Horrific Customer Service

[a0810b]

Hello,

I just horrible customer service experience that wasn't helpful AT ALL. Is there a customer service email I can email an official complaint to and will someone actually read it, and hopefully resolve my issues

[vzw_customer_support]

a0810b, we never want to hear that one of our customers had a bad experience. Please give us the opportunity to make this right for you. Can you provide some details so we can help? We are here and ready to remedy this situation.
RosanneM_VZW
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[a0810b]

I would like to share the issue I am having with Verizon, and the horrible

customer service experience I have had. I am going to share some background

info on my problem, then I will share the customer experience.

I have been a Verizon customer for 9 years, and before that my brother and

I were in high school and on my parents Verizon plan. My parents have been

Verizon customer for over 15 years, and my grandparents have been verizon

wireless customers since who knows (longer than us). I have been living in

my apartment for 1.5 years now, and I haven’t had single. All of my phone

calls etc go directly to voicemail, which I get a notification of when I

leave my house. Sadly, I also don’t get service at work. This hasn’t really

been a major issue to me until recently. Recently I have needed to receive

important phone calls, and not phone calls that can wait 12 hours until i

am out of work or out of my house. I have made a decision to contact

Verizon so that they can resolve my issue, because if 16 hours out of the

day I am unable to receive phone calls and text messages that leaves me

with less than 8 hours when I actually can.

Due to not being able to make phone calls when at home I decided to use the

chat feature. It started out with customer service representative Lacy who

attempted to troubleshoot and let me know that when I sign up for service

Verizon checks to see if my house is in a fully covered area and guarantee

signal and service; however because I just kept renewing my verizon

contract without, stopping it and then starting a new contract they no

longer guarantee signal/service. I voiced how ridiculous that was, and she

apologized and stated that is how Verizon works. I then asked to be

transferred to her supervisor. She transferred me to someone named LaNita.

She told me that I have to purchase a wireless extender and it cost $250,

but she will give me a $75 dollar discount. She then told me if I wanted

further customer service then I need to call 800-922-0204, options 4 then

5. I explained to her that to make a phone call, I have to walk a block and

stand on the corner of Main Street, in the heat. She told me that

Supervisors or people that could possibly help me do not have chat, or

email. That number and those options will take me to a superviser. (I spent

an hour and a half in chat)

I called the number above, the options didn’t work, but I went through the

normal customer service prompt and received a representative, who when I

asked for his name, told me he didn’t want to provide it. I explained to

him that I just spent 1.5 hour on Verizon customer service chat, and they

told me to call this number for a supervisor. He told me to hold on while

he gets one. Shortly after either the call dropped due to bad signal or he

hung up on me. I called back, received a different representative,

explained everything, and requested to speak to a supervisor, I was told to

hold while they connect me. After about 10 minutes he transfers me over to

TECHNICAL SUPPORT. Technical support, the representative's name was

Garisson. He was nice, and attempted to help, during his attempts to help,

due to poor signal it disconnected, and he called me right back (the first

decent customer service I received). He sent me over to Dee or Dean, who

went above and beyond and provide good customer service again (even though

the signal dropped twice while he was trying).

At that time due to spending 1.5 hours with Verizon customer service chat,

and another 1 hour on the phone (while I was standing in the heat to make

this call). I told him that the customer experience up until Garisson and

him has been horrific. I requested an email address so I can share my

experience with someone at Verizon who cares. He told me he didn’t have

such an address. I also told him that I feel I shouldn’t have to pay for a

wireless extender (since apparently that’s my only option for a solution to

have signal), that Verizon should provide it as part of good customer

service, especially since i have had Verizon as long as I have had a cell

phone, and have no plans of switching; however, if that’s not possible then

I would like Verizon to provide a free (for me) resolution to my issue or

pardon my 4 months that are left on my contract so I can find a carrier

that can give me signal where I need it.

Dee or Dean then forward me over to his supervisor Tim (would not provide

last name or employee number). He told me that he had to buy a wireless

extender for his house, and he will discount it further and pay for half of

it ($125) but I would have to pay for the rest. I explained how I do not

feel I have to pay for verizon to resolve my signal issues, that it’s up to

them to provide me with usable service in my home without additional fees

for me to pay. He told me the offer he has made in HIS OPINION is more than

generous. He also let me know that due to the plan I have is not costly

enough for him to offer the wireless extender for free. From a consumer

perspective it made it appear that I wasn’t valued or appreciated etc. I

again requested a customer complaint email. He told me he will not be

providing me with that information. I requested that I speak to his

supervisor or the manager or VP of customer service. He told me that is not

possible. I asked for an email to either one of those. He told me he will

not be providing me with that information. I have requested that I speak to

someone above him. After arguing with me for 45 minutes, and telling me I

can’t do that on several occasions. He finally said that his offer is

reasonable enough and anyone would agree to it. I then offered to renew my

contract with verizon for another 2 years and get a free wireless extender.

He told me it was unreasonable, and his offer is more than reasonable.

After saying why should I pay for the extender while still paying monthly

fees to Verizon just to get the monthly service I am paying for. After a

long time of arguing, and requesting his supervisor he finally said he can

have his supervisor call me tomorrow. I explained again that I am standing

on a corner of the street to get signal, so his supervisor calling me while

I am home will not work for me. I asked Jim, for his supervisor contact

information, for example if i don’t get a call etc...how can I call back

and get his supervisor. He told me he cannot provide me with the

supervisor's name, or reference id, or email. I asked him if it was a

procedure to not provide customers a way to contact his supervisor and he

told me no, it is not a procedure, but he is making a judgement call to not

provide that information. He will have them call me tomorrow. Conversation

with Jim lasted 45 minutes. Jim also at the very end offered a refurbished

net extender for 49.99. I let him know that if this was offered before when

I first contacted customer service I would’ve accepted it without a

question; However, after i spent hours and hours of my time (part of which

was standing on the corner in the heat) to make a call to try to resolve

this, to receive horrible customer service, then be told I wasn’t a valued

customer etc… That offer is no longer acceptable.

To summarize, I have received horrible customer service, I am still unable

to receive phone calls while at work, or at home. I do have an option to

receive calls at home, that is to pay Verizon for a wireless extender. I am

paying monthly fees to be able to make and receive wireless phone calls

(that includes when I am home or at work!); If I am unable to do that why

have Verizon as my carrier?

I definitely feel that by being with Verizon for so long, dealing with

horrible customer service constantly (previous time was when I tried

switching devices). I should not have to pay to be able to use my phone at

home. I also shouldn’t have to stand on the corner of a street in this heat

to call customer service, stand for way over an hour, and to get really

shitty service. I do not want to switch, I until recently haven’t had an

issue with Verizon; however after my recent dealing, I am strongly

considering switching to a company who will actually value my business as

well as my family's; A company who provides customer service, and values

loyalty. I also had no plans on switching; however after this email, I will

be looking into other carrier, and that’s really unfortunate.

I hope this letter doesn’t just help me, but help you place much needed

procedures in place for customer service, so that someone like me, wouldn’t

have to go through such a hassle, and waste hours of their time.

Kind Regards,

Alena

On Sat, Aug 29, 2015 at 7:49 PM, Verizon Wireless Customer Support <

[comeOnMa_an]

You may not find my feedback helpful now, however,  it might be helpful for future considerations. 

2 Things:

1.  I have also experienced less than expected customer service levels with Verizon Wireless employees.  That being said, you also need to recognize your responsibilities as a "loyal and good paying customer" include reporting technical service issues in a timely manner.  This goes for any type of service you pay for, not just cellular.  That allows for the representatives and even supervisors that make "judgement decisions" to understand how much of an inconvenience this really is for you and provide you with a resolution that makes sense for both parties.  When you wait to report technical issues, especially this long, you are contributing to the representatives inability to reasonably meet your expectations.  [[ Ordering a pizza for delivery on Monday and calling the Pizza company on Friday to tell them that the Pizza is too cold to eat now.  Then demand a free Pizza that stays hot for when you are ready to eat it would be unreasonable. ]] 

2.  Knowing that you do not get very good cellular reception in the area you are in,  try to avoid placing important calls from said area using a cellular phone.  Especially, when you are outside in the heat.  Use a land line in air conditioning instead.  These are things that you have the ability to control.   The Verizon representative can't help you with that.

[a0810b]

1) Since I am attempting to resolve the issue now, Verizon has been less

then cooperative. I am not asking for back pay etc. I am trying to resolve

this issue now.

2) I don't have a phone line at home and do not plan on getting one. I also

do not make personal calls at work using the company phone.

[comeOnMa_an]

I understand what you are trying to do.  You are trying to get assistance from Verizon Wireless with the lack of coverage you have always had at home and at work.   When they provided you with the wireless network extender as an option you felt as if they should provide it to you for free.   The reason you feel this way is in part because you have been dealing with your lack of coverage for so long and also because you either forgot about or just did not fully read your service agreement with Verizon Wireless.   I will copy and paste the pertinent information directly from their website below:

"Wireless service is subject to network and transmission limitations, including cell site unavailability, particularly near boundaries and in remote areas. Customer equipment, weather, topography and other environmental considerations associated with radio technology also affect service and service may vary significantly within buildings. Some information on service outside the Verizon Wireless proprietary network, and we can not vouch for its accuracy."

Regardless of when you tried to get assistance from Verizon Wireless for their network issues where you live,  the network extender is the only option that technical support can provide to assist you.   Whether or not you reported their coverage issues sooner,  they still would have charged you for the network extender. 

The point I was trying to make with my original post reply to you is that you are responsible for most of your frustrations surrounding this issue, not Verizon Wireless.  Therefore you should take advantage of the concession that they offered to you and either pay a discounted price for a new network extender or get a refurbished one.   I am certain that all of the customers that read and acknowledged the network coverage limitations were pleased to atleast be given the option to purchase something that could fix it.  Especially those who called for technical support immediately.  Failing to report your trouble sooner does not entitle you to get preferential treatment over other customers with the same issue.  In your case they still tried to accommodate you even though you agreed to the network coverage limitations as part of the deal for service.  I feel as though they have held up their part of the deal, and then some. 

Think about all of the customers that paid full price for a network extender because they understood the deal. Nowhere in the agreement does it state that people who wait to report their trouble with network coverage are more entitled to concessions than others.

Good luck to you.

[johnmay]

Why I was stupid enough to renew my contract with Verizon wireless is completely beyond me... I have a regular iPhone 4S it cost me $109 a month. All my friends are on different networks and my phone is $48 more expensive the next most expensive friend. They charged me $35 to upgrade from 2G to 3G and $10 more a month. The only thing I can say is I can't wait till December 9 when my contract with this company is finished...they are ripoffs!