Why Do I Do This?
Sent to the Better Business Bureau Today.
I moved to a new location in October of 2007 and was assured by Verizon Wireless that I was still covered by their digital network and that my coverage would not be interrupted. Immediately, I noticed a dramatic decrease in service including dropped calls, missed calls, and an inability to sustain enough of a connection to dial out.
My phone began to show error messages and ceased to function at all. I visited a Verizon store in the XXX area, where a representative checked the phone's functions and could not explain the defects. After turning the phone off and performing some kind of reset, he pronounced it fixed and told me to visit any Verizon store if I had any further problems with it. Another month passed with this phone (with the continued decrease in range and call reception) before it again ceased to work.
I took it the Verizon Wireless kiosk at XXX, where I had purchased the phone, and a representative told me that if I was having problems with my phone that was not Verizon's responsibility. He asked how long I had had that particular phone and said it was out of warranty and therefore not their problem. He did not pull up my account information, he did not ask for my name, and when asked about cancellation fees if I chose to leave Verizon, he quoted a $150 price. At this time, I contacted the Verizon corporation (November 27th of 2007).
Verizon apologized for the poor customer service and offered to send me a new phone which they believed would solve my connectivity issues. I agreed to this situation and received my new phone express shipped. Verizon also asked at this time if I would like a technician sent out or if I would like to see if the new phone would solve the problems. I opted to test the new phone. I again asked about cancellation fees and was told that the actual amount specific to my account was $85.
For the next five months, I made repeated stops at the Verizon store in XXX to ask about service, as this is the kiosk closest to my place of residence. The new phone, while not ceasing work as the old one had, still had extremely limited reception and often dropped calls or did not even register that a call had been received until several days later. On multiple occasions, the Verizon representatives expressed confusion about my continued lack of service and attempted to update my phone. I asked about having a technician now come out and was told that it was Verizon policy that my phone had to have a sufficient log of dropped calls before a tech ticket could be started. I had not been told this before.
I was also told that I was covered under Verizon's "Digital Network" and there was no reason for my bad service.
I have tried using the phone outside my residence, in the parking lot, down the street and in several other situations, but the single bar of service I received remained the same. Unfortunately, while I could not count on getting enough of a connection to dial out, I also was not amassing enough dropped calls to warrant the visit of a technician, at least according to the policy cited by kiosk personnel.
During the last two weeks, my Verizon service almost cost me a job interview. I was frustrated, but did not decide to leave the company until a tornado touched down within a few miles of my parent's home. At that time I had to get in my car and drive while a severe weather warning was still in effect in order to get enough service to complete a call and determine their well being.
I found myself rethinking my commitment to America's most reliable network.
I have now switched my phone service to Sprint, and my new phone has full service in the area, which suggests to me that it is Verizon's network and not my residence or prior phones that caused the problems. I am currently in the process of having my number patched to Sprint and hope to completely finish my dealings with Verizon shortly.
After making the decision to terminate my Verizon contract, I did return to the kiosk in the XXX to pay the cancellation fee of $85.00, but will now have to wait on a final bill from Verizon to be completely finished with them.
I am very frustrated with the fact that I had to continue to pay for a level of service that I do not feel Verizon was providing. I also understand that most of my complaint is based on verbal interactions that did not include any kind of receipt that could verify them. I would like to stress that in my dealings with Verizon the corporation I felt the customer service was far more helpful, but in person found myself often dismissed or talked down to.
I am hoping that this complaint is kept on file to add basis to any future problems or questions about the level of the 'digital network' that Verizon provides in my area. I also plan to send a copy of this complaint to Verizon as I have not yet had the opportunity to speak with someone who expressed any curiosity in my early termination of my contract, despite the fact that I have renewed it previously with this same company.
Thank you for your time.
Yeah, I know. I'm always complaining to someone about something and frothing up the waters. But what can I say? I've had a horrible experience with them and I want it to be on record somewhere.
I suppose the ultimate moral of the story is:
Don't piss me off. I'll go bureaucratic on your ass.
I moved to a new location in October of 2007 and was assured by Verizon Wireless that I was still covered by their digital network and that my coverage would not be interrupted. Immediately, I noticed a dramatic decrease in service including dropped calls, missed calls, and an inability to sustain enough of a connection to dial out.
My phone began to show error messages and ceased to function at all. I visited a Verizon store in the XXX area, where a representative checked the phone's functions and could not explain the defects. After turning the phone off and performing some kind of reset, he pronounced it fixed and told me to visit any Verizon store if I had any further problems with it. Another month passed with this phone (with the continued decrease in range and call reception) before it again ceased to work.
I took it the Verizon Wireless kiosk at XXX, where I had purchased the phone, and a representative told me that if I was having problems with my phone that was not Verizon's responsibility. He asked how long I had had that particular phone and said it was out of warranty and therefore not their problem. He did not pull up my account information, he did not ask for my name, and when asked about cancellation fees if I chose to leave Verizon, he quoted a $150 price. At this time, I contacted the Verizon corporation (November 27th of 2007).
Verizon apologized for the poor customer service and offered to send me a new phone which they believed would solve my connectivity issues. I agreed to this situation and received my new phone express shipped. Verizon also asked at this time if I would like a technician sent out or if I would like to see if the new phone would solve the problems. I opted to test the new phone. I again asked about cancellation fees and was told that the actual amount specific to my account was $85.
For the next five months, I made repeated stops at the Verizon store in XXX to ask about service, as this is the kiosk closest to my place of residence. The new phone, while not ceasing work as the old one had, still had extremely limited reception and often dropped calls or did not even register that a call had been received until several days later. On multiple occasions, the Verizon representatives expressed confusion about my continued lack of service and attempted to update my phone. I asked about having a technician now come out and was told that it was Verizon policy that my phone had to have a sufficient log of dropped calls before a tech ticket could be started. I had not been told this before.
I was also told that I was covered under Verizon's "Digital Network" and there was no reason for my bad service.
I have tried using the phone outside my residence, in the parking lot, down the street and in several other situations, but the single bar of service I received remained the same. Unfortunately, while I could not count on getting enough of a connection to dial out, I also was not amassing enough dropped calls to warrant the visit of a technician, at least according to the policy cited by kiosk personnel.
During the last two weeks, my Verizon service almost cost me a job interview. I was frustrated, but did not decide to leave the company until a tornado touched down within a few miles of my parent's home. At that time I had to get in my car and drive while a severe weather warning was still in effect in order to get enough service to complete a call and determine their well being.
I found myself rethinking my commitment to America's most reliable network.
I have now switched my phone service to Sprint, and my new phone has full service in the area, which suggests to me that it is Verizon's network and not my residence or prior phones that caused the problems. I am currently in the process of having my number patched to Sprint and hope to completely finish my dealings with Verizon shortly.
After making the decision to terminate my Verizon contract, I did return to the kiosk in the XXX to pay the cancellation fee of $85.00, but will now have to wait on a final bill from Verizon to be completely finished with them.
I am very frustrated with the fact that I had to continue to pay for a level of service that I do not feel Verizon was providing. I also understand that most of my complaint is based on verbal interactions that did not include any kind of receipt that could verify them. I would like to stress that in my dealings with Verizon the corporation I felt the customer service was far more helpful, but in person found myself often dismissed or talked down to.
I am hoping that this complaint is kept on file to add basis to any future problems or questions about the level of the 'digital network' that Verizon provides in my area. I also plan to send a copy of this complaint to Verizon as I have not yet had the opportunity to speak with someone who expressed any curiosity in my early termination of my contract, despite the fact that I have renewed it previously with this same company.
Thank you for your time.
Yeah, I know. I'm always complaining to someone about something and frothing up the waters. But what can I say? I've had a horrible experience with them and I want it to be on record somewhere.
I suppose the ultimate moral of the story is:
Don't piss me off. I'll go bureaucratic on your ass.