Poor Customer Service

Posted Fri April 6, 2012 1:06 am, by Lynnette H. written to Verizon Wireless (Cell Phones)

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I have been a customer since 1997. In the past five years my bill has never been under $200. I at one time carried three lines and continue to carry two.

As of March 27, 2012, I would have been eligible for upgrades on both lines. The primary line was eligible for the larger upgrade the early part of March and the small upgrade on the 27. I inquired about switching the upgrades and whether I would lose any discounts by doing so. I was assured I would not lose either by representatives of your company. So the primary line discount was applied to the secondary line without a hitch. However, when I attempted to upgrade the phone which was assigned to the primary line, I got major runaround.

I went into a corporate location and was unable to complete the transaction in the store because they were not able to give me the discount for the 4G upgrade. The young man who attempted to help me did all that he could and referred me to your telephone service to complete my purchase ( spent nearly a half and hour with him attempting to get this accomplished). The tele-service epresentative was able to process the discount and order the phone but I was told I needed to go back to a corporate store to get the sim card switched from the 74 line to the 86 line. The instore rep told me if I were to do this, they would need to shut off the 74 line which had the early upgrade and my granddaughter which has the other phone in Louisiana in college would need to go into a corporate store to have her phone turned back on. Plus I was told I would need to pay $20 dollars to transfer the data from my old phone to the new phone. Further, your rep indicated to that they were actually doing more than they were supposed to do as this line was not supposed to get the additional discount. I don't understand that logic. I have two lines both with upgrades that were listed on the online page and that was all I was attempting to get. I was told the switching of the upgrades would not cause a lost in either discount. Now to add insult to injury. I am told if the 74 line is shut off to make the switch the Iphone will lose its warranty. I did not switch the phone because I need to get this resolved and I don't want to lose the warranty for the Iphone. It is important to me to have my data transferred quickly as the old phone is not working properly.

I do not appreciate the runaround I am getting nor the condescending attitude from the service rep in the Boardman store. I was not asking for anything your company had not represented I would receive and nothing more than what I have paid for over the years for being a loyal customer. My daughter and her cousin did the same exact thing with their sprint account without a hitch.

It seems every interaction with your organization is problematic. It is causing me to rethink my choice for signing on for another 2 year commitment for both phones. You have already lost the third line I had with you.

I would like to have my phone lines changed without lost of service or warranties receiving both the discounts for both upgrades as promised as I am upgrading both lines to capacities outlined. I would appreciate employees understanding that each time I go into a corporate store it cost me time and money. Further, If there are pitfalls from switching upgrades your staff should make the customer aware or just not offer the service at all. Snide remarks which indicates he is doing me a favor, do not engender loyalty. Your company in this instance was not doing me a favor. I was requesting the service I was told and had writtent verification I could receive. My time nor my gas is not free. I pay for your service and expect to receive it as promised.