VerizonWireless Corporate Office

Well I'm sure you have all heard or experienced the horrors of Verizon, but here is another one. I have had a Motorola Vc for almost a year. The problem started when the phone would not hold a charge for more than 4 hours (in stand-by). When I took it to the local Verizon service center, I was told I needed to buy a new battery. When I questioned if they could at least check the battery before charging me the $33.00, their reply was “no, we no longer have that equipment”. So (the fool that I am) bought a new battery. After two days I had the same problem. I plugged the charger into an identical phone (which belonged to my friend, on Team Mobile) and it worked flawlessly. This of course eliminated the charger being defective. I again took my phone and new battery back to the service center, only to be brow beaten by a customer service (that’s a bad play on words) representative. After wasting 90 minutes of my time (this being the second trip), I was told they would just replace the phone. When I questioned the refund of the battery that was purchased without need, I was told, “oh well, I can’t do anything about that”.

The fastest way to piss me off is to tell me you “can’t” do something. After another 20 minutes of trying to reason with this idiot, she agreed to refund the battery. When she gave me back my new phone, it had no battery in it????? I asked her what I was supposed to do with a phone without a battery. She stated “use your old battery”. I explained (twice) that when I was told my only option was to purchase a new battery, the agent kept my old one, and I have no battery. After she disappeared for another 10 minutes, she brought my new phone out with a battery. Now, I only tell you this to enlighten you on Verizon’s lack of customer service.

After I get the phone home and attempted to check my voice mail, I kept getting a recording that my pin number was not valid. After researching the phone, this young (lady) programmed someone else’s phone number in my phone. There was no quality control in place before the phones are returned to the customer. After further research, I now find I no longer have the ability to use my blue tooth network (DONG) as I had prior to this escapade. It was then I found an article in responses about Verizon disabling the OBEX feature on their phones. I called the service center manager and explained that this is a very important feature to me, and I was sold this feature and purchased this feature when I originally purchased my Motorola V3 phone. It is also detailed in the Motorola user guide how to use this feature. I was then told by their tech, that this was done as a “security issue”, because blue tooth is too much in its infancy, and anyone could walk up close to you and download all of your files on your phone????? WHAT???? I explained that I should be able to make the decision if that was a security issue or not, and Verizon should not arbitrarily just take that feature away. I explained I have been a customer of over eight years, and I am ready to cancel my account, and take it to a cellular provider that respects their customer’s time and needs. Not a company that will “TELL” you what they will allow.

So now its three days later and four and a half hours wasted. I was told I could get a micorSD / TransFlash card and card reader/writer to be able to download my pictures, ring tones, and what ever I use to be able to send to my phone. As this seemed like my only option, I did just that. Now I find that too was incorrect information as well. Another tech advised me the phone will not read any information that does not have a “license” attached to it. Meaning if you didn’t purchase their music, or ring tones, it’s NOT GOING TO WORK!!!!

Any Ideas??????

Last edited by tampadelphian on Fri Apr 06, 2007 4:06 pm, edited 1 time in total

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You people are totally ridiculous, and or, the people that work for VZW have obviously been idiots. I have helped customers with any number of issues/escalations that come up weather my store has committed the offense or not. I am sorry for you bad experience but all of Verizon is not like that. I can say that in most cases people leave my store with a resolution that they are happy with.

I am not sure what good you think having a VZW bashing party on this forum will do but if it makes you feel better then have at it. The bottom line is that these instances are flukes, just look at the numbers. Fastest growing company in the industry (9.5 million net add in the last 21 months), Lowest churn in the industry for 2 years and counting, in 2006 74% of all subscribers had there problem solved the first time they called in. Numbers don’t lie. I am sorry for your bad experience but you are among the few.

FYI all numbers came from the Wall Street Journal in case you are looking to say I am bias.

After reading reading all the complaints about VZW, I had to put in my $0.25.

It is a corporation, in business to make money. It can't do that without customers. SO... the goal of customer service is really to serve the customers so they [VZW] keep making money.

I don't know when I first started with them but I know it was before 2001. Why don't I know? I did not choose them, they bought out my old company GTE. I was offended and upset at 1st because I had not been offered a choice and was going to switch immediately! I couldn't find anyone with a better offer for my needs at the time. I travel alot so having a signal is very important and being able to go all over the country is as well.

I will not paint a rose colored picture for you. They are not perfect, I have had my share of problems from being overcharged to receiving the wrong phone (twice) to bad reception, phones that don't work, and bad chargers. But I have hung in there with VZW and plan to for the forseeable future. I have always gotten my issues resolve, usually in a timely manner. It takes a while for charges to get straightened out.

Receiving the wrong phone twice, well, initially I was livid

, but then I took stock of the situation. Nobody died, I didn't lose my inheritance, it was just the wrong phone. I did write down the name of the rep. that helped me the 1st time. It wasn't her fault someone put the wrong phones in the right slot. the picker didn't know, just picked what was in that slot. after getting the 2nd wrong phone, we got the right one.

My worst experience has been someone calling me from across the country saying I have your old phone (which I had exchanged because my mobile web wasn't working). That was scary, thank God this was an honest man (that might say something about the company and it's customers!)

The phone I returned got in the wrong pile and instead of being deprogrammed and shipped to repair, it got put in the already repaired pile. I got 2 apologies from VZW CS reps - no million dollars though.

I'm still here. Not only that, I have had at least 3 people switch to VZW because I said how great the service is. (no, they didn't give my name so I still didn't get paid!) plus, we can talk IN for free!

I know people with T-mobile, Sprint, Cingulair, and Ntelos and if there is a competition, I out signal them every time!

Wink My uncle lived in DC, had sprint. Once he reached the NC border going south, he had no service. I have been up and down the east coast, across the south, and out west to Colorado, crystal clear reception. I do lose reception in parts of my house. I don't blame that on VZW or the phone, I blame that on the building. How many times have you lost a signal in Wal-Mart??? Be realistic. This is technology, not perfection.

Most annoying? When I travel through remote areas and signal switches towers, I lose calls. But I have made these trips enough to know exactly when it is going to happen and I hit the next tower within seconds so I make the call again.

My point?? What in your life is absolutely perfect? If you find a better value, let me know! For now, I'll keep giving VZW my money and getting superior service. Wish I could get such good CS and value from Verizon for my home phone!

Wireless service is just that, a wireless connection, it is not infallible! As for Customer Service, there is much that plays into that..Every company has great reps and sometimes not so good reps..That said, alot of issues that one can perceive as the "companies fault" is not necessarily so.. If a person does not do their own research, read contracts or whatever the case may be, it does not make a company wrong just because the person wants to perceive/blame them..

Unfortunately I’m afraid you are missing the point. This is not about reading contracts, or doing research, or perceive/blame, it’s about giving the customer what is promised and sold, as well with what’s in writing in their user manuals. It’s ridiculous to think that anything, company or person is infallible, however when a company advertiser’s value and benefits, then it’s not right for that company to arbitrarily take that away, leaving you with the only avenue to get those benefits is to pay extra by using their proprietary website. Also if you take a look at any of their advertising about the MP3/Phones that they sell, does it state you can only play the music you download, again from their proprietary website. Even if you have already paid the artist for that music you want to listen to, you can not; you are made to pay for it again from their website. I am a person that does an extended amount of research before I buy, and know exactly what I sign in a contract. This is a question of morals and ethics of a company to treat their customers fair.

Last edited by tampadelphian on Fri Apr 06, 2007 4:06 pm, edited 1 time in total

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I guess this is the place to discuss Verizon Wireless Service or lack thereof, so here is a copy of a concern that I just sent them CC'd to the BBB, as I just really do not know what to do anymore;

To Whom It May Concern:

I recently switched from Sprint/Nextel to Verizon Wireless, actually thinking all cell phone companies were similiar as far as service went and preferring verizon phones to nextel, thus the switch. I began with an online order, I wanted a total of 4 telephones on two separate calling plans. I set this up online as two separate accounts.

Imagine my surprise upon receiving my first bill and finding all 4 phones on the same plan. I of course called Verizon Wireless about this and after receiving the runaround for close to two hours, finally found someone to fix this and when they looked it up, they saw I had placed two separate orders and that someone there simply thought I had made a mistake and instead of calling me to ask about this, "fixed" it for me instead. So, after finally giving me what I originally had ordered, Verizon still made me pay the overages on that first month for their mistake- not mine. I do appreciate this customer service.

We then see a commercial on television - add another phone to your account for 9.99. I tell my husband to call and order our youngest daughter a phone. He does this with no problem. Imagine my surprise (yet again) upon receiving not one, not two, but three separate bills the following month as with my new line, the salesperson decided since it was my husband ordering the service, that instead of calling me and asking me about it, they would simply "fix" it again and place our 13 year old daughter's phone on a new separate plan, giving me three contracts, not two now. I call and once more after getting the runaround for over an hour and speaking to 6 different people, the problem gets corrected to what was originally ordered, but I will still have to pay the amount owed for the second line for that past month and the upcoming month, including new activation fees because of another mistake made by the company. Thank you for giving me what I ordered.finally.

Now my daughter's cell phone was stolen over this past weekend, it is less than 30 days old, but apparently when they switched it over from the extra account I did not ask for. someone neglected to switch the insurance over. I am now told that to replace this phone, I now need to pay an additional $225 for verizon's mistake again, unless I wish to add yet another line to my plan and then I can have the $99 price which is advertised on the internet. I do not understand this. With the insurance I purchased (originally) it would only cost $50 to replace this, yet once mroe someone at Verizon decided to change my account without my permission (I even passworded my account after the last time - though who am I fooling thinking I can keep their "customer service" reps out of my account with a password) and I am the one to pay for the change.

I now understand that there is a HUGE difference with customer service at the various cellular phone companies, and honestly. unless something changes really fast (supposedly after todays hour-long conversation a supervisor will call me back at home as he was too busy to talk when I called) I will be returning to Sprint/Nextel really quickly just for the customer service and the point that the employees will not be making any strange changes to my accounts.

On a side note the funny thing is, I am in the process of deciding on a cellular telephone company for my business, we are starting off with 500 lines (though very cheap phones) and guess which sales rep/provider just got excluded from our talks because of bad personal service. Exactly. (though I seriously doubt they would even care if they knew this and only the sales rep will know why, (as I will certainly tell her) as from their actions. well you decide if they actually care - never provide bad service to the smallest customer as you do not know other decisions they will be making in the future)

Last edited by tampadelphian on Fri Apr 06, 2007 4:07 pm, edited 1 time in total

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