How does Verizon resolve customer Service issues?

I've spent the last 4 hours having no service. Talked to different representatives on the phone and made 2 trips to the store to figure out what was wrong with my device and I keep getting different answers, none of them the same. How do they respond to major customer service complaints?

Hi austinb,
It's unfortunate that you were having issues with your service and that you received conflicting information without a resolution. I know your time is valuable and I want you to enjoy your VZW experience despite the channel you select to communicate with us. I would be happy to address your concerns and submit the necessary feedback regarding your recent customer service experience. At you leisure, please DM me the details of your concern and your wireless number. I look forward to hearing from you soon.
Thanks for your involvement in our community forums,
AyaniB_VZW
Follow us on Twitter @VZWSupport

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Verizon does not answer customer service issues

I filed a customer service report two months ago, and received a response stating that the issue was indeed a Verizon error, however I have yet to hear a follow-up.
My issue is that the coverage map indicates I should have consistent voice and text service at my home address, however this is not the case. I have to drive more than a mile to make any calls and have my SMS inbox sync.
I’m sorry to hear about the service problems you are having at your home. As a consumer, I certainly understand wanting to go with a company that can provide service in your area. My name is Donna and let’s investigate this.
You are correct! I do show that our coverage map indicate that there should be signal in your area. Since there is not, I have taken the steps to open a trouble ticket with my Network Team to have them investigate this matter. Typically, the turn around time for a trouble ticket is 48-72 hours, so once a solution has been provided for this problem, you will hear back from me personally.
In addition, you should have received a separate email with the ticket number, but if you didn't, the ticket number is XXXXXXX.
I look forward to writing you with some good news, so we can retain your business.
I have been attempting to communicate with live support, who assured me that the ticket would be looked into and they would email me the status of the ticket. Another week has passed and still no followup by Verizon.
I can't not have service at my house, and Verizon has been entirely neglectful with handling this issue.
Note to moderator: If this discussion is deleted, I will be cancelling my service and will strongly dissuade others from using the service. Thanks.

>Duplicate post deleted. Follow this posters thread at the following link:<
Phone is NOT delivered; my bill made it. (Imagine going to a restaurant not eating and being given a bill.)
Message was edited by: Verizon Moderator

How do I contact Verizon corporate regarding customer service issues?

I'm trying to escalate an issue that I have with customer service and just can't seem to find out how to contact corporate to discuss my issue. I have talked to customer service supervisers and asked them to escalate my complaint. After being told it would be 5-7 days to respond, I'm still waiting. Any help in contacting the right department at corporate would be helpful.

Hello asianguy1964,
I am available to assist and address any concerns that you may have in reference to customer service issue! May I ask is your posting regarding a billing issue, wireless service issue, or a interaction with a representative? Also, were you provided a reference number to your complaint? If you have a reference number then I can check on the status of your concern. Prior to investigating your reference number, would you be kind as to share the details of the issue as I'm condifent that we can If I am unable to provide a solution for you then the additional information will help me forward your concern to the appropriate channel. I look forward to hearing from you in the near future.
Thank you...
ArnettH_VZW
Follow us on Twitter @vzwsupport

Disappointed, can no longer trust Verizon for customer service

Looks like I'm not the only one disappointed in Verizon's customer service, I've already seen a number of complaints on forums and this website itself.
I'm writing this "discussion" in efforts to get something done about Verizon's customer service. Yes, I know there are good customer service representatives but also there are bad representatives that can definitely bring it down for customers like myself.
I was charged $299.99 for returning a damaged device after getting a warranty exchange for a different model. I was on my third model of the pantech breakout and started seeing the same issues I had with previous phones on my current phone, I called customer service and was told by an extremely rude representative to "buy a lotto ticket, because the chances of multiple phones having the same issue is the same as you winning the lotto." Her tone was sarcastic and rude which offended me and closed any chance of me willing to work with technical support or other representatives to fix this issue. My previous pantech breakouts and the one I was using had issues of my SD formatting, SD ejecting without me doing anything, contacts disappearing, phone memory deleting to make room for updates that I had turned off, and basically I was losing data on my phone from pictures, contacts, to personal emails and content without me even doing anything. I went through 3 models and worked with technical support to change my phone, SD card and back memory up but still had a number of issues. This is when I called and was told to buy a lotto ticket. I was extremely upset with the representative and told them to not send a warranty exchange phone because of her rudeness and attitude. I visited a local verizon wireless store and told them my situation and was given a deal - buy the battery of a samsung s3 and get it for free - note that i did have a small crack on my screen which the sales representative saw and DID NOT mention anything about there being a damage fee. I understand that on the box you use to return the device it does say that there will be a fee for damaged devices, BUT my issue is - why did the sales representative not notify me? Verizon was expecting back a pantech, not the samsung they sent out ... either way I had to send back my pantech, why not reconfirm there will be a fee?
I called verizon's customer service and told them my current situation, the lady told me to get in contact with my local store in which I did the exchange. Here are my call records:
Friday - verizon wireless center --> local verizon store (was told they will call me back monday after figuring out the problem)
Monday - NO call
Tuesday - I call my local store, the manager was not working and they told me to call on Wednesday which was when the manager will be in
Wednesday - NO manager, and the local store told me they will call me on Thursday
Thursday - I waited till 4pm (California time) and did not receive a call so I called them, they tell me that the fee is valid because "none of their representatives will EVER sell a phone without notifying their customers of any damage fees"
First of all, it took 5 days to even get a solid answer of my bill, and let alone ... the manager can't simply push the "verizon customer satisfaction guarantee, no one will sell a device without notifying customers of fees" slogan around and tell me I'm lying and that fees are valid. I turned to verizon's customer service for help and was told I can return my device and lose the fee, I asked if I would be given my old device back - NO I wont, so then what device do I use? NO device was to be given to me which sucks because I then would lose $150+ initial payment for getting a pantech breakout then the $40 for the samsung battery and was left with no phone.
After talking with supervisiors and managers, I was given the last deal - 25% off the $299.99 fee
My issue with verizon is that I do not understand WHY customers (myself) have to pay such fines when the issue lays within their customer service and sales representatives. I understand the issue with returning a damaged device BUT i do NOT understand why I am the only one having to pay consequences for this whole issue? Verizon is a big company, so are the under the impression losing one customer is nothing? I will now be returning my samsung s3 and doing an early termination because I am fed up with customer service, I believe it is wrong for anyone to be treated this way and then have to pay. I would rather pay the early termination, then be stuck with people telling me to buy lotto tickets and me to stop lying.
Verizon needs to do a check up on their customer service representatives and work on getting the window of communication open and seriously attend to the needs of customers because they just lost one customer who has been with them since 2008

I was charged $299.99 for returning a damaged device after getting a warranty exchange for a different model. I was on my third model of the pantech breakout and started seeing the same issues I had with previous phones on my current phone, I called customer service and was told by an extremely rude representative to "buy a lotto ticket, because the chances of multiple phones having the same issue is the same as you winning the lotto." Her tone was sarcastic and rude which offended me and closed any chance of me willing to work with technical support or other representatives to fix this issue. My previous pantech breakouts and the one I was using had issues of my SD formatting, SD ejecting without me doing anything, contacts disappearing, phone memory deleting to make room for updates that I had turned off, and basically I was losing data on my phone from pictures, contacts, to personal emails and content without me even doing anything. I went through 3 models and worked with technical support to change my phone, SD card and back memory up but still had a number of issues. This is when I called and was told to buy a lotto ticket. I was extremely upset with the representative and told them to not send a warranty exchange phone because of her rudeness and attitude. I visited a local verizon wireless store and told them my situation and was given a deal - buy the battery of a samsung s3 and get it for free - note that i did have a small crack on my screen which the sales representative saw and DID NOT mention anything about there being a damage fee. I understand that on the box you use to return the device it does say that there will be a fee for damaged devices, BUT my issue is - why did the sales representative not notify me? Verizon was expecting back a pantech, not the samsung they sent out ... either way I had to send back my pantech, why not reconfirm there will be a fee?
Crack voided the warranty, hence the 299.99
The rep made a mistake by judging this as a phone that could be exchanged by warranty, when it wasn't. Plus he / she should have informed you about the fees that do occur when / if the phone seems to be physically damaged.
How did you know the phone had a crack?
I called verizon's customer service and told them my current situation, the lady told me to get in contact with my local store in which I did the exchange. Here are my call records:
Friday - verizon wireless center --> local verizon store (was told they will call me back monday after figuring out the problem)
Monday - NO call
Tuesday - I call my local store, the manager was not working and they told me to call on Wednesday which was when the manager will be in
Wednesday - NO manager, and the local store told me they will call me on Thursday
Thursday - I waited till 4pm (California time) and did not receive a call so I called them, they tell me that the fee is valid because "none of their representatives will EVER sell a phone without notifying their customers of any damage fees"
First of all, it took 5 days to even get a solid answer of my bill, and let alone ... the manager can't simply push the "verizon customer satisfaction guarantee, no one will sell a device without notifying customers of fees" slogan around and tell me I'm lying and that fees are valid. I turned to verizon's customer service for help and was told I can return my device and lose the fee, I asked if I would be given my old device back - NO I wont, so then what device do I use? NO device was to be given to me which ***** because I then would lose $150+ initial payment for getting a pantech breakout then the $40 for the samsung battery and was left with no phone.
In this case you could return the phone and use the $300 or even less to purchase another phone of contract (third party sites).
After talking with supervisiors and managers, I was given the last deal - 25% off the $299.99 fee
This would be the best option in my opinion as you'll get a great phone for discounted price
My issue with verizon is that I do not understand WHY customers (myself) have to pay such fines when the issue lays within their customer service and sales representatives. I understand the issue with returning a damaged device BUT i do NOT understand why I am the only one having to pay consequences for this whole issue? Verizon is a big company, so are the under the impression losing one customer is nothing? I will now be returning my samsung s3 and doing an early termination because I am fed up with customer service, I believe it is wrong for anyone to be treated this way and then have to pay. I would rather pay the early termination, then be stuck with people telling me to buy lotto tickets and me to stop lying.
That problem is solely based on the store, and who manages it. Same goes for every other business out there.
Same goes for the Customer Service line.

Going back to Comcast--Verizon poor customer service

Well, I'm going to have to terminate Verizon FIOS. I switched from Comcast, thinking the internet speed would be higher and overall service would be better, but so far my experience with Verizon has been terrible. Although (according to my contract) the fiber optic line would be run underground to my house prior to installation, it was not. In fact, on the day the service was installed, there was no cable so there was a delay of several hours waiting for a cable drop to the house so installation could proceed. A cable drop means the cable was run to the house above ground. Since the installation on April 1 (yeah, I know) Verizon has "promised" the cable would be buried on 5 different dates. Each day came and went, with no cable burial. Furthermore, there was no call from anyone to let me know the cable would not be buried on the day as promised. This has been a problem, because they require our dogs to be kept out of the back yard so they can do the cut over with the buried cable. This means we either had to stay home so we could confine the dogs when the installer showed up, or keep the dogs locked in the garage for several hours if we had to leave. Don't bother calling their tech support line to resolve the problem--their standard response is to say they will contact the department that schedules the in ground installation and I would get a call back withing 24 to 48 hours. I've been told this 3 times on 3 different occasions, and never had a call back. Yesterday I was told that the contractor would be out today to bury the cable, and they even had a work order number to confirm the appointment. Nobody showed up today, and no call back.
Now, Comcast may not be superior to Verizon FIOS, but in the 2 years I was with them they never lied to me. Verizon has lied to me (unintentionally, perhaps) at least 5 times so far, and no one has ever had the courtesy to contact me when an appointment was broken to let me know it would not be kept.
I plan on terminating the agreement with Verizon and going back to Comcast. According to my contract, Verizon was required to install the FIOS cable to my house--prior to installation--in the same manner as the copper wire; aerial or buried. Well, the copper phone line and Comcast cable are underground, but the FIOS cable is still lying on top of the ground. Breach of contract.
PS--although the service I signed up for promises internet speed up to 10 Mbps, the fastest I've seen so far has been closer to 5. Comcast was faster.

A poster wrote: "IMO all these Unions & Contractors should be gone. "
The unions have nothing to do with this...let's keep the blame where it belongs. 1) unethical, unreliable, and unresponsive contractors, 2) lack of oversight from Verizon, and 3) unresponsive, no follow up/less than stellar Verizon customer service.
Verizon...or better...Ma Bell....was at one time THE BEST SERVICE PROVIDER BAR NONE. That sadly has gone the way of the do do bird...They've dumbed down their techs, compartmentalized their "mindbank". There are very few techs who know more than "one thing" anymore. When companies slash budgets to remain competitive...invariably customer service and repair suffer...
I too have some issues with Verizon's customer service. I was a land line customer for well over 20 yrs until I had a repair issue and was told on 5 different occasions that a repair tech would be out to do the repair...they never came...they never called. My screen name is dtmfman...for anyone who doesn't know it means dual tone multi frequency...in lay terms...dial tone....Yes I've been a voice person for well over 30 years....so after 5 missed repair visits and no calls....I disco'd my land line service and now use only my cell. I'm sure at the time they (Verizon) probably thought they wouldn't miss my $40+/month income....but more and more people are fed up with poor customer service and have followed my exodus.
Back on topic...Yes sadly the buried cable issue seems to remain a big problem for Verizon. It happened to me. But..I have to say...once it did get resolved....I haven't had many problems...I too was a comcast customer...but I would NEVER go back unless Fios was discontinued...or they finally have competition in the "fiber to the house" arena.
Right now...my issues are questionable data transfer speed....and of course less than stellar customer service...
Good luck....
Message Edited by dtmfman on 05-06-2009 05:00 AM
Message Edited by dtmfman on 05-06-2009 05:01 AM
Message Edited by dtmfman on 05-06-2009 05:02 AM

Verizon wireless customer service and the iphone 6

I just upgraded to the iphone 6. It is a nice phone. Fast, sleek, seems more durable than the reports of it bending etc.
(Knock on wood).
The biggest problem I have is VERIZON. Having been a customer for well over a decade, I was annoyed that I had to pay them $30 to sign a two year contract to give them money in exchange for service. Why the fee, I ask?
"Because everyone charges a fee". Cool. There is also a cliff right over there.
The customer service agent was polite and offered to offset this charge on my next bill, and to go ahead and pay this fee on top of the $300 for the phone. I did. And signed the next two year contract. Did he give me said credit? Nope. When I asked the next customer service agent of this, she said "we don't do that". When I asked Brandy, a supervisor, she also stated that this cannot be credited. Convenient timing as I had already signed the contract. I don't like giving money to companies that trick people out of money. I think I have out grown Verizon. Or Verizon's customer service has outgrown itself.
Regardless, it's the principle. Getting lied to and treated like a sucker doesn't feel good. And I paid money to have it done to me.
Thanks Verizon!

Bluevelvet, I'm sorry you feel this way. Although it was a difficult decision to implement the upgrade fee, we did decide that doing so would allow us to continue to provide savings to our customers. While a $30.00 upgrade fee may not sound like savings, the savings comes in the form of being able to subsidize our devices with contracts. Additionally, the upgrade fee can be avoided with Edge since the device is not subsidized.
You mentioned purchasing an iPhone 6. I'm glad to see that you are happy with the design and performance of it. Normally, the iPhone 6 16GB (I'll use this for an example) is $649.99 for full retail. With the larger memory and different model, it's even pricier. By charging a $30.00 upgrade fee, we can subsidize this cost for you in exchange for a two year contract, so intead of paying $649.99 out of pocket, you only have to pay $199.99.
I do want to review the offer that was presented to you. I have sent you a direct message here. Please reply to the direct message.
AndreaS_VZW
Follow us on Twitter @VZWSupport

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Annoying customer service issues...

Verizon customer service is super >Profanity removed< To make a long story short, this idiot at one of the verizon stores ordered the wrong replacement device and I had to deal with a long list of people that do not put proper notes in your account to inform one another about what is going on. Once I received that incorrect device, I called verizon wireless customer service to let them know of the screw up and asked if they would assist me with getting the proper device (my first mistake). The representative was quick to apologize about the entire situation and even took it upon himself to let me know that he would personally correct this mistake and give me a call within 48 hrs to assist with getting me the correct device as soon as possible. He even said that he would overnight the device because "it was the right thing to do". What a joke. I did not hear back from that person once we hung up and basically everything that he promised was thrown out of the window.
Fast forward to today. According to the tracking that is given to send back a device through the replacement process arrived at their headquarters early this morning (4:27am). I call customer service once again to see if I can get the correct device this time. I was informed that it (the previous device) still wasn't processed and that I needed to continue to wait. After the rep put me on hold for quite some time to see if she could push the order through in order to close it, we began to process the new order (for the correct phone this time.....HURRAY!.... not really). I then tell her that the last representative told me that they would overnight it because of the screw up from the very beginning. She then tells me that they are not going to do that and I will have to wait the two days to receive the correct device. At the very least, honor what is being said...
Moral of the story is, even if Verizon screws up, you still have to pay the price. What a great company...........
Message was edited by: Verizon Moderator><
Comments and tags edited for content as required by the Verizon Wireless Terms of Service.
Message was edited by: Admin Moderator

Verizon clearly doesn't give a flying about its customers. In the words of the old Laugh-In skit, "We are the phone company. We can do whatever we want and you can't do anything about it."
Reaching someone at Verizon is impossible. They have the worst customer service policy possible. It is basically "talk to the hand." No, it is worse than that. It is, listen for hours on end to all the questions we are willing to give you answers to and then, after dialing through our endless phone mazes, if your question wasn't answered, and you want to talk with an actual human, then read our lips
>Post edited to comply with VZW ToS. Profanity removed<
Message was edited by: Verizon Moderator><

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How can I get some help with Verizon's customer service?

I want to preface this by stating that this is the first time in the 10 years in which I've been a Verizon wireless customer, that I've had a problem that cannot be resolved to my satisfaction. My issue started with a Verizon Wireless Stores in Bethlehem, PA. I asked one of the sales clerks for some assistance (which I now regret). My question to her was that I simply wanted to be able to connect my home laptop computer to the internet data on my mobile plan. Without even discussing the different options, I was "told" I needed to purchase a Mobile Hotspot Device (for $69.99, but just $20 after rebate!). I told the clerk I didn't want to have to pay an additional bill every month and didn't want something that wasn't absolutely necessary. She neglected to give me the more costly details, like the fact that it would require a 2 year contract on the device, and it would also cost me an additional $20 per month. She knew I wasn't really sure what the most cost-effective option was, so I trusted her knowledge. I even had my husband speak to her over the phone about the device, since he's more savvy about technology than I am. The clerk spoke with him the entire time she completed my transaction, and when she rang the sale up, she did not have me sign anything. She handed me the receipts, and told me I had 14 days to decide If I wanted to keep the device. When I got home and tried to use it, it would not connect to my computer. I took it to a local Verizon store on my lunch break one day and they looked into the transaction. They told me it was never put on my account; it was charged to someone else's account in error. I had to go back to the store where I originally purchased it. I wasn't able to get back to the original store right away, but I made sure to get there by the 14th day. It took two store managers to look at my account and figure out the error. They fixed it, but no one apologized to me for the inconvenience; they simply told me they could activate the device for me, or if I didn't want it any more, they would take it back (minus the $35 restocking fee). I took issue with the restock fee, because the store made the error by not giving me the full information at time of purchase, and then not charging it to my account so that I could try it out for 14 days. I was very upset that the manager refused to remove the restocking fee due to "policy" and that I "signed a contract" and I had to pay it. I argued that she should make an exception in this case, because I was inconvenienced. I told her if she valued my future business at her store, she would reconsider. She refused to budge and told me that I didn't need to shop in her store any more. I thought that was quite rude and insulting. So, I took all of my original receipts, along with the receipt that indicated that she refunded the $69.99 plus tax (minus the $35 restock fee). I left the store quite upset, but figured there wasn't much else I could say to her. Meanwhile, it's days later and my bill still shows the entire amount of $74 for the mobile hot spot device still on there. There is no credit for the return at all. I called customer service on my lunch break yesterday, and was on the phone for 45 min with a "Kendra R" to no avail. The entire call, she kept putting me on hold, and my bill was still not straightened out. When I asked to speak with a supervisor or manager, she said there was no one else available. Later that afternoon, I got an automated call (that left a voice message) from Verizon Customer Service to do a survey on my customer service experience. I did the survey and explained that my problem was not resolved and I would like a call back. No one has called me back yet, and I am stuck with no resolution to my problem. Now the Verizon store has the device back, and I still have the entire amount for it on my bill. Can you help me please?

Nope, it was a Verizon Wireless Store. I went in there in the first place because I trusted the Company for their professionalism, but I've been let down badly. I posted my story on here because I'm hoping to be able to get the attention of someone from Customer Service. It seems like the only way you can actually speak with a live person who knows what they are doing, is when you stop paying your bill on time. After you pay your bill, they transfer you to a poorly trained "rep" that has no authority to handle anything important. I'm actually a pretty patient person, but when it takes someone over 45 min mostly just to keep me on hold, and then tell me they can't help me, I'm not really impressed with their idea of customer service.

How does Verizon resolve customer Service issues?

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