I'm a long time customer of Verizon Wireless. I have been at my current address since December and never experienced a problem with my cell phone. I started having trouble with my service at around April 41. The trouble was with dropping calls. I was able to receive and to make calls. The dropping of calls became progressively worse. I contacted technical support and troubleshooting at (800) 922-0204 and was told that a replacement phone would be shipped out to me and hopes of taking care of the dropping calls issue. The replace phone was received and activated. Once the replacement phone was activated, the dropping of calls continued. I once again called tech-support and troubleshooting and a second replacement phone was sent to me. The second replacement phone arrived and once it was activated the dropping of call continued. I again called tech-support and troubleshooting and I was told that the issue could not be the cellphone but a problem with the tower. A trouble ticket # NRB000004268686 was opened for service. I was told that it would take 48 hours to 72 hours for a resolution to be reached. The trouble ticket was opened on April 121 and the problem with dropping calls has worsen and now the reception is very poor that the people I'm on the phone with can only hear part of the conversation before the call drops. This has happened several times while I was on the phone with Tech-support. This problem is going on three weeks and Verizon has not been able to correct the problem, mean while I'm being charged for a service that is less than acceptable.
I have made numerous calls to the tech-support troubleshooting and have not received an acceptable resolution to my dilemma. On the 19th or 20th of April, I spoke with a female at tech-support and troubleshooting to get a status on the trouble ticket and she told me that it was going to take 48 to 72 hours to get a resolution. I told her that the ticket had been opened for a week and the problem I was having was continuing. Her reply was" What do you want me to do for you" My answer to her was that I just wanted the issue resolved at which time she told me that I should look to switch to another carrier. Not sure if she hung up or the call was dropped. I waited for her to call me back since she knew the problem with my phone. She never called me back.
On April 21st, I spoke Jason, employee # 556222 at Tech-support and troubleshooting. Jason gave my a status on the trouble ticket and said that the problem had been investigated and there was no problem with my phone. According to the experts, there was no problem making or receiving calls. That was not the issue with my service. Therefore, the ticket had been closed. I asked him to tell me that my options were and he told me that I should purchase a signal extender at my cost to fix the problem. I told him that I was not going to spend money to fix a problem with Verizon's service. Jason then eluded to the fact that I should look into changing carrier because Verizon could not correct the problem with my phone. I hate to take my business to another company but it looks like this is my only alternative.
I have been more than patient with Verizon and what has made this issue worse is that I have been lied to by the staff at tech-support and have been made feel like I'm not worth keeping as a loyal customer of over 15 years. I would like for some one to respond to this letter and with some words of encouragement that my business does matter to Verizon. I'm hopeful that this letter does not find it's way into the round file. I want to thank you in advance for looking into to this matter.
Eric Campos
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