "so you left it in the car?" I said no I did not leave it in the car and explain to her once again all over what happened. Then the representative that can actually deal with my phone comes over and I have to tell him all over what is going on with my phone. He pulls the battery and while waiting for it to boot up tells me "we have to sell all of our BB 2's before we even get this phone. You would have to get a pre-certified phone with us or pay full price, or you need to deal with Wal-mart." I am thinking "you have to be kidding me!" It's a phone that was stated online that Verizon was releasing it on the 16th (by the way the guy was amazed that I knew the release date as well as my Eris eol, sorry peeps but this girl does her homework.) OK so he puts the battery back in and after it reloads plays around with it for a couple of mins. I tell them that it usually freezes up in about 5 mins. It's working fine and closing time so he tells me to contact Wal-mart, watch it for a couple of days, hands me his card, and shoves me out the door. I didn't even get to the car before it had another error screen. I was angry and hurt because I felt yet again not important.
The next day I sat down and went online to do some trouble shooting on my blackberry. I have fixed it to where it doesn't freeze as often, but just a couple of minutes ago all I had open was FB and the internet and had to do a soft reset on it. I am waiting for this Friday to be able to contact Wal-mart and exchange the phone for a Droid 2 which I am hoping will not have as many issues. I do understand that these phones will have glitches here and there because more or less you have a little computer, and it just has to be dealt with until they get their OS and phones all set at the same place. I have to wait as it will be the first of the month where I get paid to be able to purchase it. Why didn't Verizon even take the time to have a tech look at it or was he a tech? I don't know.
I have now written Verizon two e-mails. The first one I told them to cancel my contract and I didn't want to owe anything. They never replied to it. I then got really angry and sent them another also letting them know that I was contacting the BBB. I got a response with the prices of what it would be for each line to cancel, but that they didn't receive the first e-mail?? They need to change that to where you can send an e-mail to them and get a copy into your email that they have received it. Both times I got the "thank you" screen someone will contact you within 24 hours. So I know the first one was sent. I explained to the representative in a bit of detail of what I have written above telling her that Verizon has bad customer service and that they need to do something to make it right. That I want the two extra lines deleted off my account because I never should have had to do this when having a new phone, or when they knew that a phone was going to be eol'ed and there wasn't going to be software updates. At first I wanted them to cancel both lines, credit me the 60 for the first extra line that I had to get, as well as let me buy a droid 2 for 100 from them (Wal-mart is selling them for 100.) I have gone down to just having the two extra lines canceled and am waiting to hear back from them. I think its the least they could do for all the trouble that I have gone through.
I researched AT&T because they are buying out our Alltel here. They said that for a discount if your not happy with your phone after their time period that you can buy a different phone, and that they don't send out refurbished phones. Why can't Verizon do this for their customers?? We pay a lot of money for our phones and service. I am stuck with Verizon till about summer of 2012, after that I will be going with a different company that will treat me better.
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Malfunction, misinformation and my headache
Posted by Vanessa on 2010-05-19
Back in March of 2010 I noticed that my data usage for my internet service with Verizon was not properly updating. It was supposed to show me my estimated usage about twice a day and it hadn't updated in about 3 days. I called and spoke to a representative who informed me that I needed to update something (I don't exactly recall), he had me type in something in the VZ Access Manager fields and then my internet screen began flashing wildly. He stated this was "normal" and that it was "updating" and we hung up. I immediately called back and spoke to another technician who confirmed this was not normal and determined the problem was the VZ Access software and she would FedEx a disk to me. In the meantime she did establish a temporary connection to the internet so I could continue to have access. The disk was sent to another address in another state and I did not receive until the following week. When I did get the disk I called again and spoke to another technician and representative who informed me that the disk was outdated and of no use and that the problem was my Windows Vista! I was told that a number of Verizon customers were having internet problems with Verizon because of compatibility issues with Vista and Verizon's software. I asked what to do and the technician coyly stated that he could not advise me on anything but Verizon software and repeatedly stated that customers with Windows 7 software were not having this problem, but was very careful not to overtly tell me to buy Windows 7 to correct the problem. It was heavily insinuated that people with Vista were having problems but those with Windows 7 were not.
I purchased Windows 7. After downloading it, I again called Verizon to help me reinstall the VZ Access Manager software and was told, "VZ ACCESS MANAGER IS INCOMPATIBLE WITH WINDOWS 7 AND VISTA." I was furious and demanded a supervisor and after an hour or so with her eventually got a technician who was unable to reinstall my VZ Access Manager for the internet with Verizon.
Frustrated, I uninstalled Windows 7 and reinstalled Vista and AGAIN called Verizon. This would be my 14th person, counting representatives, technicians and supervisors. I spoke to a technician who informed me that 1) there are no compatibility issues with VZ Access and either Vista or Windows 7. 2) On the VZ Access Manager website is software that can be downloaded to facilitate correction in any potential incompatibilities with Verizon updates and any software, not just Vista and Windows 7. 3) She was able to completely resolve my problem in about an hour to an hour and a half and I was able to use the internet with no issues.
I called 14 Verizon employees, hours of phone time that spanned about a month and the purchase of software that I really did not need on the insinuation of one of the Verizon representatives. All solved by one competent individual in one phone call.
It doesn't end there. I did file a complaint with the Better Business Bureau and did get some satisfaction in that Verizon did adjust my bill for that period down to. 91. Yes, 91 cents was all I had to pay for the month for my troubles. They couldn't bring themselves to just zero out the month, by God. I paid them their 91 cents.
Now, I am again having the same problem. My USB modem with Verizon is not correctly updating my usage and I just received a text stating that I was close to going over my monthly limit. I called Verizon and spoke to a representative who did not know my correct usage either. She too was seeing what I was seeing and could not answer my question as to why this was happening again. Her answer was to send me on to a technician.
I said, "no", I want the one that fixed this problem last time, transfer me to her. The representative said that this was "impossible" as she didn't have that technician's information or phone number (but she did admit she had her last name-but I never asked for nor did she give it to me). I asked why she couldn't just email that technician and have her call me and help me with this problem again and again she said this was "impossible". I asked if the representative and the technician both worked for Verizon and she said "yes" but in different cities. I said that shouldn't prevent communication as many companies have multiple locations and can communicate between them. Then it all came out and I started to understand.
Verizon contracts with different call centers in different cities. The technician that helped me and was so competent works for an independent call center in Chandler AZ. The representative I was speaking with works for another call center company/contractor in the state of Washington. This is why Verizon is falling apart. They have competing contractors for their business with only their interest at heart and not the service of the customer. They cannot work together because it is in their best interest to service as many Verizon customers as possible to keep their contract, therefore there will be no referral or attempt to connect me. I was advised that I could email Verizon corporate headquarters asking for the technician in Chandler AZ to help me, but that seems very unlikely.
I do not have it in me to go through another 14 incompetent and insecure bunch of poorly trained call center staff and loose more hours and experience more frustration. In a way I do feel sorry for the call center staff as I am sure they are given very little in the way of proper training and are probably only given checklists and Q&A cards to go through with customers. Ultimately I blame Verizon for its poor choices and poor treatment of it's staff.
As far as my modem problem goes, I guess I will have to "wing it" from here on out and continue to contest bills on the basis of poorly maintained software on their part. I never had this problem in the past.