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.

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Why does Verizion care more about $30 than keeping customers?

My wireless contract is up on July 28, 2013. I went to the store to upgrade our phones and renew our contract. I received an email congratulating me on being such a great customer and I have worked hard to earn a free phone upgrade. I go to the store, pick out our phones, the agent takes an hour to program the new phones and then tells me that we owe $150.00. I ask why - he says it's the upgrade fee. The email I received didn't mention an upgrade fee, the sales person at the store never mentioned or advised us of a $30 fee for our free upgrade until after we picked out and he programmed our new phones. When I called customer service and asked the supervisor "Is it more important to Verizon to collect the $150 upgrade fee than to keep me as a customer and earn monthly revenue from my wireless and Fios contracts?" He gave a lame long winded response that started with "everyone else is doing it" and ended with yes. So I asked him again "Is it more important to Verizon to collect the $150 upgrade fee than to keep me as a customer and earn monthly revenue from my wireless and Fios contracts?" - He said " yes. It is more important to collect the fee than keep you as our customer." I think this says it all...Verizon cares more about cares charging it's customer's extra fees than keeping us as customers. And... Verizon...is "Everyone else charges" really a good reason for you to charge? Remember when you were young asking your mom to do something and saying "Please everyone else is doing it" or getting into trouble and saying "Everyone Else is doing it"...what was the response? The response was always.."What if everyone else were jumping off a bridge?" Maybe if your customer service and sales people were less rude and you gave your customers more value for their dollar instead of more crap your long time customers would be looking elsewhere. You want loyalty from your customers...you should try giving your customers a little bit of loyalty. I will be moving our business elsewhere.

Firstly, the upgrade fee has been around since April of last year. Sorry you didn't know about it, but frankly it's old news by now.
Secondly, Verizon is actually charging you LESS than any other carrier would for an upgrade. AT&T's upgrade fee is $36, and Sprint's is all kinds of messed up and involves some sort of extra activation fee. So I wouldn't get all upset over the upgrade fee if I were you since leaving the company will cost you much more over time than just sticking with 'em.
Thirdly, there's no real excuse for how that CSR acted towards you, imho no CSR should ever tell you that their company values money more than their customers. That in particular I would file a formal complaint against that rep specifically because that behavior is inexcusable

Does verizon wireless have a customer service policy?

I am wondering if Verizon wireless cares about customer service at all. I was trying to become a verizon customer, and I called and verified pricing. I was told that I could get pricing for 30 Gb at $130. I itemized everything in my conversation with the sales person, and came up with a total for my bill. I was very specific in everything that I needed, and the prices I was willing pay. I have two lines that I was going to bring over, and I told them that I didn't want to receive the phones at different times, because I don't want to carry two phone bills at once. The phones were both scheduled to ship out at the same time. Well, the one phone shipped early. I called and talked to several people at the call center, and someone assured me that both phones would be in the package. The next day, one phone showed up. I called and talked to someone again at the call center. They told me that I could take my existing phone, with my new phone, and have them both activated at a verizon store, so I can activate both lines at the same time. I waited until after work, and I drove up to the store. I found out at that time, that it wasn't possible. So, I got back on the phone with more awful customer service call center employees. I was transferred several times, hung up on a few times, and finally talked to someone who tried to help. He told me that I can hold on to the phone that arrived early, and I can wait to activate it when the second phone arrives. I took him at his word, and waited.
On saturday, I called to check and see what would happen if I went to the apple store and bought the phone, instead of waiting to receive the other phone from verizon. I was going over pricing when I was informed that the 30 Gb that was supposed to be $130, was input into my account at $225. I told them they were mistaken, and they told me the offer was only valid until 11/05/2014. I placed my order on 11/10/2014, and I was very specific. I told them that I was offered the pricing, and they told me there was nothing they could do. I called several more times, and I ended up talking to someone who told me my salesperson and her supervisor wouldn't be in until monday. I battled back and forth for the last 2 days making 30 calls to only be continuously lied to, transferred, and received different stories depending on which call center I ended up at. These customer service call centers are not Verizon employees, and they don't give a crap about you, or the service you receive. They lie to you, and try to trap you into a plan you didn't sign up for. I can only receive half the data I signed up for, or I can pay full price for what I ordered. I ask you, where is the customer service? Anyone who is thinking about becoming a verizon customer, or anyone who is thinking about renewing needs to get offers in writing, because they will lie to your face, and tell you there is nothing they can do.

unhappypotentialcustomer,
This is not the experiece that I like to read about. I want to make sure that everything is on the right track. I want to have a chance to go over the information with you. I do see that the 30GB data plan for $130 was a promotion that ended at the start of November.
I do want to check out the account for you. I did send you a private message. Can you please respond back to that message? I want to put a fresh pair of eyes on the account. I'm eager to work with you.
KevinR_VZW
Follow us on Twitter @VZWSupport

Does Verizon Wireless really care about its customers?

I tried to purchase online the free Ellipsis tablet on Black Friday with the 2 year agreement. The website directed me through the process and then told me I had to change my current plan. I didn't want to change my plan. So I backed out of the process to think about it. But after talking to some Verizon agents, I find out that I didn't have to change my plan. Their website, in essence, lied to me by telling me I had to change it and directing me to the new plans page. Now, they will not honor the contract I tried to initiate Friday night. I tried talking to customer service about it and every agent I talked to was polite but they said there was nothing they could do. The last one I talked to took my complaint to his supervisor. She was willing to knock an extra $50 dollars off the current $150 sale price but she was not willing to revert back to finish the contract that the website told me I couldn't have without changing my plan.
As a result of that, I have cancelled my hotspot and have no intention of ever buying another phone or accessory from Verizon Wireless. I have been a long term customer and I really didn't want it to come to this.

EvanO,
I appreciate your response but I have talked on the phone with Customer
Support numerous times and neither they or I am willing to budge so
there is no solution that I can see. As I explained to them, they will
lose far more than the cost of the tablet by me leaving, but that
doesn't matter to them. I was informed (after Black Friday, of course)
that I didn't need to change my plan to get the deal on the Ellipsis 7.
But, the website told me I did need to change it. No one I talked to in
Customer support disputed that either. In fact, it was a customer rep
that informed me that I did not need to change plans and should have
been able to get the tablet as a stand alone contract. The website,
however, did not make that clear to me nor available to me. When I
confronted customer support about it, all I get is a bunch of apologies
and 50 dollars off the tablet if I want to buy it. I tried as nicely as
I could to tell them that I wanted the tablet at the Black Friday price
because /I tried to get it on Black Friday/ and the website said I had
to change plans, when in fact I didn't. In my mind, that is false
advertising and worthy of a report to the Better Business Bureau, which
I thought about but decided its not worth the hassle. I tried
explaining this whole situation to customer support three different
times (you are number 4), and they feel it is more important to lose my
business (which is more than the cost of that tablet every month) than
to find a way to complete a contract that I tried to initiate on the
appropriate day.
I have cancelled my hotspot already, two phones that are eligible for
upgrade (but that ain't happening!!), and a third one that will be
contract complete in 3 or four months. When that one is done, I will be
completely closing out my business with Verizon Wireless. VZW isn't the
only game in town. I hate the thought of leaving but I refuse to just
sit back and do nothing.
All of this has shown me how important long time (10+ years) loyalty
pays off and how much we customers really don't matter to VZW.
If you can talk someone into changing their mind, great, let me know. I
am not budging on this, and for all the run around and neglect I have
gotten over the past couple weeks all I have been offered is a truck
load of "I'm sorry this happened!" and $50 dollars off. I believe the
representatives I have been in contact with have been truly apologetic,
but the corporation isn't. And I am not going to bow at its feet. The
ball is in their court. They feel it is more important to lose $300 or
more per month in my bill than to complete the contract I tried to
initiate on Black Friday (for a $250 tablet). So be it. If they want my
business, they know what they can do to keep it.
Thank you for your time.

Does Verizon really care about the windows phones??

I recently bought the Nokia 928 and as a "tech-impaired" person I am really happy with it. This is my second smart phone and I find it much easier to navigate than my Motorola Droid 3. My co-worker (who is similarly impaired!) wanted to update to her first smart phone and had visited her local Verizon store to browse the various phones. All that was EVER mentioned to her or shown were various Razrs, the Samsung Galaxies, and of course I-phones. She saw the 928 demo phone there but it was never even offered as a choice so she didn't ask about it. When she saw my phone she asked my thoughts, and asked to "play" with it. I showed her some of the things she could do that I have found to be not difficult. Bottom line she decided she liked the ease of operation, knew she did NOT need Suri and thought the Samsung Galaxy S 4 had way too many features for what she would ever need. She went back to the store and they did not even have a 928 in stock. They did order her one, but she said that I knew way more about what the phone could do than anyone there. I told her to ask about the 25 dollar gift certificate available through the end of June that could be used for Microsoft apps, they knew NOTHING about that either. When I bought my phone I asked the store rep who was helping me (in a different town) and she was also unaware of it; but at least she found out and helped me set up a Microsoft account and got the certificate onto my phone. She laughed and admitted she really knew very little about the Windows phone set up. It really does seem that Verizon just doesn't care much about this platform and does not give their customers this choice since they virtually ignore that it even exists.

Thats why I normally do not get involved with writing on message boards, especially corporate boards, too many company employees write comments like that on behalf of their office…and yes, cellular service and home communications services are a little more that a “soda” and yes, I do expect loyalty to be a two way street….end of thread, unsubscribed from this farce….

Does Verizon REALLY care about customer service?

OK, to be fair, I do realize that I've been attempting to make an order for a high demand product on a day when thousands of others are doing the same thing. But, I guess I expect a company like Verizon, one that boasts how cutting edge their technology and networks are, to be a little more prepared for the influx in website and phone traffic. It took, no less, than 2 hours to complete a pre-order transaction due to technical failures on both the web and phone support. Isn't this what my $30 upgrade fee is supposed to cover? Wasn't I told that the additional money I pay to upgrade is to ensure a "positive customer experience"? Well, my experience was anything but positive today. The website crashed 3 different times. I was disconnected at least three times, and when I received an autocall for a customer service survey, even THAT didn't work! Verizon, do you want to know the answer if my recent experience with customer service solved my problem? I'll tell you, the answer is NO. Do you care? I doubt it.
I'd threaten to leave as a customer, but unfortunately, where I live, Verizon is my ONLY option. I'm in a rural community and there are literally no other providers in my area. So I pay ridiculously high fees, for substandard service. I can only have successful phone conversations from the south end of my home, while standing near a window, completely motionless. If I move, call drops (even with good signal strength).
But I guess I should be grateful for the experience of being a Verizon user, and continue to pay them additional fees for the privilege of being one of their valuable customers.
While I am forced to be a Verizon customer due to my geography, you can bet that when asked by others what my opinion is of the company, I'll encourage everyone to make a different choice if they can.

Thats why I normally do not get involved with writing on message boards, especially corporate boards, too many company employees write comments like that on behalf of their office…and yes, cellular service and home communications services are a little more that a “soda” and yes, I do expect loyalty to be a two way street….end of thread, unsubscribed from this farce….

Does Verizon not care about customer service anymore?

I need some answers on my bill and no one to talk to....what is going on Verizon?

My frustration is that I cant get a live person on a timely basis like I use to be able to. I have always valued customer service from Verizon and have complimented several times in the past. But now it seems we are forced to send emails (the chat was not even working the other day as everyone was busy).
My specific question is that I cannot see my discount from my work on my bills and wondering where this shows up at?
>>Personal information removed to comply with the Verizon Wireless Terms of Service<<
Message was edited by: Verizon Moderator

Customizations about sales order from service notification

We can create sales order from service notification. I have 2 questions about this subject:
1. How can I choose the type of the sales order? Where is its customizing?
2. How can I hide or make visible the button of "Sales ord." ?
Thanks in advance for the answers....

Hi,
Check the setting in the ODP1 transaction for the sales order assigment with service notification.
Regards,
Raj

Verizon for one you have very bad customer service, for two why does someone who has a one year warranty have to go into the store to replace my samsung galaxy s4 phone, when all it has done for months is over heat?

I dont understand why i would need to go into the store for a replacement phone when i have had my phone under one year just because i have had it under one year. My phone has been over heating and i been trying to get a replacement phone, but i dont really have time to go in the store and i really dont see why i can replace my phone over the phone after one year.
oh and your customer service sucks.
Thank you

Broke new phone Verizon couldn't help even give me form for insurance I pay for in their stores.Seperate corp.Had no Internet waited 2 weeks mail me form.They suck.Did run across 1 dude finially knew his stuff and personally handeled many problems.It was after most working there didn't took me month replacement phone mailed.If customers service person seems new ask for someone can fix problems asap.
>> Edited to comply with the Verizon Wireless Terms of Service <<
Edited by: Verizon Moderator

Where do I complain about Indian iPhone customer service?

I really don't know where I'm supposed to complain the handling of customer service in India.
Let me explain the situation and perhaps someone can send me to the right place.
My housemate's sister bought an official Vodafone iPhone 3G in August. Last week, it stopped working. No Service, no matter the SIM card. I told her to give it to me for a couple days, let me update the firmware and see if that doesn't fix it.
It didn't fix it. Clearly a hardware problem. Never hacked or anything. Just stopped working, flat out.
So, she took it to the place that she bought it from. She no longer has the receipt, so they wouldn't help her. It's CLEARLY an iPhone 3G, so it's CLEARLY under warranty (since the phone came out less than a year ago). But, still, they told her to go to Vodaphone and have them repair it or replace it.
Vodaphone, wouldn't budge without the receipt, even though it's CLEARLY a Vodaphone iPhone and, again, CLEARLY less than a year old (and, therefore, still under warranty).
So, I called Apple support, the number printed on the iPhone box. They directed me to another number, which nobody answered. I called the first number back; they gave me a third number which didn't work at all. I called them again and they gave me AppleCare's number.
Now, I thought, we're finally getting somewhere. Apple will surely be able to rectify this.
"Press 1 for iPod, Press 2 for iPhone." I pressed 2. I got a message saying "Please contact your service provider for iPhone support" and promptly hung up on me.
So, I called the first number again, and they gave me yet another number (corporate office, I guess) that also told me to call AppleCare. They said I had to press 9.
9 was not an actual option.
I finally got through to someone when I called AppleCare and pressed 1 for iPod. I complained and complained, after which they told me they'd transfer me to the iPhone department.
Why can't you access the iPhone department directly? Because it's not actually in India; it's in Brisbane, Australia.
The guy I spoke to in Brisbane informed me that Vodafone must honor the warranty since it is obviously a Vodafone iPhone (it only activates with a Vodafone SIM and rejects all other companies), and is obviously less than a year old. Apparently, they are responsible for service.
However, to be safe, take a photo id, he said, since you can't find your sales receipt. It shouldn't matter, though, he said.
I wish that someone would tell Vodafone that, though. They refused to honor it because:
1) They couldn't find the IMEI (I wasn't there to throw it in their face, both on the box and in the Settings>General>About). They only know to look for it on the SIM tray (which had been replaced way back in August because it was loose)
2) When they found the IMEI on the box, they couldn't find it in their computers.
3) They couldn't prove it was a Vodafone iPhone (again, I wasn't there to show them how it reacts with any other SIM when connected to iTunes. That's proof enough that it's Vodafone).
My housemate went to the largest Vodafone in Mumbai (Peninsula Chambers) and the manager refused to speak to her (he wasn't in the store, only on the phone. However, he refused to talk to her even when speaking to his lackeys for twenty minutes).
This is a 16GB iPhone, retailing for the equivalent of $700 US (Rs.36,100). The phone is under warranty and never been hacked or tampered with. And yet, no one in this country will honor its warranty and take care of it. Not because of anything but sheer bureaucracy and ignorance.
I mean, seriously, they can't even tell it's a Vodafone iPhone? They can't find the IMEI that's PRINTED on the box and in the Settings?
Who do we talk to to get this iPhone repaired/replaced? $700 is a lot of money for a phone that should be covered under its warranty.
If you could direct me to an email address/phone number both at Apple and whomever at Vodafone to rectify this, the help would be unbelievably appreciated.
Also, if someone at Apple can step up the quality of customer service in India for Vodafone and Airtel (it's the same phone number for each provider), please do. Airtel cannot even call the AppleCare number (it's an 800 number which can only be accessed by landlines and Vodafone customers. I've had this issue when trying to repair my MBP), let alone get through to anybody to fix anything.
thanks.
Message was edited by: SethBurma

Right. So you're telling me that Apple has left someone in charge who is totally screwing their customers' experience and no one at Apple will help reign them in and set them straight?
I guarantee you that she's not the only person who's had this experience and it **** well sours me from buying another iPhone if I know it won't be taken care of if something goes wrong.
I've posted this to let Apple know there's something woefully wrong with their partner and to get that fixed as well. I know Vodafone is the one I'm supposed to deal with; I just want that to be improved.

Been with Verizon 3 weeks - misrepresentation, fraud and poor customer service

I was excited to find out that my company had a corporate discount for all employees: 22% discount of primary line, 22% off any data plan greater than $29.99/month and $75 credit on first month's bill. Great! I decided to port over my line from Tmobile, incurring the $100 early termination fee for 2 lines (family plan) and decided to finally get an iphone.
We all know how CSR are horrible at providing the correct information, so I called 3 times (2 to Verizon customer service) and 1 to a local B&M store to verify the details of my employee discount and to confirm that I would be eligible. Yes, Yes and Yes.
Called VZ Customer Service on 1/10, verified AGAIN that the plan I was choosing qualified for the corporate discount, they confirmed and then I placed my order. The first bill I received on 1/24 showed the 22% discount only on the line, but not the data plan. Called VZ, the CSR's excuse: The first bill is a partial, prorated bill so I won't see the 22% discount on the data plan nor the $75 credit until the following month's full bill. The gentleman was nice enough to give me a courtesy credit of $7, which covers the data plan discount I was expecting. He said he would note the $75 credit on my account so it would be applied correctly on the next month's bill.
Being the skeptic that I am, I called the next day 1/25 and verified with another CSR that she was able to see the note on my account that was supposedly entered in the previous night. Of course she didn't see it. I didn't bother to do anything further...I was going to wait until February to see what my bill looked like that take it from there.
Fast forward one month, get my bill...again, no corporate discount on the data plan and no $75 credit. Called CSR, she said "oooh, that's because your corporate discount only applies to data plans that cost $45/month or higher." I asked to speak with a supervisor.
Supervisor Melissa told me that the CSR is correct, and my data plan does not qualify. The next part KILLS me. I asked her if it made sense that I've spoken with 3 different Verizon representatives, all confirming the same thing up to this point. Her answer: "Well, every CS department operates a little differently. For example, my group has a full 9 weeks of training so we know what we're talking about. Other regions might be different." So what she basically told me is that it doesn't matter that everyone is employed by the same company. Because I was unlucky enough to be routed to a CS department in Booneyville where they don't know their head from their butt, I got misinformed. Ooops, sorry.
The 22% discount on a $30 plan amounts to $7/month. Is $7/month worth this HUGE discussion...no. Am I ******, yes. I will be writing the corporate office, the BBB and filing a complaint.

Look, don't want to argue. @lewisr13 - I ordered the phones on 1/10 and due to the backorder on iphones, wasn't able to port my number until 1/24.
It's not easy working at a call center and talking to hundred of people a day...I get it. I was with tmobile for 6 years, I've had my share of getting wrong information at times, which is why I pulled the terms of my corporate discount on our website, verified with my internal rep the day before I started this whole thing and had VZ CSRs walk me through step by step my discount. "Okay, so what you're saying is if I get X plan, I should see a 22% discount on this and that, which would bring my total monthly balance to X dollars, is that correct?"
I still think it's ridiculous that THREE different reps gave me the wrong information..that's a pretty bad ratio.
My title is over the top...CSRs weren't intentionally fraudulent or meant to misrepresent anything. That said, as a paying customer, I still expect accurate information. Keep in mind that I did call an additional 3 times prior to me even ordering the phone to verify this information as well.
Frustated, that's all. I'm having our company rep look into it and if the misinformation initially came from my own company, it is what it is.

Verizon answer me this why cant any customer service tell the truth?

we signed up dec. 6 th . since then its been one lie after another . 3 lines one bad port and one defective phone later and NO ONE stands behind any one . they say one thing and then another rep says " I don't know why they told you that because that is not true ". so getting rid of a junk phone under this contract has deemed relentless and exhausting unless you want to shell out more money for another phone. trade in for different phone seems impossible with out them getting more money in fees and charges for new phone. the phone was crap when I purchased it and now I have to shell out more money because NOTHING IS FREE ! and porting numbers is the worse. 37 days to port one number. that is unheard of in this day in age of technology. 32 days into a contract for 2 years is going to be a nightmare !! worst customer service experience EVER !! Cant wait to see what the 23 months brings.

jhesser,
Oh goodness, we definitely don't want you to feel this way at all, especially after just joining us. I want to ensure we are on the same page, what's the make and model of the device you are experiencing issues with? Did you port in a wireless number or a landline number? Please share details to further assist you.
KarenC_VZW
Follow us on Twitter @VZWSupport

Absolutely the WORST customer service!!! Customer disservice is more Absolutely the WORST customer service!!! Customer disservice is more appropriate! Bring back support to the U.S.!! Bring back support to the U.S.!

Absolutely the WORST customer service!!! Customer disservice is more appropriate! Bring back support to the U.S.!

Hi richmc. I will only deal with the last part of your message.
You say that you want to use Outlook 2007 to collect your mail. That is not a problem, it is just an email client. BT do not supply this email client. Microsoft do.
You cannot expect BT to be able to assist customers with all the different email clients available to use. You can get the server details etc to set it up yourself.
Most ISP's are the same on support issues for things that they do not supply.
BT do have a paid support service if you did want to use it but for things like email setup it should not be needed.
You also say that you have your own domain names. These NEED to be hosted somewhere to be able to use them for email.
I don't believe that BT do hosting anymore(Could be wrong). So you would need to get in touch with a hosting company, someone like Nethosting, 1&1, GoDaddy etc to set up an email hosting account and then set up your email client to your hosting companies email servers.
toekneem
http://www.no2nuisancecalls.net
(EASBF)

I was told there is no department for complaints about reps or customer service

Is that possible? Is there an organization as large as Verizon that has no customer complaint or resolution department? I was told that the rep could note my comments to my file. My question is, who, then reads it? Do I have to call back for the next rep to get a supervisor to read my "notes". Help, I really was treated poorly and the rep and supervisor need to be reprogrammed for "Customer Service"

Send a email describing your experience to corporate headquarters.

Does Verizon Wireless support Port forwarding.

The 4510L has port forwarding. But the IP address ports are all stealth. I know VW has to take security measures for spam and hackers but this is just a little over kill here. The IP addresses they use are from wdspco.org. At lest in my area. Come on VW where is a tech support that are not sale reps. This feature should be part of the ISP service. It should not be an issue to allow simple port forwarding for the NOC. I know the public IP address is not routable. Its not going to cost more to route.

We would love to support you with your Env3, jeffrey8066!
What can we do to help?
TamaraH_VZW
Follow us on Twitter @VZWSupport

Does Verizon Wireless care more about sales or customer service?

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