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I just got off an approximate 90 minute call regarding my "glitch" order over the weekend. It was very frustrating, but if you read to the end, you will pick up some tips and get the happy ending we all look for in life.
Prior to the call I had two orders. The first was on September 6th. It was not attached to any phone line and was put in as a special order as an accessory.
The second order was from the 29th during the "glitch" time. It was on my main line and got the subsidized price and kept unlimited data with a confirmation email.
My goals were simple: have a verbal and written confirmation to retain my unlimited data if the second contract was going to be honored and cancel one of the orders as I don't need two Note 3s.
So I call up and get the front line tech support guy. I explain the above and then he takes the second order's confirmation number and whatnot. He punches it up and he says the system is currently showing that as soon as I activate the phone, I will go to the default 2GB/month data plan. I asked him how could that possibly be when I have a confirmation email saying I have unlimited data confirmed and an official statement from Verizon headquarters to droid-life.com that the contracts will be honored He says he has never heard of this official statement and there's no news in the system regarding this weekend. I then proceed to read it verbatim to him. He repeats that there's nothing in the system regarding this, so my account will default to the 2GB plan. I'm really starting to hate this "system" at this point...
Wanting to retain my unlimited data, I then ask and give him all the info for the first order. He says he can't find it in the system (there goes that system again...) He continues to search for a couple minutes and says he can't find the order. He then puts me on hold saying he is contacting another department. After several minutes of being on hold, he comes back on line and says the other department told him they found the order, but since it was not attached to a phone number it was harder to find. The status of this order is processed, out to the warehouse, and can not be canceled. Wait. What? Does that mean it's being shipped today? He says he doesn't have that information. He can only go by the previous 10/10 date.
I realized at this point this guy was going to be no use to me. He cannot help me retain unlimited data on the second order and he can't cancel the second. I ask him to escalate the call and he does. So, I have to explain the whole situation to the new guy all over, of course...
He punches up the numbers for the second order and it comes right up in his system. He confirms that it is at the warehouse stage, but doesn't know when it's going to ship either. He sticks to the 10/10 date as well as that's what's official and on the order.
He then punches up the second order's numbers and he says the system shows I will retain unlimited, that it is not at the warehouse stage, and he's sticking to the 10/10 date on that order for shipping as well. I explain the droid-life statement and he's completely aware of it as he had many friends and colleagues ask him about it over the weekend. He even tried to place an order himself, but it wouldn't let him do it with his employee ID and there wasn't anybody working on the weekend to override the system. I tell him I'm a heavy data user and need to retain my unlimited. He said he was grandfathered in and was a heavy user as well. FINALLY, a sympathetic ear. He says he will do everything in his power keep the unlimited for me.
He then goes to droid-life.com and takes a screenshot of the official statement from Verizon. He then gives me his personal Verizon email address to forward the confirmation email I got from the second order. He gets it and takes a screenshot of it as well. He puts them both as attachments to the trouble ticket. He types for a couple more minutes and then says, "Okay, this is all the proof I need. I personally guarantee you will not lose your unlimited data when you activate this phone." A HUGE sigh of relief come out of my mouth.
I then give him this scenario: Let's go with the 10th as the shipping date and say I sign for it on the 12th. What next? He said activate the phone via verizonwireless.com. Do NOT call to activate or bring it to a local store to activate. This may cause the line to be manually reverted to the 2GB plan due to human error and interaction. Basically, he's saying let "the system" activate the phone since it currently says I'm supposed to have unlimited. After activating the phone, immediately log out of the verizonwireless.com website and log back in. If the data gets changed you'll know immediately. In my mind I envision a scenario in my head of calling on the 12th and having to go through this allllllll over again starting from scratch. I ask afraid to hear his next response, "what do I do if that happens?" He immediately responds, "Email me. I'll fix it within 10 minutes. I have access to the tools to revert you." I swore I heard a church choir hymn and saw a halo above this guy's head in that instant. He went on to further say, "In fact, I'm curious as to how the system handles your case. Please email me even if your unlimited is retained." For what this guy did for me, hell yeah I am.
End result, lessons learned and advice to all glitch order people:
1) Once the subsidized order was guaranteed intact, I had him cancel the first full retail price order. He said this would have to be a "manual order cancel" since my order was already in processing. It will take 12-24 hours to process this manual cancellation. He said if I don't have a cancel confirmation email by this time tomorrow to email him and he will track it down.
2) This Verizon "system" is HUGE and can be messed up at any time by any human. The front line call center people apparently have VERY limited access to this system. There's so many hands in this system that your orders and rights can be screwed up in an instant, sometimes through no fault of their own. If you talk to the right person with enough access to the system, it actually works. This second tier Verizon rep has reinvigorated my support for this company. I no longer just like the network; I like their service-- A LOT.
3) If you have a "glitch" order pending, call Verizon today as soon as you get home. Be prepared to go through the same struggle, but never waiver in your determination to keep your unlimited at the subsidized price. If you talk to the right person it will happen. Once you have your unlimited assured, if you're not told to by whomever you talk to activate by the website only, activate by the website only. If your unlimited goes away after activation, call or go to your local Verizon store immediately to have it fixed.
Attached is proof I emailed him my "glitch" confirmation email and his reply acknowledgement.
Hope this helps some of you out there,
Doc
docnok63 said:
3) If you have a "glitch" order pending, call Verizon today as soon as you get home. Be prepared to go through the same struggle, but never waiver in your determination to keep your unlimited at the subsidized price. If you talk to the right person it will happen. Once you have your unlimited assured, if you're not told to by whomever you talk to activate by the website only, activate by the website only. If your unlimited goes away after activation, call or go to your local Verizon store immediately to have it fixed.
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I'm going to activate it through VerizonWireless.com like you said, but I'm not going to bother to call. If I lose unlimited after signing up for the unlimited plan I'll simply call them and let them know they need to revert me back to unlimited or I'll be canceling without a termination fee. Then I'll head over to T-Mobile, pick up the Note 3, and be happy.
Thanks for the heads up though, much appreciated.
I saw it on TV news last night, Verizon WILL be honoring the contracts made unlimited due to the glitch! You guys lucky! I wasn't up for renewal, 5 mo to go, so missed out.
Sent from LG Spectrum using XDA app
LillieBennett said:
I saw it on TV news last night, Verizon WILL be honoring the contracts made unlimited due to the glitch! You guys lucky! I wasn't up for renewal, 5 mo to go, so missed out.
Sent from LG Spectrum using XDA app
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What news station?
LillieBennett said:
I saw it on TV news last night, Verizon WILL be honoring the contracts made unlimited due to the glitch!
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I'm very sure they'll honor the contracts now that they've officially said so. It's your current status in the system that will determine if your unlimited stays after you activate the phone. If it's set to put you at the 2GB default, then it will. Then you'll have to spend all kinds of time on the phone and/or at the Verizon store getting it back. It's better to nip it in the bud before the phone comes so you can just enjoy the awesomeness that is the Note 3!
docnok63 said:
I'm very sure they'll honor the contracts now that they've officially said so. It's your current status in the system that will determine if your unlimited stays after you activate the phone. If it's set to put you at the 2GB default, then it will. Then you'll have to spend all kinds of time on the phone and/or at the Verizon store getting it back. It's better to nip it in the bud before the phone comes so you can just enjoy the awesomeness that is the Note 3!
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They announced monday morning that they were going to honor all the orders from this past weekend. I'd suggest subscribing to a few android news feeds. Could save you a lot of time in the future.
The plot thickens........
Gotta love that Verizon system...
....
This could possibly mean that my retail price order shipped.
polo2883 said:
What news station?
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WHSV if I remember correctly, but it's to late to change orders, those who stayed with the glitch order won big, congratulations!
Sent from LG Spectrum using XDA app
I'm a former verizon employee, both in over the phone tier 1 customer service and in store retail rep. As xda has been a huge help to me in the past I figured it was time to break my silence. I'm also going to use this post to give you some insider secrets.
First, it seems like you lucked out with the second rep. He was clearly on his game, and had a supervisor who is able to give him some leeway. He offered to give you his personal email * a big no no, and wants to help you. If hes taking screenshots, he most likely notated your account, which is good for you. The lesson to learn here is twofold. One, there are many corporate reps who will tell you whatever you want to hear to get you off the phone and will either forget to notate the account, or will blatantly not write it in your account (I used to clean these up all the time). Given that he he gave you an @VerizonWireless.com email I would assume, you are in good shape. Now, here is where things get interesting. Verizon cannot fill its customer service ranks as the job is a thankless one, and unless you are vested, most reps are lucky to last a year. In addition, they have been closing call centers and asking more of the reps they already have. As a result, verizon backfills there demand with third party call centers. These third party call centers are unfortunately very un-acountable because no one in corporate has access to them. If they can't give you a real email, then they are likely one of these reps. Unfortunately, reps aren't supposed to give out their emails to begin with, so its a crapshoot to begin with, but its a place to start. Also, verizon centers run until 11pm in their local jurisdiction. The later you call, the more likely you are to get one of these reps.
It also seems like this person had a competent supervisor who would be willing to back them up. Unfortunately not all supervisors are willing to work with you. Verizon tied the supervisor schedules to things like credits, so you may need to call multiple times to get what you want.
As for the first rep. He could either have been a third party rep *who get half the information as corporate reps and half the access, or he could just not be aware of what happened. A lot of verizon employees don't follow places like droid-life, and in cases of leaks, they are the last people to know about anything. Usually it takes a while before there is even an official response from legal. Furthermore, corporate would likely be telling the reps to try and get you to switch, because "your data usage is really low" or some other bull****. The best option is to stay firm, but never lose your temper. Most reps will try their best to help you out as long as you remain civil. The minute you start yelling and screaming, you've lost your leverage. Verizon reps live and die by surveys, and they want you to give them a ten, but if they've already got their survey for the day, then acting like an ass is a surefire way to get nowhere.
The rep you got did an amazing job, if you get a survey make sure to give him a ten.
-If anyone has questions about how to navigate vzw's systems, what to say to reps etc from an insider perspective shoot me a pm. I left there in august(from retail), so my information is a bit out of date, but I will do my best to help.
soupaloup said:
I'm a former verizon employee, both in over the phone tier 1 customer service and in store retail rep. As xda has been a huge help to me in the past I figured it was time to break my silence. I'm also going to use this post to give you some insider secrets.
First, it seems like you lucked out with the second rep. He was clearly on his game, and had a supervisor who is able to give him some leeway. He offered to give you his personal email * a big no no, and wants to help you. If hes taking screenshots, he most likely notated your account, which is good for you. The lesson to learn here is twofold. One, there are many corporate reps who will tell you whatever you want to hear to get you off the phone and will either forget to notate the account, or will blatantly not write it in your account (I used to clean these up all the time). Given that he he gave you an @VerizonWireless.com email I would assume, you are in good shape. Now, here is where things get interesting. Verizon cannot fill its customer service ranks as the job is a thankless one, and unless you are vested, most reps are lucky to last a year. In addition, they have been closing call centers and asking more of the reps they already have. As a result, verizon backfills there demand with third party call centers. These third party call centers are unfortunately very un-acountable because no one in corporate has access to them. If they can't give you a real email, then they are likely one of these reps. Unfortunately, reps aren't supposed to give out their emails to begin with, so its a crapshoot to begin with, but its a place to start. Also, verizon centers run until 11pm in their local jurisdiction. The later you call, the more likely you are to get one of these reps.
It also seems like this person had a competent supervisor who would be willing to back them up. Unfortunately not all supervisors are willing to work with you. Verizon tied the supervisor schedules to things like credits, so you may need to call multiple times to get what you want.
As for the first rep. He could either have been a third party rep *who get half the information as corporate reps and half the access, or he could just not be aware of what happened. A lot of verizon employees don't follow places like droid-life, and in cases of leaks, they are the last people to know about anything. Usually it takes a while before there is even an official response from legal. Furthermore, corporate would likely be telling the reps to try and get you to switch, because "your data usage is really low" or some other bull****. The best option is to stay firm, but never lose your temper. Most reps will try their best to help you out as long as you remain civil. The minute you start yelling and screaming, you've lost your leverage. Verizon reps live and die by surveys, and they want you to give them a ten, but if they've already got their survey for the day, then acting like an ass is a surefire way to get nowhere.
The rep you got did an amazing job, if you get a survey make sure to give him a ten.
-If anyone has questions about how to navigate vzw's systems, what to say to reps etc from an insider perspective shoot me a pm. I left there in august(from retail), so my information is a bit out of date, but I will do my best to help.
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Wow! Thanks for this incredibly useful post man!
Sent from my Nexus 7 using Tapatalk 4
I also ordered a phone during the glitch An s4. Got it yesterday called them today and the guy told me he knew nothing of a glitch that let users keep unlimited data. Told him to ask his supervisor, which he did and after a brief hold came back on and said there is an internal memo email about this issue. He stated that this is known throughout all call centers as well as stores that we are to KEEP unlimited data if we ordered during the glitch. So use that info when calling because he assured me for my piece of mind that my unlimted data on all four accounts will be intact. Activated phone and it stayed unlimited. :laugh:
Dra$tiK said:
I also ordered a phone during the glitch An s4. Got it yesterday called them today and the guy told me he knew nothing of a glitch that let users keep unlimited data. Told him to ask his supervisor, which he did and after a brief hold came back on and said there is an internal memo email about this issue. He stated that this is known throughout all call centers as well as stores that we are to KEEP unlimited data if we ordered during the glitch. So use that info when calling because he assured me for my piece of mind that my unlimted data on all four accounts will be intact. Activated phone and it stayed unlimited. :laugh:
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Congratulations! Enjoy your S4! It's a great phone. I'll be giving mine to my son when my Note 3 comes. Now if only Verizon could cancel my first full retail price order. They're still "working" on it. It's been two days now......still no cancel confirmation email.
docnok63 said:
Congratulations! Enjoy your S4! It's a great phone. I'll be giving mine to my son when my Note 3 comes. Now if only Verizon could cancel my first full retail price order. They're still "working" on it. It's been two days now......still no cancel confirmation email.
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Verizon has a separate website for "iconic" pre-orders. Although it looks pretty much the same as the regular order status site, it is a different one. This site gives you the option to cancel your pre-order, but it's kind of hidden.
Try going to this exact website:
https://preorder.verizonwireless.com/iconic/
Then click on "Check Order Status" on the bottom. Enter your pre-order confirmation number and last name and you will get the option to either cancel the order or change payment.
Hope this helps.
LuczOr said:
Verizon has a separate website for "iconic" pre-orders. Although it looks pretty much the same as the regular order status site, it is a different one. This site gives you the option to cancel your pre-order, but it's kind of hidden.
Try going to this exact website:
https://preorder.verizonwireless.com/iconic/
Then click on "Check Order Status" on the bottom. Enter your pre-order confirmation number and last name and you will get the option to either cancel the order or change payment.
Hope this helps.
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Dude, that was PERFECT!!! I did it!!!
docnok63 said:
Dude, that was PERFECT!!! I did it!!!
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Nice! The only reason I know about it is because I had to change my payment info, but nobody could do it for me in live chat or even over the phone. Even the csr I was talking to didn't know about it till she talked to a higher up, but they pointed me in the right direction, finally.
LuczOr said:
Nice! The only reason I know about it is because I had to change my payment info, but nobody could do it for me in live chat or even over the phone. Even the csr I was talking to didn't know about it till she talked to a higher up, but they pointed me in the right direction, finally.
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Yes thanks for the tip. I used it to confirm that three previous orders had been canceled, and one wasn't.
Thanks again. Brilliant.
Sent from my Crapple iPhone 5
docnok63 said:
Dude, that was PERFECT!!! I did it!!!
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You might want to edit out all of your personal information from that screenshot...
EtherealRemnant said:
You might want to edit out all of your personal information from that screenshot...
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Thanks. As you saw from the original one, I edited in the bottom and didn't even think about the tabs... Thanks again.
docnok63 said:
Thanks. As you saw from the original one, I edited in the bottom and didn't even think about the tabs... Thanks again.
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No prob. Just figured you overlooked it.
not to hijack the thread
Not to hijack this thread, but i had question for you guys.
I got a LG G2 during the glitch and picked it up in store the same day with the idea of exchanging it for a Note 3 when it releases.
anyways I was thinking, if I go to exchange it in store and go to the same person who helped me last time (keep unlimited) would it be just a straight exchange plus the difference of the phone? I dont want them to remove my unlimited.
Also i bought the g2 with the "verizon30" coupon...would that still work with the note 3 when i exchange it?
thanks guys!
So Lets start off by saying that I pre-ordered my Note 3 from VZW during the unlimited data glitch. At the same time I also ordered a gold iPhone 5s.
Now the fun starts. VZW has the worst online ordering system anyone can imagine. With this day and age why would you hold an order for 1 month because one item in the order isn't available? I would think you want to ship phones out as soon as they are available so the customer and start using it and possible adding additional revenue to VZW.
After multiple calls, emails and twitter comments I have come to the conclusion that they don't really care about customers. My complaint was answered by the executive care department and I was told tough if you want to keep unlimited you have to keep the order as is. If I wanted the Note 3 sooner I can cancel and reorder but I would lose my unlimited data.
The lady I spoke with was more than willing to manipulate the system so I can add an additional line to my account but they would not manipulate the system to allow my phone to be shipped sooner.
I really wish t-mobile had better coverage where I live. I would leave in an instant. Only way VZW will realize that customer satisfaction matters is if customers leave in droves. I know companies care about the bottom line but there is a fine line between customer satisfaction and the bottom line.
End of Rant
polo2883 said:
So Lets start off by saying that I pre-ordered my Note 3 from VZW during the unlimited data glitch. At the same time I also ordered a gold iPhone 5s.
Now the fun starts. VZW has the worst online ordering system anyone can imagine. With this day and age why would you hold an order for 1 month because one item in the order isn't available? I would think you want to ship phones out as soon as they are available so the customer and start using it and possible adding additional revenue to VZW.
After multiple calls, emails and twitter comments I have come to the conclusion that they don't really care about customers. My complaint was answered by the executive care department and I was told tough if you want to keep unlimited you have to keep the order as is. If I wanted the Note 3 sooner I can cancel and reorder but I would lose my unlimited data.
The lady I spoke with was more than willing to manipulate the system so I can add an additional line to my account but they would not manipulate the system to allow my phone to be shipped sooner.
I really wish t-mobile had better coverage where I live. I would leave in an instant. Only way VZW will realize that customer satisfaction matters is if customers leave in droves. I know companies care about the bottom line but there is a fine line between customer satisfaction and the bottom line.
End of Rant
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NEVER TRUST ANYONE as Verizon, not even Executive relations.
I'm convinced they are knowingly and willingly lying to customers just to get them off the phone and are trained to behave
this way.
1 of many examples.
I called in to have the Verizon30 promo added as a credit, I called and spoke to a Ramona who said
"we have notated the account and the credit will be applied on the next bill"
(this was after 14 minutes on hold checking with supervisors, etc)
Well, I called back in the next day to confirm and nothing had been noted and i'm not getting ****.
polo2883 said:
So Lets start off by saying that I pre-ordered my Note 3 from VZW during the unlimited data glitch. At the same time I also ordered a gold iPhone 5s.
Now the fun starts. VZW has the worst online ordering system anyone can imagine. With this day and age why would you hold an order for 1 month because one item in the order isn't available? I would think you want to ship phones out as soon as they are available so the customer and start using it and possible adding additional revenue to VZW.
After multiple calls, emails and twitter comments I have come to the conclusion that they don't really care about customers. My complaint was answered by the executive care department and I was told tough if you want to keep unlimited you have to keep the order as is. If I wanted the Note 3 sooner I can cancel and reorder but I would lose my unlimited data.
The lady I spoke with was more than willing to manipulate the system so I can add an additional line to my account but they would not manipulate the system to allow my phone to be shipped sooner.
I really wish t-mobile had better coverage where I live. I would leave in an instant. Only way VZW will realize that customer satisfaction matters is if customers leave in droves. I know companies care about the bottom line but there is a fine line between customer satisfaction and the bottom line.
End of Rant
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Just my take on this, and I just came from the much smaller and more inferior US Cellular, but I would consider myself lucky to get to keep the unlimited package. We have 3 phones on our account and in the first 2 days with Verizon, we used 2GB of our 6GB data plan. The coverage is SO much better and easier to use, we found ourselves using a lot of data without even realizing it.
And just a word of caution for anyone who doesn't know, the speedtest.net program uses a LOT of data. I ran the test less than 5 times and because the 4g is so fast and uses larger amounts of data for the tests, it reported that it used 434MB of data.
Sent from my SM-N900V using xda app-developers app
deathshead said:
NEVER TRUST ANYONE as Verizon, not even Executive relations. I'm convinced they are knowingly and willingly lying to customers just to get them off the phone and are trained to behave this way. 1 of many examples.
I called in to have the Verizon30 promo added as a credit, I called and spoke to a Ramona who said
"we have notated the account and the credit will be applied on the next bill"
(this was after 14 minutes on hold checking with supervisors, etc)
Well, I called back in the next day to confirm and nothing had been noted and i'm not getting ****.
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Click to collapse
This is typical telephone "customer support" protocol, and not limited to Verizon. They tell you whatever they think you want to hear if it gets you off their line. Most customer service reps get paid based on how many calls they process each hour.
polo2883 said:
At the same time I also ordered a gold iPhone 5s.
End of Rant
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See the problem there?
Disclaimer: this reply is meant to be for funsies only.
k.electron said:
See the problem there?
Disclaimer: this reply is meant to be for funsies only.
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I know thats the problem.... Its not for me. My wife prefers the iPhone.
I got them to waive the upgrade fee for both phones. She also stated she would waive the restock fee if I went and bought one at full retail then returned it.
To add more to the horrible service story.
I was told by executive customer care that I could go into the store and buy one at full retail. Use it till I get mine or return it within 14 days and they would waive the $35 restock fee. Needless to say that was false. The manager at the store basically told me that its not possible since there is a pending order and they would have to cancel my pending order to sell me the new phone. Wasted about 1 hr between driving and waiting at the store and left with nothing.
On the good side. My credit card was just charged and it looks like my phones should be shipped shortly.
This thread reminds me of the "Hello this is Peggy"(male voice) commercials
That's what it feels like.
Now the lady from executive care said she was wrong and they needed a line not tied to my pending order to sell me a phone at full retail.
It's okay hopefully I have mine by Wednesday. It's in Memphis and that's a direct flight to my local station
Sent from my iPad using Tapatalk - now Free
Two things you did wrong...
You put both phones on one transaction, never do that especially with cell phones unless it's a buy one get one free thing. You'rejust asking for issues with your account like activation.
Second, . You got an iPhone
I'm about send a six page letter to the Verizon VP of retail operations and customer service. I have never experienced more improper behavior by the hourly employees of any company. Before the V10 release I called to confirm that unlimited data customers could buy the phone on the device payment plan on Nov. 15th. I received numerous confirmations over the phone. When I entered the store they had no idea what I was talking about. Fine, put that on Verizon corporate for not properly informing all the stores of what was going on. After many calls a customer service supervisor indicated that I was correct but that Verizon had not updated its own software to make the change in time. I placed the order online that night as the stores had already closed. When I called the next day with another supervisor they again told me I was correct and would make arrangement to ensure that I was given the device payment plan without losing my unlimited data. I arranged to pick up the phone at an official Verizon store. The supervisor assured me that she would follow up after I picked up the phone to make sure everything was correct.
SHADY BEHAVIOR #1 - that same supervisor went into the notes after the call the next day and left an outright lie indicating that she informed the customer (me) that I would NOT be able to buy on the device payment plan until December. The order was canceled and NO ONE notified until AFTER I walked into the store to pick up the phone. My order was canceled without any notification via email or text, so I basically wasted my time going to the store and making all these calls with the supervisor.
SHADY BEHAVIOR #2 - When I called customer service from wihin the store, another supervisor, who said she knew the first supervisor personally, began telling me that I had no order. I emailed it to her and she began refuting the validity of it and when I asked her to give me the status of the order she admitted she had no way of knowing because she had no access to internet orders, which was not her department. Clearly she was just trying to cover for her supervisor friend. I immediately told her to stop wasting my time, now some 30 minutes after first calling, and connect me with a supervisor in the internet orders department ASAP, what she should have done from the beginning. Unbelievable... they see that you are clearly angered and yet they try to blame you the customer for their mistakes.
I returned the phone after I was told that device payment plan would start exactly one week later. On the day I was eligible for the DPP I purchased a new phone. After spending nearly 10 hours and speaking to over a dozen different Verizon employees I wasn't about to come away from the ordeal without the device payment play as I was assured I would.
SHADY BEHAVIOR #3 - In the store the new phone (#2) was handed to me without a screen protector and a receipt was not given to me.
SHADY BEHAVIOR #4 - when I went back into the store to ask for a receipt, and point out that the phone was not working, a employee passed himself off as being "THE" manager. I asked him if he was the store manager and he admitted he was not. He would not provide me with receipt because the store was now closed although many employees were still inside with some customers. He said my receipt information would be available online, which was false. Even the confirmation email sent did not make reference to the model of the phone that was purchased it only made reference to my old phone.
SHADY BEHAVIOR #5 - The next day I returned the phone and was finally given a receipt. This phone also stopped working properly after a few hours! I called a store near my work to confirm if they had a replacement phone in stock and they said they did. I walked over to the store and they said, after finding out it was for an exchange, that they did not have the phone in stock after all. Huh? I drove over to another Verizon store as no one was picking up the phone (??) and as soon as I walked in I asked if they had my phone in stock. They said sure we have it. I asked them to confirm but they would not tell me unless I gave them my phone number, presumably to see if I was there for an exchange or for a new line activation. I told the guy it was for an exchange and he went in the back stock room and, when he came out surprise, surprise they didn't have the phone in stock. I'm tenacious so I walked over to the third Verizon store of the night. On the way over I called and asked if they had the phone in stock, they confirmed that they did and that they had more than one in stock. When I walked in they tried to do the same thing, as soon as I asked if they had it in stock they wouldn't answer unless I gave them my phone number. But this time I had them on the hook because the guy told me over the phone that they the phone in stock and "PLENTY". The employee that took care of me tried to give me the run around too once they saw it was an exchange. She took my phone to the back room to show it to her manager and confirm the equipment problem. I asked her to tell him to come out as I did not want my phone leaving my sight for long. She said he could not come out..... shady. She comes out with a new phone and I ask her to turn it on before she switches over the service as I want to make sure the screen is 100% operational before I have to go through a third exchange. She says she can't take it out of the box without switching over the service. I asked her if they had more than one of the phone in stock in case there was a problem, and without making eye contact she responds with an incoherent "nu uhh" and head shake. I did not tell her that her own co-worker confirmed that they IN FACT did have more than one phone in stock nor did I ask why they were now singing a different tune. Seriously... this is how a publicly traded company runs its retail operations?
To summarize, I was LIED to repeatedly by Verizon employees. Supervisors lied in their notes to cover up their giving out incorrect information. Verizon retail stores make it deliberately hard for your to exchange a phone. I plan to send this letter to the consumer protection agency run by the federal government.
Somehow I find it hard to believe you where treated this badly by VZ. You had 3 brand new defective phones in a row??
I have dealt with 3 different VZ stores in my area & have had excellent/courteous service from all 3. Sure, we where all upset when VZ raised the price of the unlimited data service by $20 a month (I cancelled 3 lines because of that) but that was not their employees fault.
I owned a retail store for over 20 years & your whole attitude seems to me as being one of those customers that is never satisfied no matter how hard they try.
~John
^ Yes I can tell you were a retail owner. To make a blanket statement like "your whole attitude" is indicative of that.
You made not a single mention of the outright lies that were told by the Verizon employees but instead opted to put it on the customer or impugned the customer's integrity by voicing skepticism of faulty equipment without any solid basis for that skepticism. You don't know me, and you don't know the track record of an entirely new phone. Have you visited the LG forums to see those who have had to make multiple returns? Of course not. Yours is the typical management response of Fortune 500 companies that are loathed by the public.
Also, there were two returns for faulty equipment, each confirmed at the Verizon store before a new phone was given. The first return was simply my prerogative to take advantage of the device payment plan, as I was initially told by numerous Verizon employees prior to the initial sale. And secondly you fail to address the point that the stores apparently have unethical motivation to make an exchange of their inventory for another location's sale of hotly sought after phones deliberately more difficult.
And by the way, I worked for a five star hotel, deemed the best in the metropolitan area, all through college where we bent over backwards to ensure customer loyalty and to deliver value for premium services. I had to take written tests for AAA certification to verify that I knew all the latest information required of my job and had frequent training seminars to ensure that we were all worthy of the "best in class" title. Verizon like trumpet that they're the best, evidently they don't visit their own stores very often. You know how well your operation is doing when the customer has a problem, and not just for how well they handle mundane transactions. Can your staff rectify the problem as quickly as possible without further aggravation to customer? But ultimately we're not talking about just dropped balls and incompetence here, we're talking of employees repeatedly making deliberately false statements to customers. That's beyond acceptable.
Sucks to be PorscheOscar.
Is there any chance that the humanity of at least ONE employee would have come forth and done at least half-of-the-right-thing by you if you were presenting a good persona?
But I feel for you ... because of course ... ALL the employee's in the store wouldn't have the same negative attitude and manipulate a computer system because the person in front of them was completely rational, respectful and courteous. It has to be some corporate level decision that was sent through the regional representatives and programmed into the one store to single YOU out and destroy your integrity.
I've been disappointed by some of Verizon's products and also their staff before - but instead of finding a manager within the store that supported someone I couldn't get a positive interaction with, I just drove 5 to 10 miles in any direction and went to a different Verizon store.
Good luck trying to get good service from a Verizon Rep based on the computer notes now!
I've been with Verizon for 10+ years (also have unlimited data). I've been pretty happy with their service. I typically call 611 when I have issues rather than visiting a call. The stores #1 (and seemingly only) objective is to sell devices. They have no interest in handling returns/defects/etc. I've actually called 611 from within a store when a sales rep told me something wasn't covered.
The information they told you could have been true and false at the same time. Did they have several brand new V10's in inventory? Yes. Did they have refurbed V10's in inventory to issue as replacements? No. Most companies will not give you a brand new phone as a replacement. A manager can choose to give you one but that's few and far between. Though Verizon (in terms of the big 4 carriers) is your best bet at getting such replacement.
Next time try calling 611. They'll ship you a replacement and give you a return label for the defective one.
All in all, your experience is still better than you'd expect from AT&T. Wanna test that? Ask a Verizon rep to send you a text or e-mail (written confirmation) of something. They will. I've been fighting AT&T U-Verse since July for a bill that I don't owe. Every month they bill me, every month I call and explain, and every month some rep (or manager) has said not to worry and they've removed it from my account. EVERY SINGLE REP has told me they're not allowed to send any e-mails, texts, faxes, or mail...no written confirmation. I got my first collection letter last week. It's my word against theirs. Sorry POS company!
Sent from my XT1575 using Tapatalk
joshw0000 said:
I've been with Verizon for 10+ years (also have unlimited data). I've been pretty happy with their service. I typically call 611 when I have issues rather than visiting a call. The stores #1 (and seemingly only) objective is to sell devices. They have no interest in handling returns/defects/etc. I've actually called 611 from within a store when a sales rep told me something wasn't covered.
The information they told you could have been true and false at the same time. Did they have several brand new V10's in inventory? Yes. Did they have refurbed V10's in inventory to issue as replacements? No. Most companies will not give you a brand new phone as a replacement. A manager can choose to give you one but that's few and far between. Though Verizon (in terms of the big 4 carriers) is your best bet at getting such replacement.
Next time try calling 611. They'll ship you a replacement and give you a return label for the defective one.
All in all, your experience is still better than you'd expect from AT&T. Wanna test that? Ask a Verizon rep to send you a text or e-mail (written confirmation) of something. They will. I've been fighting AT&T U-Verse since July for a bill that I don't owe. Every month they bill me, every month I call and explain, and every month some rep (or manager) has said not to worry and they've removed it from my account. EVERY SINGLE REP has told me they're not allowed to send any e-mails, texts, faxes, or mail...no written confirmation. I got my first collection letter last week. It's my word against theirs. Sorry POS company!
Sent from my XT1575 using Tapatalk
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1. I'm glad you pointed out the issue about exchanges vs. Refunds. Note to all: if you are still in your two week return window and have an issue DO NOT EXCHANGE. RETURN FOR REDUND ONLY. They will not tell you if you are receiving a refurbished phone. Demand a new phone. I can't believe I made this mistake because I had exactly this same experience 6 years ago with Droid X. They kept giving me refurbished phones one after the other until I was in my 9th return. Verizon have very poor if nonexistent quality control testing of refurbished phones. I'm going to have to give hard thought to returning this phone if they confirm that it's a refurb, even if I have to eat the $35 restocking fee. Given how the manager of the store couldn't be bothered to leave the back room I have no issue with giving him a return.
2. Yes AT&T is bad, Sprint is Worse and Tmobil I once caught red handed doing something shady on international calls which I reported to the State Attorneys and FCC. But Verizon leads them all for expensive service. The expectation of competent and non-shady service goes up. This all unfortunate because I reward straight shooters with long term loyalty. I would expect this from a fly by night Cell phone company but not an established company with millions of shareholders.
Was the Droid X that long ago? I loved that phone.
Sent from my XT1575 using Tapatalk
I've never had issues with Verizon by phone conversation. but going to a Verizon retail store is a different story. stay away
I called LG to verify I had a new phone and They said it was. Also, while I was in the phone with them I asked about an issue I was having with a set of refurbished LG 900 Infinium headphones purchased on Amazon. I was told that if you buy LG Bluetooth headphones and have an issue they will send you new unit not a refurbished even though they were refurbs to begin with.
I also called Verizon tech support and they claim that if you go in store for an exchange they can only give you new phones as they don't stock refurbs. If however you make a claim over the phone They will send you refurbished units. Avoid that at all costs if you are in your 14 day return window.
joshw0000 said:
Was the Droid X that long ago? I loved that phone.
Sent from my XT1575 using Tapatalk
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I keep every phone I ever had in my desk as a little museum. I still have my BlackBerry Pearl..the first must have phone all my friends ran out and switched too, the iphone wasn't the first. But the Droid X was the phone I got when I left T-Mobile just to secure unlimited data. When the iPhone 4 was announced still without 4G, I was Android do good.
porscheoscar said:
I keep every phone I ever had in my desk as a little museum. I still have my BlackBerry Pearl..the first must have phone all my friends ran out and switched too, the iphone wasn't the first. But the Droid X was the phone I got when I left T-Mobile just to secure unlimited data. When the iPhone 4 was announced still without 4G, I was Android do good.
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I sell mine as soon as a better phone is released. That's how I get to try every new phone that will work on Verizon.
Sent from my XT1575 using Tapatalk
i'm not sure how you got so far as to preorder on the phone then schedule an in store pick up. I called about 3 times before actually going through with a purchase on my UDP line and making sure every questions was answered. I then proceeded to get the phone picked the phone and color then the person couldn't proceed. I was then transferred and they clearly explained to me the deal after again trying and not being able to proceed while keeping the UDP line. I then had to wait til my pay period ended. 3 days later I went to the store and did the actual DPP on my UDP line.
Sorry you had a bad experience. I usually avoid the stores at all costs.
I've had generally good experiences with Verizon stores, but tend to do my business online, simply because I don't have to worry about being pushed or "pitched" anything. Recently, my wife's LG G4 was caught in a bootloop (showed LG logo, then went black). After 3 store reps fiddled around with it trying to factory reset it (BTW, it said "Modified" on the menu, but none noticed that fact!) As one of them was processing the warranty replacement, another guy walked into the store with a G4 and it was doing the exact same thing! Anyway, I asked them if there was anything else I could do since my wife wanted to take photos for Christmas (this was on the 23rd) and the replacement was shipping 2-day. They did offer for me to buy a new phone, but her G4 is 6 months old. Anyway, they seemed very helpful to me and I've never experienced what the OP did--doesn't mean it can't happen, but I would say it's rare.
As a small side-note to my story, I happened to be shopping at BJ's Wholesale during the day on Christmas Eve. In the store, there's a Verizon Kiosk, which is actually run by Diamond Wireless. EVERY SINGLE TIME I've done anything through them, they've been amazing. I guess it actually helps to have some degrees of separation from VZW! I told the guy what happened to my wife's phone. I asked him if I could buy a phone, then return it within 14 days without being worse for the wear--which he confirmed. He then suggested I "buy" the V10 as it has a better camera, etc. Since VZW had already issued a warranty replacement G4, he said they couldn't cancel it, but he suggested that I do a "buddy upgrade" (I have 3 total lines eligible), which I did. Unfortunately, my employee discount doesn't allow payment plan, so I was out $300 temporarily. HOWEVER, LG is giving a $100 rebate (Visa Gift Card). Then on top of that, the replacement G4 that will arrive shortly will be all mine--I'm hoping to sell it for at least $200, so I will break even in the long run. The Diamond Wireless guy walked me through everything, answering all my pesky questions and ensuring everything was done properly. The best part is that my wife has an amazing new phone and took many great Christmas photos with it. I like the phone so much, I'm thinking of switching to a V10 myself... I may wait to see if/what HTC releases next (usually March) and if it doesn't suit my fancy, I'm a new LG V10 owner.
Hell yeah the VZW stores are shady! I had to call CS for 3 months to get a 50 dollar credit I was assured was coming to me. I've jumped from Verizon since then, same bull**** just different source at this point
My experiences have been just the opposite. The instore folks have been so helpful. The telehelp people were clueless about all the discounts on my account and completely jacked everything up. The store manager did some creative genius and my account got fixed. His creativity cost me $35 but it saved me over $1,000 in the end. Everytime I've been in to the store I've had great experiences. I've been in so much recently that I practically know all the employees by first name. (Lots of $300 trade-ins of $10 phones. Thank Vzw!)
I'm not trying to negate your negative experiences as I've seen upset people in the Vzw store every time I've gone in. I understand your frustration and writing the letter was probably very therapuetic. However, sending it probably won't make one bit of difference. The stores are meant for one purpose and only one purpose, sign up new accounts and do phone upgrades. They aren't there to do exchanges like Walmart. If they give you a new phone then that means there's one less new phone in the store to sell. Verizon is a business in business to make money. Exchanging a phone doesn't bring them any new money. Like it or not, that's the facts jack.
If you haven't sent the letter yet then don't bother. You'll probably get a nasty note added to your file.
Op.
You are whats wrong with america, everytime you think you have been wronged in the SLIGHTEST way, You go cry to the better business bureau or aaa or fbi cia dea, obama, whoever will listen to your little violin playing at your pity party.. ...big red is a big companh, they dont give 2 f's about you or your opinion, and neither does the government agency who has their contracted service through big red... Play the game, or get pegged as a pest...and then treated as such
porscheoscar said:
I'm about send a six page letter to the Verizon VP of retail operations and customer service.
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You can stop right there. Your post here is already tl;dr.
Time to do some serious editing. Ideally, you'll parse it down to a single page. Two pages is the max.
Beyond that, you're into serial killer manifesto territory. The only reason anybody will read beyond the second page is to see if you're just a kook, or if you're actually a threat and they need to report you to law enforcement.
Itt: people who don't know what a sales quota is,so they're surprised a corporate verizon rep is only concerned with a sale. Their quotas are so high their jobs are quite frequently on the chopping block if they take time to actually help customers with issues like this.
It sucks, but that's why I usually go to authorized retailers instead.
There's always two sides. Funny thing is 97% of the shadiness I've seen from T-Mobile AND Verizon was to benefit me. You probably come off as pretentious and entitled over the phone, same as in text.
Sorry you had to go through all that nonsense but its true if its a Corporate store they do not care about customer service I have experienced myself and have been lied to also , its much better to go thru a 3rd party where they will treat you better or customer service and since all the nonsense with corp stores I always avoid them would rather get the phone on ebay or amazon or even craigslist before I go to a corp store cuz all they are interested in is sales vs customer sevices and I have many friends and family memebers with Verizon that have had bad experiences so I beleive you sir and its a shame that it happens cuz they are a huge corp that should not be acting like that and should try to make the customer happy even though there are some customers out there that are worse than the employees cuz they expect to get their way cuz of that stupid saying "The Customer is always RIGHT" which is also aload of bs,Anyways it works both ways!!!!!!!!!!!!!!
OK, so here's the deal, guys. I recently ran into some financial issues, which may mean a total loss of income for an undetermined period of time. I've been calling companies I owe money, offering to settle old debts like college loans, so I can get my credit straightened out.
I bought an LG v10 less than 6 months ago. I went into a local T-Mobile store yesterday to pay off last month's balance, but more importantly, my device balance. So now my account balance is zero for everything. The account is still active but won't be as of next month. I'm trying to get my SIM permanently unlocked so I can switch to another carrier like MetroPCS or Straight Talk (prepaid). I am aware that carriers can blacklist the ESNs of devices that are past due/delinquent, so that is part of my motivation. I just wanted to own my device free and clear.
The rep told me in the store that I can use the Device Unlock app on the stock ROM (he noticed that I had CM13 installed, LOL) to request a permanent unlock. So I flashed back to stock, relocked bootloader, and tried the app. But it's not working. He did say that I would possibly need to wait 24 hours, and I have. I was also told not to cancel the account before unlocking, or else I can't get an unlock, paid or not. I really prefer not to pay another month's bill, I also don't want to pay some shady unlock website. I read the terms for unlocking, since I'm paid then I should be eligible.
Now, this is where the situation gets a little hairy, so read carefully. When I bought the phone I put it in a now ex-friend's name, because he has good credit and mine is crap. The price they quoted him was less than half of what they quoted me. So the account is under his name, he had to use his ID, but I paid for everything with *MY* money. But the phone is in my physical possession, I'm the one paying the bills. To make long story short, I caught him trying to steal from me, so I ended the friendship. He's made himself scarce, so up until yesterday getting hold of him to convince him to come into the store with me was difficult. But now I have to find him again so we can make a final call to settle the unlock, then I'll just let the account get cancelled when I don't pay next month. They won't let me do anything over the phone except make payments, since I don't know his Social Security #.
Once I get the SIM unlocked and the account is cancelled there will be no fear with blacklisting, I should be able to freely switch to another prepaid carrier later. However, if I decide I want to take advantage of T-Mobile's "bring your own device" policy later, will they let me rejoin as a prepaid customer? No potential issues?
I'm just looking for a little advice on what to do next.
Thanks!
Did you figure this out? What error message was the unlock app giving you?
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@YrrchSebor: No, still not solved. The device unlock app just tells me I'm not eligible. I'm sure I can get a temp unlock but I'd rather have a permanent unlock. I even got hold of my ex-friend and forced him to call T-Mo, they just put you on hold forever and jerk you around from rep to rep. I had the entire conversation recorded, every rep says I'm not eligible. This is a bunch of BS if you ask me, I've read the conditions for an unlock, I meet all the requirements, we explained this to the reps blow by blow, but they just say the same thing. They also refuse to say why I'm not eligible. I've called back dozens of times for the past week, same answers. I've been a customer for over 5 years, owned a handful of devices with T-Mo, you would think they would have no issues giving an unlock if the device is paid and no other balance is due. I also explained the financial hardship situation to them. They're being such pricks about this, that when I finally get an unlock, I may never be a customer again. My best advice is, just keep calling and hound the **** out of them. Be polite, demand explanations, ask to talk to a supervisor/manager if possible.
AnonVendetta said:
@YrrchSebor: No, still not solved. The device unlock app just tells me I'm not eligible. I'm sure I can get a temp unlock but I'd rather have a permanent unlock. I even got hold of my ex-friend and forced him to call T-Mo, they just put you on hold forever and jerk you around from rep to rep. I had the entire conversation recorded, every rep says I'm not eligible. This is a bunch of BS if you ask me, I've read the conditions for an unlock, I meet all the requirements, we explained this to the reps blow by blow, but they just say the same thing. They also refuse to say why I'm not eligible. I've called back dozens of times for the past week, same answers. I've been a customer for over 5 years, owned a handful of devices with T-Mo, you would think they would have no issues giving an unlock if the device is paid and no other balance is due. I also explained the financial hardship situation to them. They're being such pricks about this, that when I finally get an unlock, I may never be a customer again. My best advice is, just keep calling and hound the **** out of them. Be polite, demand explanations, ask to talk to a supervisor/manager if possible.
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Damn, that sucks!! Have ANY of the reps given you a reason for your ineligibility? They definitely owe you that I'd say, and if they can't give it then something's wrong.
It sounds like your device's IMEI should be in their database, but if for some reason it isn't, there is another unlock thread where an XDA member, markbencze(not positive on the spelling), gives the direct telephone line to a rep who seems to be sympathetic and seems to be able to add devices to the database that aren't in there. Just letting you know that in case you didn't know and possibly she could help you..
Sent from my LG-H901 using XDA-Developers mobile app
@YrrchSebor: No, I've never been given a reason. My device's IMEI should be in their database, I bought and activated the phone in a T-Mo store. My ex-friend gave me the last 4 digits of his Social Security Number, so I can call in posing as him without his presence. I had to force cooperation but he did give in. I'm going to be extremely pissed if I cant get an unlock or the phone gets blacklisted, I have very limited income right now and have spent alot of money on this. My gameplan is to get the unlock as soon as possible, then cancel the account so I dont have to pay next month. I have a cheap AT&T prepaid SIM card to test with, to see if the unlock is for real.
If you can possibly post a link to the aforementioned thread here it would be very much appreciated.
AnonVendetta said:
@YrrchSebor: No, I've never been given a reason. My device's IMEI should be in their database, I bought and activated the phone in a T-Mo store. My ex-friend gave me the last 4 digits of his Social Security Number, so I can call in posing as him without his presence. I had to force cooperation but he did give in. I'm going to be extremely pissed if I cant get an unlock or the phone gets blacklisted, I have very limited income right now and have spent alot of money on this. My gameplan is to get the unlock as soon as possible, then cancel the account so I dont have to pay next month. I have a cheap AT&T prepaid SIM card to test with, to see if the unlock is for real.
If you can possibly post a link to the aforementioned thread here it would be very much appreciated.
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I see talk of it in this thread: http://forum.xda-developers.com/showthread.php?t=3241032. Maybe start at the end and work back..
Sent from my LG-H901 using XDA-Developers mobile app
Thanks for the info, I just checked my IMEI with a link I found in the other unlock thread, it's not blacklisted and is also in T-Mo's database. So there must be some other reason. I'll try giving that lady a call.
@YrrchSebor: I just got my unlock about half an hour ago. I didn't call that lady, I just kept calling and asking to speak to supervisors until my request was elevated. Finally, they asked for email and said to wait 3 days. I dont know exactly what happened, but I think they added my IMEI to unlock database. I got the email, ran Unlock app again, worked first time around.
AnonVendetta said:
@YrrchSebor: I just got my unlock about half an hour ago. I didn't call that lady, I just kept calling and asking to speak to supervisors until my request was elevated. Finally, they asked for email and said to wait 3 days. I dont know exactly what happened, but I think they added my IMEI to unlock database. I got the email, ran Unlock app again, worked first time around.
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Glad you finally got it [emoji106]
Sent from my LG-H901 using XDA-Developers mobile app
I'm trying to get some information from application developers pertaining to a potential breach of security. this year I got into a very bad Trucking accident and almost got killed. Because of covid-19 the workman comp insurance company denied my claim. My attorney and I found out today that they have either hacked into my phone or utilized a trucking application to get my text phone call and Google search history. I also just realized that after I was terminated from the trucking company that I worked for that I forgot to delete their company application from my phone. I'm not certain but I think that application can track your GPS coordinates but I'm not certain about the ability to recover Google search engine history.
Here's what happened and I'll try to make it short. Last week I started searching through Google for a psychologist or psychiatrist to do a psychological evaluation to determine if I have PTSD because of my Trucking accident. I've contacted several psychologist in my surrounding area and inquired about pricing and procedure techniques. I never gave any of my personal information including insurance case numbers or even my first and last name. As of this week the insurance company and the attorneys handling my workman comp case reached out to a psychology office that I've never been to that I possibly called after doing a Google search... And requested from The psychology office medical records. You tell me how strange that is! There's no way in hell they could have known this without snooping on my phone. I never made an appointment and like I said before I never gave them any of my personal information. I still have this app on my phone and I would like to know if there's any kind of way I can find out if they were utilizing this app to gain control of my phone to where they would know who I called and text and my Google search history. Thank you
no help?
Kountz said:
no help?
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As soon as you open in browser a website, you get tracked. In WEB nothing is for free: you pay with your data. As soon as you start using an Android device and register with Google, you get tracked. Android is not free: you pay for it with your data. As soon as you make a call, you get tracked by carrier. As soon as you write an e-mail you get tracked: your mail get read with by mail service. And so on ....
Even when you read this post you get tracked by XDA.
You are the victim. That's life.
How did the insurance company know that I reached out to a psychology office that I never conducted business with? was there an app that I accidentally uploaded on my phone where they secretly sent me a text message? This doesn't make sense the insurance company sent a request for my medical records to a psychology office that all I did was inquire about getting a psychological evaluation for PTSD. I never conducted any business at all with the psychology office. They notify the insurance carrier that I was not a patient. Really think about this, they knew that I Google search for this information. How in the hell is this legal. We're not talking about a law enforcement agency this was a damn insurance company