Pros Lots of extras, good coverage, good self-help options, good features
Cons Customer service is terrible, agents are unreliable and so are supervisors, no resolution to problems, overpriced, limited features on handsets
Summary I have been a Verizon wireless customer for about two years. I originally signed up for Verizon over T-Mobile because they claimed to have a new V Cast service, and as a youth user that feature appealed to me (of course, even though the new technology was heavily advertised, I found out after I signed up that it wasn't available in my area; that was an omen). I never had an issue with the coverage, and call reception and quality were good. I soon noticed that almost every useful feature was extra on Verizon, but I justified this in my own mind as being necessary for program costs, deals on equipment, etc. and I kept using their service.
I always hear all the time that a company or service is good because a user never has had any problems with it. That is not the best way to judge--a better way is to see how companies solve their problems before declaring the company or service good. I can honestly say that when it comes to policy and fixing mistakes, as well as overall customer service, Verizon is just plain awful.
I recently upgraded my service with Verizon, and in my literature that came with my new handset, I saw where it commented that if I had downloaded any Get-it-Now programs in the past, I could re-download them to my new phone. I was curious if I would be charged again for my downloads, or if this would be free. I didn't really have an opinion, I just wanted to know whether or not I could get some of the games and services I downloaded before. I had bought some games over Get-it-Now over a period of time, and I just wanted to know if I could get them back. I decided to call in and ask a representative, since they are supposed to know about the service they are representing. After explaining my situation to the representative thoroughly, she insisted that I could be given a one-time credit for services that I had on my phone before. I asked her if she was absolutely sure, and she said yes SEVERAL times. "Ok, well that's great," I thought. She checked my account, and saw that I had gotten an equipment upgrade, and she told me that that is why the downloads weren't showing up on my account, and that I could go ahead and download the content that I had free.
I went and downloaded the exact same content that I had before, and I called back that same day about getting the courtesy credit. She then informed me that I would have to wait until the end of the billing cycle for the credit...something that I had not been told before, even though I asked about the terms. With no other choice, I waited. I called back in two days, after the billing period ended, and I spoke to another rep who told me that there was no such policy. WHAT? I explained to her that I had spoken to an agent before about it, and that I had been told twice on two separate calls that this could be done. She then told me that the reason was because the credit was only available for a lost handset. Not a replacement, which I specifically told the first rep I spoke to about. She then told me that she would honor the credit one time. "Problem solved," I told myself.
She claimed that she did not see more than three downloads on my account. That was bogus. I had more than that, and I told her at the time. She insisted that only a few showed up. I told her what happened AGAIN in the same phone call, and she insisted that only three downloads were billed to me, even though I downloaded all of the content on the exact same day. She gave me a $20 credit for what Verizon made me spend $75 for. She told me that there was nothing else on my account. And I believed her...
..until I got the bill. There were all of the downloads that I had called about being billed to me. The credit she had promised me was not on the bill, and I was charged an activation fee incorrectly (I was supposed to get free activation because I ordered online). I was furious. I called back in to speak to a rep, and she told me that she could waive the activation fee, but the other charges would remain. I was livid. I asked to speak to a supervisor about it. At that point, the money didn't even matter; I just wanted someone to acknowledge that I had been lied to and made to spend money that I wouldn't have if I had been told the truth. The woman took my contact information and told me that she would have a supervisor call me back on the next Tuesday.
They never did. I called them back, and I got another clueless rep, to whom I had to explain yet ANOTHER time what happened. When I finally convinced him to send me to a supervisor, the supervisor didn't even investigate--all he did was look at the last note on the account and decide that I didn't deserve a credit.
I was so upset that I started to look to port out my number. I called yet again to be transferred to the "save" department. Most wireless companies have a department dedicated to saving customers from leaving, because it is always about the bottom line with big businesses. When I got this guy, he apologized profusely for all of the trouble that I had been through, and declared that he would research the problem, and he PROMISED to call me back and do whatever he could about it. He even admitted that he saw on my account where I had been misinformed twice by the same rep, and he gave me her name. He apologized some more and promised again to follow up with me on the next Tuesday. He never did.
I decided to call back one more time to see where he got with the issue. I got another clueless rep who **surprise** didn't even take one moment to really analyze what I told her. She just assumed that the last person who commented on my account was correct, and denied me a credit. I thoroughly explained to her my situation, and I even pointed her to the exact note on my account where I was told that I would get credit. SHE FOUND IT, and still denied me credit for the error. She even admitted that I was getting shafted (verbatim in that phraseology), but she did nothing about it. She even saw where there was no follow up done, but hey, once I had been billed for it, it wasn't Verizon's problem anymore; they were getting paid regardless. She even went as far as to imply that I was lying, and then immediately backtrack and say that I was probably right. No resolution, not even any acknowledgment for the deceit, however.
This was all a shock to me. It was documented on my account that I was LIED to about services, yet Verizon never tried to correct the error THEY made. They caused me to spend money that I otherwise wouldn't have, and then they refused to correct the mistake. The customer service reps were rude and cruel in addition to being uninformative and inconsistent. I had to call in to check to make sure that they credited me with the activation fee. I was told they would, and guess what? THEY DIDN'T. Had I not called in and checked behind them, I would have been charged even more.
This terrible customer service is shocking to me. I previously enjoyed Verizon and even went as far as to recommend them to people that I knew. Verizon charges a lot for their services, but I always thought they were worth the value. I saw the company improve on how they offered services, and I was satisfied. After having this problem with Verizon, I must say that I am horrified by how rude and incompetent their representatives are, and disappointed at the attitude that the company took towards their customer. They lied to me and forced me to pay for it. I will no longer do any business with them, and I am taking my number elsewhere. I hope you Verizon customers never have a problem with their service, because you won't get any credit for it. You will be called a liar and dismissed.
Pros Good coverage, nice phones, Get It Now kinda cool
Cons Expensive, locked down options on phone, uninformed customer service
Summary Verizon is one of only two big name cell companies where I am located. On the positives, you get nice phones and alot of multimedia services with verzion, however each phone is locked down to one degree or another, ex. transfering pictures from my phone to a friends phone is not an option, even though the phone has the capability. And not everyone is into the whole Get it Now features, which can be extreamly pricey if used alot, and if you need to change your price plan, expect to pay for it with a 1 or 2 year automatic renewal of your contract. Bigger always isn't better and I feel that the other companies out there have options that are more consumer friendly then Verizon
Pros Coverage, Support
Cons PDA phones fall short ot other providers
Summary I have had nothing but a great experience using Verizon for the last 10 years. Very few times do I lose connection and it seems like places where it was weak last year have improved greatly by now. Price is reasonable and the times I have had to use Customer service they have delivered.
Pros I left them before the contracts could not be canceled! They are in bankruptcy! There are other companies to take their place!
Cons I went to verizon from sprint Big mistake, bad service bad equipment and lies. I returned the equipment and canceled the service within their specified time for cancellation. And here is the bill they sent me for 17 days of their service $844.00!!!!!
Summary These people need to have all of their abused ripped off stolen from lied to mistreated overcharged disrespected pressed down and otherwise abused customers to start a fire of Federal complaints and class action lawsuits to erase them from the map of the current business environment!!
For those who want to make these people pay:
Federal Trade Commissions phone #1-877-FTC-HELP (1-877-382-4357);
Federal Communications Commission Phone: 1-888-CALL-FCC (1-888-225-5322)
Most states will also give help to its citizens through their State Attorneys Office get their number and call!
"good but expensive"on by towns54
Pros great coverage ,but ....
Cons Cocky company,Cocky Reps.
Summary VERY High price for good service.
Went in (Veri.store)to get a upgrade for my 3 family phones.Jerk at the counter said i first had to make a payment,He made sure everyone in the store heard him(big wheel ya now),Have NEVER,repeat NEVER been Late.told him he was Crazy and promptly left .Caancelled my contract and went to T-Mobile.
I see that Verizon coverage has now been Matched ,Very happy at T-Mobile.Updated
If you want to get the fairest deal,Best coverage go to AT&T.
Verizon Customer service in stores,and on the phone is Very POOR.
Watch the Verizon Flunkies Respond to this.