Horrible customer service, how do you stay in business?

Your internet sales team fraudulently induced me into signing contracts worth $1200 for new smartphones by promising me free data for which I was apparently not eligible. This is completely documented in a chat transcript and I believe this was purposeful. After walking me through the upgrade process, the internet sales person told me I had to 'combine' orders into the one share plan by calling customer service. Not one of the five people I talked to after that had any idea what he was talking about in regards to 'combining' my orders. Not one. I think he fraudulently induced me into contracts worth $1200 and then passed me off to someone else who would deliver the bad news in the hopes they could convince me to accept a lesser deal. This is called bait and switch.
This is my story:
As a 10-year customer of Verizon, I was looking to upgrade my phones and account into the new Edge program. Our two lines always use less than 2Gs of data per month. I priced AT&T's NEXT plan and received an emailed confirmation from them that the monthly payments for the LG G3 and the Samsung Galaxy 5 PLUS unlimited minutes and texting with 2Gs of data would be $134.45 plus tax. I approached the online sales staff with this information and asked what Verizon could do for me. "Dencil" initially stated the same plan would cost me $169 and some change at Verizon.
"Dencil" told me via chat that to meet AT&T's price, I could upgrade to Edge, sign up for the 250MB plan and receive 1 free Gig of data per new smartphone purchased for 24 months. It will give me the price to basically match AT&Ts offer and my necessary 2Gs of data.
"Dencil" walked me through upgrading my phones. The website will only allow you to upgrade one phone to Edge at a time and you have to checkout each time (I expect this is related to the financing contract required per phone). "Dencil" told me that I would have to call customer service to get the lines 'combined' again into the share plan. He said customer service would make sure I received my 2 gigs of free data as he had no direct access to my account. This is all documented in the chat transcript. 
When I finally reached customer service, I spent two hours, was transferred four times and spoke to five people. No one had any idea why the lines needed "combined." The first customer service rep transferred me to sales without telling me. Sales informed me they did not know anything about the free 2G promotion at all (I found this particularly surprising since there is a banner advertising it on your website, but I digress) and they could not help me. I was then transferred back to customer service.
When the customer service rep picked up, I explained my issues and asked to be escalated. He didn't do that, put me on hold for about 20 minutes and even though I explained that sales already told me they could not help me, he never came back and then went ahead and transferred me back to sales without warning. I have no idea what he was doing for 20 minutes.
The sale person I talked to this time also had no idea about the free 2G promotion and suggested I get back in touch with my original sales person, "Dencil". I had already explained it was an internet chat. I asked him how he would suggest I find "Dencil". The sales rep got very rude with me explaining that this was not his job and his job was... I cut him off and asked him to transfer me to someone who could help. Back to customer service I went. At this point, I was then disconnected. The disconnection was likely my fault as in my frustration I began punching as many numbers as possible just to get to a person. 
After calling back, I spoke with a very nice lady who did escalate me as requested. The customer service supervisor informed me that my new account did not need to be 'combined' and she didn't understand what "Dencil" meant. She also told me the free 1 G per smart phone did not apply to the 250 MB plan. I explained that I was promised this and there is record proof. The customer service supervisor basically told me I was out of luck. She offered to upgrade me to the 1 G and then provide me a credit for another Gig for 1 year. That wasn't a comparable offer by half.
When I explained the deal I was offered by AT&T, she stopped just short of calling me a liar. The difference in plans is almost $30 (as quoted in the chat by "Dencil"). She told me Verizon would never allow their chief competitor to be that much cheaper and that she "keeps up on these things." I offered to send her my AT&T documentation confirming it and she declined.  I then went over each charge explaining the differences. She thought she was going to show me how the costs were actually the same between the plans, but she never completed that action. I expect it was because she realized that's not true. 
Throughout my conversation with the supervisor, I asked that my phone orders be cancelled and that my account be returned to its original status. She finally told me she complied and my order was cancelled.  Lo and behold, about 18 hours later, one of the phones SHIPPED.  I contacted customer service and they told that "oops, one of the phones slipped through, no worries, I could just refuse delivery."  Okay, fine, but then an hour later, the SECOND phone SHIPPED.  That one must have 'slipped' through also.

Sprint Unveils First Attempt at Lower Pricing Under New CEO | DSLReports, ISP Information
Also refuse everything and get proof from FedEx that it was returned or refused. take a photo of each package to be able to track back.
Good Luck

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    >>Duplicate post removed to comply with the Verizon Wireless Terms of Service.  See Horrible Customer Service Experience with Casey in Live Chat--I can't be the only one<<
    Message was edited by: Verizon Moderator

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  • Horrible Horrible Horrible Customer Service

    >> Duplicate post removed to comply with the Verizon Wireless Terms of Service   See Horrible Horrible Horrible Customer Service <<
    Message was edited by: Verizon Moderator

        sdaneski, we don't want this to be an ongoing issues for you. Have you had a chance to call our customer service department by dialing *611? For your convenience, you can manage your plan and billing online at My Verizon http://bit.ly/xB4iTc
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    Follow us on Twitter @VZWSupport

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  • HT4157 once you set up a account and just want one month service, how do you turn off the account after the one month

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  • Horrible customer service with a bad phone for the first time in years!

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    Message was edited by: Verizon Moderator

       I tried for 30 minutes to get to billing and all I could get was a computer that wanted money, no option for service rep. I had to change the date on one of my payments and ever since I have been getting texts saying I missed a payment and I had to call them. After I went through the aboved mentioned I finally called the new business line and was able to get transfered to billing. The lady was rude and didn't want to wait on my responses. She said I had schechuled it for the 1st and that why I was getting these texts , I was holding the paper, gave her the conformation number and told her it was for the seventh, all of a sudden the phone starting breaking up.  I never had problems like this till my idenity was stolen and some guys got into my checking account, we caught it early and was able to close the account and open another. I had verizon on auto bill in the account and that was the only one I forgot put in the new info. Of course it was returned as closed. As soon as I saw this I checked the profile and changed it. They charged me the fee ( of course) and I called them to explain why this happened and apologized. Ever since then I have been treated like I'm a bum and that I don't pay my bill. I have been with them since 2000 and I'm thinking of changing it in September when the contract is up.

  • The lies that customer services reps tell you.

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    I had the same exact thing happen to me. I can't believe the lies these customer service people are told to tell yiu

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    We then went to the local Verizon store.  The rep and the store manager looked at the phone and stated the top is tripped so the insurance department will call it water damage and not honor the manufacturer defect.  I stated that it seemed like they were finding a loophole out of the insurance coverage for the extended warranty part and making the customer pay a deductible.  The  manager then stated "other carriers would screw you the same way."  REALLY -- THAT'S THE CUSTOMER SERVICE WE PAY INSURANCE FOR???!!!!!????
    So, we called and spoke with a really nice customer service rep (Suzette) who stated unfortunately it was not her department but that she would send a message to have Kiera call us back.  That was a week ago and NO CALL BACK FROM KIERA.  Again, this is the customer service we pay for???
    So, we called today and spoke with another rep and a manager.  The manager again stated we could send in the phone and it's 50/50 if they will charge the deductible.  She stated Apple should honor even though he is outside Apple Care if it is their defect.  I asked isn't that what we pay them for??  She stated they will look at the indicator and call it water because she Googled it --- apparantly Google knows more than the Apple Genius Bar on their own product!  I even offered to fax the paperwork from Apple.  My husband offered to send them the phone and have them evaluate it before they send out the replacement so he's not taking a risk on paying the deductible.  I asked the manager to email me her contact info.  She indicated she would ... 2 hours later, no email. 
    So, my husband that is up for an early upgrade but wants to wait until he's eligible for the Edge program (in which he would pay unsubsidized prices for phones to upgrade early -- and give them more money for phones) is stuck with having to decide to continue to use his prior phone that works or risk having to pay $200 for a deductible because they have stated they will look at the indicator and even if it's unrelated, call it water damage.
    We are seriously looking at cancelling our coverage and just going to another carrier.  Because in the end, phones and service are similar, so you really pay for the customer service you get.  Or in this case, the lack of follow up, loopholes in their program, and lack of customer service.  I am thoroughly disgusted that I have paid Verizon for their service for 10+ years and have always paid for insurance without ever having to use it before --- and this is what we get.

    It's not really a loop hole.. if the indicator is pink what do you want verizon to do? Google it, a lot of people on all carriers have been charged for returning a phone with just one indicator showing water damage with iphones.. This is what insurance is for, you pay a deducible instead of full retail. I think you are hung up on thinking the apple rep didn't lie to you, it's easy to say whatever you want when you know you won't be held accountable for it. I mean verizon is a service provider, maybe you should buy your phones from manufacturers if you think you get a better deal
    Have you tried to reset the phone via itunes? Not likely a software issue, but i've seen stranger things with iphones.

  • Horrible Customer Service Experience

    The level of  service we have experienced was sextremely bad and the customer service was HORRIBLE.  I have been a verizon customer for years.   We recently switched over to FIOS after being contacted by a representative who advised us it was now available in our area.  We mentioned we've had satelite service with another carrier for more than 16yrs and would not likely be willing to change unless their package could mirror our existing services without additional cost, & the internet speed would increase.      Needless to say, we made the switch after being assured we had the highest package verizon offered along with the highest speed with FIOS as well as the same premium channels.   After a few months we noticed the speed of our internet was nothing different than our previous service.  I actually began having trouble logging into my lap top unless I was in the same room as the router..  Nonetheless we didnot call to complain thinking it was just because the service was new to the area and would improve.   Well I saw a commercial that said you could upgrade to Verizon Quantum by just turning to the Verizon Channel and clicking on the upgrade.. Thinking I would get a message or email that stated we already had the service, I did just that only to find it allowed the upgrade.   the increase to he bill.   I thought we would be notified that new equipment due to the upgrade would be issued, but there was nothing.   Not to mention still no improverment to the speed.   So I contacted them , to address the issues and most importantly ask why a new router had not been sent or offered despite the upgrade to the speed.  I was told my current router was "compatible" with the Quantum speed but that I could receive a new Quantum router for an additional $2.00 a month...????????-- If my current router is compatible why would I need to do that ???? not to mention if there is a QUANTUM ROUTER, WHY WOULD THAT NOT HAVE BEEN SENT WHEN THE SERVICE WAS UPGRADED.   After some back and forth I was told by the Representative Miranda that I could go to one of their stores to turn in my old router and pick up a Quantum router that same day . She provided me with an order number as well as the address to the store.. Not more than an hour later I drove to the store only to be told, my order appeared in the system but not as a "store pick up" . Jonas , the store manager provided me the tel# to contact Verizon to make the easy change as he described it.    The gentleman I spoke to over the phone , told me there was nothing he could do because THE ORDER WAS BEING SHIPPPED .... AND I WOULD RECEIVE IT BY MONDAY..  As I became more livid , I advised them, that was unacceptable.  The gentleman over the phone who was extremely difficult to understand told me two more times the order was marked to be shipped and there was nothing he could do.   I demaned he create a new order, one that would allow me to do what I was previously instructed to do - which was to turn in my older router at the store and pick up a new one.     I was placed on hold several times, to dead silence.  The gentleman on the phone would come back to the line only after I continually would say Hello, are you still there. I asked to speak to a supervisor on several occasions but was never allowed to.  The gentleman on the phone then told me , I would likely not be able to pick the router up today even if he changed th order... I advised him I was just told by the instore Verizon Representative that he had plenty in stock and the only thing that needed to be done was to make the order a store pick up.     After being put on hold again , to dead silence. the gentleman on the phone told me, I would be happy to know HE was able to create a new order.  I was given another order number and told I could turn in the router to receive the new QUANTUM ROUTER. I walked ten steps back inside the store , gave the in store representative the new order number and was told he could no locate it in the system.  At that point I handed by cell phone to the instore representive for him to work out whatever internal issues there seemed to be with the hard to understand gentleman over the phone.  After they determined they were working off of two different systems, Coffee something compared to Coffee something else. the instore representative stated he would enter the order manually and I would be given the new router.   Well. I received the new Quantum router.. immediately came home to install it and NOTICED AN IMMEDIATE DIFFERENCE in the speed of the internet service, despite again being told my current router was compatable.. NOT TO MENTION MY LAP TOP WAS RECEIVING AN ADEQUATE SIGNAL IN ALL AREAS OF MY HOME.    This goes without saying how deliberate and misleading Verizon can be and has been with the offering of their services.  

    Despite all the frustration, I am pleased to hear you received a solution to your problem. This gives me new hope for my current situation. Congratulations!

  • Horrible customer service month after month

    I am amazed at how horrible verizons customer service is. I have had to call every month for the last 6 months and they say its fixed in the system and then the bill arrives with nothing fixed.....  how hard is it for you to do your job??????
    I had trouble with Verizon service, went to the store and they said it was my phone. so they said they will upgrade me to the new edge program but I have to trade in my note 3. so I do that and then a month later we have trouble with service going in and out on both of our phones. after many stops at the store and many calls to Verizon they have the network people do all kinds of tests and Verizon comes to the conclusion they cant fix the network and offer us out of the contract and they will waive the fees because it their fault.
    cool, we take them up on the offer....... the following week we talk to Verizon and they say the early termination fees will be credited next month. and of course they are not.
    SO here I am 6 months later going through the same B/S with Verizon...... now again I just called and the agent said they see the notes in the system saying they will credit the early termination fees but the computers wont let us..... so now Verizon does not know how to fix the issue even though the notes say to credit me the early termination fees.....
    and then on the 7th month which is a few days ago......  Verizon now decides they want to charge me for the remainder of my edge phone even though they allowed us to leave the contract with zero fees.....
    so know im stuck with Verizon charging me 2 early termination fees and anfter 7 months now want to charge me for the edge phone cash price......
    CAN SOMEONE FROM VERIZON PLEASE EXPLAIN TO ME HOW THIS IGNORANT B/S IS HAPPENEING AND HOW NOBODY AT CUSTOMER SUPPORT IS SMART ENOUGH TO FIX THESE PROBLEMS????   IS IT TIME FOR THE LAWYER AND ATNY GENERALS OFFICE TO GET INVOLVED???

    yup, the first 6 months they told me I was all set and it would reflect in the new bill. the new bill comes with the same charges and nothing is fixed. and as stated before,on this 7th month bill, they added a charge for an edge phone 7 months after the account was closed....  thieves and crooks

  • Horrible customer service and policies

    I bought an Env 3 last year and have loved it until it started to shut off for no reason even when the battery was fully charged and sitting untouched on my bedside table.  When I finally got fed up and realized it was not anything I was doing to make it shut off, I went to Verizon, waited for the usual hour while they updated the software, and still had the same problem.  Went back in and was told they would have to ship me a phone because they had none in the store.  What I received was a "like new" device that did not work at all.  It shut itself off and on constantly.  Sent that back in and received another faulty phone that had a number 3 on the inner keypad that did not work.  Sent that one back in and received one that will not sync my music on the phone, but more importantly, the picture quality is horrible! I have taken the exact same pictures with this "new" phone that I had saved from my first phone, and the difference is undeniable.  The pictures this one takes are fuzzy and blurry.  Verizon wants to send me another "like new" phone because the policy is to not give out new phones even though this was a problem, I was told from Verizon, that the original Env 3 had.  So basically, I bought a faulty phone and have since been given faulty phones, but am not allowed to have a new one because it is not the "policy" to do so.  I am so angry about this that I am about to cancel both of my contracts, pay the fee on the one that still has 11 months left, and go to the horrible service ATT has to offer.  I am really mad at Verizon over this.  I have always loved their services and the phones I have had, but this is ridiculous.  I hope this message does not get deleted in hopes of preserving customer service because I want everyone I can reach to know what terrible customer service this is and just know if you buy a new phone, get stuck in a contract, then find out your phone is not working, you will never receive a new one again, even if it is a manufacturing problem.

    Just so that you are aware-As I have posted this same comment in a different string.  I also own the enV3 since last June....
    there are three people in my office using same phone.  We are all experiencing the exact same "problem"...about the phone shutting off at random.
    I too went through a horrible -to say the least- customer service experience.  Anyhow, I found out my phone had Version 2 and that the latest available was version  6.  It was not easy to do the firmware upgrade but I was able to do so.  Since I did the upgrade-which is about three days ago, my phone has not shut off at all.  And it was doing it few times a day just before the upgrade.  So, I am confident that the Firmware Upgrade is indeed effective in solving this quite annoying issue.
    Check your current firmware version:
    Menu-Settings & Tools- Option 10 or Phone Info- Option 2 or SW/HW Version. 
     if you do not have: VX920V06,
    a)  Take your phone to a Verizon store and have them do the upgrade.>> Easiest solution
    b)   Give it a shot yourself and good luck figuring it out....as I have said, it was not easy.  Their website instructions have
           a huge need for improvements...and even though I've try to let them know, no one listens.
    Note:  The link is for the enV3 blue because that is my phone.  Just enter your exact model and try see if you can figure out how to get your phone to version 6....good luck!

  • Absolute horrible customer service!!!! I cannot use a product I've already paid for and no one is helping!!!!

    So I have been a longtime Adobe customer. I have nearly every version of the creative suites, with all the bells and whistles and have spent thousands and thousands of dollars on these products for our business as well as personal use. SO.....we just upgraded the OS on our primary editing bay, and I found that I needed to reinstall the Premiere Pro 5.5 upgrade to the system that I purchased online a couple years back. I go to access my online account, and it said that I needed to reset the password, but the problem is that the email that was used is not turned off and I have no way to access.
    Thinking that this was not a big deal, I contacted support via the chat system. The first person told me he could not help at that time, and while asking a follow up question he (or she) cutoff the chat. I immediately started another chat. The next agent stayed on, but also said that they could not anything, but they would escalate it to the next group up, and that they would transfer the account to my current email address. That was nearly 3 weeks ago.
    I have since received emails nearly daily apologizing for the delay (a form letter) in resolution. Then I got another email saying I needed to write a letter saying what I wanted, and that should take care the problem. So....I did. Then I got another email.....this time saying that the letter was not enough, and that I would have to add a scanned image to the letter of my government issued ID. I replied, indicating my patience has run out after 3 weeks, but sent the letter again as requested. And guess what??? Today I get another email with an apology, and that it would be escalated to another group to see if they could do it.
    This is not acceptable in any way. I have to get my keys to the 5.5 upgrade as its using the trial version right now since I can't login to get my keys....and NO ONE AT ADOBE IS ABLE TO DO A THING ABOUT IT.  How hard is it to change the access email to ones account, or have it transferred to the new one. (I had to sign up for a new account with the correct email just to post on the forums).
    SO PLEASE.....if there is a competent person left there, that can take care of this problem please do. I just need my purchases attached to this account!!!! . I will have no choice but to start seeking a legal remedy within the next 48 hours is not resolved. I have a project that has to be completed, and due to this incompetence I can't use a product I have already paid for. It should never take nearly 3 weeks for this to be resolved.

    Thanks Steve, I appreciate any help that can be provided. I’ve tried to be patient but after getting yet another Friday saying the exact same thing about it being escalated to the right group (which is the same email I’ve gotten day after day for 3 weeks) I have had enough. Clearly whomever is handling the general customer service, in whatever country they are in really do not care or even have a process to follow. They just clear their cue apparently so that they make their personal numbers. (I was formerly a tech support manager for one of the large PC and peripherals producer....so I am familiar with some of these antics, though we would have fired someone for something like this). Given how much I have paid to Adobe for their products over the past ten years as a business owner it a shame that this is not getting resolved.

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