Cannot be more dissatisfied with Verizon customer service

I used to say Verizon is great because it has a great customer service. Now, I am having a second thought. I have just bought a new HTC One with a new contract and since then I have been having all kinda technical issues with the phone reception and its 4G network. I reported the problem to the Verizon immediately, and in response, instead of simply replacing the phone, they have put me through some time consuming technical checks for three times! and at the end, they just simply left me alone with the problem. Also, every time they acted like they had no idea what the previous person had said/done and made me start the whole process from the scratch! Can you believe it?!
I know I was naive to take their words but I trusted them and now here I am, stuck with a phone and out of the 14 day guarantee replacement window. The last technical support I spoke with literally tricked me, manipulated me and at the end lied to me. After a comprehensive technical check including even a change of SIM card, she fully acknowledged the problem and said she would replace my phone with a new phone (a different device) and do the price match. She asked me to wait for her to double check with her colleague. She never got back to me. I contacted her many times, and sent her many messages but she did not have even the courtesy to call me back. She dragged this issue for so long that now I am out of 14-day guarantee replacement window and stuck with the manufacture warranty replacement!
I am starting to believe that this is a technique they use to make the replacement process very inconvenient and tiring for customers, so eventually they’d give up, and guess what, many people actually do! Furthermore, when they make you wait too long (more than 14 days), you will no longer be eligible for the 14-day guarantee replacement. They get their way and you are stuck with the phone and manufacture. I cannot believe some customer agent use such “dirty” techniques to “manage” the situation (read: get rid of the customer by any means).
The thing I am more angry about than the phone itself is the fact that they insulted my intelligence by lying about the replacement, wasting my time, and the fact that they asked me to trust them but did not return my trust. What a shame!

Your phone has a 1 year manufacturer's warranty as long as the device has no physical or water damage. There is no limit on how many times the phone can be replaced under warranty. Verizon Tech Support would trouble shoot the phone and would be replaced for free if they cannot resolve the issue.

Similar Messages

Could anyone show me how to file a complaint with Verizon Customer Service?

I would first like to state that this is my first time having an issue with Verizon Customer Service.In all my years of using their service, I had never run into someone that truly had no idea what they were talking about. I would like to file a complaint to save everyone from experiencing the frustration I am feeling and from wasting your time.
Here is the story, so that you can understand the reason why I would like to file a complaint;
My phone has always had an SD Card in addition to the phone memory because my phone memory is already tiny, less than 1 GB.I put things that cannot be put on my SD Card (my text messages, contacts, etc.).
This past week I kept on receiving air messages that my phone memory was full. I deleted most of my text messages but I still received air messages that my phone memory was "full". I therefore decided to call Verizon Wireless to see if they could help me solve my problem or at least educate me on what was taking space in my phone memory.
Well, I unfortunately had the luck of being connected with a representative named "Naima" and I told her about my phone memory problem. She said she knew how to fix my problem and instructed me to click on the "Format SD Card" button. Following her instructions blindly, I never once stopped to consider that clicking on that button would erase everything. And so ALL my pictures, ringtones, and videos were erased.
Trying to fix her mistake she dug herself into a deeper hole. Instead of admitting that she had made a mistake she claimed that my pictures, ringtones, and videos could be recovered, She had me access Backup Assistant, but my stuff was NOT saved there. I later learned that my phone's Backup Assistant can only save contacts, NOT pictures. She knew what phone I had (representatives have all the phone's info and history) yet she led me in circles and wasted my time and could not own up to her mistake.
What upsets me is the fact that she did not even KNOW that the phone memory and SD Card are 2 COMPLETELY DIFFERENT things.And also she could not own up to her mistake, but instead wasted at least an hour of my time trying to get Backup Assistant to do something it could not.
I then attempted to file a complaint to found that Verizon makes it Virtually Impossible to file a complaint, only through MAIL! Really??

Well actually sending a certified return receipt letter to Verizon Wireless may or may not do any good. you can also file a complaint here http://www.bbb.org
Those out of memory messages usually mean internal memory is getting full. I have no idea of your make and model of device but there are many articles via google that tell you how to transfer files from internal memory to sd card memory.
Now on the off chance your sd card is nearing its capacity you can either hook to your computer via usb and the computer will show two drive letters. One is internal memory and the other is the sd card memory. If its internal memory and your sd card is not full you can drag and drop the files to the sd card. However you can also get a card reader and then make a saved files folder on your desktop, then cut and paste any or all movable files to that new folder you just created. its really very easy.
You can also remove files from internal memory (music, photos,documents) to that folder on your desktop. You can also remove all files and photos from the sd card on a regular basis to never have that low memory problem again. I always purchase the largest sd card that is usable on my device and never save anything like music and photos to internal memory.

Does anyone else have this much trouble with Verizon Customer Service?

I cannot get any Verizon Customer Service to answer me through email or correct their errors through their store or through the telephone customer service. I have written to them three times with no reply back (although it says it will be answered within 48 hours), gone to the Verizon local store, and called them numerous times.
Ever since I purchased three i-pads for my sons as Christmas gifts my life has been nothing but stress while dealing with Verizon and Best Buy while trying to get a jet pack added to our account through Best Buy and trying to straighten the mess out through Verizon.
My bill is so messed up, of course in their favor, and they cannot seem to figure out how to fix it or else they don't want to take the time to fix it.
I own my own business and they should know that you NEVER just IGNORE the customer. They eventually do go away (to another company). When a company will not ANSWER complaints...there IS a problem! I am taking the next channel up.

This is what happened. I bought the three i-pads at Best Buy because that is where we buy all of our computer products and it didn't occur to me to buy them at Verizon...Hence, that is why it went through a third party. Later, I found out I would have paid a much higher price, according to a Verizon salesperson, so I am glad that I didn't. But anyway...I bought two jet packs with the three i-pads because I didn't think two of my kids had internet connection so of course, I wanted them to be able to use the i-pads when they opened their gift on Christmas. I have a business account with three smart phones already with Verizon. The Best Buy salesman attempted to put the two jet packs on my business account, but he said they would not transfer on that account because it was a business account, so he had to open a new individual account and that Verizon would transfer it over to my business account. Right then, I could see dollar signs. That is why I went to the Verizon store the next morning (Christmas Eve) to straighten it out before letting it go on any longer. I explained everything to the sales person and he assured me that he fixed everything. I explained to him that I wanted to add the two jet packs on to our account...and for them to share our 6 GB of DATA at the present time until we could see how much we used first. Seems that one of my sons did have internet and he didn't need the jet pack. I called Verizon and was told to return it to Best Buy and I would not be charged for it since there was NO USAGE of data on that jet pack. We returned that jet pack. HOWEVER, the wrong jet pack was cancelled. So the one that was taken back was not cancelled through Verizon (it remained active) and the jet pack that we kept had no service and was cancelled. Was that Verizon's fault? Or was it Best Buy's fault? I don't know...but it was not my fault! My son lives out of town and he had to bring his jet pack in to Best Buy in order to get service on his jet pack reinstated. So therefore, he went a week without service, yet we were still being charged for two jet packs...$ 50.00 PER jet pack plus they tagged on 5 GB PER jet pack, which is not what we signed up for. The charge should be $ 20.00 per month to add the jet pack on to our business account. We are aware that we can contact Verizon *611 to talk to an agent because we have talked to them approximately five times already. I have emailed them three times with no reply. I have never had a problem before this, but I never had any issues so never had a reason to contact them or deal with customer service before. Jimfitzgerald...the reason people deal with a third party is that it saved us $300.00 from Verizon's price and we purchased these for 18 months with no interest. Had I known that Best Buy and Verizon do not work well together, I might not have ever bought these at all...But we have one jet pack now that we added to our account and still are being over charged for the two jet packs @ 50.00 per jet pack @ 5 GB data each...totally ridiculous. My son tried to straighten it out and was told by Verizon that we had one of the jet packs since 2011 and the other one since December 2012. Finally, Verizon said they understood and would straighten it out...But our bill is still wrong. How do you get them to answer your complaints? How do you get them to understand? If I don't pay our incorrect bill, they told me they will cut off our service and they are our business phones. Suggestions?

Cannot be more dissatisfied with Verizon customer service!

I used to say Verizon is great because it has a great customer service. Now, I am having a second thought. I have just bought a new phone with a new contract and since then I have been having all kinda technical issues with the phone reception and its 4G network. I reported the problem to the Verizon immediately, and in response, instead of simply replacing the phone, they have put me through some time consuming technical checks for three times! and at the end, they just simply left me alone with the problem. Also, every time they acted like they had no idea what the previous person had said/done and made me start the whole process from the scratch! Can you believe it?!
I know I was naive to take their words but I trusted them and now here I am, stuck with a phone and out of the 14 day guarantee replacement window. The last technical support I spoke with literally tricked me, manipulated me and at the end lied to me. After a comprehensive technical check including even a change of SIM card, she fully acknowledged the problem and said she would replace my phone with a new phone (a different device) and do the price match. She asked me to wait for her to double check with her colleague. She never got back to me. I contacted her many times, and sent her many messages but she did not have even the courtesy to call me back. She dragged this issue for so long that now I am out of 14-day guarantee replacement window and stuck with the manufacture warranty replacement!
I am starting to believe that this is a technique they use to make the replacement process very inconvenient and tiring for customers, so eventually they’d give up, and guess what, many people actually do! Furthermore, when they make you wait too long (more than 14 days), you will no longer be eligible for the 14-day guarantee replacement. They get their way and you are stuck with the phone and manufacture. I cannot believe some customer agent use such “dirty” techniques to “manage” the situation (read: get rid of the customer by any means).
The thing I am more angry about than the phone itself is the fact that they insulted my intelligence by lying about the replacement, wasting my time, and the fact that they asked me to trust them but did not return my trust. Speechless!

These are the Verizon Residential forums used for peer-to-peer support for FiOS, DSL and phone line users.
It looks like your issue is with Verizon Wireless. You should check out their forums and support on their web page:
http://www.verizonwireless.com/
Good Luck.
If a forum member gives an answer you like, give them the Kudos they deserve. If a member gives you the answer to your question, mark the answer as Accepted Solution so others can see the solution to the problem.

Iphone 4 cdma: bad experience with verizon customer service/store

I have been paying around $140 for my shared plan with Verizon. One phone in this line is an iphone4. I am travelling outside the country for the next couple of months and I wanted a solution from Verizon.
1. Online chat: I asked this question to the chat reps and they told me to go to a store.
2. Store: At the store I met a folks who did not understand the technical details of a cdma phone. He asked me if I could unlock it and use it. I explained why it is their responsibility to ensure that such a phone is unlocked. He then deferred to the store manager, who kind of seemed nonchalant about the whole situation said that he cannot do anything to help. When I asked what am I supposed to do with this phone after my contract he said that I could do what ever I want with it, he added that I could trade it in for 40 bucks ( while my friends make a couple ah 100 bucks on ebay after selling an unlocked iphone4). He told me to talk to verizon customer support.
3. Customer support: I dialed in. I asked him a questions about why the company does not offer iphone 4's as a gsm while other service providers do and what value am I getting from paying for a device that I would never use post the contract. He said that verizon was late to provide unlocked phones and they started with the 4s. I spoke to global support about the rental program that they offer for just 20 days. When I asked if they would make this an exception, they said they cant and the system (made by verizon) will track inventory and will not allow rentals over 20days. The final option was buying another phone for retail price.
Overall I wanted to express that I am completely disappointed in the way Verizon treats their customer. They talk about policies and how they cannot bend it to meet a customers requirement. I would have been the happiest person if they gave me a replacement phone and not ask me to buy a new unlocked phone. Why am I paying for a service that does not help me during such situations?
Thank you
A sad customer...

I'm not sure that I understand what your complaint is. Verizon Wireless does not offer GSM iPhones 4 because Verizon Wireless does not operate a GSM network.

May I share my complete & utter dis-satisfaction with Verizon Customer Service!!!!!!

Sit back, cause this is a long tale, a tale of misery and frustration by a long-standing customer...
I am a subscriber to Verizon's DSL service for my internet access and wi-fi in the house. Monday evening, I get home after a really long and frustrating week and just want to check email. The laptop is not connecting to the internet however, so I check my other devices. No luck. I then go check my desktop pc and notice that the router light is blinking, so I do the ole unplug, and wait thing. Do that a couple of times. Still no luck.
After a while of figuring out what number to call for customer service, I go through the Voice prompt system (and start over due to 2 dropped calls - thanks Verizon Wireless). Finally get an agent who I can barely understand. Long story short, 90 minutes later, he tells me he needs to send a technician to my house and the soonest he can do it is thursday between 8 and noon. I request evening hours or weekend because I don't want to take time away from work and be totally unproductive because I have no internet connection. He says he can't do that, but I can call the dispatcher (huh???). He gives me a number, and I call...after 40 minutes of being on hold, I hang up (I only stayed that long just to see how ridiculous it would get, but finally gave up).
The next morning, I unplug and re-plug. Lo and behold it's working again. So, wanted to do the courteous thing and cancel the appointment. Tried calling again, thinking that during business hours it would be easier to get through. Nope, another 20 minutes of being on hold til I hung up.
So, thought I'd go to the site and try to contact someone that way. OMG, trying to find a way to contact is just crazy, so finally resorted to the live chat. Well, then I get through all the questions, etc, just to say I want to cancel my appointment. He tells me that the technician will call and just let them know then. Really, a global service can't do better than that. Oh well.
So, today, I get the call, but of course I'm tied up, so can't answer. I check voice mail, it's an automated call telling me that they are still scheduled to come tomorrow morning and if I need to call or cancel, I was told to call 1-800-VERIZON. I roll my eyes, call the number. After 6 minutes of being on hold, the agent picks up and of course has to know my number, my name, my address...probably would have requested my birthplace, what I had for dinner, my favorite book, if I hadn't stopped him and told him I JUST WANTED TO CANCEL AN APPOINTMENT.
Guess what he told me...yep, he can't do it, I need to call that original number I'd already tried. Wow, is this totally f'ed up!!!! So, thought, just for grins, I'll call it...and of course I get the hold message, gave up after 6 minutes and was ready to wash my hands of the whole situation. Let the technician waste his time...I did all I could.
By now, though, I just had to vent, so thought I'd look on the website for some kind of way to contact someone. Nope, nothing, so thought Okay, I'll add a message to the Forum and hope that someone with some kind of authority will read this. I sign up and wait (almost 5 minutes) for my automated email. I enter the code to verify and of course it doesn't work. I get an error message that says "Error in Activating : update the eCRM details to SSO db". Wow, of course, that makes sense to me as a consumer. I tried again and finally got in here to tell my sad tale of woe.
Verizon, are YOU reading this? Are YOU listening??? Do YOU care? This was a HORRIBLE HORRIBLE experience, and I've already shared the tale with more than a dozen co-workers this afternoon in a meeting.

I am sorry to hear about the troubles you had regarding this appointment. If you have any questions or need assistance in the future, please make a post here so we can be of assistance.
Anthony_VZ
**If someones post has helped you, please acknowledge their assistance by clicking the red thumbs up button to give them Kudos. If you are the original poster and any response gave you your answer, please mark the post that had the answer as the solution**
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Anyone here get very irritated with Verizon customer service? impossible to contact anyone in a higher position?

I am so irritated that I cannot discuss my phone issues with a manager. I get supervisors that aren't the smartest, Never return their calls, even though I get plenty of promises. also customer service people who make corrections on my account but never actually do? They do not put notes in my account. list goes on and on....

Only the negative notes are entered into your account so that the next rep has the upper hand in dealing with us. Each step up is really only to the next cubicle. There are no real managers or supervisors. These are call centers you can't see. I tried for a month to get to talk to someone about a problem with my 5th replacement in 10 months only to be handed over to a tier 3 tech...yeah right. The best they could do was an early edge upgrade, for which was a common thing to suggest in any situation. Basically, they try it one way, then pass you off to tier 2 with another option, usually a sales pitch, then the almighty tier 3 who reside above all else and make all the decisions...if you agree to change plans and buy the one phone they are pushing that month.

I AM SO ANNOYED WITH VERIZON CUSTOMER SERVICE, Router Issue

So i upgrade to 75/35 and immediately don't get more than 45-65 downstream, heavy fluctuation. I power cycle the modem. It immediately pegs out to 84.2 down. Thinking it was a one off and all is good I leave it.
Couple hours later the speed goes back to the initial. Power cycle again and it maxes out again. Call Verizon and Tech support have me reset router (Westell 9100em) and the ONT. All seems good.
Couple hours again back to the same thing.
Call back Verizon the next day and the next tech says that the Westell may not be able to handle the speeds and says I should speak to customer service about getting an Actiontec Router instead.
They transfer me and customer service refuse to send it only if I pay money for it. The only way for me to get another model is for me to have a tech come out and swap it out. I am currently on hold trying to get that scheduled....
I just wish Verizon would own up to the issue.

If It's Been Less Than 60 Days Since The Port Out Happened,
You Should Be Able To Port That Number Back In.
However You Would Need The Wireless Account Information Of The Account Where The Number Is Currently Active.
Such As The Acct #, Last 4 Of Social, Passcode, Etc.
It Might Even Be Possible To Reinstate The Next Agreement.
You Can Call Customer Service And Request To Talk To The Winback Team.

Problems with Verizon Customer Service

As a European (german speaking) I am not a Verizon customer, but have bought a locked Verizon Iphone 4s. The Customer Service speaks only with customers with a phone number!!! No phone number no chance.
Is this always the case with American companies? I wish really that only Verizon has such a lousy customer service ...
Recommendation of the Verizon customer support: discard iPhone!! What an ecological thinking. I offered by paying them to unlock it, no change ...
Does anyone have any idea how to progress? In March I will stay in Florida
Thanks for the answers
Alex

First of all, it appears as if you WERE able to speak with Verizon CS without a phone # as you relayed the recommendation they gave you.
Next, having you discard the phone is not necessarily a bad ecological thing. If you were to sell it to another person who could actually use it on the Verizon network, that would be discarding it for you, while NOT being bad ecologically.
Verizon WILL NOT unlock an iPhone 4s UNLESS it is active on a Verizon line of service and that line of service meets certain requirements, such as being in good standing for the past 60 days. If you do not meet this requirement, Verizon will not unlock it for you.
If you are staying in Florida in March you could see if someone you know would temporarily activate it on their Verizon line of service in order to have it unlocked by Verizon. If you can't find someone to do so, your best line of action MAY be to discard it by selling it to someone who actually CAN use it and to purchase a phone YOU can actually use.

Issues with Verizon customer service

Question 1: Just wondering--If a verizon representative promised you the early termination fee (ETF) would be waived and you have it in writing aren't they obligated to waive the fee?
Story: I have had verizon service for seven years. In early June my Android broke and I connected an old flip phone until I could get a new one. I was told by the service associate that I would not lose my Verizon unlimited package as long as I upgraded my device within 14 business days of having the flip phone on my account. I upgraded on day 12 which was June 21, 2012 (Before the Unlimited plans were taken away by the greedy company). I found out when my bill came in that they took away my unlimited and put me on a data plan but were still charging me the same. I fought with them every month after being told over and over that I was given my unlimited back. This went on until November of which they started submitting requests which continued to come back denied. After six months of fighting I just wanted to get rid of Verizon. Furious at their breach of contract I requested to terminate my service. I was told by the rep (I requested that promise in writing and have two e-mails to prove it) that the early termination fee would be waived because the reason I was canceling after seven years was due to Verizon's error. Well, my service was terminated on January 5, 2013 and I received an e-mail that my final bill was available. I was expecting a refund but low and behold they still are trying to charge me the ETF. They are trying to charge me $316.65. I just got off the phone with them and they are saying that the associate who promised that the ETF would be waived was not authorized to do so. Honestly, I don't care if she was not authorized to do it, it was promised (yes, just like my unlimited was). It should be taken off the final bill and I should receive a refund for overpayment of the last bill. I still don't understand how they claim I was even under contract because I didn't sign a contract for anything other than my unlimited plan.
Question 2: Can I hire an attorney to fix this mess if they continue to refuse the waiver?
Either way, I'm not going to pay it and if it goes to collections I will continue to fight it. None of this was my error, it was theirs. I'm so fed up!

Just for reference, here are the e-mails from the verizon wireless rep (minus her full name and my e-mail for privacy reasons):
First e-mail:
From: "K" <@VerizonWireless.com>
To: " <j>
Sent: Friday, November 30, 2012 6:07 PM
Subject: Contact me
If the IPR gets denied again I will waive the ETF personally.
Then my response to the first e-mail a short time after:
From: ME []
Sent: Monday, December 10, 2012 9:45 AM
To: Verizon--name and e-mail not provided for privacy purposes
Subject: Re: Contact me
Hi K,
I just wanted to check the status of my Verizon account. They should be reinstating my unlimited everything. I've been going through this since June. Please call me and let me know what is going on. Thank you!
Regards,
Verizon's Second e-mail:
From: "K" <@VerizonWireless.com>
To: 'ME' <>
Sent: Thursday, December 13, 2012 12:56 PM
Subject: RE: Contact me
Hi J!
I just wanted you to know that I just applied the credit for the Early Termination Fee for you as promised. I tried to re-submit it back to the department and they denied the request for me. I just wanted you to know that the account’s ETF is waived for you of 290.00.
I apologize about the inconvenience of the situation and I hope you have a wonderful holiday season!
END OF MESSAGE
Since posting this I have filed a complaint with the Better Business Bureau. I've also found that since the representative is an agent of the company tasked to handle discrepancies like mine and her information which I have in writing is that if Verizon chooses not to honor this (in addition to their breach of my Unlimited contract) it is a complete violation of the Uniform Commercial Code.

What's going on with Verizon customer service phone number?

I wanted to upgrade my data plan, so I called 800 922 0204 (same as calling 611), and was presented with this error message:
"The information you have entered does not match the information we have on file. If you are entering a User ID, try using your cell phone number. It is also possible that the account you are trying to access is not registered. Please register your account at www.verizonwireless.com. "
What??? I've had this account for over 5 years, same user name, same password. I was able to log in, saw all info on my account, but when clicked on Upgrade Data plan, I was instructed to call the 800 number above. I had a chat session with the sales dept, they said they could not help me with this issue, since they're only trying to sell devices.
Anybody have an idea what's going on? There's no other phone number to call Verizon.
Thank you!!

(800) 256-4646 Thats sales, but might can get you to where you want to go.

Does Verizon Wireless care more about sales or customer service?

I have a new BlackBerry Q10 and have been back to the Vestal store twice for questions. Perhaps I'm naïve to believe that they want to help me with a phone that is not "cool" to all the young people on staff. I went in with a simple question and was given the 800 number they call. The young woman who helped me out had too many potential customers to call herself. As a result, I came home and spent 45 minutes on the phone with Verizon Customer Service, Blackberry in India and finally Blackberry in Canada for a very simple fix.
The question was why is my Q10 changing SMS texts to MMS for no reason. The Verizon personnel don't know enough about the phone to help. I don't know why BlackBerry doesn't drop them. Well, actually, I do. It's all about the money.

Thanks for reviewing my post and your comments. Yes, I knew that multiple messages and pictures were sent in MMS mode. What I didn't realize was that the "chat" as it's called, has to be deleted in order to stop sending all messages to one of the recipients in MMS. Other people with the BlackBerry Q10 were also having this problem and had posted on Crackberry. There were no answers at that time. I posted one myself after I found out how to solve the problem. Compounding my problems is that I have Time Warner Roadrunner as my email. Every time I download a new suggested software update, I have to reset my pop server info. So I have Verizon as my provider, Time Warner as my email, and Blackberry to solve all the other problems. When I first got the phone, I called BlackBerry and they refused to talk to me, referring me to my provider (Verizon).
I also believe that a certain amount of "profiling" goes on in the Verizon stores. I'm a gray haired woman and don't fit the look of the young men usually working in the stores or the preferred customers that can talk music downloads and social media apps.

IPhone 5 and Verizon customer Service Nightmare Please help!

I need help with Verizon customer service. I would like to know if I am being unreasonable. Here is my story. I ordered an iPhone 5 from apple to add to my Verizon account. This will be my fourth line of service with Verizon. I spend over 200 dollars a month with Verizon. I ordered the iPhone on the first day it was available to order. I received my iPhone on Tuesday 9/25/12. The nightmare begins. I call Verizon customer service to activate service. I get bounced from department to department because they are unable to activate my phone. This goes on for about an hour. I then get to a nice young lady that was very friendly and worked hard to try to help me. We spend for hours on the phone speaking to all of her different departments and even calling apple care and apple directly. The problem is Verizon set my new line of service to start in the middle of October. After about 4-5 hours on hold with customer service I am told they can't activate my new phone until the middle of October because when the order was placed they set up my activation date wrong. They went on to tell me they could do nothing more and transferred me to apple as they said only apple can fix the problem. I spend the next two hours on the phone with apple. Apple class all their tech support and calls Verizon back and explains my phone is a working phone and Verizon is the one providing the service so this is definitely a Verizon issue. I am advised by apple that I need to call Verizon back to fix. At this point Verizon is closed as I have been on hold with reps past closing time. I call back to Verizon and get a really helpful customer service rep the next day. Spend two hours on hold with him and he gets my service turned on. He states they should have been able to help me with this yesterday and apologized to me. He advised I would have to call back the next day to change my phone numbers around. Total time invested today 2 hours. Total time invested so far over 8 hours. I call back the next day to get my numbers moved around. Takes about an hour. When we are done I ask if I can get a credit on my next bill for having to spend over 8 hours on the phone to fix Verizon's mistake. I am transferred to a very condescending manager who laughs at me and tells me in essence they don't care about my time. He offers me one day of service credit. I advise him this is unacceptable. He gives me an analogy that this is like me getting my electric turned off for not paying and then wanting a credit for the time it took to turn back on. He even laughed at me on the phone and told me he wasn't going to do anything. When I asked to speak to a higher up manager I was told no. My question is who do I advise to get this rectified, and is it unreasonable to expect a credit when I spent over 8 hours on the phone with Verizon to correct their mistake? Pleas help!

Yes, don't feel it is as black&white as other posters here, but it is impractical.
What is the value of your time for example? If you are not self-employed, were you still being paid during these 8 hours. A court would consider actual economic loss, did you lose money during these 8 hours? And do you/your employer pay customers in similar situations? In my experience, you get credit based on the service (e.g. the 1 day credit) rather than being paid for your time.
And on the flip side, if I call up Verizon complaining that my phone doesn't work, and it turns out that I had forgot to charge it, do you want to be billed for the rep's time when it was your mistake? (Of course, wireline DOES do this, if Verizon dispatches a repair tech and the fault is inside your house etc (without a wiring contract) you do get charged)
Certainly the one day credit is the minimum they should provide. As others have said, your real recourse is to return the phone.

I have a Galaxy S5 with Global International plan in place. My txt to Jamaica are not being received there, but others are. Is there a setting in my phone I need turned on? Verizon customer service doesn't have any answers.

I have a Galaxy S5 with Global International plan in place. My txt to Jamaica are not being received there, but others are. I can receive the messages, but not send. I get an msg saying, message to (my daughters number) failed: Network problem. Is there a setting in my phone I need turned on? Verizon customer service doesn't have any answers.

Hello ffdaisy! I sure hope you're having a great time in Jamaica! I'm so sorry about your messages. Let's get going on a resolution! to clarify, are you able to receive messages? Can you send to the states, but not to numbers originating in Jamaica? First, I want to let you know how to get in touch with our Global Support Team while outside the US. Just click here for the information: http://vz.to/18oaptS Second, I'd like to provide you with the dialing pattern for messaging to US numbers, and Jamaica nunbers. For the US, dial 1, then the area code, then the 7-digit number. for Jamaica numbers, dial area code 876, then the 7-digit number. For more information, click here: vzw.com/international Thanks so much, and have a great trip! ChristinaB_VZW Follow us on Twitter @VZWSupport If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

Verizon Customer Service and Samsung Galaxy S III

A little over 3 weeks ago I purchased a Samsung Galaxy III phone from Verizon.
The exact store is:
224 North Weber Road,
Bolingbrook, IL 60440
(630) 226-4660
When I purchased the phone the person who sold me the phone told me that I had 30 days, If I was not completely satisfied with the phone I could return it and get my money back. However, he assured me that I would LOVE my new phone.
I had just come off using a Blackberry for 4 years with no problems AT ALL! I loved that phone, but I thought it would be nice to get up to the 21st century phone standards and get a touch screen phone. Well, I went for the best…… or so I thought.
As soon as I got my new phone in the car, I started using the speaker phone hands free. The speakerphone began to cut in and out and the person, my husband whom I most speak with could not understand what I was saying. I used the speakerphone on my Blackberry without issue. I did not think much of it because I was so happy to have my new phone. I thought maybe I was just in a bad area etc… Well the issue persisted also when I called my bank, my husband’s mother, my mother and it did not matter where I was the speaker phone did not work properly. Then my phone started to drop calls. Again, I thought it may have been the area, but it started happening a lot. So now I was really beginning to wonder. Having though I was still under the 30 DAY warranty, I gave it a few more days. I began having to take out the battery to reset the unit because apps where disappearing and when I went to re-install them the unit indicated that app was already on my phone and wanted to know if I would like to uninstall the app. I had to once again take out the battery and have the unit restart. Well, I could not take it anymore. With all of the things going wrong only a couple of weeks after purchase, I had to go into the store and see what they could do for me. I went in and explained my situation to the manger who was greeting people at the door, I think her name was Katie or something like that. She put me in line on her IPad just like everyone else for someone to assist me. I was assigned to a very pleasant associate who took the battery out of my phone and said try this to see if this works for you. I, not knowing very much about the technology said ok and walked out of the store. Well it kept on getting worse. I went back to the store on Sunday, September 30th 2012 asking for my money back or a new replacement for the phone. They would not assist me. I started with a regular associate and went up the chain finally getting Katie (the store manager) who repeated everything that everyone else said. So, obviously, she has no managerial skills at all. She stated that they would have to totally reset my phone to see if some apps where conflicting etc. Isn’t that what you purchase a Smartphone for??? To put apps on it and calendars etc. I just downloaded a calendar and Xfinity because that is what I have my e-mail on. I don’t’ think that was the issue, but you could not tell Katie anything.
I wanted a new phone replacement or money back as I spent $300.00 dollars on this phone. She would not have it. She said we have to go through the proper trouble shooting because I was out of the 14 day return policy!!!!. OMGsh 14 days???? I was told 30! Had I known this, I would have gotten my money back the first time I took the phone in for the issues I was having. At that time, I was still under the 14 day policy! I proceeded to express my opinion to everyone in the store stating “Don’t buy a Samsung Galaxy III” They are pieces of **bleep**. Well, needless to say Katie did not like that and she set my phone down in front of me and said, if I am going to swear, she is not going to help me. Ok, then I re-worded my statement to tell everyone in the store “Don’t buy a Samsung Galaxy III they are pieces of garbage” I cleaned it up a little, but still got my point across. I also told her that I would blog about it and send a letter to the corporate office of both Samsung and Verizon. I don’t think that she believed me, but here I am taking my time for this stuff. Time I don’t have much of, but I feel very strongly about this situation. I was lied to and Katie had the nerve to tell me that if I get a replacement phone from them, it would be a refurbished unit even though I just purchased the unit 3 weeks earlier. THAT is unacceptable by any standards!!!
Needless to say I left the store totally dissatisfied with Verizon’s customer service and the Samsung Galaxy III phone. I have not put any unusual apps on my phone nor have I downloaded a new calendar to my phone and I am still having the same issues with dropped calls and bad speaker phone. I will not put any time into this phone for them to tell me they need to reset the whole darn thing again! I am not going to bother going back to that Verizon store, because I know that they will not lift a finger to do anything about it.
My husband wants an IPhone 5. We will not be purchasing this from Verizon and I will probably eat the cancellation fee and go through AT&T so that my husband can get his IPhone. I will never purchase another thing from Verizon, this is not the first time that that they have let me down.
I hope that this letter, blog, facebook, YouTube note will open some eyes with regard to Verizon customer service and the Samsung Galaxy III phone. I don’t know if it will, but with social media as it is, I hope it DOES!
Thanks for nothing Verizon!!!
Sincerely
Donna {edited for privacy}

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Cannot be more dissatisfied with Verizon customer service

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