20+ year business account customer LEAVING after HORRIBLE customer service and verizon doesn't care!

6 month old Droid 4 stops working, so I visit Verizon store where I am promised a "new re-conditioned" phone over-nighted to me today.
I called customer service to complain that my new phone is being replaced with a re-conditioned phone. I was told I would be called back by a supervisor, but never called back.
My phone does NOT arrive today and I get some ** story about it being Saturday. I WAS TOLD IT WAS COMING TODAY!
I stayed home ALL DAY waiting for it.
Now, I am furious..I am a business woman with NO PHONE for 4 days because I was sold a defective phone.
My company has been with Verizon for 25 years (before it was Verizon). We have spent at least $65,000.00 in monthy fees, not including all the phones we have purchased for our 5 phones and 4 data plans.
I call today to speak to a supervisor. Bottom line, I want to go to my local Verizon store and have my defective new phone replaced with a new one or me and my $65,000.00 in business walks. do they care- NO.
If i did business like this, I would be out of business.
PLUS, this is our 2nd DROID 4 to die in 2 months. Obviously there is a problem with this phone, PERIOD.
As soon as I can figure the cheapest way to leave, I intend to.

Hello,
I received my new "reconditioned" phone to replace my 6 month old Droid 4.
The replacement phone only holds a charge for 6 hours or so, with minimal
use (no internet).
I am VERY unhappy. I left a message with the store employee who helped me
activate the replacement
phone, but have not heard back. This is really disappointing. I paid a lot
of money AND signed an additional
2 year contract in order to purchase my Droid 4. Now I am stuck with a piece
of junk phone as is my other
employee who has a replaced Droid 4 as well. The store even told me they had
"issues" with this model (battery completely died on my phone 619-XXX-XXXX
as well as on 760-XXX-XXXX).
We concluded that when both our Droid 4 phones died within a couple of
months of each other.
AT the very least, we should have our phones replaced with new, so they can
at least hold a charge and be used for
our business as the purpose they were purchased for.
I would think making this right, since this is quite obviously NOT our fault
would be clear if you expect to retain customers.
Lisa <Personal information removed for privacy per the Verizon Wireless Terms of Service.>
Message was edited by: Verizon Moderator

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>>Edited to comply with the Verizon Wireless Terms of Service <<
Message was edited by: Verizon Moderator

Amazing! After posting this and after filing an FCC Complaint, I got a phone call from Verizon this morning and all my lines have been reconnected and the early termination fees have been reversed.
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It's a pity it took 5 days for them to actually do something forcing me to pay $130 cash for something I shouldn't have had to pay cash for. Yes, I am grateful to have my phones back. But, I've still been left harmed and that is a cryin' shame.

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In 2008 I left the private sector to work for the government. At that time I had two plans with the unlimited data feature. One was mine, the other a line that I purchased for my father who had recently retired. My credit card is charged every month for that line, it has never been in default. In 2011 I took a job with the state prosecuting attorney's office. I was issued a phone by the county with the government's unlimited call, text, email and data features. At that time, Verizon no longer offered the $29.99 unlimited data feature on their new plans. I was fortunate to have two plans that were grandfathered. I called customer service to suspend my line, and was told that because I was both grandfathered and moving to a government line with the same data feature, and because I still had a plan (father's) with that feature, I would be able to retain and reinstate that plan and feature in the future. Fast-forward to May 2014 and Verizon has broken every promise and just doesn't care.
I left the government and returned to private practice this month. On May 16, I submitted a Government Agency to Personal/Employee Assumption of Liability form in order to retain the same number that I have had for the last several years with the area code of the county where I had moved and plan to stay. Verizon's government employee support agent explained to me that she was unable to set me up on the same plan I had suspended because it no longer existed. After explaining what I was assured by Verizon when I took the government job and getting nowhere, I was told that once the AOL had gone through, I could talk with consumer support and they would be able to help me. It was suggested, and I agreed to just a basic "place-holder" plan so I could transfer the phone number to my account and then go forward with customer support. In the interim, she would move the number from my grandfathered plan to the "place-holder" and my AOL work number to the grandfathered plan so that I can immediately have my unlimited data feature. I found that to be reasonable and agreed. The transfer (so I thought) went through and I thanked her for her help. I even rated the call as at least a 9/10 in customer support and satisfaction. I immediately received two text messages from Verizon, that I had assumed the liability and that my number had been removed from My Verizon, and to contact customer service if there was an error. Two hours later I received a text message that stated I had gone over my data usage and would be charged an overage. Oddly enough, my father received the same message and called to ask if he had done something wrong. When I called customer service, I learned that not only did she not put my number on the correct plan, but all of the data I had used when working for the government was charged not only to my account, but to the "place-holder" plan with the minuscule data cap.
Since then I have been to three Verizon stores, including a corporate location with the authority to correct this matter. I have been transferred from consumer to government support, from customer service to technical support, I have escalated calls and was told by one escalation point, Justin ID# 65183 that he was the end of the line and no one else over him could or would help me. Apparently Verizon only has one tier of escalation? Every supervisor or escalation point has assured me that they have emailed their superiors and I would receive a call back in 1-2 business days. I have yet to receive such a call. Monday, May 19, I actually thought I had gotten somewhere. A customer support representative named James told me he would submit an Inactive Pricing Request to get my data feature back and put me on the right plan, not the "place-holder" I am currently stuck on. He told me he would call me back at the latest by Friday, May 23 to get me set up after the request was approved. I hadn't heard anything by Wednesday, May 21 when I received another data overage text message from Verizon. I called and was told that the request was sitting on a supervisor's desk for his approval and then it would go through. I heard nothing Thursday, May 22, so yesterday morning, Friday, May 23 I called and was told by yet another representative that the request was denied because it was filled out incorrectly, and that James had written detailed notes and was diligently working on the matter. She said that he worked in another location but would email him to contact me with status. By 3:30 with nothing yet from James, I called again and was told by yet another representative that James was still working on it and had written in his notes that he would call me by close of business that day. She told me he was on central time, and that I should expect a call by 6 p.m. eastern. Again, no return call.
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I have been to so many Verizon stores that I actually took the time to write down their Mission Statement. Among other things, it expressly states that:
"We believe that our customers are our greatest asset and we work hard every day to exceed their expectations by listening to and fulfilling their needs and treating them with respect and dignity. We strive to create lasting relationships to ensure we have future opportunities to serve them in our stores and on our website. When making decisions, we know that if it is the right thing to do for our customer and for the company, we can and should do it. We are personally empowered to create positive customer experiences and company profitability every day."
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Every promise Verizon has made to me they have broken. Apparently, half of what they have told me was happening never did. I no longer have access to my original My Verizon account, Customer Profile, cannot even use the email address I used to sign up again to post this because it is "in use" by me, who cannot even use my plans, my numbers, my devices, my property which I own and pay them for monthly without fail. And to top it all off, they are charging me for data usage which isn't mine, it belongs to the government (who by the way, pays a month in advance).

dont hold your breath with anything being done with contacting the BBB.. i contacted them weeks ago... Nothing happened. vzw never even contacted me like the BBB said they would.. like you said.. they dont care.. they dont need too.. when you have 122,000,000 customers people like you or me consume to much of their time so they would rather us just leave.. ive been having network issues with them for 6 weeks.. no resolve... they just throw refurb phones and sim cards at me, and dont listen to my actual problems...

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Dave,
Sorry to hear about your troubles - I can only imagine your frustration and the time crunch.
The best approach is to ask that your case be escalated to customer relations - this will usually take 24-48 hours and it sounds like that may be already in the works. Customer relations should be able to work with service and depending on the circumstances have the system repaired under your exisiting standard warranty terms.
A standard or extended warranty should be enough in most instances - the accidental damage upgrade is really to cover drops, spills, physically broken parts - cracked LCDs, hinges, etc. These types of damages are often rulled as "customer induced" and not covered under normal warranty which results in a billable ammount quoted for the repair.
Service applies their best judgement on these, but we recognize that circumstances can vary and so there is an escalation and review process to make sure we can intercede and help customers as appropriate given the particulars of the case.
Best regards,
Mark
ThinkPads: S30, T43, X60t, X1, W700ds, IdeaPad Y710, IdeaCentre: A300, IdeaPad K1
Mark Hopkins
Program Manager, Lenovo Social Media (Services)
twitter @lenovoforums
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WSS_WPG
Which group must I remove the user from?

Since I used the same account for all; I am getting the following error message:
The server farm account should not be used for other services.
the account used for the SharePoint timer service and the central administration site, is highly privileged and should not
be used for any other services on any machines in the server farm. The following services were found to use this account: SharePoint - 80 (Application Pool)
SPUserCodeV4(Windows Service)
OSearch14(Windows Service)
SPSearch4(Windows Service)
Web Analytics Data Processing Service(Windows Service)
Should I use another non administrator account for farm Administrator?

20+ year business account customer LEAVING after HORRIBLE customer service and verizon doesn't care!

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