I admit, the last two Verizon “rants” were problems that I could have prevented if I had been more aware and responsible of the matters at hand.
But this time, this isn’t really a rant. It’s more of a statement of just how little Verizon cares about you as a customer.
Back in October, I incurred $97 in data charges checking my e-mail during my honeymoon. It’s my fault, I admit it, whatever. In early November, I went to a Verizon store, while at DevConnections in Las Vegas, and spoke to a manager there about the situation. He agreed to give me a credit of half the $97 (approximately $48.50) if I agreed to add a data plan onto my phone right then and there. I told him yes, and then asked if I could just cancel the data plan in a week or so. He reluctantly said yes, and wrote down on a piece of paper the details of the credit. He added the data plan and that was that. No receipt or anything, and I didn’t catch this manager’s name.
It’s been two bills since then, and I still haven’t seen the credit. A few weeks ago I went into a local (San Diego) Verizon store, and the person there explained that there’s nothing noted on my account regarding a credit. I explained the entire situation and he agreed that I should be getting the credit. He said he was going to put a note on there, and if I still don’t see a credit next month (maybe the manager in Las Vegas just didn’t post it yet?) then I should call Verizon or visit a store again to make sure I get the credit.
Today I called customer service (via *611) and had the customer service rep explain that since I don’t know the name of the manager in Las Vegas, and because they didn’t put any notes on my account, she basically can’t do anything. I would have to find exactly who I spoke to and bring it up with them. I ask if she can tell me what store this happened at, since I don’t live in Las Vegas and was just visiting. It takes her at least three minutes to just tell me the name of the plaza the store is in. What, your database doesn’t show things like store numbers?! I also ask her about dropped calls and poor reception, since Heather and I can’t get reception worth a darn in our house. She said we need to call #832 immediately after a dropped call, and they will credit me automatically. Why Verizon can’t credit me automatically anyway (without calling a number), I’ll never know.
I’m starting to think at this point that the manager pulled a fast one on me. I decide to try and find the store. I end up locating the exact one I went into, via the plaza name the CSR gave me before. It’s on Tropicana Ave in Las Vegas. I call, and explain the situation to the first CSR, and say that I may need to speak to the manager to get this resolved. He explains that since I don’t know who I talked to, he can’t just ask everyone about my situation. He puts me on hold repeatedly, and in between holds, asks for my phone number. I finally give up after being on hold for five minutes and hearing ringing that entire time.
I’m probably going to call Verizon’s corporate line (thanks Consumerist!) and leave a message, see what happens. I’m just over Verizon in general now. The concept that the customer is right is totally lost on them. Who knows what other wireless companies are like. I want to just bail on cell phones entirely, but obviously can’t do that. Maybe Cricket wireless would work for Heather and I. I dunno.
P.S. — Read this awesome tale of woe from another person dealing with Verizon.