Should you choose Verizon for international travel?

Question

Background: My wife and left for Italy for a bicycle and sightseeing tour. We arrived on  June 26th and hoped to communicate using the international plan. We understood that we could not use data due to expense but hoped to keep in contact when bicycle riding by using Verizon services. There was a problem with the activation of my wifes phone so I called customer service on the 28th. It was explained to me that there was a tremendous back log so after an hour and a half on the phone I hung up. Naturally I did not want to use my vacation time on hold with Verizon. The next day after a half hour the worldwide tech people updated her plan. The phone worked that evening but the next day it was in the android mode. Could not use phone for communication or for photos...not to worry the Verizon team would come through...On the 30 it was explained to me that the phone was inoperable but Verizon would have a phone waiting for wife when we returned on the July 9 th. The uptake was that we could not use the phone for communication or photos.
When I returned to United States I contacted customer service and explained the situation. Customer service was very polite but policy dictated...Verizon would reverse international charges on my wifes phone but not my phone. The reasoning for this request was that Verizon greatly impacted my vacation by not allowing me to communicate with my wife when touring and she could not take photos for three quarters of vacation. I do not believe that this is an unreasonable request.
The topper is there was no phone here when we arrived. Again tech services were very polite but policy dictates. I could not pick up a phone at a local store and I would have to pay $12.95 for overnight shipping. I explained that I thought this was unreasonable because it was Verizon's fault but policy dictates.
What I learned is that Verizon policy is not customer centered but profit centered. Verizon talks the talk customer service but does not walk the walk.
If you choose to Verizon for international travel make sure you have a back up plan and do not expect customer support

Answer 1

Background: My wife and left for Italy for a bicycle and sightseeing tour. We arrived on  June 26th and hoped to communicate using the international plan. We understood that we could not use data due to expense but hoped to keep in contact when bicycle riding by using Verizon services. There was a problem with the activation of my wifes phone so I called customer service on the 28th. It was explained to me that there was a tremendous back log so after an hour and a half on the phone I hung up. Naturally I did not want to use my vacation time on hold with Verizon. The next day after a half hour the worldwide tech people updated her plan. The phone worked that evening but the next day it was in the android mode. Could not use phone for communication or for photos...not to worry the Verizon team would come through...On the 30 it was explained to me that the phone was inoperable but Verizon would have a phone waiting for wife when we returned on the July 9 th. The uptake was that we could not use the phone for communication or photos.
When I returned to United States I contacted customer service and explained the situation. Customer service was very polite but policy dictated...Verizon would reverse international charges on my wifes phone but not my phone. The reasoning for this request was that Verizon greatly impacted my vacation by not allowing me to communicate with my wife when touring and she could not take photos for three quarters of vacation. I do not believe that this is an unreasonable request.
The topper is there was no phone here when we arrived. Again tech services were very polite but policy dictates. I could not pick up a phone at a local store and I would have to pay $12.95 for overnight shipping. I explained that I thought this was unreasonable because it was Verizon's fault but policy dictates.
What I learned is that Verizon policy is not customer centered but profit centered. Verizon talks the talk customer service but does not walk the walk.
If you choose to Verizon for international travel make sure you have a back up plan and do not expect customer support