This could be the end of my Verizon relationship

I have been a very loyal customer since 1996 (then Airtouch), even staying after all my friends (mobile to mobile gone) left for Sprint when the iPhone came out.  I have had nothing but issues the past year due to the fact that my plan is old... So much for taking care of your loyal customers!!! I have, okay now HAD, a plan with unlimited text messaging; however it did not include pictures because my plan predates such a thing.  So after many, many bills where I was charged $.25 per picture message, I inquired about adding on picture messaging.  The MULTIPLE Verizon employees I talked to called this an ADD-ON (implying I was adding something on NOT taking what I had away).  I even explicitly asked over and over, I am not changing my current plan, right??? I am just adding pictures, which I can take off anytime I'd like, right??? "YES" I was told.  "You are not changing your plan, simply adding on picture messaging and SMS."
Flash forward to getting my new bill, TWICE the cost of my normal bill and of course I freak out.  I call Verizon and am told I may not be able to go back to the plan that I have had for years and years.  EVEN THOUGH I ASKED, EVEN THOUGH I HAVE BEEN A LOYAL CUSTOMER, EVEN THOUGH I TRIPLE CHECKED THAT NOTHING WOULD CHANGE FROM MY PLAN.  Now I have had to submit an 'inquiry' regarding whether or not I can get my rightfully deserved text messaging (which should have never been taken away) returned to me.
Even better question, if I have unlimited text messaging, but it doesn't include pictures/SMS - causing me to have to purchase an "add-on" which can only be done by an inclusive package that is text/pictures/SMS  (thereby taking away my original texting plan), then shouldn't it have been included in my plan all along???  How is it separate in one case but only given as a package in another case? Is it together/same or separate/different???  Verizon, if this isn't resolved, I am leaving. I cannot take the lack of customer care, rude phone employees, and the fact that they have zero ability to resolve anything.  FIX THIS!!!!

I totally agree with you.  I had the same exact problem, I lost my old plan.  I had totally got jipped!  I have been a loyal customer for 12 years.  My added on line two years ago just got turned off being shy of 2 months for the contract of 2 yrs.  They charge me $75.  Well I'm not going to pay it.  And that is that!  I'd say 'leave them', they don't care about us and never will.

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    Yes, I was irate. Yes, I was demanding. Yes, I wanted my way.  Yes I was obstinate. However, it was I who discovered this back order problem. I never got a call from you people about a TV re-delivery. Except for the Warehouse person in Chino, I never received any type of empathy for my situation. None of your people looked at me as a human being but some mean guy that wasn’t being reasonable.
    Your customer service model is utterly broken and probably beyond repair.
    Today, I have no compunction about going to one of your stores, looking at the merchandise and going on my cell phone and ordering from Amazon. I think I gave you guys a ton of goodwill over the years and overlooked so many of your slipups. (Selling me a Mac for my mother-in-law with no CD slot, fixing my daughter’s hard drive in Aug only to have it crash in September, telling me my motherboard crashed only to have a tech expert tell me it was the power supply).
    But in this most recent incident, not one person in your chain sympathized with my plight even to the extent that when I came in to cancel the order, they wanted to verify I did not get the TV. And get this when I went on the Best Buy site at around 10:00pm, it said I could do a store pick up in the Pasadena store at 10:30 am.
    So what am I going to do now? I will probably never shop at Best Buy again.
    It’s unreasonable and perhaps even delusional to think I was entitled to some kind of special treatment due to my years of loyalty and support. But if someone from the warehouse would have called me and stated there was a problem with my order, and the TV delivery was going to be delayed, I would be upset but I realize stuff happens. And if someone would have said to me, “Wow, that sucks, let me look into what we can do to make things right.” But alas, that is not even in the mindset of your vast work force.
    Here is something else to consider. The reason I wanted the Sony 49” 4K was because it was a test TV so that my wife could see how great the new TVs are. We are in the market for getting a 70+ incher for the family room. She wants just a big screen, I want to make sure 4K features are part of the discussion.
    As of now, Best Buy will not be in the discussion.

    Good afternoon Dajjer,
    Welcome to the forum, and thank you for being a loyal Best Buy customer as is evident by your Elite Plus status. Buying a new TV is an exciting event, and when my husband and I have decided to purchase one we make sure it's a model we will both enjoy for several years to come. I am very disappointed to read about your recent experience purchasing a new TV. It is certainly understandable that you would be upset after not being notified that it would not be delivered as previously scheduled. It also sounds like no one was very helpful when you called or visited the store, and I sincerely apologize for such a poor customer service experience. 
    I sincerely appreciate you taking the time to post your feedback here on the forum. I assure you I will be forwarding your comments to the leadership team for review and further employee training. It is our expectation that each and every one of our customers receive no less than stellar customer service. It is truly disheartening that this experience has caused us to lose you as a valuable Best Buy customer. 
    Once again, I am very sorry for any disappointment this has caused. I hope you will reconsider, and give us another opportunity to offer you a much better experience in the near future. 
    Respectfully,
    Maria|Social Media Specialist | Best Buy® Corporate
     Private Message

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