If you’ve been following me on Twitter over the past week, I’m sure you’ve seen at least one of my posts on how Verizon is giving me a hard time with replacing my phone. This is more of a rant than anything else, but I wanted to make this post, so anyone else out there with Verizon Wireless problems, can share their experiences.
Here’s how it all went down… the other day I went out in my friends boat and they put my LG Voyager in their back so it wouldn’t get wet. Unfortunately some water drained into the back of the boat where the back was, and the LG Voyager sucked in the moisture (but wasn’t wet). At this point I wasn’t able to get my phone working, or even turned on.
Later that night I went to the mall to visit the Verizon Wireless store and talk with my sales manager there. The only reason why I am still will Verizon, is because my sales manager is awesome and can always get stuff done. So I went to the store and my guy was there, showed him the phone and he immediately asked, “what kind of liquid did you get in here?“. He could see that the charger area was already corroded. So at that point he said there was nothing he could do, mainly because I didn’t have insurance on the phone. (You know, whenever you actually get insurance you never need it… but the one time you don’t!)
So I went home, without a new phone and hoping my LG Voyager would dry out and come back to life. Later that night while watching TV I heard my phone start beeping… it came back to life! Everything is fine on it now, except none of the QWERTY keyboard keys inside work the phone. So I called my sales manager up and let him know it came back on, he then said I could get a replacement phone and battery for $79. Awesome, right!? Unfortunately he wouldn’t be back til Thursday (it was Sunday night this happened).
Monday came and I went to the mall to tell them my situation and that my sales manager said I could get it replaced. The person at the Customer Service desk started giving me a hard time and saying “we don’t do exchanges”… I told her I was in the previous day and talked with my sales manager, then she went and talked to her manager. She then came back and said it could be done, but they wouldn’t have the LG Voyager phones in till Thursday. However, she did make a note in the system that I would be approved for the exchange for $79.
Thursday comes and I head over to the Verizon Wireless store again. My sales manager left early, so I have to deal with the people in Customer Service again. I get the same attitude and story again… that they won’t replace or exchange the phone. I told the girl it was in the system, and she still didn’t care… her response was “well, that just means some one wrote it, and we don’t always acknowledge that”… so wtf does that mean! I knew my sales manager would be in the next day… so I just left.
Now it’s Friday, I call Verizon Wireless and make sure my sales manager is there so I don’t waste my time yet again, he’s in! I head over, talk to him and I’m ready for the exchange. He talks to his manager then tells me that “management” yelled at everyone yesterday and told them to “turn in their badges if they give any discounts or deals”. So once again… I’m screwed… after being promised by a customer service worker and my sales manager that I could get my phone exchanged for $79 instead of buying a whole new phone.
So I asked what my options were… my sales manager went to his manager a few more times and he was finally able to get me an LG Voyager for the price of a one year contract… which came out to $270 (-$50 rebate. So now I have to pay the $270 instead of the $79 I was initially promised.
In addition to everything I’ve written and gone through… here’s my breakdown of why Verizon Wireless Sucks!
– Horrible Customer Service Staff / Department
If you’ve ever been to a Verizon Wireless store, the Customer Service Department is usually crammed into a corner and no one ever has a smile on their face. The worst part is, these people have the worst attitude and everyone thinks they are a god. Because they were dealt with a poor position for a job, they seem to take it out on their customers… usually not solving most peoples problems.
– Upper Management Doesn’t Care About You
While employees and sales managers are doing their best to signup and help new customers, the upper management either stays in the back room never to be seen, or not at the Verizon Wireless locations at all. Again, the only reason why I am still with Verizon is because my sales manager is awesome. Now his job is being threatened by Verizon for trying to help customers, like myself, with phone problems and staying a member. I pays over $250 a month for the several phones on my plan, which comes out to $3,000+ a year…. but Verizon doesn’t care, I’m just a number among millions to them.
This was my rant and as long as it was, you get the point of how frustrating it has been. We all conduct business online and know what expectations we want others to have of us, and I would be mortified if someone felt this way about my business.
Are you with Verizon Wireless and have you had any complaints with them?