Normally, I do not write complaints to be posted to the world… but my recent experiences with Verizon changed all that. This is the best example of poor customer service I have ever seen "" and I work as a Communications Manager and Technical Writer (SEO) in an internet company that prides itself on customer service.
I have been a Verizon customer for coming up 13 years (from GTE to Verizon in 2000) "" I chose them because they appeared the best option in a small sea of options. I then convinced my friends (because they have this great deal on "˜in calling') to get it. I even got my X wife to get it!
Ok, I have this phone "" the LG enV2
There are a number of Known issues with this model "" but I am getting ahead of myself, I did not know this was the issue until my last visit to Verizon…
Including the Charger Port
So, last summer "" back in July, I went into Verizon and told them I had charging problems. They solved my "˜problem' by selling me a NEW home charger. Now this seemed to work "" um, ok. I still had to hang the cord over the counter and then it would fully charge.
By October, it was getting so bad that I could charge it for minutes at a time, if just the right pressure was put on the cord and plug.
So I went and visited my local Verizon store here in Poulsbo Washington.
Here is how things went down:
Â» I met with the same woman that I saw back in July "" Stephine Morris.Â» She is polite and tells me this is a known problemÂ» Stephine said there was a memo circulated to her in the company stating this known problemÂ» She states that they will replace the phone "" and that as a she used to be a tech, she would call SilverdaleÂ» She asked first if they had the ports there to do the job "" no, they don't have the partÂ» She then asked if there was a phone see for me to just pick up "" no they ran outÂ» She finds out that I need to get it done "˜through corperate'Â» Stephine gives me an 800 number and sends me on my way!I leave Verizon "" not entirely happy with my phone that can only get 30 seconds of charge time. I call the 800 number while driving home…
Â» Hello "" I need a new phoneÂ» Name and last 4 of the socialÂ» Talk with nice woman about replacement phoneÂ» Sure I can have one "" for $50 because mine is now out of warrantyÂ» I say "˜known issue and store said they will cover it'Â» She says she can only get me the phone "" ok, I need itÂ» She then says that she can transfer me to Customer service and they can help with either the charger cost or phone cost (she felt one way or another this was wrong)Â» Phone will be here in two days (yeah!)I finished up, then was transferred to customer service…
Â» James from Washington was to be "˜helping me'Â» Short of saying "Tough Luck" out loud "" he stated it was not in warranty and "Too Bad"Â» James, you need to learn something about customer service "" ***.Â» He verbally stood his ground, ignoring the charger purchase (although he said he could see it)Â» He then told me "" I "" yes, "I" should have known this was a problem back in July when I bought the chargerJames, I have had cell phones longer than you have been through and out of puberty "" every time there has been any kind of "˜charging issue' it was always the charger plug on the cord "" and that was once!
So now, I call Stephine and she states, "when the phone comes in, we will see if they charged for it and fix it"
Two days later….
The phone arrives
Â» Well, NO ONE mentioned that I would be getting a bare phone "" nothing else with it, no battery, cord "" nothing.Â» Even better "" NO ONE mentioned that it was a refurbished phone!Â» All with a 90 day warrantyÂ» See below "" I would have purchased a new phone had I known this…I took the phone to Verizon "" Poulsbo Washington and saw Stephine.
Â» She saw the charge for the phone and said that "she would take care of it"Â» She then went to transfer all the data into the "˜new' phoneÂ» At this point she did note that me port was in such shape that she could not maintain consistent contact long enoughÂ» Stephine was generous enough to sell me a mini memory chip!Â» So I then had a memory chip so she could move my data over "" thanksÂ» She made a copy of the paperwork (costs) that came with the phone.Â» I was told that she would get her outside? Manager to take care of itI then went straight to the FedEx box and sent in my old phone 20 minutes later "" to be repaired and sold to some other sucker as new. Stephine had given the copies of the papers to the person who would clear this all up, on that same day.
I have since left messages with Stephine "" and will swing by the store this weekend. I can still see the charge to me for the phone…
Oct 24 (three weeks later) Update:
I got to talk with Stephine Morris on the 22nd (the women who I statred with). She had given her "IDR" Donale, the copies of the papers where I had been charged. There had been no word, either way, although she would talk with her and get back to me
So Verizon "" where did you fall down here?
First "" there is an issue "" and you folks know it
Second, your staff has to do what they say they do "" and that is customer service. I got to BUY a:
Â» New wall chargerÂ» Refurbished phoneÂ» and memory cardÂ» Near $100 for all thatAll because of a known issue that was not taken care of promptly.
A brand new phone from you is $20!!
New, with a NEW battery and charger is $33 "" and it would have cost $10 to swap memory and activate.
The last struggle is that I went in and was looking at a family plan "" my partner (who I got onto Verizon 4 years ago) and I want to join the accounts and ad a phone for my 15 year old son. BUT if this is an example of service…
Maybe Walmart has the answer to service (and they are not known for it) "" maybe the world is modern airlines without food or personal service now, but I though you folks still say that you are great on your commercials… and website
Verizon, if you want to contact me "" you can reach me here "" firstname.lastname@example.org
Tags: bad service, complaint, customer service, Donale, issue, issues, known, lg env2, Morris, no, poor, review, Stephine, Stephine Morris, Verizon