Verizon Wireless

I thought I would be better served if I switched to Verizon from AT&T because of some coverage issues inside some buildings. Wrong.
I found a good promotion online and made the purchase, an iPhone that I could pick up at a store verses having wait for it to be shipped. when I got to the store (they had texted me to say it was ready for pick-​up) the order had been cancelled by Verizon. Strange?!
The person at the store tried to bring the purchased order back up and yes the promotion was still available. Tried to purchase stat the store, and again the promotion was no longer available. We found out after too much of a to-​do, that while the promotional prices were going to expire in three days, for some reason corporate decided to end it early or erroneously cut it off early. Either way the the store person wouldn’t override corporate even though I had a printed out copy of my order and sales receipt in hand.
Totally bad experience, on every level, even before becoming a subscriber, so I guess I should say: thanks Verizon for being so crappy that you have saved me from getting into an obviously bad relationship with you.

Verizon has the worst customer service and technical support departments. Their cell service in eastern central Nebraska sucks (have called to complain for 3 years straight) they don’t believe they have a problem, pay for LTE service and can only get 3g most of the time. Returned a phone September 3^rd within 1 day of the raping at the local store (son washed his phone) and have now spent over 4 hours trying to get our $ 650 back and still haven’t seen it credited back on credit card (Apple store replaced for $ 270). THANKFULLY all our cell phone contracts are up this October. Really hope US Cellular gets the iPhone soon. OR it will be AT & T for us. Verizon reminds me of a past phone company called WorldCom, yep as I predicted back then, they went out of business as had the same customer service policies as Verizon. I have over one thousand Facebook followers, time to start posting how Verizon treats there long time customers. (since 1987 as they bought alltel)… DONE with verizon!

This is for the Verizon employees who work here. Your company’s values are wrong. You’ve taken great efforts to prioritize your finances over the experiences of your customers, and that, in the long-​run, is an extremely dangerous stance to take. It’s also. as I said… wrong.
I think (and I think many of you would agree) that customer product companies should be focused on two things and two things only — 1) provide great service and experience for their customers, AND 2) make lots of money doing it.
It’s clear to me that Verizon Wireless puts little if any emphasis on the first aside from signal quality efforts, and most of the decisions you make as a company are oriented around the P&L, not the long-​term customer experience. If you guys are going to be able to succeed in the long-​run, and also be able to be proud of the work you do, you really should make a rapid shift to valuing your customers and seeking to provide them a great experience.
I got to this realization from a recent experience trying to return a tablet.
While recently buying a phone upgrade, I also bought a tablet — thinking I was actually buying just a tablet.
The sales guy signed me up for a 2 year plan on that (without specifying this to me — I thought I was renewing my phone contract only). Upon learning this several days later (After receiving the tablet in the mail), I wanted to return the tablet, which you can do without charge if done un-​opened within 14 days
I first sat on hold for 20 minutes to talk to phone customer service, who promised me that they had cancelled the line, and that I just had to return the tablet at the store. (they didn’t cancel the line, didn’t make call center notes, and I needed to return the tablet to verizon, not the store — more on this later)
I tried to do this first at the store. After waiting in line for an hour to talk to someone — behind everyone doing much more complex transactions — I was told that they couldn’t accept the return without charging restocking, but that they could print me a return label, and since it was un-​opened, they could give me a full refund, no restock fee, no problem. I came back for this label after my lunch meeting, and 15 minutes later, finally managed to pick it up. Again, very minimal focus on customer experience — this could’ve been easy! And a great opportunity to deliver a positive experience!
I then sent in the package. I heard nothing back, but saw it delivered at the return center via tracking. I received my next bill, and had a bunch of line charges for the tablet… So I promptly called customer service. The call center rep was trying to help, but couldn’t figure it out. 90 minutes later, I was talking to her supervisor, who said «Oh! I see it here! Your device was returned on 10−8−14 — it’s in your profile notes». One can of course wonder why if this was linked to my account, the line wasn’t formally closed retroactively at that point? They then waived my fees retroactively (which should have already happened), and we went on to discuss the restock fee. She had no record of it being accepted unopened, and wanted to charge the full amount — despite knowing what I’d gone through so far to do a simple return and knowing that I believed it was unopened… and made an offer to go down to $ 30 — which at this point, tired and needing to get to a meeting, I took this offer. Who, knowing that I’ve spent 4 hours of my time, been mis-​directed several times, and arguably sold the tablet under dubious circumstances in the first place, would take a view other than full refund of restock fee? Someone you’ve incented to fight hard to not give a full refund — that’s who. Again, this is a values problem you guys have as a company.
So in summary, I think your values are really screwed up. There are so many grey areas in optimizing for profit vs customer experience, but you have reliably steered far away of these and into profit. This will in the long-​run make your customers not want to work with you when there are better options available, and technology changes over time will make it increasingly easy for people to have working telecommunications without your help (or to switch to white label services of your network, or to your various competitors). I really hope you realize this at some point, and make an honest effort to be a good company to do business with.

Tried to upgrade from monthly prepaid to contract. You’d think I was on an outdated government website. Verizon website is dysfunctional. The customer chat feature and phone representatives — press you to buy something, but do not acknowledge your complaint at all. It takes just a few moments to realize that their position is; shut up with your complaint and buy something. It a shame big companies seem to think their customer base is so large, they no longer need to serve the customer. Maybe you forgot, that many consumers like myself, refuse to be a doormat to snotty employees. You need us, we don’t need you.
In sum:
* Website — slow and clumsy, not user friendly is any way!
* Customer service — refuses to listen to your concerns, I spoke with 3 different people and each ignored my concerns. Their repetitive reply was focused on a sale, rather than resolution.
* Phone menu navigation to customer service rep — a lengthy maze.
* Communication options — go ahead, click on «contact us,» then try to find a link to a service representative… good luck!

Verizon Wireless
ATTN: Correspondence Team
PO Box 5029
Wallingford, CT 6 492
Together with the google update team, i have come to hate my phone. I can’t uninstall upgrade.
In process of figuring that out, i learned i’m overpaying for my phone by about 50 dollars a month compared to the available carriers out there.
After a lengthy chat issue, than a 40 minute phone call, they still couldn’t match a competitor. The plan they offered me was no more than a promo plan for new customers which still wasn’t good enough. I’m sorry, but as a 20 year customer i expected a little more than the same promo plan you offer someone who hasn’t paid their bill for 20 years.
Verizon, your customer LOYALTY is shit. I’m willing to try to new carrier and will be by tomorrow.

I was with Verizon Wireless and it’s predecessors, basic wireless (text was .20/​message and no data) for some 20 years. I started receiving many SPAM text messages and all Verizon would do is block 5 numbers at a time. I requested a $ 10 credit for several months of unwanted spam text messages and Verizon would not honor that.
So I left a few years ago and am now with T mobile full data and text plan for ½ the cost, and receive very FEW SPAM texts which I can block.
I recently received a refund check from Verizon for overcharges for past billings. I don’t know how they calculated it, but 20 years of overcharges and my refund was an amazing TWO CENTS, which I am sending to the CEO along with my TWO CENTS WORTH of OPINION about Verizon.
So Long, GoodBye, Farewell.

I just want to say thank you.
The cell phone service you provide me is so reliable and makes my life so easy. Like this morning for example, when my relationship was abruptly ended. I didn’t want the pressure of face-​to-​face complications and who needs to see people in person when I can rely so well on my phone’s messaging capabilities and your network.
Sometimes things come up and I just don’t want to give them my full attention and Verizon… you are there for me! With your reliable services giving me a great feeling, knowing I can send a short message and move on with my day. You give me better service and dependability then any man could, you offer me opportunity after opportunity to stay true to who I am and make my points clear, but most importantly you give me the chance to stay in my shell when I want to!
Thank you!
I can only hope (for his sake) he gets the same quality from his cell phone provider, that I get from mine.

Please leave me alone!!! Worry free guarantee, my eye!
I upgraded to the Blackberry Storm which literally left me in tears of frustration when the darn thing wouldn’t allow me to call my fiancé when I couldn’t find him in a store. When I went to hand in the Blackberry and close my account, they told me the darned thing was just as good as the iPhone and lots of customers who left for the iPhone came back — which I can now say from personal experience, OH HECK NO!!! That is a blatant lie!
I’ve received notifications from Verizon monthly to log into their system to view «important information regarding my account” — even though I’ve closed my account in person, on the phone, and online!!! Yes, I’ve checked the «close account» box and all!
I’m sitting on the phone right now and the Verizon customer service person can’t even find my account in her system — it’s like I’m being spammed at this point! She’s searching for a supervisor to help shut this thing down. She came back with:
«Ok, you’re squared away and ready to go!» she cheerily chirped.
«But I’ve heard that 4 times!» I exasperatedly exclaimed.
«I had to call technical support and they had to unregister you. So you’re no longer in the system,» the rep calmingly claimed.
Yeah, I really hope so. Please let me use my iPhone in peace.

Been to other carriers… and they have all turned out to be like the other disappointments in my life…
flaky…
leaving me to die…
and just plain unreliable.
But not you… my sweet Verizon… you have always been there for me…
You even took me back when I was all alone…
truly a diamond in the rough.
a tad annoying with your text messages about my bill…
but otherwise…
I can hear you now.
;D

Message Body:
Callers who hear my ringback tone complain that the volume is set too high and that it blows their ears out; as a result, they don’t like calling in any more. This is a problem. I don’t want incoming callers to have a jarring experience. In fact, I called my cell from a land line to gauge their complaints, and it’s true: it’s extremely, hazardously loud. I can’t control this feature? Is there anything VZN can do? Please advise.
*** 36 hours later ***
Dear Irene,
Due to the high volume of emails we have received, I am sorry that I have not responded, to your email, in a timelier manner and I am also sorry your ringback tone (RBT) is too loud. My name is Leonard and I will be happy to give you the information on being able to control ringback tone volume.
Irene, unfortunately, we cannot control any settings about how the RBT settings. If you want to change your RBT, I will be happy to credit the ringback to you want to add to your account. Just download the RBT and reply to this email with the name of the RBT and we will credit it back to your account.
Irene, I am also sorry your (RBT) is too loud, but if you want to download another RBT, will be happy to credit the download. We appreciate your business and thank you for using Verizon Wireless. Should you have additional questions or feel your concerns are not resolved, please reply to this e-​mail.
Sincerely,
Leonard
Verizon Wireless
Customer Service

Seriously due to a broken cable (thanks Qwest) service was OUT since 2pm yesterday from Eureka to Santa Barbara. I’ve never been to Eureka but I’m guessing it would take about 8 hours to drive from point E. to S.B. Are you serious? So not okay. People were freaking out all night.
I’m over Verizon sorry. On top of this nonsense, I’ve had a Pearl for almost 6 months now… I’ve gone through 2 because there are some major kinks that they obvi don’t tell you before you buy the darn phone.
The issues I still run into to this day are similar to this guy’s:
I’m going to switch over to AT&T. It’s time for me to get an iphone.

Over the past 12 years, I’ve been a customer of…
CellularOne
AT&T Wireless
Sprint
Verizon (current)
What made me leave carriers in the past was never due to problems with technical service, insane phone bills, and I know better then to blame the wireless provider for equipment issues. because that is an issue with the phone’s manufacturer. No, I left because Customer Care sucked @ss big time!
I signed up with Verizon a year ago. I had Sprint, but dealt with Verizon daily for work phones. The Verizon folks were always nice and super helpful! I never had to wait very long to speak with someone… the longest wait was 2 – 3 minutes tops. Typically, they answer in under a minute. Whenever I would call Sprint, I would get someone who either A) couldn’t comprehend English or B) a rude cranky kid from backwoods America. I made the switch to Verizon.
Recently, I called to add unlimited text messaging to my phone — after an explosion of text messages from my sister. I told the rep I needed the upgrade, and she told me I had only used 17 of the 250 text messages included in my plan. She told me that I’ve never even gotten close to 100! *I’m so unpopular*
She didn’t try to sell me anything! She didn’t even try to take the money, as I requested for the unnecessary feature. I said, «Oh, okay then, forget it! Thank you so much! You’re awesome!»
I LOOOOOOOOOOOOOOOOOVE Verizon!
Yeah, my phone cuts-​out in dead spots. I can deal with that. Sure, I hate this stupid little Samsung with poor reception, and I hate my bulky old Treo with great reception. I just need to get a better phone. However, my service provider ROCKS! They have the BEST customer care *professionals* of any wireless provider! Their representatives are always pleasant, courteous, and they speak ENGLISH!
Verizon 6−1−1 Customer CARE is fabuuuuuuuuuuuuuuuuuuuuuolous!