After more than eleven years with Verizon Wireless, I was shocked by the events of this past week.
I have a phone that a family member uses. On Saturday, he came to me and said that he was unable to text. I called techincal support. After about 30 minutes, the tech gave up, said that the phone was broken and the I had to get a new one. Luckily, I qualified for the new every two.
Sunday after church, we went to the Verizon store. I had the tech there check out the phone and he confirmed that the phone was broken. Unfortunately, the Verizon store in Reston at Spectrum Plaza had NO free phones. The cheapest was $60! I spent 90 minutes in the store and walked out no better. I called the customer service department hoping that they could fix things and get the store to give me a free phone. No luck, but they did send me to telephone sales who sent us a free phone. (30 more minutes on the phone)
On Tuesday, the phone had not arrived and we tried to make a phone call and realized that it wasn't just broken text messaging. We could call Verizon from the phone. At this point, I realized that the phone wasn't broken, but verizon's network was. I called techincal support and after 60 minutes, my old phone was up and working.
On Wednesday, we recieved the new phone. Thursday, I called to request a credit for (1) the 4 days that we had no service and (2) the 3.5 hours of my time wasted by several incompetent Verizon employees. The representative offered me 50 minutes of additional calls on my phone which would expire in 2 months. Worthless.
I spoke to a supervisor (Brian #43768). After 30 minutes on the phone, they refused to issue ANY credit to my account and Brian refused to allow me to talk to his superviser. I kept telling him that he had not resolved my issue and he eventually hung up on me. After 11 years and over $20,000 spent, you would think that Verizon would be a little more friendly.
The only thing that I did get was permission to return the phone without a restocking fee.
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