Horrible customer service in store

We have been customers for over 15 years, and went in to a VzW store last week to upgrade our 3 basic phones. Wanted to keep all basics. When they found out we wanted basics, things got very cold. We were pointed to the corner of the store where the phones were at. 3 to pick from - all $100 each! We asked if there weren't any free ones and were told that we'd have to go to the website to get free phones.
So I went to the kiosk in store and signed into MyVerizon and started through the upgrade process. There were NO free phones. So I had to sign in again for assistance from someone. In the meantime, I went to just the Verizon website and could see 1 free phone. 30 min. later, when someone could once again be available for questions, I was told that the kiosk was not their actual website, so I couldnt do the same things as if I went to an actual computer. I showed him that I could go to their website and could see the free phone, but he told me he couldn't help - I would have to call customer service or go home to my computer. Then he walked off. WOW! I am kind of used to being shunned for having basic phones, but to brush me off twice?
We left. During shopping later in the day at a large box store, we discovered 3 basic Verizon phones for $.97! 3 that were not even available on the VzW website. We got some awesome customer service from the store employee and did our upgrade of 3 phones in less than 15 min.!
We are stuck with VzW because of our location and lack of other wireless in area, otherwise, we would switch - I do not believe in supporting horrible customer service!

I had a terrible customer service experience also at the West Plains, Mo. Verizon. I went in to upgrade today to find out that my unlimited would now be cut to 2G. I was upset because I didn't realize Verizon was doing this. I was asking if I could atleast get 4G for my old price. Another worker there said, "Would you like me to sing you a song and dance?" Really, Verizon! All of the money you are taking and you're reducing services and this is the response I get? I think you can do better than this.

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Horrible Customer Service at Store # 125

Horrible customer service, especially coming from the general manager of store #125. I'll probably never shop here, or any other best buy locations, again due to my poor experience here and being talked down to from the so-called general manager.
Direct quote: "I am the general manager of this store and I'm telling YOU the returns & exchange policy. It doesn't matter what the other associates tell you, I'm the one to clarify the policy with you."
This is just rude and disrespectful. As a customer, I am shocked that this kinda of attitude is coming from the management of the store, no less the General Manager.
I was merely presenting an email converstaion with customer service stating that I could exchange my ipad with a different color and was then given the above lecture. This is very unprofessional and disrespectful.

Hello matt_h_8,
There is never a circumstance where it is appropriate for our managers to be anything but respectful to you and our other customers. I apologize for your having to cope with such unprofessional behavior.
With regards to our return policy, generally speaking an exchange can be made for a product of a different color without issue -- except potentially where sale pricing is concerned. What particular aspect of your situation resulted in the exchange you reported?
I'm grateful that you took the time to bring your concerns to our attention.
Sincerely,
John|Social Media Specialist | Best Buy® Corporate
Private Message

Am I the only one who had horrible Customer Service from Casey on Live Chat??

>>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

did you all change SIM? any time you change SIM with cash on tap....welcome to a world of pain! i have an s6 edge en route with a new sim and im not looking forward to it! the s6 shop page states the phone is compatible with cash on tap and it probably is. the problem is few people at EE understand how cash on tap works/how to fix it. there is EE customer services, behind them 2nd line technical who deal with corporate stuff mainly - they will be able to contact the right people to fix it if you can somehow manage to get through to them. Ask to be put through to David Boyce in technical support or someone on the same team as him. The only person I found who understood and was able to fix the issue! **apologies in advance for name dropping him** then there is cash on tap customer services that EE customer service will probably transfer you to - they can "refresh" your account - will probably do nothing but worth a try the company that can actually fix it are another 3rd party that run the provisioning of the SIM - i don't think there is a way to get in contact with them...it's ridiculous took me 2 weeks of daily phone calls to get it fixed last time.

Refund/Horrible Customer Service

I have been dealing with Verizon and their HORRIBLE customer service for 5 months now. In the beginning of August, I contacted Directv and put in an order for installation of a bundle package with verizon. I was supposed to be set up for August 10th. Well, that day, the tech shows up to install the directv, but has no idea about my internet and phone. So, I called Verizon. They had no clue about my service. They had nothing under my name, phone number, address....NOTHING. So, the RUDE lady who helped me on the phone (sounded like she did not want to be there that day, let alone help me with my issue) put in my order. She said it would take a few days. I wasn't happy, but fine, stuff happens. The day comes around when I am suppposed to have my internet connected. Low and behold, no internet. I call up. They say I am missing my start up kit. Really??? I have a modem that I used before...nobody ever mentioned a start up kit. So this guy says, Ill send it to you. It should be there within 2-3 business days. Doesn't show up. I call back, the order was never processed. So the next person says he will try it again. After waiting almost 7 days I get a tracking number and realize they have the wrong apartment number. I had to go pick up my own modem from UPS. When I called to change the aparetment number, I realize that it wasn't that simple. All of my services are at 16H instead of 15H. How convenient. Apparently, this is not an easy fix. Another week passes...this is now about a month since my original August 10th date. Finally, I should have connection in my apartment. I call back to have someone walk me through hooking up my start up kit. I DONT HAVE A SPLITTER!!!! Now I'm really irritated and I finally said forget it. It is not worth the time and effort that I am putting into this. I called to cancel everything. Well, your nice rep in retention, Jessica {edited for privacy} told me she would give me a $15 adjustment for 12 months. She told me she would send me the splitter as fast as she could. Ok, ONE MORE TIME. Can you guess what happened next? Yep...no splitter. (At one point along the way i spoke to Theresa who said she would credit my modem fee of $39.99) So, once again, I call retention and spoke to Darnisha{edited for privacy} who gave me a fix it ticket, back dated my account, and said that she would refund everything since a technically i never had any service. Great. This ordeal is finally over. NOT! For the last several months I have had bills come to me every month for some amount that I owe. Every month I call back and they say they will fix it. I spoke to CIndy {edited for privacy} on October 1st who told me I would get a final bill with a $0 balance in November. That statement came in at $43.92. I spoke to Angel {edited for privacy} on November 13th who told me my final bill would come in December with a $0 balance. I just received it this weekend with a balance of $24.43. Yesterday, 12/18/13 I called back for this bill and was told that my bill had been sent to COLLECTIONS!!! Now Verizon is messing with my spotless credit because they cannot get their stuff together. I spoke to Nicki in the Missouri billing department and have been assured that she will credit my ll with a voucher. But now I will have a mark on my credit because the bill has been sent to collections. I have spent numerous hours on the phone wasting my time, my minutes on my cell phone, and my sanity. At this point, I feel like Verizon owes me something. How can you tarnish someone's credit, give such poor customer service, and still be in business???
I have fallen into a hole that not one single person in Verizon has been able to dig me out of. I had left Time Warner to sign up with Verizon and it was the worst mistake and has been the biggest headache. When I cancelled Verizon, I went straight back to Time Warner. I never had an incident before and I have not had an incident since. All I want is to have this fixed. I work customer service and I know how fast bad customer service travels. Somebody needs to fix this bill and they need to fix it now.

Hi hnelson626,
Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

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
LasinaH_VZW
Follow us on Twitter @VZWSupport

Horrible customer service, dropped calls and faulty products

Does Verizon offer partial credits to accounts due to defective equipment and inability to use their services? I received a new set top box that would not download my existing HBO and SHOWTIME accounts. After numerous calls on hold, dropped service calls and misdirected (on purpose) calls to billing in customer service to increase my services...I finally waited over one hour for technical assistance tonight to be told my new set top box was faulty and a new one would be sent in the mail. I asked about a partial refund because I could not use it during the least two weeks. I was told by the tech he would send a new box and put me in touch with customer service after explaining to them the circumstances and that supervisor would need that info for a partial credit to my account. A horrible customer service rep {edited for privacy} bluntly stated no partial credits and tech should not have said a partial credit was possible. By this time I was on the phone over one our and not a very happy customer. I asked to speak to a superior to which {edited for privacy} said they were too busy and a partial credit would not be possible for my two week period with faulty equipment. I demanded to speak with a supervisor and was put on hold for an additional 70 minutes. I am STILL ON HOLD!!!! This is no way to treat customers! I am disconnecting my call and BEG THAT A VERSION REP get back in touch with me to resolve this. Under what circumstances does verizon provide partial credit for a customer who has not been able to use it because the equipment is DEFECTIVE??? Hopefully new set top box is enroute..HOPE IT IS NOT DEFECTIVE!!!!!!

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".
Please keep all correspondence regarding your issue in the private support portal.

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

I would like someone - hopefully a manager to review my communication with the customer service representative last night. Apparently you only staff sales staff at night and I would not buy anything from this person. My first call rather than telling me that the support staff were not in until morning she just disconnected chat on me without saying as much as good bye. I then started a chat on the service line and got the same person. i asked her if i could speak to a manager or supervisor - she left me sitting on chat for over 20 minutes and never came back. These messages have been sent to email for your review. Aside from having purchased the most expensive phone that does not work along with an insurance plan that I was told only replaces phones with new phones vs refurbished (this is not the truth) and the policy only kicks in after the factory warrantee is over so I sit with a droad less than one year old certified refurbished that goes on and off as it pleases and randomly dials numbers. This is better than the original phone which I paid between the phone and the insurance over 300.00 for less than 1 yr ago that decided to slowly die and completely died xmas eve after I was in a car accident. Then the phone came with no sim card after I paid extra for shipping and the local store would not give me a sim card would only sell me one. This would be the retailer were I purchased the phone - a verizon retailer.
I have never in my life had an issue with anyone on the phone until last night - i was asking for one of my lines that is eligible for an upgrade next month to change it now so I can get a working phone or US Cellular has offered to buy out all four of my plans. I have always been a fan of verizon and never had issues other then never getting my rebates..........I have not received this one which still does not appear in the system and we have had 4 people submit the info now. (Because I sent the phone back I can no longer give you the numbers unless I find the paperwork copies i kept). A couple years ago I had the same thing happen when i purchased my phones from a verizon store - the rebates never came. That has really been my only complaint other than this current phone is horrible - the first one was brand new and slowly died over a couple weeks. I spend two hours troubleshooting the problems with a very nice man on the phone - he went above and beyond what he needed to do to test this phone Then the certified refurbished phone came with no sim cared - we were very specific that we thought it was a combination of a phone defect and the sim card. I paid extra for shipping so my kids could still reach me and it came with no sim card. I called and you all send me to the verizon store in Monona WI where i purchased the phone for a sim card and they would not give me one without charging me...........so I had to wait again for you to send me a sim card. Well the phone is slowly dying again this time with random on and off and random dialing while fully charged or even sitting on the charger itself. I do not think my request of the young lady was that big but point blank she did not want to talk to my if I was not buying. She should not be on the phones - you do not disconnect from people in anger and you do not answer a chat and just leave someone sitting there until they hang up out of frustration. In my office that would be grounds for immediate termination (I do not want to see anyone lose there job) but she needs serious training. She cannot handle conflict management, she cannot simply answer a question or tell you that a department is not available until morning - all understandable answers. Hanging up on someone or just leaving them sit there - not acceptable. I get paid 75.00 per hour of which she has wasted approx 5 either on the phone filing complaints or trying to get in contact with you - who is going to pay for my time because of your staff and her tempore tantrum. My 7 yr old would get in trouble for behaving that way. I expect a resolution to this issue today! I expect a phone call from a manager today! If I do not hear from someone i will file a complaint with the better business bureau - put an article in the paper in Madison Wisconsin about recent service decline in verizon and I will cancel all of my accounts with your company as well as have my husbands attorney dissolve the contract for his business and his technicians can use another service. (He is scheduled to had phones out on Monday - that will no happen if this is not resolved)
Thank you - I look forward to hearing from you today to hear how you plan to reconcile this issue.
Sincerely,
Tammy <Personal information removed for privacy.>
(The conversations were saved by email so you should have copies of both the hang up and then the call where she just left me sitting and waiting! If you do not have copies of the emails I do please feel free to ask!
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.

Horrible Customer Service from Verizon and Anytime Assurian Insurance is a SCAM

I am posting this so everyone is aware how horrible the customer service has become at Verizon and the insurance replacement coverage offered. Please read and BEWARE before purchasing this extended coverage as Verizon will NOT work with you!!
We have two phone lines and a tablet with service through Verizon and pad the anytime additional insurance through Verizon which is supposed to cover standard insurance PLUS extend the manufacturer warranty. If the defect is due to manufacturer defect, then the replacement is supposed to be covered without a deductible.
So now, the recap of the horrible experience we have been through .....
My husband has an Iphone 4s that had the power button on the top of the phone fail. The button does not press on/off correctly. He contacted Verizon and they put him through to the diagnostic time to approve or deny the replacement under the extended warranty. He contacted the tech and described the problem. The tech advised him to check all of the water indicators on the phone. The top one for the headset jack is slightly pink and the other indicators are completely white. The tech advised him they could send him a replacement phone and then he would send in his old phone for evaluation and he would know in about 6 weeks if he would be charged a deductible. He then spoke with Kiera (sp??) who advised him to have the phone checked by Apple Genius Bar.
He took the phone to Apple. They advised the phone is in great condition and that if he had purchased the extended Apple Care instead of Verizon's Assurian Insurance they would cover it with no deductible. The stated the reason the phone was not functioning was clearly related to a manufacturer defect and wrote on their assessment paper they gave him that the phone is in great condition. They stated by indicated that water damage is indicated by all three indicators being tripped -- NOT just the top one. The rep then walked outside with my husband and said it's raining so Verizon would now void the warranty part and make him pay a deductible since Verizon is being nit picky.
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!

Bought new, discovered it was tampered with or refurbished, now at a loss with horrible customer service and dead phone

I'm wondering where to go after 2 weeks playing CS phone tag, started with a tech call reguarding Iphone 5, battery issue, tech ran test, batt is consumed, went thru warranty talk then to Apple, as to our surprise once the serial number was ran , I purchased a bran new refurbished and battery previously swapped out phone thru our corporate Ver store, warranty is invalid and new batt was 80$, Apple tech was shocked... I let that settle for a few days, and began the worst ordeal and crap show of customer service since, I've made numerous calls, 1st being with christopher, whom claimed he talked with his supervisor and I was patient, talked about that they wouldn't swap battery, but replace phone with a refurb phone, contract is up 2/03/2015 , exlplained it would be less hassle and givin the time frame to renew contract and do the upgrade now, pay the upgrade cost and whatever, we are good customers , never file claims, or issues with contracts, seems simples, I've now talked to approx 5 supervisors from ID, ky, al and whom have alllllll confrimed they have taken notes, processed requests and will call back in such time, as of 4pm dec 7th I am no where fast, contract can not be upgraded, one supervisor claimed they where no longer making the iPhone 5? And would allow for a upgrade once she talked to tech service, however a magical cold transfer and 40 more minutes of retelling this insaine story, he was then going call back on a dif number so the issue ph could be used, never got the call, however Matt in ID WHO claimed such sympathy for all the hassle then texted me saying he couldn't get thru on my number, however could text, and by a tech texting myself , such poor grammar and then stating we could only have the 5 and 6+ 's are on back order. Beyond fed up and stressed, almost 6 hours on the phone and 10 days of hassle , yet we still have a phone that dies at 70% ....I've never seen such a lack of responsibly or communication , seems supervisors are really good at making statements to appease each situation with out any documentation . Can't bring myself to call again and go thru the issue over and over again, meanwhile getting same responses (excuses) from every area I've spoke to. Guess now when I purchase Verizon items I call good Ol Apple and run the serial numbers to make sure the fancy kindalooksnewplastic isn't the 2nd re wrap and buy a phone that's been tampered with and makes your monthly insurance and warrantys invalid . Money well spent kudos CS ...and no I'm not hunting down anyone via Twitter , I'm sure there's notes on our account that this crazy person is out of patience and trying to see what other cell company we could change to . Merry Christmas

To clarify , we haven't serviced nor replaced the consumed battery . It has been noted as per Apple running the serial number that PRIOR to my purchasing the device, it had the battery replaced. Undocumented in detail, but showed up in Apple reports as replaced. Therefor creates a much wider issue than consumed battery issue, now we have the fact that 1. I paid for a new iPhone 5 16g with a renewed 2 yr contract, pay monthly for insurance on the device, however being that it has been worked on, that voided the 1 yr warranty and possibly the extended insurance program warranty as well, my corperate store can't handle this issue, given the extent of details, I stopped there today, to double check my receipt for original purchase to see if there was a CPO listed on my receipt, that is when they informed me they didn't acttially sell them there, nor if I did I wouldn't have paid full contract price either. More details, more time wasted on Verizon, knowing you all won't read the "fine" print.

Horrible Customer Service/Complaint

I went to the Verizon Wireless store located at
4001 Virginia Beach Blvd, Ste 105, Virginia Beach, VA.
My phone was not charging. As I went into the store they stated no need to check in because there was no wait. A bunch of reps sitting around doing what exactly NOTHING and I still waited 10 min. I watched another customer come in purchase and leave before me. Finally a rep who was what appears to "looking busy" asked what I needed help with. I explained phone was not charging and brought in BOTH of my chargers for the phone. He decides to take phone to plug into his charger to see if it works. At this time I don't know if he plug in charger or not, he comes back and says "BECAUSE YOUR SCREEN IS CRACK we CAN'T do ANYTHING with your phone". Okay cool, My next question, what does the screen have to do with it charging? Screen crack is not bad, phone fully functional and the only problem was it was not charging. I was advised to file a claim for insurance or better yet, TAKE MY WIFE'S phone battery out of her phone charge and put battery back in my phone? REALLY? I advised that was the dumbest **** thing ever and how do you even know it is not the wall chargers. Once again I was told "well we can't do anything because of physical damage to phone". Let's not mention the fact that I have been to the same store twice before for phone issues with the same crack screen and NEVER EVER WAS TOLD THIS BEFORE!!!!!!! What should I give this too, POOR CUSTOMER SERVICE, MISCOMMUNICATION or just ONE LAZY SLACK *** EMPLOYEE WHO CUSTOMER SERVICE SKILLS is A WASTE OF TIME. If that is the way he is then VERIZON is CLEARLY wasting MONEY on this guy! I leave the store and call customer service where I spoke with a rep who was shock at the treatment in store and help me OVER THE PHONE and DETERMINED it was the wall chargers that are not working CORRECTLY! How does this look. I bet if I would have went into the store and said I WANT TO BUY A PHONE, I could have pick line all the reps up and they probably would have put in a bid to help me! Broken phone, "GET HIM OUT THE STORE BY WHATEVER MEANS NECESSARY!" You have to love face to face customer service that is poor as that employee. Oh no, I didn't get his name and I can describe him, however I don't want come off rude or a as some sensitive people might think I am racist! If he would have taken the time to handle the situation properly we wouldn't be where we are right now. A loyal customer for over 10 years and would leave Verizon for this poor excuse of a rep! Terrible!

If you find an email or address I would love to know about it.
I traded my brand new iPhone 4s for a $200 gift card I never received. I have been waiting a year now for a $300 Credit because a store manager charged me rather than deducting for a returned tablet. The VZW ware house has received my trade in iPhone which I have proof from the USPS I have the proof of delivery but I was charged for not returning my phone. I have spent over 100 hours calling almost daily to VZW Customer Service and EVERY SINGLE REP has said they will call me back and never do. This past Sunday I got a Supervisor that told me she would get the answers and contact me no later than today at 12:30 no matter what and I received no returned call yet again. 3 bill cycles ago I had an almost $600 dollar Credit on my account according to VS in our local store and my bedt Bill said I owed $1000, this law bill due this week was for $1300 yet I bought NOTHING.
I have warned VZW for the last week to get their crap together or I was leaving Verizon after 8 years and that I will NOT pay the bill and still they sit on their thumbs ignoring me.
From a HUGE Credit to a $1300 Bill because my returned device got there yet disappeared once it got to their warehouse so I am being charged for an iPhone 5s that I just used to edge up????
Verizon has gone down hill badly and I will be going to US Cellular with my "9" lines of service.
Tomorrow, I am filing a complaint with the Better Business Bureau because even the store here has been calling CS because THEY can see there is a huge problem with no fault on my part.

Complaint - Poor Customer Service in Store and Inconsistent Communication

I am writing on this discussion board in hopes that my complaint will be reviewed and communicated to those in a position to make a change so that other Verizon customers will not have to experience what I did yesterday. On June 24, 2013, I had an exceptionally bad experience with Verizon. My iPhone 4S completely shut itself off while I was reading an email on my way into work. It had a full charge and I wasn't doing anything differently with it, simply scrolling through emails before it shut down. When I got into work, I attempted to connect it to my charger to see if it would recognize it, which it did not.
On my lunch break, I went to the closest Verizon store to my office, located at 209 S LaSalle St., Chicago, IL 60604 (312.658.3900) to speak with them about my options. They looked at the device and informed me that thye couldn't read anything from it. They also noted that there was no water damage and the device was intact - no cracks or anything of that nature. Knowing that my upgrade date was a mere 22 days away, I asked if there was any way they could please bump it up so that I could upgrade to the iPhone 5 and have a working phone. John-Paul, the individual who I spoke with, informed me that I could go to the Apple store and see if they could help revive the phone, and if not, I could call Customer Service (800.922.0204) and ask if they could bump up my upgrade date because, "Customer Service are the only ones who can do that."
In order to be proactive, and knowing that I might not have a working phone to call Customer Service with later last night, I went back to my office and called Customer Service to see what my options were. I spoke with an individual named Gabby at around 12:30 PM - 1 PM CT who was very helpful. She was baffled that the store hadn't helped me since there was a Corporate offer (Eligible Device Offer Upgrade) taking place throughout all of Verizon which offered customers the opportunity to upgrade for the discounted price of the phone, so long as they were upgrading from a 3G to 4G device, which I had been trying to do when I went in the store (since my phone is a 3G and the iPhone 5 is 4G by default). She asked for the store's contact information that I had just been in and put me on hold while she called them and told them that I was eligible for an upgrade and could receive the iPhone 5 at the upgrade price. She informed me that she had spoken to John and that he had located the promotion code, and suggested I go back to the store before he left for the day since he was the individual she had spoken with about my particular situation.
I immediately walked back to the store and found the John she spoke with << Full name removed >> and he was very helpful. I confirmed that I could upgrade to the iPhone 5 at the upgrade price, knowing there was an additional standard $30 upgrade fee, in addition to taxes and insurance. When he went to get me the phone, however, he informed me he had just sold the last black one of the GB size I needed. He informed me that another store in Chicago had 9 iPhone 5 devices in black in the GB size I was looking for.
I left work at 5:45 pm CT and walked to the Verizon store located at 36 S State St., Chicago, IL 60603(312.726-8277) to purchase my upgrade. However, upon entering the store, I was immediately told they couldn't promise me anything and that they might not be able to upgrade me for the price I was quoted, but instead, only shave off $50 from the phone. I asked to call and speak with a Customer Service rep while in the store since I had been told earlier in the day, by a Verizon Customer Service rep, that there was an Eligible Device Offer Upgrade promotion currently taking place that I could take advantage of that would allow me to purchase the iPhone 5 at the upgrade price. I was troubled to hear that the Customer Service rep on the phone was now telling me something differently - in fact, there was no promotion, and the only promotion I could take advantage of was the one in which $50 would be shaved off the phone's full price. I asked the individual who was assisting me at the store to call the LaSalle Street store to see if they still had the iPhone in the size I needed in white (at this point, I didn't care about the color, so long as I had a working phone) while I continued to speak with Customer Service. I was told by the CSR on the phone that it is each store's manager's individual choice to decide if they can override the upgrade date, which I told her I had been told the EXACT opposite in the LaSalle St. store earlier in the day by John-Paul. She explained that individuals in Customer Service have much more extensive training than those in the store, implying John-Paul might have misunderstood the policy. However, I asked her if they received such excellent training (and I would have to assume the same training), then why was I being told something completely different than what I had been told by a Customer Service Rep earlier in the day. I was obviously frustrated at this point as I'd been given the ring-around all day and still had no working phone, which again, was NOT my fault - the device simply died.
I hung up with Customer Service and was informed that the LaSalle St. store had now told the State St. store they didn't remember telling me they would be able to upgrade me at the promotional price, and had only said they would give me $50 off the phone. I was more than upset at this point as I had clarified three different times the total cost of the phone while I was at the LaSalle St. store earlier in the day, and they had confirmed it would be the promotional price. A manager at the State Street store informed me I had three choices: buy the iPhone 5 at the full price and they would only shave off $50; go to the Apple store and see if they could fix the phone; or buy the iPhone 5 with a music bundle. Know that the price of option one was out of the question, I asked how much my third option was, and after looking over my outfit, the handbag on my wrist, and the jewelry I was wearing, he asked me, "How much did you bring to spend?" I was appalled that he had the gall to even ask this and told him that I had brought in enough to cover the price of the phone at the promotional price that was quoted to me by a CSR, as well as an individual in the LaSalle St. store. He told me he couldn't help me and suggested I go to the Apple store to see what they could. When I brought to his attention that the phone had simply died and not due to anything I had done, and my upgrade date was only 22 days away, and the most recent CSR rep I had spoken to said that it was up to the individual manager's discretion to override the upgrade date, the manager tried to tell me the exception to that rule was the iPhone. I was utterly flabbergasted since every conversation I'd had was either in person (where an individual could see me with my current iPhone 4) or on the phone where I stressed I had the iPhone 4S and wanted to upgrade to the iPhone 5.
I left the store feeling frustrated and disrespected. At the end of the day, I had been strung along by Verizon, being told different things by different people, and quite frankly, was lied to and manipulated by their representatives. I would suggest that respect, communication and customer service be re-evaluated and stressed to those that work for Verizon, no matter the level.
Message was edited by: Verizon Moderator

Apple does not allow?? If you or I walked into an Apple Store and plunked down full price they will assist you to no end. I pay full price for my devices, however when I visit the Apple Store near me the purchase price is something like 16 GB for $199, 32 GB for $299 and 64 GB for $399. Strange since I don't purchase on contract and pay the $700 out right. Me thinks Verizon is trying to get my Unlimited Data and lock me into a contract. However that is not going to happen. So sorry Verizon I have been looking at T-Mobile as of late. Was thinking of putting my emergency phone on their network just to try it out.

Horrible Customer Service & Communication

Please tell me that I'm not alone - I've been an "Unlimited" customer for YEARS. Today, I received a bill stating that I've got a $416 charge for OVERAGE on my account. Not really sure when someone changed my account, but I never received notice of it...
Oh, I called the main Verizon number, navigated the menu, and I've been on hold for almost THREE AND A HALF HOURS; I've yet to get so much as a transfer to someone else who can't help me. To add insult to injury, Verizon's hold message keeps saying that customers receive alerts when they reach 75%, 90%, 100%, etc. of their limit...thanks Verizon, I looked back, and I've gotten your marketing messages and your pitches to upgrade services and phones, but (shocker) you seemed to forget that you were going to increase my bill this month by 400%!!!

I figured this much out on my own. HOWEVER...Since the device had been replaced with a "refurbished" device the last time, it was no longer covered by the original warranty. It was more than 30 days old. My local store (NOT a Verizon owned store) was able to get VZW to agree to a replacement, but only of the original make and model, and only a "refurbished". Since I'd already had two previous ones to fail, I asked if there was a way to upgrade (at my expense, of course) at the discounted price for an upgrade. I was told I had an upgrade that would be available in 4 months. I asked about early upgrade. Cannot be done in the store - ONLY online! OK, then the nightmare began. The first rep was going to have his "supervisor" call me "within an hour" to discuss the possibility of doing the upgrade in a Verizon owned store 50 miles from my home. He\she never called. Next day, I was informed (by a different CS rep) that the early upgrade could ONLY be done over the phone. I agreed. I also agreed to pay for overnight shipping. After everything was set up, I was asked to hold, to be connected to an automated "agree to terms of service" connection. After about 15 minutes, I was disconnected. I called CS again, explained to a different rep what had happened. He put me on hold to wait for the "agree to terms of service" connection again. This time, I was given three options: Activate the new device now, Activate the new device later, or have a tech support person activate the device for me. I chose option 2. "Thank you for calling Verizon Wireless, have a nice day"...and disconnected. Logged on to VZW website, found I had NOT yet agreed to "terms of service", and the shipment was being held until I did. Clicked the link, agreed to terms, then called Customer Service again, to make sure the device would ship in time for overnight. It did not. FOUR days later, Fedex showed up at my door with a "PRIORITY OVERNIGHT" package containing my upgrade. The invoice noted that I would be refunded the charge for overnight delivery. Through all of this, not ONE representative offered even an insincere apology. Not a SINGLE "We're sorry", even if they didn't mean it. Customer Service, as I said, is non-existent at Verizon Wireless.

Horrible customer service in store

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