Where should I begin... My husband and I changed cell phone providers because my parents not only switched to Verizon and seemed to get great Customer Service and have been nothing but happy but also because I had so many issues with my previous provider. NOW I am wishing I had never CHANGED to Verizon. After only a few weeks of having my phone I
began having issues with the Motorola Droid 3 which randomly began shutting off while on the phone and while talking to people, not sending text messages, not properly downloading and a handful of many other issues. I called to trouble shoot and spent over 5 hours on the phone, did not fix the issue with the phone, did a hard rest on the phone and could not get back into my phone to even make phone calls, had to go into a store to get it fixed and was ordered a replacement phone.
Received a LIKE NEW replacement phone after all the issues I continued to have with my original phone, which then began to happen with my replacement phone. CALL after CALL I have made to Verizon going through trouble shooting and finally when I was sent out a replacement phone finally (which did the exact same things and actually got worse, could not even
use my phone for an entire day because it kept shutting on and off) which I was told had a 100 point inspection by VERIZON personally. (Not even a week goes by and it begins to do the exact same thing that the original phone did. I then get a call back from tech support and after telling him that
my now NEW 100 point inspection phone was doing the exact same things has my original phone did, all he could tell me NOW was that I had to contact Motorola about the issue and they could no longer help me or my husband unless we wanted to purchase another phone at FULL price. NOW feeling more frustrated and angry then ever with Verizon as well as a phone that does not work correctly I have nothing good to say about my experience with Verizon or their company and people.
I have only been a Verizon customer for a month and its been complete H*L to try and get something resolved. After
speaking with 8-10 people @ Verizon my husband was finally able to reach someone that was willing to wipe our slate clean, start our contract over and give us brand new phones of our choice. So we consulted with her, it was OK'd by her supervisor and we told her what we wanted as far as completing the process, she told us that she would give us a call back on Friday at 12pm MST 10/14 (she was in New Mexico) after speaking with her the previous week before and scheduling with us a time to get things completed and ship out our new phones which was on (10/7) We did not receive that expected call from her @ Verizon on Friday 10/14 and NOW we are back at square one and contemplating weather Verizon is truly going to follow through at all.
We then made a call to Verizon today on 10/14 into Verizon yet again, and explained the situation and that we were
supposed to receive a call back, she looked over the notes on our account and spoke with the supervisor only to come back on the phone to tell my husband that she could NOT HELP US and that the person who said she would send us the
new phones and start things fresh had to speak with us! So we asked the Cust. Service rep how we could get in touch with this person and YET again they could not help us, NOR could they give us the information on how to reach the Verizon Cust. Service rep we spoke with, so that we could get in contact with her, but they said that she would send her an email as well as the supervisor that OK'd the follow thorough, yea we'll see if we ever hear from them!
All we want are phones that work correctly & customer service that will help us resolve the issues. I have made a complaint
to the BBB as well as various other sites so that the next person will not have to go through this. I have NOTHING good to say about my experience with Verizon NOR would I ever consider going through them again after all the issues I have
had only being a customer for a month. It would be nice if you could get what you pay for these days and the people you talk with in the customer service department actually gave you the customer service! We just want Verizon to follow through with what they say they will do regarding this issue.
I am hoping that by posting this the next person will not have to deal with the aggravation and hassles we have had to go through as customers. Who has 5-6 hours to spend talking to Cust. Service or 8 hours with Tech support trying to resolve the problem! Perhaps the next person will think twice before going with Verizon, I wish that we had! And I regret being a customer every day... Too bad you can't get the level of service you should because after all you are paying for
it!!
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