- Jul 14, 2010
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Verizon Rant AND Rave!
At the end of May, I upgraded 2 lines from a Storm1 and an Env3 to 2 EnV Touches. Towards the end of June I rec'd warranty exchanges for both phones (NEW equipment, bad software). A week later, I contacted Verizon and stated the failure of the software. I was offered a choice, 2 new phones same model, or totally different phones.
Droid, here we come! Except....
Couldn't order phones right away because I had to pay my bill, no problem. A "supervisor" CONTACTS ME, and tells me, "I will call you on Friday (yesterday), take care of the payment, and order the phones, and as long as the transaction is completed by 5:00 pm, we will OVERNIGHT them to you so you can have them on Saturday!" GREAT!! AWESOME!! My wife is leaving on Sunday for a week and needs her phone for email for her fledgling business venture.
Friday...
No supervisor call, I call twice in the morning to try to contact her.
I end up having to call while I am driving on the road to complete the order.
My call drops 2 times, 1 rep tried to call back but I was on the line with another rep and missed her call back.
I hang up after being on hold for 8 minutes waiting for tech support (which handles warranty exchanges, but didn't NEED to talk to them, just finish an order WHICH WAS ALREADY DOCUMENTED MANY TIMES on my account).
Talk to ANOTHER rep who, without confirming, without clarifying, without reading the documentation on my account, without speaking to a supervisor, ORDERED 1 "Like-new certified replacement," Env TOUCH!!
I told her to cancel the order, she couldn't, supervisor couldn't, they had to send a cancel request which takes 2 hours.
Supervisor couldn't determine my correct NE2 discount amount.
By this time the 2:00 deadline for Saturday FedEx overnight shipping is long gone.
I call back 3 hours later to try again, NO supervisor is available at 5:00 in the evening, will be CALLED BACK IN THE MORNING, "we are understaffed."
I have to wait to refuse delivery of the P.O.S. that I didn't order to be able to resolve this.
Called FedEx to try to stop shipment of the order. It has to come all the way to the destination be sorted and sent back. This will save maybe, hmmm, a DAY?
After 3 years of paying $100 bucks a month for dumbphone service, 5 years of paying $200 bucks a month for dumb AND smartphone service, all I can say a day later is, wow. Maybe Verizon isn't inflating their prices enough to be staffed adequately or competently.
At the end of May, I upgraded 2 lines from a Storm1 and an Env3 to 2 EnV Touches. Towards the end of June I rec'd warranty exchanges for both phones (NEW equipment, bad software). A week later, I contacted Verizon and stated the failure of the software. I was offered a choice, 2 new phones same model, or totally different phones.
Droid, here we come! Except....
Couldn't order phones right away because I had to pay my bill, no problem. A "supervisor" CONTACTS ME, and tells me, "I will call you on Friday (yesterday), take care of the payment, and order the phones, and as long as the transaction is completed by 5:00 pm, we will OVERNIGHT them to you so you can have them on Saturday!" GREAT!! AWESOME!! My wife is leaving on Sunday for a week and needs her phone for email for her fledgling business venture.
Friday...
No supervisor call, I call twice in the morning to try to contact her.
I end up having to call while I am driving on the road to complete the order.
My call drops 2 times, 1 rep tried to call back but I was on the line with another rep and missed her call back.
I hang up after being on hold for 8 minutes waiting for tech support (which handles warranty exchanges, but didn't NEED to talk to them, just finish an order WHICH WAS ALREADY DOCUMENTED MANY TIMES on my account).
Talk to ANOTHER rep who, without confirming, without clarifying, without reading the documentation on my account, without speaking to a supervisor, ORDERED 1 "Like-new certified replacement," Env TOUCH!!
I told her to cancel the order, she couldn't, supervisor couldn't, they had to send a cancel request which takes 2 hours.
Supervisor couldn't determine my correct NE2 discount amount.
By this time the 2:00 deadline for Saturday FedEx overnight shipping is long gone.
I call back 3 hours later to try again, NO supervisor is available at 5:00 in the evening, will be CALLED BACK IN THE MORNING
, "we are understaffed."I have to wait to refuse delivery of the P.O.S. that I didn't order to be able to resolve this.
Called FedEx to try to stop shipment of the order. It has to come all the way to the destination be sorted and sent back. This will save maybe, hmmm, a DAY?
After 3 years of paying $100 bucks a month for dumbphone service, 5 years of paying $200 bucks a month for dumb AND smartphone service, all I can say a day later is, wow. Maybe Verizon isn't inflating their prices enough to be staffed adequately or competently.
Last edited:
started AFTER I made the pmt. It's all good now. It took some effort, but this VZW sup really stepped up to the plate to rectify a sticky situation.
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