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Re: 1-800 frustration

jp1218
Member

Frank most likely got a raise.  This is typical Verizon customer service.  I have been going through similar issues.  They just don't care.  "Run don't walk away from Verizon".

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Re: 1-800 frustration

Community Manager
Community Manager

Hi jp1218,

We do care! We are here to help out! Please let us know what's going on? I am confident we can work this out. Keep us posted.

Thanks, BobbyS_VZW
Follow us on Twitter @VZWSupport

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Re: 1-800 frustration

relliktra2
Member

You want to help, get better phones! I am going to have to switch to AT&T because they get the lastest Windows Phones and Sony phones. I'm tired of only being about to select from a Iphone, Motorola or some galaxy crap!

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Re: 1-800 frustration

Community Manager
Community Manager

How we wish we could grant your wish right here and now, relliktra2! We value your opinion and we hope to provide the devices you want in the near future.

TamaraH_VZW
Follow us on Twitter @VZWSupport

Re: 1-800 frustration

FunN4Lo
Member

My issue was finally resolved, but read on, I am still looking for help. I have been lying low until it was actually fixed. I was afraid another promise would not be followed up upon, the same as the promises before. I was afraid if I angered someone they would purposely put the stop to the fix. The ball was dropped enough times on previous promises; I was beginning to believe it was intentional. It was getting hard to imagine any company could drop the ball so many times by accident.

Out of the multiple people that I had contact with in 1-800 hell, and at my local store, I believe only 2 maybe 3 demonstrated any real interest in helping me. The ones that seemed concerned and baffled at what was going on did not appear to be empowered to handle the situation, or knowledgeable enough to find a resolution to the issue. The rest were apathetic at best.  At worst, they made the issue far, far worse than it ever should have been.

I don’t believe the measure of a company is that they never have an issue. I believe the measure of a company  is how they handle an issue. I still believe someone at VZW must care that when you take into account the volume of people that couldn’t or wouldn’t help, as compared to the ones that tried, and the ONE that finally did, that their customer service resolution model is upside down.  Even if you throw out the premise of wanting to help a 14 year long dedicated customer, they wasted a TON of payroll on these folks that did nothing, or made things worse.

Frank, the AD (which I finally learned means Associate Director) is the biggest culprit. If there is an Associate Director, I assume there must be a Director. I will be on a quest to find that person. I you can help in the quest, I would appreciate it. I do not wish my experience upon anyone, and I certainly do not want to have to go through this again myself.

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Re: 1-800 frustration

jp1218
Member

Its a real shame after paying good money for this service that you are afraid to call customer service.  I wonder if Verizon upper management knows what's going on.  If they do the entire customer service management team needs to be replaced.  If I was a shareholder I would be concerned.  I wish someone with authority in the organization would contact me so I could tell them the experience I have had.  It has been so horrible I have shut my phone off.  In 2 weeks all 4 of the phones on my plan will move to AT&T. 

It's a pity that for $150 Verizon will lose thousands of dollars because none of my friends or family will use Verizon going forward.

"Run don't walk away from Verizon"

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Re: 1-800 frustration

Not applicable

Why do I think this post is a sham?

In every single post here you have never said what your issue or problem was! And still haven't.

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Re: 1-800 frustration

FunN4Lo
Member

I am not sure why you think this is a sham. I have said what my problem was in every post... it is lack of follow up on every promises made to me by the folks in VZW's 1-800 hell. I have also said that I was not here looking for a solution to my phone issue, I am looking for a solution to navigating 1-800 hell.

If you must know my original issue that prompted my original call, my phone was a Bionic. That probably tells many folks all they need to know. It took a year+ for VZW/Moto/Google to get any Bionic to work right. Mine took longer because it would not accept any of the OTA updates .Every OTA I had to go through a painstaking process in 1-800 hell to get to Moto's tech to get the OTA. So after a brief period of functionality, the phone started giving me more huge issues. LAAAAAAAAAAAAAAAAAG, SLOOOOOOOOOOOOOOW. Read any Android tech blog, you will see multiple posts on SLOOOOOOOOOOOOOOW Bionics. Multiple calls to the tech line could not cure the issues.

My focus then became getting a new phone early. I have been a VZW customer for 14 years with multiple lines and $250 a month bills, for the last 10 years. I was 2 months away from an upgrade and didn't think this was a huge request, giving my past history. But I was wrong. Asking for an early upgrade for a dedicated 14 year customer, with 2 years of issues, was like I asked to sleep with someone’s mother.

After multiple calls, Frank the AD, approved an upgrade. Then he did not follow up. The he did not follow up again. Then he did not follow up again.

After 10 more calls, I finally found someone that listened and followed up. (not Frank) I now have a new Galaxy S4 from VZW at a Best Buy price. But no one should have to endure the promises that were made and never followed up on. I don't want to have to deal with that should I have a future issue.

Call me crazy, but I think people should do what they say.

So.... I am NOT looking for a solution for my phone. I AM looking for a solution to navigate 1-800 hell to hold people accountable. I hope this makes things clear.

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Re: 1-800 frustration

Not applicable

Yes it does.

However in this case no one here would have been able to get you an early upgrade. So yes in that you are correct.

Sorry you had gone through so much.

Good Luck

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Re: 1-800 frustration

jroeder
Sr. Member

Well, if your issue was able to be handed by who you spoke with they would have handled it on your initial call. Verizon reps should stop saying they will call customers back because they don't. Why don't they we all wonder? Reason 1 is because they are inbound reps, so they primarily only take calls, not make calls. Reason 2 is because they would still have the same answer as when you first called them, so there is no reason to call you to tell you what they already told you.

With that said, the main reason you were having trouble is because you were trying to get them to bend the rules for you. And I'm sure if all the customers that Verizon turned down for early upgrades knew you got one.......they might possibly be extremely upset with you and Verizon.

So yes, they lied to you that they would call you and that's wrong. But you were asking for something you should have never got and so you should be thankful they let you do it, regardless of how long it took to bend the rules for you.

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