Terrible Verizon Wireless Experience, Monday April 24, 2017

One week ago, I received an email from my cell phone service provider, Verizon Wireless.  It advised of a special opportunity to trade in my Samsung Galaxy S7 for the new Samsung Galaxy S8.  I pondered it and decided to do it, the beginning of tortuous experience.

I started out trying to execute the purchase on line in direct response to the email.  After wasting much time, I turned to attempting a telephone call-in purchase.  One would think that getting through to a human being in a company in the communications business would be easy.  Exactly the opposite happened to me but I finally managed to reach a human being, name of Lorne, I believe.  He led me down a tortuous path that included the culmination of the order with the message it was cancelled.

Lorne decided to pass me on to a person, Isaiah, at a different phone number.  So I kept Lorne on my house land line while I called Isaiah on my cell.  Things went from bad to worse and before I knew it both calls collapsed.  I decided I’d had enough.  However, Isaiah called back and we managed to consummate the purchase of the phone and accessories.  That was two days ago, April 22nd.

The phone arrived earlier today and first chance I took it to my closest Verizon store where I was told they would facilitate the transfer of contact, apps, etc. to my new phone.  While waiting for the single service person to finish off with another customer, I perused the phones on display.  I was shocked!

In addition to the Samsung Galaxy S8, there was a much larger display Galaxy S8+… much more to my liking.  The store person advised me to go to a “corporate” store where they would have more ability to swap things around and give me what I wanted.  He put me onto the store at the Washington  Square mall.  By then, I had to negotiate heavy rain but managed to get there.

The store is huge, had no customers and at least four service people… maybe it was six.  The treatment I received was obnoxious as they let me know from the very beginning they were not going to help me.  The main person with whom I began, scoffed at me… said they couldn’t take back a used phone and sell it for new.  His manner was insulting, while the other sales people present seemed highly amused.

I was about to exit the store with intention of sending everything back to Verizon, when, with some difficulty, I managed to put through a call to Verizon customer service.  Standing in front of the store people, I told the woman what had happened.  She asked me to put the person on the phone.  With much enjoyment, he refused.  Finally another store person took the phone.  Not getting anywhere with these people, the customer service woman, asked me to hold while she talked with her superior.  I waited and waited until I realized the call was terminated.

The final chapter took place at The Postal Annex where I had the phone and accessories returned to Verizon.  I look forward to the day I can permanently sever contact with Verizon.

About StoryTeller

Allen Pollens has always had two personas. There is the tinkerer who always wanted to know, “How does it work?” That one became a graduate engineer and led a high-tech work life for more than forty years. Then there is the storyteller, Allen Pollens, who was spinning tales from the time he was a child. Allen Pollens has published more than twelve books. All are available at Amazon.com.
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