Verizon review: poor customer service 8

I recently have been thru 3 Blackberry Tours in 99 days. I am now going on my 4th. The last time I called in to get a replacement phone...Verizon told me that I would be able to get a free upgrade if this phone fails me in the next 90 days, and to call as soon as I start having the problem. The 2 that I have owned have all had trackball problems! Sooooo...this 3rd one I called them immediately to tell them it was an intermitent problem. They informed me that I was 9 days past my initial purchase of the phone so they would not send me a new phone to replace mine that I currently have. I would have to take a refurbished phone? I asked them about the free upgrade since I had been thru 3 of them. I was informed that I could not upgrade until I had a problem with this new one they are sending me. Mind you...they told me when they sent me this 3rd one out that if I had a problem in 90 days they would give me the upgrade! Honestly...I don't really want an upgrade...I like the Tour! But, I am sick of the problems. Here is where it gets better! They told me that if I sent my phone I currently have back to them and it tests out that it does not have a problem they will charge me for another new phone! I told them the problem was just starting and it was not all the time at this point with this phone. Needless to say, I am now getting my 4th tour...a refurb, and they basically told me sorry about your luck! Nevermind, that I have been with them since the beginning of Verizon!
This is funny too... I told them that when I had the problem last time that there were no phones available at the time to upgrade to! Of course since the Droid came out in the last month I told them that a friend of mine has the Droid and I am not crazy about it (and I am really not) but I would be willing to try one just because it is suppossed to be the latest greatest and that would be a realistic upgrade. Well, they informed me that it was not an option..although it cost the same as the Tour when I bought it? They treated me like I was making up that I had a trackball problem to get a new phone! If ATT service was not soo bad I would change tomorrow! I have NEVER dealt with a company EVER that was soooooo unwilling to work with a lifelong customer! They need to start making phones that equal the minimum specs that they sell...or start standing by their junk phones!

I agree with you they are the worst. I have been with them since they started. Did you ever notice that they do nothing for the long term customers. If you are new they will roll out the red carpet make all kinds of promises and then they have you. Watch your bill for all of those hidden fees that they claim they talked to you about. I had the similar problems with my new droid. They do not stand behind anything. They will blame it on the phone if it is a tower problem. They will blame the billing on you when it was the unethical sales person who added something that was not agreed upon in the contract. Make sure that you really look your bill over because if you go past 30 days and there is something there that you do not agree with, they will say too bad you should have called us when it first appeared. Now you agreed to having it there because you didn't say it earlier. You should file a complaint with the State Attorney General, BBB or Public Utility Commission. You will find that many others have been victims like you. Also google Verizon Lawsuit:

I am so sick and tired of Verizon Wireless inability to provide a good customer service people. The entire customer service dept from the phone people to the management personal all SUCK. The Equipment sucks I don't understand how they stay in business

Its because they don't make the equipment. they only sell the service... and if you call in and talk to them like you sound on you post...no wonder that you dont get good service...

I have on several occasions gone into the Verizon store also spoke on the phone to customer service only to meet up with incompetent personnel working and managers. I had an issue with billing the first time. The other few times were issues with an upgraded phone. No help from the company. Even customer retention was a joke. The only advice I can give is stay away from Verizon. I am a happier customer with Sprint.

I had the worst customer service today while dealing with so called "supervisor" of Customer service in Verizon Wireless today. I have Droid thunderbolt phone and less then 6 months ago the phone stopped charging. So I called and had the phone replaced. Now the same thing happened again. I called yesterday (Thursday) and a really nice gentleman advised me that it might be the battery issue and sent me a replacement battery. I have received the battery today, only to find out that the battery is not the issue. The phone is STILL not charging. I called back and was told that the only thing they can do for me is send me a phone replacement and i will get it on Tuesday. Today is Friday so that will be 6 days with out the phone. My issue with this whole thing is that this is the second time this phone needs to be replaced in 6 months! And the first time it was replaced my co worker, who has the same model of the phone, had the same exact issue. There are forums on Verizon about that exact model with people going through the same thing. To make the matters worse, the supervisor did not seem that he cared about my issue AT ALL. He was rude, and obviously couldn't care less that i have to deal with this twice in such a short period of time. I explained to the supervisor that the issue should have been taken care of yesterday when i first called and i should have had a new phone by now instead of a battery that was never the issue in the first place. He said he wasn't the one who talked to me yesterday, so he really doesnt care in a way. I asked if the device can be replaced with some other model, which would be more reliable.. Of course the answer was no. They can not replace my phone at the store either, so I have no choice but to wait for a week to be able to actually call someone. I was not rude and was just looking for someone to help me, but only got someone who obviously doesn't care. I was offered to upgrade another line i have on a plan and get a phone that way.. But why would i do that, to pay more money and sign another contract for 2 years. No thank you! After being treated the way I was today, i want to cancel my all four lines as soon as the contracts are over. I was offered no credit for all the inconvenience, no apology and was talked to like my business doesn't matter at all. So i will take my business elsewhere as soon as I can. And when i brought up the issue that so many people have the same issue wit this phone i was told that i can put in any model of the phone and find a lot of things that are not true written about it. It is true if it happened to me and a friend of mine, to me twice, in a matter of months Horrible customer service. I couldn't be more unhappy with the company.

MYSELF AND i HAVE BEEN CUSTOMERS FOR APPPROX 12 YRS BEFORE THAT AT At&T i prefer verizon & had no problems until now and very unhappy with them, the store told us they werent making the lg phone with out internet so i purchased another and not happy with the phone at all. hate touch screen cant hear phone ring even though set on high ao i miss messages had thet told me a few weeks after buying my phone i went back into the store to try n exchange it i had surgery&didnt know i only had 14 days i was in my 6th day over & they were rude n got the phone i wanted was there they did infact get in! said they couldnt do anything at all or when i called te phone company&there was nothing they would do! we have been loyal customers all these years, to have to be stuck with this phone for the next 2 years i hate does not seem fair as i didnt know it, i was having surgery n couldnt get back, however would have had my husband bring it in.i was under the inpression i had 30 days with At&t i had, however verizon is only 14 days, we ve been loyal customers of verizon to be so unhappy about this!

Have spend hours on the phone today talking to a number of tech, tech supervisors, customer service, customer service supervisors, ie: William, Steward, Srefene, James ect. calls dropped, told i would be called back. That did happen once from a James but he has not called back since the last drop.drop. Nota with the rest.
Started early this morning and it is after 4:00 pm. I have been on hold on both cell phone and home phone all day, some times both at the same time, trying to find some one to help. Casio don't answer their phone for me or verizon wireless. So my home phone is on hold waiting on Casio over past 2 hours, since the last call to them, recording says all the operators are busy. I have put up with poor customer service for years and think myself stupid for putting up with all the incompetence. Techs that don't have a clue and supervisors who pass the buck.
James was going to do a replacement but the call got dropped. I called back and was told they could do the replacement James told me about, then said they could not. Same old run around. Every time I call I get a different call center who don't want to pass me off to a supervisor who can find out what's going on. They waste much time trying to be helpful when they can't seem to understand i need a supervisor to get anything accomplished. I am still on hold waiting for verizonwireless on one phone and Casio on the other, another day wasted with VW ans Casio. Just had another call dropped from verozonwireless. Anthony this time 04:25 pdt. I have lost count, Now I have Wendy on the line getting a supervisor making excuses. I Have no idea if anything positive will be accomplished today and i have no reason to believe it will. Now Kyle a customer service supervisor says I'm in the wrong dept and they, can do a CPO device, or warranty device. so back to day one. Another day wasted with Verizonless. Now Jenifer on line and lets see what she can or can't do.