I'm writing to join up a criticism concerning the Verizon Wireless shop within the BJs at Albany, Ny. I'd prefer to protest concerning the incorrect data supplied in my experience and also the inappropriate cost of restocking charges. I'm seeking the restocking costs be waived along with a reimbursement of $110.98 be produced to my charge card. I'd as if you to react to my notice by November 28.
On Monday, October 31 4:00 PM I visited the Verizon Wireless shop in BJs at 1400 Central Ave, Albany Ny to buy a Verizon Wireless support bundle which includes: home, web and mobile phone providers. Since I've had Verizon service for my home for nearly ten years and web providers for nearly 5 years and am very please using the support, I believed it'd be smart easily improved my present mobile phone service supplier (AT & T) to Verizon to be able to combine my expenses.
I had been offered by Matt and Kevin, the support representatives in the Verizon Wireless shop. Kevin helped me in obtaining the gear and running the purchase. I had been informed that: to be able to utilize Verizon Wireless providers, I have to:
1) update my Iphone 3 to Iphone-4, as my Iphone3 CAn't be run with Verizon;
2) put up a phone container for your home link, which is provided me totally free; and
3) put up a Verizon 4G-LTE container for your web connection to displace my present Verizon DSL. This container can also be free; nevertheless, I'll have to email within the refund and that I will even get a discount of $50 on my first statement to offset the sum total expenses.
Quite simply, aside from the brand new Iphone-4, you will see no extra expenses. I had been informed all of the new gear is essential for that support despite the fact that I've Verizon home and web currently. I had been subsequently provided an verbal coaching on the best way to put up the gear. After I requested to get a written coaching, I had been informed there wasn’t any.
I wrote down the directions and went over them using the support representative (view attached) to ensure it had been correct. I asked Kevin easily got caught, so what can I actually do. Kevin responded he and Matt may wander it thru to assist me. I had been also informed that I'd to setup the brand new telephone container within two times to be able to make it work. After I went house that evening, I rapidly put up the telephone package. I noticed a dial-tone about the telephone; hence, I believed it had been working ok. Used to do not understand the telephone package didn't perform correctly and that I was not able to obtain any incoming calls. Mon October 31 was Halloween. I had been hectic after-work providing sweets to children through the night; hence, used to do not need time for you to examine the telephone more.
On Tuesday evening around 7:30 PM, I attempted to setup the Verizon 4G-LTE container for online connections, however it didn’t function. I named Kevin at 7:55 PM on my home telephone. After I spoke to Kevin, I noticed a continuing ring-tone within the history. I told Kevin concerning the ring-tone and also the issue I'd establishing the Verizon 4G-LTE container to help make the web connection. After I told him that my pc OS is Vista, Kevin rapidly ignored herself and stated that he couldn’t help me. He recommended that I contact tech-support (1 800-922-0204) for help.
I called Techsupport. At 8:00 pm. After awaiting 10 moments, I acquired to speak with Beanna. She requested my title, my telephone number, the final 4 numbers of my social protection number, and my issues. I informed her the info and also the issue I'd. I told her that I couldn’t get my online connections as well as had the ring-tone within the home telephone. She directed me to visit the control screen on my pc and examine the Community Conversation and Share Middle image. I adopted her directions, and documented to her that I did so begin to see the Verizon 4G-LTE box identification (SCH –LC111b9) turning up as you link, but I also noticed a mistake message declaring: ‘the info in my own pc doesn't complement the Verizon 4G-LTE box.’ Beanna, subsequently recommended that I tell her which box had a lighting on and also the shade of the lighting about the Verizon 4G-LTE container. I informed her the 4G box had a orange light and also the link box had a green-light, but there is no light about the 3G container. She stated there can be something amiss using the Verizon 4G-LTE container. She directed me to show it down and examine the sim-card to determine whether it's in position. I popped the Verizon 4G-LTE container and examined the sim-card and battery to make sure have been in position. I subsequently restarted the Verizon 4G-LTE container again. I noted to Beanna the 3G container continues to be not illuminated. Beanna stated that my Verizon 4G-LTE container should have a deficiency and he or she might purchase an upgraded for me personally. I informed her I'd choose likely to the Verizon Wireless shop to switch it because it could be faster and much more effective. She subsequently informed me she couldn’t assist me at that time, and recommended connecting me to another person who are able to help me. This entire process required 33 minutes. At 8:46 PM, Beanna related me with another tech-support, Danielle.
Danielle asked my title, my telephone number and also the last 4 numbers of my social security number again. After explaining all of this info and understand my issue, she recommended that I attempt to click the start up using the PC and check up on the “Connect To.” Link. I adopted her directions, however it nevertheless didn't function. She subsequently recommended I examined the control cell and informed her what I noticed. I examined it and informed her exactly the same error message: “the info in my own pc doesn't complement the Verizon 4G-LTE box.” I also informed her my previous web host was Verizon DSL; she subsequently stated that there appears to be a clash between your two Verizon internet computers. She advised me she couldn’t manage this issue, but she'd discover anyone to assist me.
At 9:30 PM, Paul found phone-line and questioned me my title, telephone number and my issue. Again, I told him exactly what the issues were. He explained it's completely beyond his section of duties. He explained he really worked for FIOS and didn't work with Verizon Wireless. He questioned why he was picked to react to my issue. He set me on-hold again and explained he'd discover somebody who might solve my issue. During this period, I'd to make use of my mobile phone to keep in touch with the tech-support whilst the sound in my own home telephone didn't function and that I couldn’t have any apparent conversation. I waited until 9:40 PM when my Iphone4 turn off.
Mike called my mobile phone at 9:40 PM and requested that I remain on point to talk to Linda, who operates for Verizon Wireless and he or she could be ready to assist me. Linda questioned my title, my telephone number, the final four numbers of my social protection number, and my issue again. When this occurs, I've repeated exactly the same info for that sixth period. I informed her she was the sixth person I talked to that particular evening and apologized ahead of time easily dropped my persistence. She again requested me to-go thru the Instant Setup, the Community Conversation and Shared Middle; I conveyed to her exactly the same error information. She directed me to press more symbols and lastly informed me she was not able to assist me and that I needed to watch for her to obtain the 2nd degree tech-support to assist me. At that time it had been 10:20 PM. I'd invested nearly three hours about the computer / telephone to setup the computer. Might work whilst the Representative of Efficiency Outcome Rating in the Ny State Office for that Aging and an instructor in the State University at Albany need me to telecommunicate with my acquaintances and pupils often, and so I was really discouraged using the proven fact that the telephone and web weren't functioning.
Since I Have had an earlier start (6 AM) 24 hours later, November 2, I told Linda, I'm tired and couldn’t proceed waiting and being dissatisfied any more. I recommended that she have anyone to contact me to resolve the issue following day. Or she might provide me an incident quantity to ensure that after I contact the tech-support on Thursday, I will make reference to my case-history without saying exactly the same info over and over. She explained that at Verizon Wireless, no-one can contact the client and there's no circumstance quantity the client may make reference to. I also required a specialist to come quickly to my home to solve the issue; she explained in complete conditions that Verizon Wireless won't deliver a specialist to assist its clients. The only real support they offer would be to contact the 800 common phone number to replicate exactly the same procedure again for tech-support to talk to me about the telephone. Basically am unhappy with Verizon Wireless, I really could stop the support within 2 weeks.
I informed her she's my telephone number, my current email address and demand that she contact me straight to tackle my issue. I stated easily didn't notice from her or somebody from Verizon Wireless, I'll need to stop my support since might work depends heavily on telecom. On Wednesday, I waited to get a reaction (e-mail or telephone call) from Verizon Wireless, but received none. Since I've not obtained any telephone calls from my family and friends, I began to speculate whether my home telephone was functioning. I applied my mobile phone to contact my buddy requesting him to contact me back. I waited for five minutes and didn't notice any telephone band and so I named him back that I established that my home telephone wasn't operating correctly, it generally does not ring when you will find incoming calls.
On Thursday, November 3, I visited Verizon shop in the BJ’s to come back the gear and stop the agreement. Kevin explained that I really could return the gear, but I have to spend a restocking charge of $110.98 for that equipment (telephone package, Verizon 4 H LTE box and Iphone-4). Again I had been surprised by this reaction from Verizon Wireless. Because the equipment supplied by Verizon Wireless appears to be defected that avoid me from utilizing the gear, I don’t believe I ought to purchase the restocking charge. Additionally, after I bought the support bundle, I had been informed the telephone container and also the Verizon 4G-LTE container was are free. I'm wondering why I have to purchase restocking costs for items which are free. I spoke to Kevin in the shop after which named the support boss, Steve (identification 54677) and described my disappointment and recommended the restocking charges be waived. Steve wouldn't renounce the restocking charges. Following a lengthy dialogue with Steve, I came across I had been not receiving my level across and that I ceased the telephone discussion. At this time, the Verizon Wireless store-manager, Wendy, arrived around and reported that I had been yelling and creating a pain about the idea and that I must abandon. I mentioned I did so talk fully when I was attempting to conquer the sound at BJs, to be able to make certain Steve may hear me obviously.
I am aware that the business doesn't need customers to come back items on vagaries, nevertheless when these products don't function and there's no option to solve the issue, the customer ought to be eligible for obtain a complete reimbursement of the cost (I delivered the gear within three times). The telephone package and also the Verizon 4G-LTE container received in my experience as free products; there shouldn't be any restocking charge for-free products. Actually for that Iphone-4, I don’t believe I ought to be billed for that restocking charge. Whilst the purchase representative didn't note at-all the truth that Iphone is likely to be ineffective until it's utilized by Verizon. The purchase representatives didn't mention something concerning the function the Iphone-4 is designed to function JUST with instant providers of Verizon, and could not focus on another carrier’s community (view bill).
I've lost significantly more than five hours (speaking with tech-support, company repetition, etc.) for gear that didn't function and providers which were not shipped. I also had no option to make sure that whether I'll possess a practical gear so when the support is likely to be shipped. Please return me the sum total restocking charge ($110.98) by November 28. Please also analyze your operating process to make sure that necessary data is communicated (e.G., Iphone-4), technology support is responsible to solve the issue (in the place of repeatedly moving the dollar to a different tech-support), along with a situation quantity is designated to clients to ensure that no same info be gathered numerous occasions. Within the period of telecom, there are certainly a large amount of opposition, if Verizon Wireless ideas to remain on the market for that long haul, integrity and customer support ought to be your main concern.
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