Re: How to file a customer service complaint?
sheldon71
Enthusiast - Level 2

Duplicate post - please visit:

https://community.verizonwireless.com/message/1034198#1034198

Message was edited by: Admin Moderator

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Re: How to file a customer service complaint?
tikibar1
Community Leader
Community Leader

  and 

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How to file a customer service complaint?
dcorreia9882
Enthusiast - Level 2

Yesterday I went into the Verizon Store in Boston.  My son dropped his phone and it broke.  I needed a new one.

The sales people told me I wasn't eligible for an upgrade (which I knew).  So he points me to the phones and says he can try and save me something.

We look at a $399 Full Retail price phone.  He looks up my account, says I've been a customer for 22 years so he can maybe talk to his boss and get it for me for around $300 + tax.  At this point I don't have many options and agree to the price based on the prices I see next to the phone. Tells me it also includes a $50 mail in rebate.

He then tells me he has to check with the manager, comes back and says he can do it and that it includes some extras.

He gives me a screen protector, case, spare charger and a mophie juice pack.  All part of the deal he says.  Stupid *** me left satisfied.

Total came to around $311, he had me sign a receipt on an iPad but didn't show me the details.

Today I want to mail in for the rebate, log into my account for the receipt and the phone is actually $149, but the 4 things this scumbag added were about another $140.  All the time he made me feel like I was getting something because I am a 'loyal customer' (his words) he was doing nothing but adding all kinds of things to the price.

Would it have been too much for him to say the phone is $149.

I've never felt so deceived as a customer.  I have 4 phones on this plan, as each one expires I will go somewhere else.

Treating people like this must be this scumbags way but I won't put up with it.

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Re: How to file a customer service complaint?
Not applicable

http://www.T-Mobile.com

They have a pay off your early termination fee program. However you will need to trade your devices in and buy new devices to use on the service.

Good Luck

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Re: How to file a customer service complaint?
vzw_customer_support
Customer Service Rep

Dcorreia9882 you have been a long customer and we truly appreciate your business throughout the many years! We never want you to feel as if you have been taking advantage of and certainly want you to have the best value!  To make certain that I am clear, did you purchase the device at full retail since you aren't eligible to upgrade or did you renew your contract? The reason I ask is because prices listed online are the 2 year promotional pricing for those that are eligible to upgrade.

AshleyS_VZW
Follow us on Twitter

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Re: How to file a customer service complaint?
dcorreia9882
Enthusiast - Level 2

I renewed my contract, but that doesn't matter because again, the price on the receipt for the phone was $149. So that is the price he sold it to me for. He then added almost $150 of 'extras' I didn't need (and have returned ) to try and get a $300 sale.

Also I am still waiting for a call back on a ticket I opened last week about how bad the reception is in my home area.

The level of incompetence you have reached is epic. I don't know which is worse, the constant lies I am being told or the blatant attempts to rip me off.

But since I see you have made billions in the the last quarter who cares if a few long time customers are offended by your deceptive sales and incompetent support.

Re: How to file a customer service complaint?
vzw_customer_support
Customer Service Rep

dcorreia9882,

Thanks for the details! It sounds like you did get the phone at the discounted two-year pricing. The receipt should have detailed the phone's price and the individual price of each accessory. Regardless, I'm disappointed if this representative wasn't upfront. Do you remember the store location and/or first name of this representative? We can definitely submit feedback. We do appreciate your business and we strive for integrity, honesty, and a world-class experience each time. I'm sorry if this was not the case.

Regarding your resolution ticket, this may still be open. Typically, they only take a few days to resolve but can sometimes take longer. The representative who created the ticket should be contacting you back when it's resolved; however, anyone in our Technical Support team would be able to review the ticket status and details.

ElizabethE_VZW
Follow us on Twitter @VZWSupport

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Re: How to file a customer service complaint?
Brycedaddy
Newbie

I too had a really bad experience with customer service last night... long story short, I call the Verizon store to see if I can get an upgrade 3 weeks early. I am told no, HOWEVER, Best Buy is able to do that. I head up to BB and after being told by several Verizon customer service reps that YES, I would be able to get my upgrade last night, after being on hold for over an hour with them, I was ultimately told NO by someone from a call center in upstate New York that would not give me their name.. I was REALLY upset and when I told the rep that I have no problem going over to AT&T and her attitude was one that she didn't care. Get it together customer service...unless you want me to go give AT&T my $6000 over the next two years.

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Re: How to file a customer service complaint?
Jakeman1
Master - Level 1

So this is pretty simple. Take the Extra stuff that you were tricked into buying back to Verizon with your receipt (print it from the Verizon Website) and return it. You will get your 140 back and have paid the less expensive price for the phone.

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Re: How to file a customer service complaint?
jroeder
Specialist - Level 2

Verizon does not offer early upgrades. 3rd party companies, such as Best Buy, have special promos. So if you talked to Verizon directly, they cannot give you the same things Best Buy can.

This is a free market, go to the provider you want. Verizon does not care if you leave, neither would AT&T etc.......

Large corporations are not going to bend over backwards for one customer, that's the way it is nowadays.

Good Luck

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