complaint

[AMAHUT17]

To whom it may concern,

                I
am writing in complaint to the customer service I have received with technical
support as well as the Verizon retailer. I purchased a Galaxy S7 on Friday Sept
7 at the Pataskala Verizon Wireless store on Corylus Dr. The gentleman working
was extremely helpful with everything and my new phone took very little time.
The phone worked great until I did the Samsung update on 9/22. After that I
lost any 4G data so signal would only be 3G with 2 bars anywhere I went. The
bigger issue was that the phone was overheating and the battery would only last
8 hrs at the most. When I looked at the battery usage the Android system was
using 70% and the phone would restart on its own multiple times during the day.
I went to the same Verizon store on 9/28 where the same gentleman that I bought
the phone from was working. Again he was very helpful and said I needed to get
in touch with the technical support since it was a Samsung issue. He explained
that the Android system looked like it was just constituently running draining
the battery. I talked to a Grace in technical support for over an hour and
ended up doing a factory reset. She gave me her contact issue and said to call
back if it was not fixed. I called back the next morning since just driving to
work drained the battery 12% in 20 mins. Grace was unavailable but said she
could help me from there. I apologize I missed her name. Again we factory reset
the phone and left it as new until 1:15 when she was to call me back to check if
it was working and if not would issue a new phone. The phone drained the
battery by 10am (so lasted 3 hours) all the while was too hot to touch to make
calls. At 1:45 I had not heard from anyone and call technical support again.
This time I was transferred to a Jeonnay (I think was spelling) who said the
previous person was busy (after looking at the account notes) and she could
help me. I plugged the phone into the computer and she helped as much as
possible with my poor mobile data and computer issues. At the end of the
conversation she gave me 2 options. One was to return the phone to a Verizon
store under the battery overheating warranty or she could ship one but the
store would be faster to replace. I opted for the store since I was on call the
weekend at work for surgery cases and could be there by 5pm. She said all the
notes were in there for them to access and she could be called for any help.
This all seemed ok with me til this point. Everyone was helpful as best they
could to resolve the situation I thought was resolved at that time.

                I
arrived at the store at 5 pm to switch the phones. The gentleman there told me
that stores could not do this and that he had no access to notes on the
accounts. After asking if he could call Jeonny he called I guess his manager
who was also confused and didn’t know how to see the notes either. He said to
call technical support. The gentleman called technical support then while he
was speaking to his wife about pumping gas at a gas station. He proceeded to
tell me that he was sorry but his wife took priority while he asked her if she
had to pay for spilled gas at the gas station. He also informed me he was born
without an empathy gene and has been wrote up for saying [Removed] to a technical
support person so they did not like him. The technical support person read the
notes and was also confused. He said this happens a lot which is also very
disconcerting. He could mail out a new phone but it would not arrive til Monday
at 8pm now since it was almost 6pm (yes was in the store for an hour with no
help). The phone battery now lasts 2 hours which is not conducive to being on
call and attached to the charger for the phone. After speaking to my
supervisors at The Ohio State University about the customer service at Verizon
it was deemed that I could not be on call this weekend and they would have to
find a fill in. I have now lost a total of 6 hours of my time trying to resolve
the issue as well as a loss of $212.60 in on call pay not to mention if I got
called in for a surgery.

1. I am extremely disappointed on how this was all
   handled and now am stuck til Monday waiting on a refurbished phone since the
   Samsung update that was prompted to me started this issue. I would have also
   had it all resolved by Friday at 8pm if I would not have been given 2 options
   that were not true options. All the notes are on the account per technical
   support that no one has access to apparently. This was all a complete waste of
   time and money for me as well as the company. If this is how business is conducted
   with anyone including a long standing client I am appalled. I was going to
   after this issue was resolved going to add internet and cable through Verizon
   but have decided to go with another customer service based company. I am sure
   only having a mail in complaint department helps. Kind of ironic for a
   technology based company  I will be sure to
   spread the word of the poor customer service through the University and
   community. I will not be going back to that retail dealer over that one
   gentleman.

Profanity Removed as required by the Verizon Wireless Terms of Service​

Message edited by Verizon Moderator
 
 
 
 
 
 
 
 
 
 
 

[vzw_customer_support]

AMAHUT17,

Your experience concerns us here at Verizon. I know how important it is to have a working phone. We always want to provide accurate information to our customers. In regards to your phone having these issues we may need to get a replacement sent out to you. Was a replacement ordered on your account?

JasperM_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!