No one can help adding a line to my account.

Member

Good Morning all, 

I have had Verizon for the better part 6-7 years now. The only problems I have are dirtty service on americas highest rated beach, and if I travel, a network reset is a must for any device I took with me.
I have 2 phones, a tablet, WiFi hotspot, and a watch. I recently bought a new car, 2020 Toyota chr. 

I took the car into the Verizon store, actual Verizon store, NOT THIRD PARTY RETAILER, to hook up the WiFi service to my car. Toyota has on their website that you can choose At&T or Verizon. When I took it in I said, “I might want to add this and take off my hotspot line.” The representative told me he needed the imei number. I said. No, I’m unsure if I want to start the line, just want a quote to how much it will be. He said he must have the imei number to give me a quote. I informed him, that I don’t want to give it, he said he can’t give me a quote then.
So, I give it to him. He proceeds to tell me it’s the wrong number. He is unable to give me a quote. He gives me a number to call customer support to shut off the WiFi, but I was only doing that if I could get it in my car. 

the representative then proceeded to CALL VERIZON. The store couldn’t figure out how much the line would be to give me a quote. 

when we were on the phone with Verizon at the Verizon store, the representative said that HE COULD get me a quote, as long as I’m ok with a credit check, I said no, I already have an account, I’m looking to add/sub one line. 

after about five minutes, (his words) I finally allow him to do his job and run my credit. He comes back to tell me that I can add that line. I ask how much would it be, he is unable to tell me without adding it to my account. So, I then had to give him the imei number, for him to tell me that the imei number is incorrect and he is unable to give me a quote. 

I was in the Verizon store at about 1300 and I did not leave until about 1530. The manager kept trying to send my sales associate home but he was trying to help, near the end anyway. 

the two store associates and the phone operator on speaker ending up talking and making a good “guess” that it would cost me about $20 a month. Im at The store and talking to them over the phone, and are unable to figure out how to hook it up. After all that, I just said do it, and they can’t. It’s sad that the Verizon corporate has no say in anything and has to call Verizon phone support for help, give the power to your people Verizon, if I wanted to talk on the dang phone, I wouldn’t have went to the store to talk to someone to do it that way

Long story short, I would like to add a device. I’ve given them imei numbers I had my credit run as a current customer, and no one can tell me how much or if I can even if I can use it. 

 

 

who do I talk to next? Any ideas anyone?

 

thank you all for you time to read this and any help ahead of time  

JCP

 

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Re: No one can help adding a line to my account.

Member

Another dead end. Thank you all. Appreciate all the help. 

View solution in original post

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Re: No one can help adding a line to my account.

Sr. Member

No one is really going into a Verizon store for car internet. Store rep probability called regular CS instead of the one meant for car service and wasted everyone's time.

If it's not a phone activation, store reps aren't going to be helpful. Anything remotely challenging will get dumped on a phone rep.

Re: No one can help adding a line to my account.

Member

That’s basically what the rep said. They have no power. I’d rather talk to someone then talk over the phone. I’m not a phone person. 

no choice for me apparently, thank you for your time in this matter. 

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Re: No one can help adding a line to my account.

Member

Is there no one else I can call? Nobody who can help?

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Re: No one can help adding a line to my account.

Member

Another dead end. Thank you all. Appreciate all the help. 

View solution in original post

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Re: No one can help adding a line to my account.

Customer Support

Good Morning, before anything, thanks for your 6-7 years of business with the company, we appreciate your loyalty. We are sorry to read about your recent experience. Customer satisfaction is our number one priority. We send you a Private Note.

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Re: No one can help adding a line to my account.

Customer Support

I am sorry for the hassle this has caused as we always want to make it easy to do business with us. We do have a dedicated Sales Team that handles the Connected Car service for Toyota. I understand you would prefer not to call but it would be best to reach them at 866-484-9161.

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Re: No one can help adding a line to my account.

Customer Support

This is concerning to hear, we need to take a look at what's going on for you. Please send a Private Note. 

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Re: No one can help adding a line to my account.

Customer Support

We are not giving up, Spartanplay. What was the outcome of the phone conversation? Is the IMEI still not being recognized? -ChrisM_VZW

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