I purchased the Samsung Juke for my 11-year old daughter. When we first got it I was able to purchase a few tracks for 99 cents each and download them to my PC through the Verizon V Cast Music Manager. Then from my PC I loaded them onto her Juke phone.
Some months after that Verizon teamed up with Rhapsody. I had to download the Rhapsody software to my PC to try to purchase music. I did not want to subscribe to Rhapsody and pay $14.99/month. I only wanted to pay as I purchased the tracks.
I found the Rhapsody application very complicated to use so I called Verizon. Never did I imagine that this would be the 1st of many calls that I would have made as of today regarding the same issue. I still can't get music for my daughter through Rhapsody. She is very sad.
I admit I lack savvy when it comes to this kind of stuff but the Verizon Wireless reps left me more confused than ever.
Below is a summary of some of the calls I've made:
CALL 1
The Verizon Wireless Rep tells me that I am having trouble because of blocks that were put on my daughter's phone when I reported it lost. It was lost at her school for a few days. The rep said he would remove the blocks. This left me confused because I thought that I should just be able to download to the pc instead of directly to the phone.
CALL 2
I still could do nothing with the Rhapsody application. I informed the rep that I had already called and that I was told that blocks had been removed. She said that she was going to help me with my problem. It was obvious to me from the way she was speaking that she was reading something, maybe a manual, to help her understand Rhapsody. After 30 minutes on the phone with her I had to hang up.
CALL 3
The Verizon rep tells me to log into Rhapsody. I tell him I'm logged in already. Then he has me log into My Account at VerizonWireless.com. He stays with me on the line for a few minutes. I can tell that he probably knows no more about this than I do. He tells me that there is a tutorial (at verizonwireless.com) and advises me to read it.
CALL 4
The Verizon rep says that when I log in I need to log in with my daughter's phone number because that is the number I want to download music to. I am not sure if she means log in to verizonwireless.com or Rhapsody. I am so confused. I tell her that my daughter does not have her own account and that my number is the primary number and that I want to purchase tracks and download them to my PC and then transfer them to her phone, just like I did with V Cast Music Manager before Rhapsody She says that it would be better that I speak to Rhapsody's tech support. She transfers me to Rhapsody and gives me their 866 number in case I'm disconnected.
CALL 5
I am now speaking to a Rhapsody tech support rep in a call center in India. The young man on the other end is a bit impatient with me. We are having difficulty understanding each other. I hang up.
I try working on Rhapsody again and I am able to make two purchases, which will be charged on my Verizon Wireless account. But I can't figure out how to download the track.
CALL 6
I call Rhapsody's call center in India. This time I get a more mature sounding individual who seems to be very helpful. My computer is slowing down and I let him know that. He asks if I have a dial-connection and I say yes. He guides me all the way to the Rhapsody Downloads. At this point, I still can't see the tracks that I supposedly purchased. He asks for my password. I don't want to give it to him but he insists that he wants to see what I am seeing in order to help me. Since I did not give my password to him he tells me that the Rhapsody application is not compatible with a dial-up connection and to call us back after you have a cable connection. I ask Are you kidding me, are you kidding me?
CALL 7
I called Verizon. The rep tells me that he can see by the remarks on my account that I have made many calls and that he understands that I am frustrated. I tell him what the Rhapsody tech said about Rhapsody not being compatible with a dial-up connection. He says he has never heard of such a thing. He says he is sorry. I say I am sorry too. Since it is after-hours now, (about 11:45 pm pst) the rep transfers me to a voice mail box where I can leave feedback along with my name and number so that a manager can call me back. He says I can leave a detailed message. I am leaving a detailed message when I realize that the call has either been lost or I exceeded my allotted time. I call again and this time I leave a brief message.
It has been 8 days since I left the message and nobody has contacted me and nobody will.
Why do I feel that I've been ripped off by Verizon Wireless throughout the years I've been a loyal customer?
I feel ripped off by Verizon because I was lured by salesperson at the Verizon Wireless store into buying a phone for my daughter under the impression that I could easily download music for her. Now I am being charged for tracks I can't even download.
The customer service is disappointing. Although the reps try to sound polite, it does not seem that Verizon trains them well enough to actually help the customer with technical issues or to explain bills and charges in lay man's terms.
After making so many calls to no avail on the same issue I decided to record the call and I informed the rep about it. He asked me to hold for about five minutes then came back telling me that it's Verizons policy to end a call if it is being recorded (by the customer).
I feel ripped off because Verizon gave me a new free phone, locked me into another contract, and then the phone stopped working 2 weeks later. When I went to the Verizon Wireless store in Montebello California they said that I could either purchase a new phone or they could give me a free refurbished phone. That replacement phone was a Motorola and the same model as the first one. It stopped working too a few days later. When I complained at the store they said WE ARE A SERVICE PROVIDER.in other words the phones are not their problem, even if they sold them to me.
I feel ripped off by Verizon because I have been a customer for almost 9 years (since 2000) and had always paid my bill on time. Then, when I fell into some financial difficulties some months back, Verizon was not willing to work with me on payment arrangements while I got back on track.
They are too expensive. After I was disconnected for the first time ever because I could not make a full payment I called them and after being told thank you for being the most important part of Verizon Wireless they refused to waive the disconnection fee. I explained to them that I had been with them for 8 years and had always been a good customer but that for the last few months I had been having great financial difficulty. I explained that the disconnection fee would make it even harder for me to bring my account current. They did not care. Apparently their COMPANY POLICIES are the most important part of Verizon Wirelessnot the customer.
For years I've been a loyal customer but Verizon has not delivered. But of course if I back out of the contract I am stuck with hefty early termination fees. If they fail to deliver, so what, they've got their ass well covered. I have more complaints but I will stop here. I have already wasted too much time with this Verizon Wireless Company. I can't wait for my contract to end in Sept. Of 2009. I will never return to them.
Dewdrop
monterey park, California
U.S.A.
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