It is egregious how bad the customer service is.
I switched over to Verizon about a year and a half ago due to my wife's plan with her family expiring. When our plan was set up, we were looking to get the insurance plan, but after 5 hours of waiting and trying to get things sorted out with customer service in the store, the representative told us that we received a free upgrade for all of the hassle we had to go through in getting the phone set up. He told us that this would be basically a substitute to the insurance because if anything broke we could just take it in to get a free upgrade to a new phone.
Fast forward a year and 4 months when my wife drops and cracks her phone. We called the service center and they claim that there are no notes in our account about any such free upgrade. When I go into the store to talk to a manager, they are not present, so I leave my name and number for them to get back to me the next day. After about a month of waiting with no calls, I go in again and finally the manager is working and we have a conversation. I start by telling him my story and he acts as if I am lying to him and says that he was not working at the time I bought my contract, so there is nothing he can do. So after I insist on a call to customer service in the store, they say the best they can do is to waive the $40 extra fee it would take to upgrade our phone. Apparently we are out $300 because we trusted the customer service representative and it is our fault. Well I guess that $300 upgrade just cost you my $200 a month I am currently paying for service.
