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7.5 hours on hold so far, your customer service is terrible

Member

I've now made 6 phone calls, been told I'd get a call back by 3 different people who claimed to be supervisors, sat on hold for over 7.5 HOURS total, culminating with 57 min on hold tonight while being transferred between SIX different agents in financial services (i requested customer service and my bill is NOT past due) before BEING HUNG UP ON. 

This wouldn't be so sad except the last "supervisor " I spoke to said "let me put you on a brief hold". 36 min later HE HUNG UP ON ME. 

I tried to call Sunday,  40 min on hold, no one even answered, it was 1pm. 

So here's the deal- since there's no way to directly email anyone at your company I'm reaching out here. Either someone contacts me within 24 hours or I'm canceling my 4 personal lines and 6 business lines. 

A company can't stay in business w garbage customer service like this. 

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Re: 7.5 hours on hold so far, your customer service is terrible

Sr. Member

So what's your issue?

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Re: 7.5 hours on hold so far, your customer service is terrible

Member

My issue is they sold my niece a phone that has known issues for losing the internal booster chip. Shes on her 3rd one in as many months. It's a known issue on a phone they won't carry anymore. They need to either give her credit towards a new phone or replace it with a different model. Then credit her for the 3 months where she's only had internet for less than 3 weeks....she's a student and has to drive 20m into town to use the wifi at fricken McDonald's!

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Re: 7.5 hours on hold so far, your customer service is terrible

Sr. Member

There's a 14 day return window if this was an issue from the start. If it's a manufacturer issue within the first year, you can get a replacement from Verizon via level 2 tech. If the phone is older than a year, this is where extended coverage from insurance (or standalone extended warranty) comes from.

If you don't have a your warranty or extended warranty, there really isn't much Verizon could do besides sell a new phone. For known phone issues, you could reach out to the manufacturer of the device for help to see if they could do something.

If you must buy a new phone, the 2020 iPhone SE and Google Pixel 4a are the go to budget phones.

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Re: 7.5 hours on hold so far, your customer service is terrible

Member

The phone has a 90 day warranty from LG, I've spoken to TWO l2 "customer service " people who claimed they would fix the issue. Neither  followed up as promised.  So im back to sitting on hold again. I appreciate your attempt at helping,  but the only ones who are going to resolve this work for Verizon. Unfortunately I just can't seem to get through to them. 

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Re: 7.5 hours on hold so far, your customer service is terrible

Customer Support

Pbgunrunner, we are truly sorry to hear about your experience.  Making sure your niece has a properly working device is vital. Your time is valuable and we are here to help. We have sent you a Private Message. Can you please respond to that message? Thank you.

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Re: 7.5 hours on hold so far, your customer service is terrible

Customer Support

Pbgunrunner, We are sending you a Private Note. TerranceT_VZW

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Re: 7.5 hours on hold so far, your customer service is terrible

Member

Contact me at your leisure,  you can now add an additional 2 hours to the mess. I spoke to a nice gentleman named Doug, after holding for 40 MINUTES.  He messaged his supervisor and spoke with her, she was going to give me a call when she was free. Then he set up an appointment with tech support for 1230, and said HE would personally take himself out of the call rotation and call me back before he got off to make sure i was taken care of, can you guess how many calls I received? 1? 2? 3? How about ZERO. AGAIN. So yeah, you have my email and my cell phone numbers. Call me when YOURE free because I'm done waiting on hold. 

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Re: 7.5 hours on hold so far, your customer service is terrible

Member

So its now 9.5 hours on hold, 1 hour on the phone w a rep who was relaying messages from his manager via txt,  who then set an appointment with tech support and promised to call me back after. No call from tech at our appointed time, no call back from him or his supervisor after. I wish I could say I'm shocked.

So I start getting PMs here from "customer service " reps telling me how much im "valued as a customer " 11 of them, all of which ive replied to, explained over and over what the problem is and how to fix it. Now nothing. I REALLY appreciated the last one though,  the one who thought the best resolution to this was to send me a link to the retail page so I could BUY A NEW PHONE TO REPLACE THE LAST ONE THAT DOESN'T WORK. I dont know whether to applaud them having the nerve to do that or just give up. I've now told them they have until Friday pm to resolve this or I'm moving my personal and business lines off of Verizon.  

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