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As usual Verizion has screwed up again.
scubabubble
Enthusiast

So how do I get Verizon people to do their jobs? I upgraded a line on my phone then moved the phone over to another line. Now Verizon has charged me for two upgrades (one for each line). I spent three hours in the Lakewood Washington and Tacoma Washington store and got nothing done other than to call customer service. I called customer service and kept being put on hold. Some of us have jobs and do not have all day to deal with people that do not know how to do there jobs. If I hired some and they had this much trouble being competent I would very quickly have a job opening. At this point I am sick of Verizon if you do not feel like fixing your issues with MY account that I pay you very well for I will be speaking with the BBB and taking my three lines to one of your competitors. Thank you and I hope you have just as good of a day as you have made me have!

Labels (1)
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Re: As usual Verizion has screwed up again.
commonsense101
Specialist

Stop buying phones at indirect 3rd party locations

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Re: As usual Verizion has screwed up again.
scubabubble
Enthusiast

That's helpful thanks. So I guess no one should buy an iPhone directly from Apple if they have Verizon with that logic.

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Re: As usual Verizion has screwed up again.
kaebfly
Champion

As far as anyone purchasing from Apple directly...Apple isn't a 3rd party retailer. They are the manufacturer. In this case, Verizon is an authorized reseller of the iPhone. But I digress.

As far as your issue goes....why can't you contact the original seller? Iif it was via a Verizon store, then go back to that store. If it was online, then keep contacting VZW and ask to speak to a supervisor. If it was purchased through a 3rd party retailer then you need to contact them and see what they did. It is possible that one of the stipulations to your going through them required that the purchased line go on the line the phone was purchased for...adn remain on that line for a certain timeframe. THAT is one of the reason's some people prefer not to deal with 3rd party retailers...if you don't read their separate set of conditions you may find out that the good deal they gave you and caused you to choose them over buying from your carrier or Apple directly in this case comes at a very high cost if you don't follow everything in their stipulations in addition to the normal Verizon rules.

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Re: As usual Verizion has screwed up again.
acraftylady
Specialist

Would be curious to know where you did the upgrades.  If from a 3rd party then you need to read their rules and follow them.  You sign a separate contract besides verizons when you upgrade from a 3rd party, that is why I only buy from verzion.  Mary

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Re: As usual Verizion has screwed up again.
scubabubble
Enthusiast

You are correct in the third party retailer however I bought the iPhone direct from Apple in the Tacoma mall. It was not a third party retailer. "comonsense101" up there has no idea what he is talking about and felt that giving bad advice would be better than learning what the actual issue was. I went to two Verizon stores and wasted my entire day with them to no avail. This is my last ditch effort before I switch to Sprint.

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Re: As usual Verizion has screwed up again.
kaebfly
Champion

This is not the best place to try to resolve your issue because it is a user forum....although occasionally employees from VZW may post in these threads the majority of the responses will be from other VZW customers. With that being said, you aren't being very clear (at least not to me) as to what exactly is occurring when you speak with anyone on this issue. You stated that you went to 2 VZW stores and wasted the entire day....but what exactly happened? You had to be told something...

Also, assuming the Apple retailer you purchased from is an actual Apple store versus an Apple authorized retailer (we have one in our local mall but they are not actually Apple) have you gone back to them and had them try to figure out what was going on? Was the phone activated in the Apple store when you purchased it? Did you put another phone or leave an exisitng phone on the line that you upgraded in order to get the iPhone? What I get from your original post is that you upgraded an existing line that was apparently eligible for upgrade to the iPhone 4s, but wanted it activated on a different line that was not eligible for the upgrade yet. This is done often so that's not that big of a deal. For some reason, you were charged for 2 upgrades (one on both lines)....I assume you mean that the upgrade eligibility date was changed on the line you placed the phone on in addition to it being changed on the line you actually did the upgrade on. If you mean you were charged a fee of some sort what exactly were you charged? (an ETF fee? An activation fee? Full retail for the device?) If for some reason you didn't place another phone on the line that you upgraded in order to get the 4s that might be why you were charged or the date was changed...I'm grasping in the dark but until more details are given that's all any of us can do. If whatever the issue you are having can't be resolved to your satisfaction and you choose to switch providers...and the upgrade eligibility date has been changed for both lines  then you will likely be charged 2 ETF fees to close the account...unless you are still within the 14 day return period. If you are, then you can return the 4s and only pay whatever the prorated ETF fee might be for one or both of the lines.

Re: As usual Verizion has screwed up again.
comeonverizon
Newbie

I will try to answer your questions "kaebly". I understand this is not the best place to do this but I am fed up and want to make sure that other customers know how I have been treated. That is also the reason I have contacted the BBB. I spent another hour on the phone today with Verizon and two hours in the Apple store. The store I bought the phone from is an actual Apple store. Verizon is telling me that I bought two phones which I did not. I bought one phone and as soon as I got it I transferred the phone to another one of my lines that was not upgrade eligible. I then placed my old phone on the other line. Two of my lines now show that I just upgraded. I was told on the phone by customer service today that I had to go into the Apple store and have them call Verizon to prove I only bought one phone. I did that and showed my original receipt to the Apple store employee. The had their manager call while I was standing there and I explained the situation to the best of my knowledge. I then sat there while Apple blamed Verizon and Verizon blamed Apple. At this point both companies say it is the others fault and that it is on the other to fix it essentially leaving me SOL. I will be back in the Apple and the Verizon store wasting more of my time this weekend and if it is not fixed I will be moving to Sprint. I will pay one EFT because that is what I owe but there is no way in hell I will ever pay Verizon for their screw up. Thank you for trying to help "Kaebly".

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Re: As usual Verizion has screwed up again.
kaebfly
Champion

It sounds like it's more of an error on Apple's part than on VZW's. I say this only because you purchased the phone from the Apple store...and in some way they appear to have transmitted info to VZW that 2 devices were purchased. As far as the activation went...did you have the switch done at the Apple store (meaning the Apple store activated the iPhone on the non-eligible account for you and then activated another device on the line that was originally upgraded)? If so, that would further lead me to believe that Apple is more responsible for the error. As long as Apple doesn't own up to you only purchasing one device then VZW will only be able to rely on whatever info was put in to the system for them to see by whichever Apple employee processed your purchase and activations. If you paid with a CC then you should also be able to use that as additional proof that you only purchased one device. At any rate, good luck with whatever happens. I've never heard of anything like this happening so I don't think your situation is a normal representation of either Apple or VZW. I'm not one to act like VZW is perfect by any means...and I believe CS in general has gone downhill (not just VZW).

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Re: As usual Verizion has screwed up again.
comeonverizon
Newbie

I have to disagree when I pay a company $250 a month and have an issue with their service I believe they should feel compelled to do something other than give me the run around. I understand that this might be a one off issue but someone in Verizon should man up and do their job. Oh and Apple did tell them over the phone they have no idea what they are talking about when it comes to selling me a second phone. 

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