Verizon Wireless Support Ticket

Loyal customer furious over horrible treatment - customer service

Created By:	normanj98	Last Reply:	normanj98
Priority Level:	[High]	Status:	[Open]
Created:	10 years ago	Last Updated:	10 years ago
Department:	N/A	Replies:	0
Product:	customer service

In these 14 years as a Verizon Wireless customer, I have always been satisfied until now. I have never been so miserably treated. I find this shocking not only because of my length of loyalty to this company but also for the simple fact that the purchase I tried to make on 9/16/2014, a 64-gig white iPad Air, is worth a breathtaking $800.00!

Clearly Verizon Wireless does not care to keep my business and it will not have it. I can purchase an iPad ANYWHERE and I will do so. Even as of this writing I can not tell if the iPad has even been ordered. I see no record of it in MyVerizon, the order number I was given shows up nowhere and every time I have called in an attempt to follow up, I have to start explaining from the absolute beginning of this travesty only to end up at square one with no resolution and no satisfaction at all.

This mess began after I called customer service on 9/16/2014 to ask if I could keep my iPhone5 and transfer my upgrade credit to the purchase of a tablet. The representative who assisted me told me that it was not possible to transfer the upgrade but that I was eligible for the new iPhone6 and that, if ordered together, I could get a discount on an iPad. I had a sizable credit on my bill and decided to explore this option. The iPhone6 was pre-ordered and I was told it would ship on 10/7, which was fine. I was then transferred to telesales where the debacle took full form.

Based on the substandard behavior of the “telesales” department – which I have come to experience is an absolute hell hole of misrepresentation and unprofessionalism – when (IF) this iPad arrives, I intend to return it and NOT give Verizon my $800. This choice should give a ample indication of just how disgusted I am with your company since I am willing to forgo this hardware even after the substantial investment of time I have made in attempting to get it straightened out.

Between 9/16 and 9/20, I spent approximately SIX HOURS on the phone with Verizon before I completely gave up. I was on the phone nearly 90 minutes originally on 9/16, more than half of which was spent with the telesales dept who worked aggressively to sell me not only an iPad air but an accessories bundle that I was somewhat indifferent toward. I was told that in purchasing the bundle, Verizon would waive my activation fee and I would get overnight shipping and receive my iPad by noon 9/17. This was the incentive that made me agree to the bundle purchase.

The iPad did not arrive, obviously, which prompted my first call to customer service on 9/17 simply to check my order status. At that point I was not very upset, just bothered that I was “sold” the bundle and was not getting the goods/services I was promised. I felt hoodwinked and discussed this with the CS rep, who did not appear to comprehend my dissatisfaction. Thus began my nightmare.

I am in no mood to detail the maddening runaround I have endured as it would take FAR more time than I am interested in devoting to your ridiculous company. Here are a few highlights that you should know:

I'm less concerned with the fact that the original purchase was in error than the HIDEOUS, APPALLING lack of service and, indeed, disrespect I was repeatedly shown by the telesales department. Mistakes happen, and that's not a big deal. My anger began when I tried to rectify a relatively minor issue regarding the next-day delivery I was promised (but did not receive) and was immediately treated as though my request for accommodation was too demanding. In subsequent calls and transfers, my call was dropped more than once by the so-called representatives claiming to assist me. The last straw was being told to call back on Friday, 9/20, the day of the iPhone6 launch when customer calling volume would be staggeringly high, and waiting nearly an hour to get hold of someone only to be CUT OFF when I was ostensibly being transferred to a senior customer service rep.

Ironically, everyone who answered the phone said, “How may I earn your business today,” yet NO ONE did anything to live up to that hollow slogan. There are three human exceptions to this: Shaleena, Brian (or perhaps Brandon) and Josh, none of whom were able to actually solve my problem thanks to the most baffling and ridiculous managerial structure I have encountered in some time. Apparently your “customer service” department is not actually empowered to serve customers. I was told more than once that the CS department was not connected to the Telesales department and they had a separate CS unit. The Telesales CS was utterly and completely useless, unmotivated, inefficient and rude.

Given the hefty price tag on my purchase, I remain confused as to why Verizon Wireless hasn't bent over backwards to kiss my behind and ensure that I had the product of my choice in my possession. I can hardly believe I was being told over and over to call YOU back. As I mentioned, I can buy an iPad anywhere. I'm happy to give my $800 to another retailer.

Finally, please know that I will spend as much time as I ever did in word-of-mouth praising Verizon (which was considerable, I assure you) as I will spend time in warning all of my friends and associates NOT to purchase any hardware from Verizon in the future.

I am thoroughly disappointed with the way I have been treated and will not forget it.

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