Disatisfaction with Overall Experience

Posted Thu June 8, 2006 12:57 pm, by Timothy C. written to Verizon Wireless (Cell Phones)

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On December 6, 2005, I went to Verizon Wireless to purchase a replacement phone for my wife for a Christmas gift. I was told that it would have to be activated. I told them that ruins the Christmas gift plan that I had. After much discussion it was decided to deactivate the old phone, activate the new one and then deactivate it and reactivate the old phone. Whew! I knew something would go wrong but agreed. When I got home I received a call from a the store manager saying, "We had a problem". They could not reactivate the old phone. I told him, "He had a problem". After much discussion and several phone calls the old phone was reactivated.
As luck would have it my wife's old phone died... so I gave her an early Christmas gift... the new phone. I went to the Verizon Wireless web site to activate the phone. It would not activate. I called the store and explained my dilemma. The store worked with me for about 30 minutes then turned me over to a tech support number to call. I then spent the next 3 hours working with tech support to resolve the problem.
At this point I was furious with the whole situation. I decided to email Dennis Strigl, CEO of Verizon Wireless. I received a call from a Sylvia Stokes in Executive Relations who said she would look into the matter and get back to me. I waited a week and she never called ... so I called her. She was indignant saying she was out of the office and how could she call me back, since she was out of the office. She told me that since there was no money involved that I was not entitled to any credit. She basically said, "Sorry it happened" I asked about my aggravation and 3 hours wasted on the phone with tech support. Once again, since no money was lost ... sorry but nothing for my time. I asked her to check with a superior and to call me back. That was in December 2005 .... I am still waiting!

I think Verizon Wireless should do more than just appologize. They caused the initial problem with the activation, deactivation and reactivation scenario. As a result of that scenario the phone could not be activated online causing me t owaste 3 hours of my time. I think I should be given some sort of credit on my account.

Sincerely,

Timothy