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Customer service escalation

Dtone14
Member

Every time I call customer service, as the call is wrapping up, I am thanked for being a customer and asked if I'm satisfied with Verizon.  I've had an ongoing technical issue that has not been resolved with my phone, so I always say that I am not. Yet, no one does anything to resolve the issue.  It's almost worst that they keep asking yet do nothing about it. Is there any customer service escalation process that I can pursue? The representatives each try to resolve the technical issue, but I've spent 12+ hours already on the line with customer service having multiple reps try to fix it. I'm ready for a Customer Service solution rather than a Technical support solution.  Incredibly frustrating.

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Re: Customer service escalation

Weth
Sr. Leader

It's worth a shot to let us give it a try, what is the technical problem you are having?

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Re: Customer service escalation

Dtone14
Member

I have a Samsung Galaxy 4 and do not receive group text responses from

certain iPhone users. I am not registered on the Apple network. I have

tried multiple messaging apps. I have reset my phone, changed network

settings, etc. I've checked their phones to make sure they have the correct

settings. I've had a "Tier II Tech Support ticket" twice. I'm always told

"my phone works fine," but I do not receive text messages I need. I group

text for work so it's a big issue.

I appreciate anyone taking a stab at it, however, my biggest issue at this

point is Verizon's lack of responsiveness to my concerns as mentioned above.

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Re: Customer service escalation

Weth
Sr. Leader

Did you ever have an iPhone on that line (or maybe someone who had the number before you)? If so it may be worthwhile to be register the number at Apple.

Deregister and Turn Off iMessage - Apple Support

If not, hopefully others chime in. 

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Re: Customer service escalation

Dtone14
Member

Already tried that

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Re: Customer service escalation

Community Manager
Community Manager
Dtone14,

This is definitely concern and I am sorry to hear that this issue has gone on so long as that is not the service you deserve. We definitely want your device functioning to it's fullest. You stated a ticket was filed in regards to this very concern. Do you have the ticket numbers or recall what the resolution were? Also, are you unable to group message when on either WiFi or cellular data separately?

AdamG_VZW
Follow us on Twitter @VZWSupport
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Re: Customer service escalation

Dtone14
Member

Thanks AdamG_VZW. I do not remember the ticket numbers. This has been going

on for quite some time. I'm sure they are associated with my phone #. If

you are able to reach out to me privately I could provide them. The

Resolution was "There is no resolution."

WiFi or Cellular data makes no difference in the issue.

Thanks,

Diana

On Sat, Apr 25, 2015 at 9:55 PM, Verizon Wireless Customer Support <

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Re: Customer service escalation

Community Manager
Community Manager
Dtone14,

Thanks for the additional details. I have since sent you a PM, so that we may take a closer look at the account. I look forward to hearing from you.

AdamG_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!
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