I am so disgusted with Verizon CS. Six hours over two days on the phone to upgade a phone and my plan. More to come, but I have names, and even a direct phone number to a "supervisor". I'll be posting more... The incompetence of EVERYONE (which is alm

Question

I'll be posting all the details of this tomorrow.

Answer 1

So, I'm back, the OP.
As briefly as i can:
Two phone family, currently one smart, one dumb phone.  The dumb is eligible for upgrade.
Call into V and spoke with "Anthony" to get info on what plan(s) I might consider as I upgrade the dump to a new iPhone 6.  Currently an old "grandfathered in" Nationwide 700 plan. This was Friday Sept 19.  Get some info, which I assumed to be correct, including the fact, his words not mine, that the "upgrade (device) fee" can be negotiable.
Before I had any first hand knowledge, I assumed that I'd better get a "second opinion" so I drove over to my local Verizon (corporate) store.  Well, I got a different story, including the percentage of my employee discount on service, my employer gives a 20% discount and has for years, I have my current statement / bill in my hand.  But no.... Verizon guy says that is wrong, its only 18%.  I ask him about upgrade fee being negotiable.  He says no, never.  So what had I learned?  That V guy on the phone from Friday was either lying or just ignorant.
Soooooo.... now its Tuesday, Sept 23.  The "BIG" day, day of 3 hours 50 minutes on the phone with SEVEN different V people, all of them telling me something different about what plan(s) I'm eligible for, your employee discount is 17, no 18, no 20 percent.  Yes we can negotiate an upgrade fee, no we can't...  At one point, now a couple hrs into it I say I've had enough, I want to talk to a supervisor.  "I'm sorry sir, supers can't come to the phone"  WHAT?  Well later, once I did speak to a first level supervisor and then a second level I of course found out that was wrong - more lies / misinformation?  The supervisor took the name of that V CS rep and looked at my every growing call log and said that he would speak to the CS rep.
So, nearing the 3 hrs mark into my attempt to find out about plans and buy an upgraded phone for my plan I reach "Brian". I have his direct number.  Apparently he is something more important that the past 6 people I've spoken to over the past thee hrs.  I tell him:  "EVERY SINGLE PERSON I've spoken to so far has told me something different, and or contradicted what the last person I've spoken to has said!!!!!"  Yes you can have 2 single line plans, no you can't, to get this plan your upgrading device has to be on the "Edge" plan, no it doesn't, your employers discount applies to the bottom line, no it doesn't, only to the data, and on, and on, and on.
Sooooooo I tell Brian, "here's how its going to go...  YOU are going to wave the upgrade fee.  I don't care where the money comes from, V or right out of your pocket.  I've been on the phone for now closing in on FOUR HOURS...."
Sooooo he agrees.  I laugh and tell him, "You know, it has nothing to do with the money, not its all about screwing V as much as I can, and wasting yours and V's time."
He says, order your phone and plan this week and I'll call you Friday (today Sept 26) and then credit your account the fee.
Soooo yesterday (Sept 25) I call in to do just that, order the phone and plan, WHICH I was told really the only plan that would suit you would be a More Everything Plan.  So, ok that's that.
I speak to a CS / Sales rep.  I buy the phone and then we go on to the plan.  I tell the rep THIS WHOLE LONG STORY, and it looks like we are heading towards the More Everything, BUT she says to me, "you know, you could do that Single Line plan for BOTH of your phones?"  I say "WHAT????"  I was told by two reps NO, and two reps "Well.... maybe".  This plan gets me everything I want AND saves me $10 a mo.
Sooooo we go for that, BUT.... I can't change my plan (from current Nation Wide 700) to 2 two single line plans until I activate my new phone (which will be 4 weeks until I get it - iPhone 6), SOOOOO once it arrives I HAVE TO CALL BACK TO V and switch - how much fun will that be??? MORE time (hours?) with V.
So we agree.... The rep says I just have to transfer you to our automated system where you'll agree to terms and conditions.. Fine.  Up comes the computer voice... and.... it says "hello.... you are upgrading your device [phone] (it gives a real number), press 1 if this is correct."  WHAT???? That is NOT the phone number of my device  ***?  The auto system gives me the option to press another number to "enter a different number", so I do, AND......  The call disconnects.
Now... If I could track down ANY ONE OF THE PAST 8 PEOPLE I'D SPOKEN TO OVER THE PAST TWO DAYS, YOU'D BE READING ABOUT ME - "Upset customer KILLS everyone at V".  I AM SO ******* ****** OFF AT V... I'm now into 2 hrs today, plus the nearly 4 hrs the other day on the phone.
Soooooo.... I call back, have to tell the story again, this time to "Nick" in N.Y.  Nick says just go on line to your account, you can accept the terms there.  Well, what do you know....  It works, amazing.
But....  Nick says great and reads back the info on the phone I bought and says "...and I see you are on the More Everything Plan..."  WHAT, STOP, STOP, STOP.  I tell Nick, "Nope, I am not, I never agreed to that, I'm waiting, keeping my old plan for 4 weeks until I get the new phone, THEN I'm to call back (oh joy) to V and upgrade my plan"
Nick say's well you have the More Everything plan, and it is costing you $10 more a month, BUT I can't un-do it because there is a purchase (my phone) in progress... I am not BEYOND MAD.  We are now at SIX HOURS TOTAL TIME ON THE ******* PHONE OVER TWO DAYS.
I ask to speak to Nick's supervisor.  Melanie comes on the line.  I, weather she wants to hear it or not, TELL HER THE ENTIRE STORY, that when (and GOD help him if he doesn't) Brian, the top end supervisor calls on Friday (today) to check on my experience buying the phone / upgrading the plan AND to credit my account the upgrade fee, I'm going to have to tell him about EVERYTHING THAT'S HAPPENED TODAY and about the TWO MORE HOURS ON THE PHONE.  Melanie says, yes you do now have a More Everything... All I can do sir is apply a credit back to your account for the difference in cost between your old (what was my current) and the new More Everything (the plan I NEVER agreed to be on).
So, that is where we are as of now, Friday Sept 26 AM.  "Brain" said he'd be calling by noon-ish Pacific time. I've got his direct number, and If I don't here from him by noon, his phone will be ringing off the hook very 30 seconds until he picks up.
My experience to simply upgrade one of the two phones on my plan and the plan itself HAS BEEN A NIGHTMARE.  VERIZON is sooo SCREWED UP.  NO TWO PEOPLE KNOW THE SAME INFO, and the INEPTITUDE displayed is sickening.