For Verizon who claims the best network here in the United States, it would be nice if they had the best customer service. Unfortunately, it sucks.
Recently got the iPhone 6. I like the phone. It’s a much better experience compared to the 5s. However, I wanted to give the 6 plus a try.
Since I was within the 14 day window of getting the phone I decided to put in an order for the 6 plus. I was assured I could use the phone I have now until the new phone was shipped which they said was 11/14/14. So I placed the order.
Two days after the order I got an email that I hadn’t turned in my present phone yet. It stated that was required for the order to take place. So I called customer service to inquire. I was told that was an automated message. I was assured I was fine that they had it set that I would return the 6 to them when I got the plus. They told me that I would see a charge for the cost of the 6 on my account but that would come off when I got the new phone.
Then last night my new bill came out. Showed I had the cost of the present phone as well as monthly service. So I called customer service again. This time girl placed me on hold. Then she came back and told me I was told wrong by the previous 3 people I had talked to. She told me I was supposed to have turned the 6 in first. Explained what I was told and I couldn’t be without a phone which is why I ordered over the phone. That I was supposed to be ok because I ordered within the 14 days of getting the 6.
Told me I was told wrong and would be expected to pay full cost of phone.
I finally said hell with this. I expressed my utter frustration with their customer service for not seeming to know what they heck they were doing and I cancelled the order.
Went by a Verizon store this evening after work and returned the case I purchased for the anticipated new phone and explained everything that had happened with this transaction. The store rep told me that I was set up correctly and that the last rep was wrong. That I was expected to return the phone when the new one came in. That the emails were the automated process because normally you’re returning a phone at the store but since it was an over phone order I was expected to return the phone when I got the new one.
And now that I cancelled the order I was over the 14 days and stuck with the 6.
Don’t get me wrong. I like the 6 and over all happy with it. Just would have liked a larger screen because I have had 5 to 5.6 screens before.
Now thanks to the incompetent customer service staff at Verizon, I will have to wait.
I honestly believe this is the straw that will have me look for another carrier when I am able to change.
Verizon doesn’t care about customer satisfaction anymore. They only care how much money they can squeeze out of you.