Where is Verizons customer loyalty?

I've had this account for well over 20 years. Why am I paying the same rates as a new customer? Why do I need to jump through hoops to get new equipment?
With all the companies and plans out here, you should provide more for your customers. Why aren't you?

No company HAS to offer any type of loyalty program. Yes some do when you sign up for their bonus cards but those rewards are to keep you shopping there. It's easy to shop around for groceries and clothes and such. VZW doesn't have to give you discount pricing because you've paid for their service for 20 years. In fact, contract cycles are 2 years. You've had 10 chances to change and you didn't. You kept renewing and upgrading and renewing and upgrading. The beauty is you can switch AND take your numbers but I guarantee you that no other carrier gives you loyalty discounts either.

Similar Messages

I bought a 4G SIM activation kit on the advice of a CS rep, who said I could change out the SIM card on my Verizon Droid X (currently in use with a customer loyalty plan) and switch it to a prepaid plan. But now it appears there is no SIM card to switch o

I bought a 4G SIM activation kit on the advice of a CS rep, who said I could change out the SIM card on my Verizon Droid X (currently in use with a customer loyalty plan) and switch it to a prepaid plan. But now it appears there is no SIM card to switch out. Google search finds several others have asked that question and the Droid X doesn't have a SIM card, apparently. But, the 4G SIM activation kit "Compatibility" tab claims that it is compatible with the Droid X, so what is the real story here? Do I have to send this kit back to you?

No. Call Apple Care and give them the serial number. They may be able to tell you who it is locked to.

Wow I can see from all the negative feed back that Verizon does not care about customer loyalty.

I have 4 i phones I pad 2 mac books and internet,landline and cable all through verizon. i have contacted verizon customer service I have been to A verizon store and have been lied to by there customer service department. Two of my phones that belong to my son and daughter where severely damaged at a school function. I inquired about having the two phone replaced of which the phones are up for renew in 6 weeks.I find it unbelievable that a loyal customer who has been with them for 7 years and pays there bill every month( 500.00 ) absolutely refuses to help me just mind blowing. I had my mother two sisters and brother switch to them and now will let them know of this. Shame on them they don't deserve customers like me and will be looking to changing to att and comcast for my services.

Good morning dupi17. I want to to start off by thanking you for your continued support over the years. I am sorry to hear about your kids phone getting damaged while at a function. Its always disappointing to see something like that happen. For situations like this, it is always great to have insurance. What kind of damage was on the device? Do you have insurance on the device?
If you don't have insurance, you can take a look at our Certified Pre Owned program. These are phones that are in like new condition, but are sold at less than full retail, to make the cost more manageable. For more information on our Certified Pre Owned Program, please visit http://vz.to/rcDvLW.
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Does customer loyalty mean anything?

How about taking some action on some customer loyalty. Never saw a company who does just not care about their customers. I am finishing
up on my second 2 year contract you would think that Verizon would give a ****.
Subject was edited for bevity by: Verizon Moderator <<>>

Ernie
Surely you can understand why people do not want to pay £200 for nothing?
I have a similar proplem where I beleive BT have no empathy what so ever for their customers. I leave my current address in one weeks time but my future home will not be vacated for 1-2 months. Both old and new houses will need phonelines for their current occupants to I need to stop the phone to this house. The only way BT will do this is to end my contract early -cost £60 and then I start a new one with them when I move. I do not want to move away from BT I want to keep all my current packages/bundles but BT can't do it. I've been with BT for 50 odd years (yes I am old) but does that matter to them? The future home currently has Sky so if BT can not help me who do you think I will be signing up with?

Customer Loyalty Call

So, I finally answered a call from an 866 number I didn't recognize and found that it was from the "Verizon Wireless Customer Loyalty" department where they were trying to get me to agree to leave my unlimited data plan and go to another plan. She said it would save me $16 / month, but the reality of it was that it would cost me a lot more for data and that I would be forever off the unlimited data plan. (Her plan would only give me 500MB/month.)
So, instead of just hanging up on her, I decided to ask her why VZW wasn't as loyal to its customers as we have been to them. (I've been with them for over 16 years now.) I pointed out three main areas of concern for me:
Coverage in my area is a serious problem. Even though the map says we have full coverage, when talking to the network people, they acknowledge the area is full of people that have been forced to buy femtocells (aka Network Extender.) I asked why we were required to pay an additional fee to get coverage that is already promised and paid for. (Especially since I'm less then 3 miles from one of their stores and Verizon has a huge complex in the city.)
I pointed out the serious lack of Windows Phones and explained that a lot of people want more variety. We go into the store and see tons of other devices, but only a couple of Windows Phones (and they dumped their flagship device after only a few months.) I pointed out how badly I am often treated when I go into stores to help other people (friends & family) buy devices because I want to show them all the possibilities, not just Android & Apple. Later in the conversation, she pointed out that I could get "free" upgrades right now, but I once again pointed out that there were no Windows Phones at Verizon that I wanted. (But did point out the 1520 device over at AT&T that would be acceptable.)
I had another point, but I can't remember what it is right this second.
During the conversation, she kept trying to deflect the problems by telling me that she was with the loyalty department, to which I kept asking why Verizon Wireless was not as loyal to the customers as we've been to VZW. She would tell me to contact customer service, but explain I've tried that many times. I've even tried contacting executives within the company, but nobody seems to really care about the customer needs or desires.
At that point, I think she was completely exasperated with me - I don't think she expected me to explain to her the problems we've been having. Finally, she just said if I had any questions to call some number and hung up. She wasn't rude, but I would have preferred for her to actually listen to what I said and try to escalate the problems. (She also asked for permission to go into my account, which I told her "No!", but she did anyways.)
Now I'm wondering if they'll go ahead and make the changes..... even though I specifically told them not to. (I wouldn't be the first time.)

I feel your frustration but why do so many only hear the word SUE? I am amazed of the level of issues that you have had with the device and CS, I have been with them for about 4 years and everytime I had a issue they have resolved my issues rather easily and the device has been working incredible for me.
Have you tried to hard reset the device?
Hard Reset - HTC Thunderbolt ADR6400
Performing a hard reset will remove ALL data including the Google account, system data, application data, application settings, and downloaded applications. Only perform this reset if absolutely necessary.
If the preferred method is not available, there is an Alternate Method.
Preferred Method
From the Home screen, select the applications tab (lower-left corner).
Select Settings.
Select SD & phone storage.
Select Factory data reset.
Select Reset phone.
Select Erase Everything.
Alternate Method
Press and hold down the Power Key (upper-right corner).
Select Power Off.
Press and hold the volume down key then press the Power / End key.
When the HBOOT screen appears, release the keys.
Press the volume down key to select Factory Reset then press the Power / End key.
This boot process takes several moments, reference the progress bar located in the upper-right. If the device hangs or freezes, remove / replace the battery, refer to Inserting / removing the battery for additional assistance.

Why should I remain a Verizon customer?

I do not understand, I once had 4 lines, I am now down to having 1. The reason PRICE!!!! Verizon is aware they are expensive, that is why they offer certain loyalty plans. I called to switch plans was offered a loyalty plan, my bill went from 153.00 for 2 lines, to 184.00 for my single line. Is that why I should remain a customer? To get charged more for less. So I stopped paying my bill so I could think about what to do, of course my account was suspended for non payment. Now, I owe 343 dollars, I call up to get the right plan, and tell them I cannot afford to pay the 343 all at once. But my point is, I am a loyal customer of 5 years and searching for a reason to remain with the company, what do they offer me, pay half now, and pay half within 14 days with a postdated check. Now if I felt that it was my fault, and I was responsible to pay this amount, don't you think I would have paid it to begin with? So rather then work with somebody and owning the mistake and saying hey we will help you and want you to remain a loyal verizon customer, the response I got was, I am sorry we are losing you as a customer. I am not saying other company's are better for others, in my case I am always home, use wifi for my date, and really make no phone calls, I live in a major city, and any provider will work for me. I guess that is my rant, and I seriously hope that somebody at verizon reads this and gets ashamed at their customer service for not wanting to keep their customers,

If you don't like the price, then find another service provider, it's really that simple. You talked to customer service and agreed to a plan, decided you didn't like the price and took a while to think about it, in the meantime defaulting on the current amount you owe. A responsible thing to do in your case should have been pay the amount you owed, talked to customer service asking if there was a different type of plan you could have taken which would have been less expensive that you may qualify for, or if like you say, it was a mistake where you were put on the wrong plan, taken that up with customer service immediately.
Waiting a couple months makes you only look guilty, you defaulted on your cell phone bill because you didn't like it, and apparently not because you couldn't afford it. If you had an employer who didn't pay you because he thought your rate or salary was too high, and simply took a couple months to think about it, after you had already provided a service, what would your thoughts be then?
In your case, you're very fortunate, you are in a good location and can shop around, maybe check out a local prepaid carrier if pricing is important, you do not have to use Verizon, you can change anytime you want, if you have a contract, pay the penalty and go elsewhere or go with Tmobile and they will pay the penalty for you.
My car insurance premiums recently went up, I didn't think about it for a couple months and not pay, I paid it, and shopped for another insurance provider, found one that saved me over $60 a month, purchased the policy and cancelled the old one.

Have been a Verizon customer since I got my first cell phone in my 30's - I am 50 now! A year ago, I stupidly opted to get a new phone on the EDGE program because I was trying my first Samsung device and was not sure I would like it having been an IPhone

have been a Verizon customer since I got my first cell phone in my 30's - I am 50 now! A year ago, I stupidly opted to get a new phone on the EDGE program because I was trying my first Samsung device and was not sure I would like it having been an IPhone user for years.I was right! Or so I thought.... The Note 3 has been horrible. I am on my second phone(replaced it under warranty) and it still freezes, shuts off on its own, and will not come back on for long periods of time. Having had enough, I decided to EDGE Up to another device. On March 16th I tried to edge up my device online but was unable to. I immediately called to figure out what the problem was. Back in October I had a mix up in my billing where I had set up a payment. It was not done properly by customer service and as a result my line was cut off. I called the EXACT day it went off, filed a complaint about the lack of follow through for my arranged payment, and thought I had it straightened out as the payment was made that same day. That incident, although it was a Verizon error, caused my Edge Contract to be "hotlined". I spent an hour on the phone on March 16th clearing the whole mess up. When the conversation ended, the Verizon representative admitted it was a Verizon error, documented everything, and then told me she was filing a release for the hotline hold that would take a couple of days. Her name was Linda and I stupidly trusted what she said.
The days passed as I prepared to have a major foot surgery and to get my classroom straight before I would be out recovering for 3 weeks. All the time, my Samsung continued to glitch out like it has since I got it! While sitting on the couch recovering, I decided to deal with the phone issue again and EDGE UP. I figured 10 days latter, Linda would have taken care of the issue. Unfortunately, I faced the same problem and was told it was not eligible to edge up at this time. BACK on the phone again, 2 supervisors, 3 customer service reps. ( JOE from New York being the rudest customer service rep. I have EVER worked with) and 4 frustrating HOURS latter, Jason, the equally rude supervisor from Rochester, New York, informed me that Linda gave me BAD information, there was NOTHING he could do, and I am NOT eligible until April 14th!!!!! The WORST experience I have EVER had with a company. They were completely inept, rude, and not concerned about my time, my frustration, or the problems I was facing with their product in the LEAST. I have 4 LINES on Verizon that I am going to talk to Sprint about buying out. It was a horrible experience, and I can NOT believe I have no recourse or anyone to talk to....

Edge has very clear restrictions, one being that you must have 6 months of clean payment history which you don't. Either wait until April 14, or good luck at Sprint.
I am unsure how it can be determined the payment mix up was the fault of CS, but regardless, the mix up was done. There can be any number of reasons why a payment could be missed without any fault on your part, however you are still the responsible party for the account and must live with the repercussions.

I USE TO BRAG THAT I WAS A VERIZON CUSTOMER...

48 hours passed by with no call from a Verizon manager AGAIN. I am REALLY REALLY upset that no one wants to even talk to me about my issue. This is the WORST customer service I have ever experienced. I am really unhappy with Verizon . They have made a bad situation horrible by lying to me about getting a call from a manager. This is the point where no I am looking at other cell phone companies and thinking they look pretty attractive. I really honestly hate the way I have been treated and if this issue isn't resolved I will be spreading the news to EVERYONE I know and leaving Verizon forever. Luckily most of my family already has AT&T. I used to brag that I had Verizon and loved the service I received. That is no longer the case. I really want someone to make this issue right. I have been a loyal customer since 2006. I am being treated like a burden and not a customer.
On Verizon's website I found the Code of Conduct. In the code of conduct it stats the following: "Integrity is at the heart of everything we do. We are honest, ethical and upfront because trust is at the foundation of our relationships with our customers, our communities, our stakeholders and each other." It also states this: "Great companies are judged by what they do, not by what they say" So far I have seen the exact opposite!
This is a long story but I will try my best to explain it simply. My issue with Verizon began when they decided to do away with their unlimited plans. I understand the reasoning behind it, but what really frustrates me is that I was told I would be grandfathered in. As long as I didn't change my plan I would be able to keep the unlimited data. I was pretty good about not doing that until recently. I cannot believe that they make you pay the FULL UPGRADE PRICE for the phone or lose your unlimited data. It is not ok!
Last year I was in need of a new phone. I decided I wanted an iPhone but I did not have an upgrade available at that time. My girlfriend decided to be a sweetheart and let me use her upgrade. So she upgraded her phone and then we moved it over to my line. Then when it came time to upgrade her phone we had agreed that she would use mine. In order to do so we learned that we would have to pay the full price of the phone to keep my unlimited data or we could get a 2GB plan for the same price as my old unlimited plan. How could this be so if I was grandfathered in? I called Verizon customer support and talked them them about it and there was nothing they could do. Then one representative suggested that I could add a new line on for $10 extra per month and use that upgrade for my girlfriend and still keep my unlimited data. I was pretty specific about asking him if there were any other fees or taxes and I was under the impression that there would not be since we were to put a dummy phone on that line and not use it. So i did the math and decided that $10 extra a month for 2 years was cheaper than paying the full price for a brand new iPhone.
When I received bills after that I noticed they were MUCH higher than my original plan which was usually around $93.50 a month after taxes and fees. They ended up averaging $136 each month after the switch. I decided to call customer service shortly after this and had my case escalated to a supervisor. He couldn't help me resolve this issue about the extra money I am being charged so I asked to speak to someone even higher up. I was told that I had to wait between 24-48 hours for a return phone call from a manager. Well nothing ever happened. No call
I let months go by without doing anything about it mainly because I got distracted with life. I recently had to get a new upgrade because I dropped my old phone and it stopped working. I was told there was NO POSSIBLE WAY of keeping my unlimited data when I switched and hesitantly I did so because I really need a working cell phone, my life cannot function without one. I received my first bill and it was $167. I immediately panicked because it was so high. I was wondering what was happening so I decided to call a customer service rep and ask about. They said it was because of a $30 upgrade fee. I understand that and It is not an issue. I decided that it would be a good time to try and get my previous issue resolved that I was never called back about. I explained the story again to Jessica << Badge # removed >> Who tried to help but didn't have the authority to do so. I then asked to speak to her supervisor. I was placed on hold for a long period of time. The whole call lasted over an hour! Finally I received a call from Dell << Badge # removed >> who was not much help either and told me that I could not get the fee waived to cancel the line and that there was nothing I could do except pay the fee or keep the line. He informed me that my case had been escalated and I would receive a call within 24-48 hours. I mentioned to him that someone had told me that before and asked for a case number in case I didn't receive a call for the second time. (Case #xxxxxxxxxx). Now here I am 48 hours later with NO CALL... REALLY???!!!! AGAIN??? Verizon really doesn't care about it's customers...
Since I did not receive a call AGAIN I decided to call back and provide my case. Tonight I called and had to explain my whole story again with Kenya << Badge # removed >> who I truly believe did her very best to help me but she still could not resolve the issue do to her lack of authority in the company. She actually showed me a plan that could save me $10 a month which I accepted. But my issue is still here that I have been lied to about receiving a call from a manager twice and I still have a line that I can't close without paying a fee.
I have done the math and I have already paid an extra $298+ dollars since changing my plan in October 2012. I am not even asking for that money back. All I want is for my bill to go back to what it was before I started this whole mess and for that additional line (that I haven't even made single phone call on or ever connected a phone to) to be closed. I want my unlimited data back as well. I hate having to monitor my data so carefully every month wondering If I will be stuck with a fee if I go over. I am using very close to 2GB a month and I even had to shut my cellular connection off a few times this last month so I wouldn't go over.
I expect that if you really do care about your customers you will have someone resolve this immediately. Thank you.
Message was edited by: Verizon Moderator

jhalderman wrote:
This is a long story but I will try my best to explain it simply. My issue with Verizon began when they decided to do away with their unlimited plans. I understand the reasoning behind it, but what really frustrates me is that I was told I would be grandfathered in. As long as I didn't change my plan I would be able to keep the unlimited data. I was pretty good about not doing that until recently. I cannot believe that they make you pay the FULL UPGRADE PRICE for the phone or lose your unlimited data. It is not ok! That is a choice you have to make if unlimited data is that important to you. If you TRULY need unlimited data, it is MUCH cheaper to pay the "FULL UPGRADE PRICE" for the phone than to pay for data on a metered plan. If you DON'T TRULY need unlimited data, then it is quite cost effective to accept the subsidy on a new phone. You have to look at each situation separately.
Last year I was in need of a new phone. I decided I wanted an iPhone but I did not have an upgrade available at that time. My girlfriend decided to be a sweetheart and let me use her upgrade. So she upgraded her phone and then we moved it over to my line. Then when it came time to upgrade her phone we had agreed that she would use mine. In order to do so we learned that we would have to pay the full price of the phone to keep my unlimited data or we could get a 2GB plan for the same price as my old unlimited plan. How could this be so if I was grandfathered in? You ARE grandfathered in, you just have to pay full retail for the phone. I don't see why this is so hard to understand.
I called Verizon customer support and talked them them about it and there was nothing they could do. Then one representative suggested that I could add a new line on for $10 extra per month and use that upgrade for my girlfriend and still keep my unlimited data. I was pretty specific about asking him if there were any other fees or taxes and I was under the impression that there would not be since we were to put a dummy phone on that line and not use it. So i did the math and decided that $10 extra a month for 2 years was cheaper than paying the full price for a brand new iPhone.
When I received bills after that I noticed they were MUCH higher than my original plan which was usually around $93.50 a month after taxes and fees. They ended up averaging $136 each month after the switch. I decided to call customer service shortly after this and had my case escalated to a supervisor. He couldn't help me resolve this issue about the extra money I am being charged so I asked to speak to someone even higher up. I was told that I had to wait between 24-48 hours for a return phone call from a manager. Well nothing ever happened. No call I don't suppose you actually took the time to look at your bill. Each and every charge on your bill is detailed and it would be very easy to determine what caused the extra charges simply by looking at your bill and comparing it with an older bill.
I let months go by without doing anything about it mainly because I got distracted with life. I recently had to get a new upgrade because I dropped my old phone and it stopped working. I was told there was NO POSSIBLE WAY of keeping my unlimited data when I switched and hesitantly I did so because I really need a working cell phone, my life cannot function without one. I received my first bill and it was $167. I immediately panicked because it was so high. I was wondering what was happening so I decided to call a customer service rep and ask about. They said it was because of a $30 upgrade fee. I understand that and It is not an issue. I decided that it would be a good time to try and get my previous issue resolved that I was never called back about. I explained the story again to Jessica << Badge # removed >> Who tried to help but didn't have the authority to do so. I then asked to speak to her supervisor. I was placed on hold for a long period of time. The whole call lasted over an hour! Finally I received a call from Dell << Badge # removed >> who was not much help either and told me that I could not get the fee waived to cancel the line and that there was nothing I could do except pay the fee or keep the line. He informed me that my case had been escalated and I would receive a call within 24-48 hours. I mentioned to him that someone had told me that before and asked for a case number in case I didn't receive a call for the second time. (Case #xxxxxxxxx). Now here I am 48 hours later with NO CALL... REALLY???!!!! AGAIN??? Verizon really doesn't care about it's customers...
Since I did not receive a call AGAIN I decided to call back and provide my case. Tonight I called and had to explain my whole story again with Kenya << Badge # removed >> who I truly believe did her very best to help me but she still could not resolve the issue do to her lack of authority in the company. She actually showed me a plan that could save me $10 a month which I accepted. But my issue is still here that I have been lied to about receiving a call from a manager twice and I still have a line that I can't close without paying a fee.
I have done the math and I have already paid an extra $298+ dollars since changing my plan in October 2012. I am not even asking for that money back. All I want is for my bill to go back to what it was before I started this whole mess and for that additional line (that I haven't even made single phone call on or ever connected a phone to) to be closed. You can very easily close that extra line, you will just have to pay an ETF of $350 which has been reduced by $10 each month since you signed the contract, so currently it is ~$270. You signed the contact in order to get the reduced cost phone. You now either have to live out the contract or pay the ETF.
I want my unlimited data back as well. I hate having to monitor my data so carefully every month wondering If I will be stuck with a fee if I go over. I am using very close to 2GB a month and I even had to shut my cellular connection off a few times this last month so I wouldn't go over.
I expect that if you really do care about your customers you will have someone resolve this immediately. Thank you. Good luck, but your chances of getting your unlimited data back are basically 0%.
Message was edited by: Verizon Moderator

"Dear Valued Verizon Customer" - Bogus Movie Rental

I was at my pc checking my Verizon email account when I get an email from [email protected] that confirms I rented a movie and I will be charged $5.99 plus taxes, etc. I did not rent any movies tonight and I was not even watching tv. How can I dispute this charge? Was my FIOS hacked or malfunctioning? I cannot find a chat option or an email or phone number to call. Please help. The text from the email I received is as follows.
6/11/2013
11:10 PM
Dear Valued Verizon Customer,
Thank you for renting Good Day to Die Hard, A (HD). The details of your rental are below:
Title:Good Day to Die Hard, A (HD) Date Rented:Jun 11, 2013 Price:$5.99 plus applicable taxes and fees.
This movie will be in your library for 30 days. Once you start watching the movie, you will have 48 hours to complete viewing. To begin viewing press on your FiOS TV remote control and scroll down to My Library.
We hope you enjoy your selection. Here are additional titles that you might enjoy.
To order any of these movies, press on your FiOS TV remote control or click on one of the icons above.
Thank you for choosing Verizon as your entertainment provider. We truly appreciate your business.
Sincerely,
Your Verizon Team

Please go to your profile page for the forum by clicking on your name, and look at the top of the middle column where you will find an area titled "My Support Cases".
There 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. Please keep all correspondence regarding your issue in the private support portal.
If a forum member gives an answer you like, give them the Kudos they deserve. If a member gives you the answer to your question, mark the answer that solved your issue as the accepted solution.

Verizon Customer Service?

Verizon Customer Service?
A Verizon Supervisor just told me on 1/08/2011 and I quote: “ You can't expect first class service if your only paying for coach.” and So
I'm writing this to express my dissatisfaction with Verizon home phone and internet service, as my only recourse since I live in an area where they are the only option for this type service. My hopes are that if enough people know the kind of service that is being provided or not provided as the case my be, and of the attitude of the supervisor that I had the misfortune of contacting, That Maybe, just maybe there will be some sort of change and We can get some kind of service? Even in coach.
First I like to let everyone know that this is not a one-time problem our service has been out 5 times in the matter of a year and a half and each time we have call for service it has been handled pretty much the same way. We pay for Life line phone service and DSL high speed internet when it is working I have no complaints the problem is when you need a trouble call, our Life line phone service was out for 10 days before a local repair tech was even contacted, he was just here and fixed the problem at the box down the street in less than 10 min he also let us know that he had been available thee entire week and was not busy he just wasn't informed that there was a problem. We called the problem with the phone in on New Years day and didn't expect anyone out then, but was told that some would be out on the 4th between 8am and 11am, well that did not happen and we waited all day before calling again. That night I call the toll free number again and was inform that they had no record of a trouble call even being placed, but that they would set it up now and that a repair person would be out on the 7th again between 8am and 11am at 1:30pm I called again, this time I was told rudely that the problem did not need a technician and would be repaired by 7pm that night. At 6:55pm I called with a friends cell phone and talked with a supervisor who apologized and assured me that someone would be at our house in the morning, guess when? Yep between 8am and 11am she also told me that she personally would follow up on the problem. Next day 8 to 11 came and went and no phone service at 1pm I called again and asked to speak with a supervisor I was placed on hold for close to an hour and when the supervisor did pickup I explained the problem and also inform him that along with being a life line it is also the contact number for my home business and he told me that it didn't mean anything and that if I had a better phone plan my service would have been repaired by now, and “ You can't expect first class service if your only paying for coach.” but would try to get someone out before 7pm or the next morning (Sunday) did not believe it but after that I did not call anymore the service was fixed at 2pm on Monday the 10th. I guess I should just be happy it was fixed, but I wanted people to know how Verizon Customer Service treats it's customers.
Thank you,
D mad in Lottsville, Pa.

Dear ANYBODY at VERIZON who ACTUALLY Cares!
I also agree that the customer service or I should extreme lack there of is your main problem. I just got off the phone with a Melissa {edited for privacy}who is a Sales Associate in Virginia. Her title is consultant. I have had so many problems with Verizon since I moved into my new home last July that I can't even count anymore the amount of times I have had to call and argue with them. They are never willing to just fix anything or help the consumer. It's always our fault or we need to call this department that's not there problem, it's a different department etc. I am so sick of this. I had my service go out probably close to a year ago and they had to come out and replace the line. I was told a temporary line was being installed and a week later they would be back to bury the line. Well they NEVER came back. I have called several times and nothing gets done. Plus I have had SOOOO many problems with my bill its like a child is handling it. When I moved I was suppose to have service transferred. It wasn't. The guy who had no clue what he was doing that worked for Verizon didn't transfer me he set up and brand new account all together. I even questioned him a few times about why he needed my social security number etc and told him I wasn't getting a new account that I was just transferring service. He said that he understands but that this is part of that transfer. I didn't understand that but then I don't work at Verizon(probably have more brain cells than are required for them) so I let it go. I later find out that I have two accounts open. So I owe this outrageous amount of money. I call back and get the run around. Eventually after several hours on the phone and several weeks of back and forth and research and after I called them again! I get it figured out, OR SO I THOUGHT! So my new bill arrives and there is a huge like $350 early termination fee. Are you kidding me??? Hello I just went over this a billion times I didn't cancel your stupid service I transferred it and because the wonderful associate working for them couldn't successfully do his job, well I was suffering for it. So then I had to call to get that HUGE fee removed that I should have never been charged. WEll this took SEVERAL MONTHS to get worked out. Finally after spending countless hours on the phone and hold and being transferred and going back and forth a Supervisor agrees to take care of this and apologizes etc. Well my account apparently was placed on hold. So a few months goes by and I get no bill. I figure OK it's probably because I have a huge credit now so I don't have a bill. Well I called anyways. I was told my account is in a hold or suspended status in their system in review and that a c credit should be issued soon but it can take up to something crazy like 8-10 weeks to get resolved. I explain that I am worried because if there is a bill after all this time I don't want to one day get a huge bill in the mail. The said that I actually had a credit and that adjustments were being made to my account so there was no need to worry. Well about a month or 2 after that BAM a huge almost $500 bill shows up. SO have to call back fight with them some more and tell them what happened but at the end of the day I am still responsible for the bill as I have had the service the tell me so I still need to pay for it even though I tried dto do that ALL ALONG! So I have to come up with almost $500 plus the new months bill is getting ready to go out. Well I didn't have that kind of money right then. So I had to take my time and pay it over several months plus the new bills that were coming in on top of that each month as well. So NOTHING and I mean NOTHING but problems. Then my service gets shut off after I already called and talk to them and made and online payment. So of course it's after hours and I can't get a hold of anyone to actually talk to. Well I say screw and just make a payment to get it restored. WEll that also doesn't go smooth. Why would it right? So I spend about 2 hours trying to make a payment and restore service. I mean they shut my phone off so I can't call anyone except the number to restore service except that number does me no good because nobody is there because the office is closed. SO I try to pay online. Should be easy right? Nope go through a bunch of crap to do that and finally submit payment and get a message that my payment is unable to be applied to my account please call customer service to proceed. Well customer service is CLOSED! At this point I just can't even take it I am about to SCREAM! SOOO I finally just get back on the phone pay through the automated system where I have to receive an additional fee for paying but at this point I am so frustrated I don't care anymore(sad huh) THe next day I find out they processed my payment twice! Of course they did! Then getting the money returned and the extra fee I had to pay for paying it a second time when there system told me it wasn't paid but then they took my money anyway well that couldn't be refunded because that wasn't their fee. That's a 3rd party fee! OF COURSE IT IS! So NOTHING but problems. SO I am trying to play catch up as usual. It's also Christmas time and I try to go on today to pay my bill. I notice my new bill just billed a week ago is almost $190. Are you kidding me? So I find a $30 fee. I call and the fee is for them shutting my service off. $30 for you to click a button and turn in back on?? Talk about being robbed! So I talk to this Melissa {edited for privacy}and try to explain my frustration etc and ask to get the fee removed. Well she takes it upon her self to not remove it. It's her judgment call and because I have a balance at the time she won't do it. She can remove it but she WONT remove it because I have a balance! GIVE ME A BREAK! All that they have done to me and put me through and they can't remove it because I have a balance? Yea I am so over Verizon and switching services ASAP NOW! THANK YOU MELISSA {edited for privacy}FOR SUCH WONDERFUL CUSTOMER SERVICE TODAY! WAY TO MAKE YOUR CONSUMERS HAPPY AND KEEP LOYAL CUSTOMERS COMING BACK! A+ on driving them away!
Simply put. Verizon is just out to get your money. THey don't care about thier customers and when they screw up we have to just suck it up and deal with it. We make a mistake and again we have to deal with it. I have never had my service turned off. The one time I do they can't remove the HUGE $30 restore fee! The service is restored electronically and you have to wait 4+ hours and they still charge you $30! Seriously give your customers some respect even a little would be nice! After all I been through I don't think them reversing that huge $30 fee would of killed them.

I'm not sure if I am writing this in the correct area (this is my second attempt at posting a question), but I have a comment about a recent store experience in Sandusky, OH. I am not a current Verizon customer, but I was visiting friends and we had to g

I'm not sure if I am writing this in the correct area (this is my second attempt at posting a question), but I have a comment about a recent store experience in Sandusky, OH. I am not a current Verizon customer, but I was visiting friends and we had to go to the store to get something taken care of. First off, allow me to compliment the nice, new store. Boy, its changed over the past few years ago when I was in last. My comment is mostly directed to one specific employee. When we entered the store, we were "welcomed" by a sloppy dressed gentlemen (his clothes were probably two sizes two small), which really struck me as unusual because every other employee in the store was dressed really "casual" with nice sporty clothing and red shoes. Either way, after being entered into the computer, the gentlemen told me to wander around or have a seat in the back and someone would be with us soon. As soon as we walked away from the door, the gentlemen handed his "duty" off to another employee who took over welcoming people coming in. For whatever reason, I felt glued to him as he stood out to me. After leaving the door, he immediately went to the back of the room, hunched over a cabinet, where he stood for the next 30+ minutes playing on his phone, frowning and not speaking to anyone around him. Again, I found this unusual because everyone else was overly friendly and smiling. I finally decided to walk by and see what he was doing. It appeared that he was texting someone. He paid no attention to me whatsoever as I walked by, just continued to frown and text on his phone. I did take not of his name tag for future reference. His name was Justin. I am assuming he's the manager of the location as he was just standing around while everyone else worked. I do understand that managers aren't necessarily doing the "dirty work" of the employees, but he could have at least found some better fitting clothing (I find it hard to believe Verizon doesn't supply it), been a little friendly, pretended to be busy, and not been texting the entire time we were there. Again, the store was great, the other employees were very helpful, but the manager seemed to be doing is own little thing and it didn't put off a good image for the rest of the store. Just wanted to share my comments.

lisab101,
We appreciate you reaching out to us. We greatly appreciate the feedback that you have provided us. Please know that we will lift this up to management and the issues will be addressed.
Thank you,
RobinD_VZW
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Verizon Customer Service and Samsung Galaxy S III

A little over 3 weeks ago I purchased a Samsung Galaxy III phone from Verizon.
The exact store is:
224 North Weber Road,
Bolingbrook, IL 60440
(630) 226-4660
When I purchased the phone the person who sold me the phone told me that I had 30 days, If I was not completely satisfied with the phone I could return it and get my money back. However, he assured me that I would LOVE my new phone.
I had just come off using a Blackberry for 4 years with no problems AT ALL! I loved that phone, but I thought it would be nice to get up to the 21st century phone standards and get a touch screen phone. Well, I went for the best…… or so I thought.
As soon as I got my new phone in the car, I started using the speaker phone hands free. The speakerphone began to cut in and out and the person, my husband whom I most speak with could not understand what I was saying. I used the speakerphone on my Blackberry without issue. I did not think much of it because I was so happy to have my new phone. I thought maybe I was just in a bad area etc… Well the issue persisted also when I called my bank, my husband’s mother, my mother and it did not matter where I was the speaker phone did not work properly. Then my phone started to drop calls. Again, I thought it may have been the area, but it started happening a lot. So now I was really beginning to wonder. Having though I was still under the 30 DAY warranty, I gave it a few more days. I began having to take out the battery to reset the unit because apps where disappearing and when I went to re-install them the unit indicated that app was already on my phone and wanted to know if I would like to uninstall the app. I had to once again take out the battery and have the unit restart. Well, I could not take it anymore. With all of the things going wrong only a couple of weeks after purchase, I had to go into the store and see what they could do for me. I went in and explained my situation to the manger who was greeting people at the door, I think her name was Katie or something like that. She put me in line on her IPad just like everyone else for someone to assist me. I was assigned to a very pleasant associate who took the battery out of my phone and said try this to see if this works for you. I, not knowing very much about the technology said ok and walked out of the store. Well it kept on getting worse. I went back to the store on Sunday, September 30th 2012 asking for my money back or a new replacement for the phone. They would not assist me. I started with a regular associate and went up the chain finally getting Katie (the store manager) who repeated everything that everyone else said. So, obviously, she has no managerial skills at all. She stated that they would have to totally reset my phone to see if some apps where conflicting etc. Isn’t that what you purchase a Smartphone for??? To put apps on it and calendars etc. I just downloaded a calendar and Xfinity because that is what I have my e-mail on. I don’t’ think that was the issue, but you could not tell Katie anything.
I wanted a new phone replacement or money back as I spent $300.00 dollars on this phone. She would not have it. She said we have to go through the proper trouble shooting because I was out of the 14 day return policy!!!!. OMGsh 14 days???? I was told 30! Had I known this, I would have gotten my money back the first time I took the phone in for the issues I was having. At that time, I was still under the 14 day policy! I proceeded to express my opinion to everyone in the store stating “Don’t buy a Samsung Galaxy III” They are pieces of **bleep**. Well, needless to say Katie did not like that and she set my phone down in front of me and said, if I am going to swear, she is not going to help me. Ok, then I re-worded my statement to tell everyone in the store “Don’t buy a Samsung Galaxy III they are pieces of garbage” I cleaned it up a little, but still got my point across. I also told her that I would blog about it and send a letter to the corporate office of both Samsung and Verizon. I don’t think that she believed me, but here I am taking my time for this stuff. Time I don’t have much of, but I feel very strongly about this situation. I was lied to and Katie had the nerve to tell me that if I get a replacement phone from them, it would be a refurbished unit even though I just purchased the unit 3 weeks earlier. THAT is unacceptable by any standards!!!
Needless to say I left the store totally dissatisfied with Verizon’s customer service and the Samsung Galaxy III phone. I have not put any unusual apps on my phone nor have I downloaded a new calendar to my phone and I am still having the same issues with dropped calls and bad speaker phone. I will not put any time into this phone for them to tell me they need to reset the whole darn thing again! I am not going to bother going back to that Verizon store, because I know that they will not lift a finger to do anything about it.
My husband wants an IPhone 5. We will not be purchasing this from Verizon and I will probably eat the cancellation fee and go through AT&T so that my husband can get his IPhone. I will never purchase another thing from Verizon, this is not the first time that that they have let me down.
I hope that this letter, blog, facebook, YouTube note will open some eyes with regard to Verizon customer service and the Samsung Galaxy III phone. I don’t know if it will, but with social media as it is, I hope it DOES!
Thanks for nothing Verizon!!!
Sincerely
Donna {edited for privacy}

These forums are dedicated to Residential products and services offered by Verizon.
For help on Verizon Wireless issues, please post your topic on the
Verizon Wireless community.

Very Disappointed Verizon Customer

ATTN: VERIZON and ALL VERIZON CUSTOMERS
I have pre-ordered two 32GB iPhones three days ago. My bill was over $500. For the money I paid, and for my expectations for Verizon customer service and integrity- I was seriously let down.
With no tracking number, a non-functioning website, and completely clueless customer service representatives- I have come to the conclusion that Verizon Wireless does not care to show the same loyalty to its consumers as its consumers show to Verizon Wireless.
In the name of reasonable customer service and business integrity, the very LEAST Verizon Wireless could do is publish an open letter to all iPhone pre-orderers who still did not recieve word from the company regarding their expensive purchases letting them know that all problems and delays will ironed out. Another possible solution could have been to send a simple e-mail to iPhone orderers stating this.
My request is not unreasonable by any means. All I want is a simple acknowledgment from Verizon Wireless. Not everyone has the luxury to sit around home and wait for their iPhones to arrive. Moreover, it is quite difficult to plan for the phone's arrival when you have no clue, whatsoever, when it is shipping. I will be the least bit surprised when Verizon is flooded with complaints about how many iPhones were bounced back to the shipper because no one was home to greet their respective carrier.
If I were in charge of this operation, I would immediately notify my customers about the website glitches, explain the problem, and cater to the hundreds of thousands of customers who ordered their iPhones and are completely left in the dark about their products' whereabouts.
Sincerely,
A very disappointed Verizon customer

per an email I received from Verizon.
Congratulations and thank you for your iPhone 4 purchase.
It has come to our attention that your order confirmation
may have reflected an incorrect shipping date.
Your satisfaction is extremely important to us, so we would
like to assure you that your phone will be delivered on or
before 2/10 as promised.
As I can attest, when the phone actually ships you will get a tracking number. Just wait for it. Then you can plan your schedule on receiving your phone.

I will NEVER be a Verizon customer again!

Let this serve as a warning to anyone who doesn't want their money "held hostage" by this company.
I was a VERY HAPPY Verizon customer for years. I had Verizon wireless, Fios TV and Internet, and when I had a landline phone, it was Verizon as well. Their tech support staff was great for me (when I had issues), and the tech's that came to the house to do installation were very friendly.
THEN, in August, my contract was up, and I was also planning to move. I planned to take my Verizon services with me, but I then found out that my roommate already had Fios. So I cancelled my Fios service, expressed to the agent on the phone that I had been a very happy customer, but my new roommate had Fios, so we didn't need two accounts, and that I would be extremely likely to get Verizon service again in the future, because I enjoyed them so much.
My Fios was disconnected 6 days into a billing cycle (as arranged), and this is where the trouble began. I was told when I disconnected "you will received a pro-rated bill this month", I was assured I would be charged for the 6 days. Instead, a couple weeks later, I get a bill for the FULL amount of a month's service.
Of course, I contacted customer service. This online agent tells me that I was charged for the full amount because I was billed before the disconnect date. She said that I had to pay for the full amount OR I would be charged late fees. And then "next month you will receive a refund". Now, this is a ridiculous method of billing to begin with, let's just say that. But in the end, I agreed to it. (For the record, I went back and forth with this very rude and condescending "service agent" for awhile before finally giving up on anything satisfactory happening)
So, I wait until this month... anticipating my refund. I get my "memo bill", and there is a credit to my verizon account. So I asked an online agent again "how do I get this credit refunded to my account?" She sends me a copy and paste response (as usual, and I'm sure their trained to do so) about my final bill, etc. So I tell her "I just got my final bill, and it has a credit on it, I want to know if I can get the credit sent to my debit account", her response "it has to say final".
The take home from this second conversation: I conversed for a few minutes with an individual who sent me copy and paste responses, and then sent me rude condescending messages as if I couldn't read. OBVIOUSLY, if you say something to someone, and they have questions, it is because they want clarification, and some kind of help, not for you to say the same thing over again and then be rude about it. And, the kicker, they will send your refund (when they feel like it) electronically to your bank account if you have one on file... otherwise, you have to wait 60 more days for them to mail you a check. AFTER you receive whatever they deem to actually be your "final bill".
Clearly, the online assistants are a waste of time. And worse than that, the billing methods of this company are completely screwed up.
As long as there are other options out there for TV and internet, I won't be a Verizon customer. I honestly think I would sooner sign a contract with Comcast than sign with Verizon again.
Current customers: If you're planning on severing ties with Verizon, ever: be warned that it is going to be a 3-4 month process, just like trying to get rid of a really clingy ex-girlfriend.

Take this up with the BBB. As that is a completely unacceptable way to do business.

Customer Loyalty

Customer loyalty is non-existent. VZW cares more about new customers than loyal customers. I would like to see a customer retention program since it is actually cheaper to keep a current customer than it is to recruit a new customer. And please do not say the great service is what you get for being a loyal customer. I pay for that great service every month. If you shop at the same store for years then they give you coupons and other special offers. Why doesn't VZW? Customer retention plans are standard for any large business that wants to keep its current customers. I want price matching for other websites. I want to pay the same price for my upgrade as new customers pay. Right now a new customer can get the Galaxy Note 3 for $139 on Amazon. I want VZW to match that price for me since I have been paying for their service for over 8 years. I don't think that is asking to much for any customer that has successfully completed more than 1 2year contract with VZW. Their great service does not in any way make up for this lack of customer retention effort. I pay more per month than any other wireless carrier for that service. Now what is VZW going to so for me so that I want to keep paying them every month for the next 8 years? AT&T is gaining ground fast. I can switch to them and get a new phone cheap/free and still get great service. Why shouldn't I do this if VZW doesn't care to keep my business?

Lin71 wrote:
Yes, I said that. I also said that there is no reason to keep paying for that service since AT&T now offers competitive service levels. I believe you missed the point entirely. Customer retention should be a priority for all large corporations. It is more cost effective to keep existing customers that to obtain new customers. Customer retention was the whole point of this post. Focus on the issue not on a single comment out of an entire paragraph, please.
AT&T doesn't price match either. Their upgrade fees are higher and their throttle their existing customers who still have their retired unlimited data plan. It doesn't look like AT&T doesn't have customer retention as a higher priority then Verizon Wireless.

Where is Verizons customer loyalty?

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