Anyone else experiencing poor customer service?

Long time verizon customer experiencing major problems with customer service and tech support. I'm not sure I've ever been treated this poorly by any customer service group. Am I the only one experiencing problems? My issue relates to a Samsung Note 3 phone that had problems...here is my timeline.
1) Nov 24 or 25 phone is freezing in apps. go to cellular sales store, call verizon while there and go through troubleshooting, tech support agrees phone needs to be replaced under warranty. told phone would arrive on Nov. 28th. Recieve email confirmation with order number and tracking the next day. Phone does not arrive on 28th or on the 29th. I happened to be visiting the post office on the 29th and ask them to look through unsorted packages for mine. they find it, I take it home and get it set up. 2) Replacement phone locks up in sleep mode. Call tech support and run through troubleshooting. I am asked to leave phone in safe mode for a while to see if phone still freezes. It does and I respond to text from tech support that the phone is still locking in sleep mode. The respond back that they will put in order for replacement for the replacement and they will try to overnight the phone. 3) Dec 1 Have not recieved email confiming order or tracking information. I call customer service and am told that they see that the phone was ordered and that it should arrive next day. 4) Dec 2. phone does not arrive, nor do I recieve email confirmation or tracking. I call customer service and am told that it was shipped and that it should arrive on Dec 3, or 4th at the latest. 5) Dec 3 Phone does not arrive, nor did I recieve email confirmation or tracking. I call customer service and am transferred to tech support. I am told that there is no record of a replacement being ordered. Tech support insists that I go through troubleshooting again, even though I've already spent hours doing this on Saturday. Tech confirms that the phone needs to be replaced and orders a replacement to be delivered on Dec 5. I asked why I was told by three different Verizon employees that a replacement had been ordered and was on its way. No reason given, just he wasn't sure and that he wasn't saying that I was lying. So, I ended that call and felt like I really didn't have answers as to why the second replacement wasn't ordered, though I was told by three different employees that it was. Absolutely confused, disappointed, and angry. I tried verizon chat to engage customer service. They suggested I call and ask for a manager. I did, while still engaged with chat. I spoke to someone who told me that the order was flagged and I needed to speak to fraud. She redirected my call, then I was hung up on. The gentleman on chat suggested I call in the morning and request a manager. I called this morning and spoke to customer service, who passed me along to tech support. Tech support did not have an answer for why 3 people told me a phone was on it's way, just maybe somebody pressed the wrong button or something. I was told a manager isn't going to tell me anything different, so it wasn't necessary to get a manager. She confirmed that a phone was scheduled for delivery on 12/5 and that was all she could do. So, I've been without a functional phone for two weeks and can only hope that a phone is really being delivered tomorrow. So disappointed.

Yes LasinaH, I did receive a shipping tracking number this afternoon that indicates the phone should be delivered tomorrow afternoon. But, this doesn't make everything ok. I've been offered apologies, but not explanations. No one seems to care that there is possibly something wrong in the whole process, nor do they hesitate to understand. This is how you lose loyal customers of 15 + years. If i could switch carriers without penalties of early termination, I would do so tomorrow.

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Hello dpetrie,
A lost or stolen phone is definitely not fun! If this is the case then I'm sure that we have an option available for you. May I ask what model device did you lose? As tikibar1 mentioned, do you have insurance on the device? If so then please advise so we can share options with you.
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>> Edited to comply with the Verizon Wireless Terms of Service <<
Edited by: Verizon Moderator

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Unacceptable - Poor Customer Service - Liars - Crooks

Seems like I'm not alone with reading all these issues.
From a corporate standpoint, Verizon wireless' customer service is extremely poor! The cheapest excuse is that someone will call you and that your credits will be applied when no one follows through.
I had a bill for over 1G. An amount that I had never received while in any phone service - let alone anywhere else. Apparently after speaking with more than 20 representatives, my plan was screwed up when it was changed over. No kidding?!?! On top of that, I was charged a $599.99 phone replacement fee over a phone that "I thought" was returned and taken care of 2 months ago. So I thought...
Previously I had a Droid Razr Maxx, which was garbage! I returned a brand new phone for a used one over 7 times. You would think that as much as Verizon robs of you, you would receive a brand new phone when having issues. Wrong! They greed of money only offers you used phones and they have the nerve to convince you that they are not. After the 7th time of replacing the phone - I had gone personally to the Verizon store and expressed to them my dilemma. The representative who assisted me suggested that I call Verizon and request a different brand. I did as suggested as soon as I arrived home that same day and I was sent the Samsung SIII. At this point, I had told the representative to cancel my order for the replacement of the Droid since they were sending me the Samsung. Two months later, I'm still fighting a $599.99 charge over something that I thought was taken care of. You would think that after 7 times, this would be second nature to me in knowing exactly what I need to do with replacement phones. Besides this, they are asking for verification over something that was done and settled with...so I thought.
The following is the calling log I have gathered thus far. Not to include the calls I previously made prior to the 12th:
3-12-13 – Cory Representative stated my phone plan would sum up to $126.20. Two supervisors verified the information was correct and credits should be applied. Still waiting...
3-16-13 – Zack Representative. Credits pending.
3-19-13 – Rodriguez Representative stated credits pending, requested and transferred to a supervisor.
3-19-13 Supervisor – Ebony (Washington State) ***$599.99 credit to be applied*** Ebony stated that because of company protocol, she could not process a credit for more than $600 and that it would take a couple of days for the credit to be applied to my account. She ensured me that she would return my call personally and that once the credit is processed, my account should amount to $124.00 as promised by the previous rep. Since then, I have not received a call from Ebony.
Throughout the week, I kept receiving messages from Verizon in regards to interruption of service till the Friday, March 22nd where I received a voicemail stating they would disconnect my service if a payment was made.
3-22-13 Spoke to Dorothy representative who gave me a number of a supervisor named Marcy and apparently gave me her direct number at 585-XXX-XXXX. Since then I have called this number and I've received nothing but voicemail as if the phone is shut off and never turned on. If you ask me, I was fooled again into a bogus number.
3-24-13 Voicemail to Marcy
3-25-13 Voicemail to Marcy
3-25-13 Spoke to yet another supervisors who I had re-explain my story and to no avail was useless.
3-25-13 Spoke to Michael representative – stated that Ebony tried calling me 1:50pm on March 25, 2013. I find that hard to believe when there was no message or phone call recorded. No surprised! Michael ensured me that Ebony would try again the following day, March 26 at 1:00pm.
3-26-13 Spoke to another representative who transferred me to the fraudulent department who again, was useless and had the nerve to tell me that I shouldn't of waited 2 months to take care of the situation. I'm sorry, did he not look at my records of calling several times since the charges were posted. I'm sorry, this reflects the poor customer service of a company that cannot get there act together and resolve their discrepancies to rob customers. I don't understand how promises are constantly made that are not fulfilled, incorrect information is given and supervisors have no clue of what their responsibilities or authorities are.
3-26 – Spoke to yet another representative; Michele who stated Ebony would follow up at 11pm. What company contacts their customers in the wee hours of the night? Then she changed the information and that it would be by 9pm. Then she stated that she couldn't promise me that she would call. On top of that, I'm not sure if I should hold my breath since anyone who claims they'll call or follow up with an email on the credits does not follow thru. In addition, they have no idea who the people are - they can't give out information and they themselves cannot contact them. POOR CUSTOMER SERVICE!!!
<Post edited to remove the phone number per the Verizon Wireless Terms of Service.>
Message was edited by: Verizon Moderator

You spoke to Ebony in Washington, the 585 area code is in upstate NY...when you call customer service you get connected to whatever agent is available to take your call in whatever call center across the country. The agents and supervisors don't know each other and they probably are not actual Verizon Wireless employees but work for competing call center companies which staff hundreds of people rotating shifts throughout the day. My advice, quit waiting or expecting a call back from this one person. For all you know Ebony took a job at the AT&T store as a manager and you will never hear from her again.
If you are waiting for credit wait until you get your bill and see if credit has been applied to that. Log into you account online. I understand that you are trying to get a problem resolved but you've got to just block off some time and call customer service. Stay on the line with the agent you are connected to initially and don't ask for anyone else or to speak with a supervisor right away. If they have to put you on hold let them but do not ask them to call you back or as for someone else to call you back. Honestly, I would never buy it if they said they would personally return my call.

Poor, Poor, Poor Customer Service

December 18, 2012
Lowell C. McAdam
{edited for privacy}
Annual Account Value: Approximately $6,000.00 annually
Dear Mr. McAdam:
I am a Verizon FIOS customer with a bundle (landline, wireless, cable, Internet) who has been with your organization for almost 10 years who is writing to let you know of my extreme dissatisfaction with your Verizon customer service (or lack of it), which seems to have deteriorated beyond repair. I will try to keep this brief and to the point, but I have had unresolved phone issues for almost a year now that no one in your organization can fix.
1)    The first landline number I received from you all was the end recipient on a “robo-call” list where I would receive hundreds of phone calls a day, even though I immediately signed up for the “Do Not Call” list upon receipt of the number. It was obviously a bad number that needed to be removed from your system. After a very long time (months or even a year), I switched numbers after much time unsuccessfully spent researching and trying to fix this problem.
2)    On the second landline number that we implemented, which we had for almost a year, someone had hijacked our home phone line (perhaps a hacker, no one knows) and was using it to dial callers in our local Tampa area market. Needless to say, we received many threatening and obscene phone calls in return (when they hit re-dial), which we have documented. We have spent countless hours each week with various customer service representatives (and various other individuals when the call was escalated) providing them with the Caller ID information and the Caller ID name trying to resolve the issue. Over time, I probably spoke with 10 or so different individuals on this issue, none of whom seemed to know how to fix the problem.
There was one representative who said a network engineer would put a “digital bug” in our FIOS box to find out who was performing this fraudulent activity so that we could correct the issue. When nothing happened, no communications, nothing, I called back and yet another customer service rep assured he was escalating this issue to the “War Room” and they would fix the issue so I did not have to change my number again. He promised the issue would be resolved in no more than 5 days, or at the very least, some form of communication would occur. This was weeks ago and I never heard from him or anyone else in your organization with any form of follow-up.
3)    After months and months of trying to resolve this issue, finally, in defeat, I requested a phone number change after learning it is virtually impossible and cost-prohibitive to “unbundle” the services (which I am pretty sure is illegal). Both this number and my old number have a “disconnected” message on them when dialed now.
4)    Now I am with Verizon’s “Order Escalation” team to execute a simple phone number change. I requested the phone number to be changed on Friday of last week and it is Tuesday and the number still DOES NOT work. I am currently with your “Order Escalation Team” to fix what should have been a 24-hour-turnaround.
5)    After all this, one might expect a fair discount to their account, but I have never been given one or offered one, even when I ask.
We spend more than $6,000.00 with you annually. This may not amount to a lot to you in the scheme of things, but I would hope you will care enough to rectify these issues so that we do not have to change carriers, or worse, look into possible legal options. I am sure you probably do not care and you say to yourself, “So what? This is only one customer,” but if you go online, you will see what legions of customers are saying. You might be the “big dog” now, but when you falter, and all companies with this low degree of customer service do, just remember that giants fall hardest of all.

Fellow subscriber,
As I understand your post... you have issues with 2 different phone numbers.
1. Line 1, You got lots of calls that weren't for you.
2. Line 2, A robo-dialer is faking your number on caller-id when it dials out.
While I understand your frustration with this situation, I also understand why you weren't getting the help you wanted from Verizon. Having been in the phone industry since I was young and skinny (Mid 80's); I can confidently inform you that other than offering a new number, neither Verizon nor any other phone company can fix these issues, both caused entirely by a 3rd party.
You cited poor customer service... what did you expect from your phone company to do about the 3rd parties abusing your phone number?

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Just hop on over to Google and try and find the names of some key players at VZW and search for their contact info. It took me every bit of a minute to google and find the website people. It has the name of some key folks and contact info...send them an email and voice your concerns. Will it help...who knows...but at least you'll feel better knowing you tried... Good luck with whatever issue you're having with VZW...
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I know this email is confusing and really hard to understand...perhaps now you will know how i've been feeling--lost and confused with all the mis-information, with a hit and miss phone, and out of time with all the 1 1/2 hr to 2 hrs EACH wasted on this issue.
On top of all this, I can't even find out how to file a complaint with anyone higher up than Customer Service.
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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

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Attached is the letter I sent to correspondance, I haven't heard back from
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I was with Sprint for over 10 years, when I changed to Verizon my bill went
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