Verizon rant

JamesShort · **Posted:** Thu Dec 16, 2010 2:43 pm

I just recently started a Verizon account and got Droid X's for my wife and me. The whole process was pathetic. No transparency, the sales reps (both on the chat client and on the phone) don't know anything.

My wife had a line on her folks family plan that we wanted to cancel but she wanted to retain the number. I know there is an option for 'transfer of liability' but then the line wouldn't be eligible for the promotion on the Droid X which was worth more than the cancellation....anyway, point is she wanted to keep her old number. So I spoke with 4 online reps and 2 on the phone and I got 4 different answers with the 'average' of the bullshit they were telling me was 'yes, she can keep her number'. Ok good........nope, finally went through with it and got to the store to do all this and after a line is canceled, the # is held in some probationary state for 6 months before it is released and even then you can't cherry pick it for a line.

Next thing. I wanted to know EXACTLY what the total bill would be, so I asked a rep where I would see this number including all taxes/fees etc. She said on the final page of the order process (I had to do it online to get my company discount). I didn't like this answer since on the second to last page you have to input your SSN and billing info. Anyway, she/he assured me that if I didn't want to go through with it, I could cancel and the info would be deleted. I got to the last page....saw the number. Ok, good. Well I got the 1st bill and that number was devoid of the taxes and fees. I recreated a cart online and there was no 'stars' or notes about this.

Finally, within 20 minutes of placing the order, I got an email about that $10/month promotion for smart phones where you don't have to pay the 'extra line charge'. Great. Even the documentation that came with the phones referenced this promotion. This would lead a less savvy customer to assume it is accounted for. Nope, wasn't in the bill break down. Called, had them fix it.

Anyway, I will say that chances are good that I would have gone through with everything that I did even had all these reps knew their ass from a hole in the wall, but I can't understand how such terrible customer service can fly in a major company like VZW.

Maybe, I've had such a miraculously lucky experience with ATT/Cingular for the last 8 years that I'm naive to the fact that all these wireless companies are terrible

.

Aaron Buckley · **Posted:** Thu Dec 16, 2010 2:55 pm

The line about the number being put into a probationary status for 6 months is BS. AT&T owns that number and unless it's ported to VZW, they are going to redistribute it to someone within the week.

If you don't believe me, call the number in about 2 weeks and I guarantee an new AT&T customer has your number as they are constantly running out of numbers. - AB

JamesShort · **Posted:** Thu Dec 16, 2010 2:58 pm

Aaron Buckley wrote:

The line about the number being put into a probationary status for 6 months is BS. AT&T owns that number and unless it's ported to VZW, they are going to redistribute it to someone within the week.

If you don't believe me, call the number in about 2 weeks and I guarantee an new AT&T customer has your number as they are constantly running out of numbers. - AB

Oh sorry, I should have mentioned that her number was already on Verizon but on her folks plan. Yes, what you described is correct.

But it boggles my mind that they can't do that same thing, but Verizon->Verizon.

JohnByers · **Posted:** Thu Dec 16, 2010 3:29 pm

If you wish James I will have my wife read this. She is in tech support at the Wilmington call center. She will know if some customer service rep is shooting you some BS or not. She is always annoyed it seems with someone who is in CS dept not doing their job and she has to fix it when they call in with a tech issue.

JasonWatts · **Posted:** Thu Dec 16, 2010 3:37 pm

I have verizon... and yep, yoru right. their customer service SUCKS.

When I got my orginal plan, I got it all done at the store, even the company discount for working at harris teeter.

but, some of hte nice things you get that make it worth it... if you travel to the middle of no where, your best bet is to use verizon... hell, I even have to connect my iphone to the verizon data to do work because att network blows...

another nice thing... I havent worked for harris teeter in close to 6 years... and still have the discount. they dont ask me about it, I dont tell them about it and we both seem to be happy. This has survived 2 upgrades, and will likely survive the next one here in a few months.

but, yes, customer support SUCKS and you never get the sane answer twice.

JamesShort · **Posted:** Thu Dec 16, 2010 3:37 pm

JohnByers wrote:

If you wish James I will have my wife read this. She is in tech support at the Wilmington call center. She will know if some customer service rep is shooting you some BS or not. She is always annoyed it seems with someone who is in CS dept not doing their job and she has to fix it when they call in with a tech issue.

That'd be great! Thanks.

Michael Westerfield · **Posted:** Thu Dec 16, 2010 3:40 pm

I've been considering switching from ATT to VZW as well. Thanks for the info.

JohnByers · **Posted:** Thu Dec 16, 2010 3:46 pm

I love the service. Yes I "AM" biased. However I think all phone companies have their pros and cons. You just have to decide which one has the most # of pros to fit your needs.

JamesShort · **Posted:** Thu Dec 16, 2010 3:46 pm

Michael Westerfield wrote:

I've been considering switching from ATT to VZW as well. Thanks for the info.

Well I will say that the reception/signal seems better on this phone on Verizon than my old brick of a phone (old Nokia) on ATT. Plus I like verizon's online web gui for account management/bill paying etc better. I wouldn't let it dissuade you terribly.....just learn from my experience so it doesn't happen to you

.

Aaron Buckley · **Posted:** Thu Dec 16, 2010 3:50 pm

JasonWatts wrote:

I have verizon... and yep, yoru right. their customer service SUCKS.

When I got my orginal plan, I got it all done at the store, even the company discount for working at harris teeter.

but, some of hte nice things you get that make it worth it... if you travel to the middle of no where, your best bet is to use verizon... hell, I even have to connect my iphone to the verizon data to do work because att network blows...

another nice thing... I havent worked for harris teeter in close to 6 years... and still have the discount. they dont ask me about it, I dont tell them about it and we both seem to be happy. This has survived 2 upgrades, and will likely survive the next one here in a few months.

but, yes, customer support SUCKS and you never get the sane answer twice.

In my job I negotiate a lot of telecom deals, wireless included. Harris Teeter will never want to kick you off their discount plan, for you are adding to the $$ spent with VZW, which helps their negotiation power and adds no liability to them (for it's an individual liable plan). - AB

JasonWatts · **Posted:** Thu Dec 16, 2010 4:01 pm

Aaron Buckley wrote:

JasonWatts wrote:

I have verizon... and yep, yoru right. their customer service SUCKS.

When I got my orginal plan, I got it all done at the store, even the company discount for working at harris teeter.

but, some of hte nice things you get that make it worth it... if you travel to the middle of no where, your best bet is to use verizon... hell, I even have to connect my iphone to the verizon data to do work because att network blows...

another nice thing... I havent worked for harris teeter in close to 6 years... and still have the discount. they dont ask me about it, I dont tell them about it and we both seem to be happy. This has survived 2 upgrades, and will likely survive the next one here in a few months.

but, yes, customer support SUCKS and you never get the sane answer twice.

In my job I negotiate a lot of telecom deals, wireless included. Harris Teeter will never want to kick you off their discount plan, for you are adding to the $$ spent with VZW, which helps their negotiation power and adds no liability to them (for it's an individual liable plan). - AB

im lost on this... I just figured it was due to them not having a sure fire way to verify other then asking me to resubmit pay stubs.... and im sure for the minor discount they are offering (15%) they just dont see it worth the potential customer loss when people loose and switch to a less expensive service. I dont think HT cares as they are not gaining or loosing anything.

Aaron Buckley · **Posted:** Thu Dec 16, 2010 4:09 pm

JasonWatts wrote:

im lost on this... I just figured it was due to them not having a sure fire way to verify other then asking me to resubmit pay stubs.... and im sure for the minor discount they are offering (15%) they just dont see it worth the potential customer loss when people loose and switch to a less expensive service. I dont think HT cares as they are not gaining or loosing anything.

If HT chooses, they could easily have an audit done (which VZW would love) to determine who was an actual employee or not.

For Harris Teeter, you are like the idea around "Groupons". Groupon's founder was a genius. He negotiates discounts based upon volume in advance, with no known volume, but limits it with a minimum buy in. In your case, you are willing to contribute to HT's wireless expenditure (and getting a discount to do so) so they have greater buying power at contract renegotiation. The best part is that if HT's discount goes up, you will reap that benefit as well.

- AB

JasonWatts · **Posted:** Thu Dec 16, 2010 4:17 pm

ahh, that makes since then.

Sorry for the thread jack james... back on topic we go.

Mike, like james said, i wouldent let the bad customer service deter you... espcially if you want coverage in all areas... like when you go and autoX down in Lburg. (service is paty at VIR though)

Steven Carter · **Posted:** Thu Dec 16, 2010 4:24 pm

Why not Cricket? :wink:

Vincent Keene · **Posted:** Thu Dec 16, 2010 4:40 pm

While we are talking cell phones here (sorry for the tangent) I have a question. Is there such a thing that will actually increase the signal strength in your home?

My SIL says there is, and she has one, but she's a total idiot so if she said the ocean was wet I wouldn't believe it.

I have Verizon as well (Alltel customer before the takeover) because the coverage is better in rural areas like B.F.E. where I live.

I can go from four bars to zero and not move an inch. This is really annoying and I basically can't use my cell at home because of it.

Anything I can do/buy?

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