This experience points out multiple problems at Verizon - bad customer data leading to bad customer service. Oh, and one more thing - they were the wrong models. The invoices attached showed that I was being charged the full price of both phones. The recipient address on the package was to a firm we no longer use for accounting. Well, a few days later a package came in the mail. When I asked for proof that they would the rep said, “I have to pass it on to my supervisor, who will approve it after the order goes through.” I said, “I will trust you on this, but I hope I do not regret it”. But I finally got to a rep who said they would honor the deal. Once again, I could not log in, endured multiple resets (the system continued to greet me with “Hello Linda” during the process on the iPhone app though call reps told me that this was corrected), and spent over an hour on hold. With great reluctance, I agreed to try one more time. The manager of that store, unlike the other manager, said that corporate could and should honor the deal. My wife wanted to check with another Verizon store that had a history of excellent service. At this point, I decided to move to T-Mobile, which offered the same deal. I went to another Verizon corporate store and the manager explained that no records of my multiple calls to customer service indicated that I was interested in purchasing a phone! While he believed that I had indeed intended to buy a phone, he said there was no way to honor the offer - even though it was Verizon that had caused the problem by locking my account. I was then informed that the offer I sought – a buy one, get one free deal for the costly phone upgrade – had expired during the delay while the account was locked. My visit to a franchise store resulted in my account being locked (the account PIN only works for corporate stores) and after more calls to customer support and hours on hold, was promised another call back (which also did not happen). Inconsistent MessagingĪfter finally getting through to customer service, I was told that the phones I wanted were not in stock, but the rep promised a return call (which I never received). I was prompted again and again to reset my password and for some reason was prompted to create a new username. I was greeted by the mobile app as “Linda” - an assistant from several years back - and was repeatedly prompted to certify the device that I was doing this on, and the answers to my “secret questions” were all incorrect (though I had these tracked on a spreadsheet). To begin with, even though I have updated contact information on this business account on multiple occasions, a lot of the contact information was incorrect. But things started to go wrong pretty quickly. You would think that would be simple - I would log into my account that I have Verizon and order the upgrade. I have been trying to upgrade my iPhone for the past two months.
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