GetHuman: GetHuman51 - can you tell our other Verizon Wireless customers when your case took place?
GetHuman51: Sure. It was afternoon, on November 26th.
GetHuman: Did you reach out to Verizon Wireless, and if so, how?
GetHuman: And which of these common Verizon Wireless customer issues best describes the reason you wanted to talk to them?
(Shows GetHuman51 a list of common Verizon Wireless problems)
GetHuman51: "Device Support" was why I was trying to call.
GetHuman: So how would you sum up your experience for GetHuman's Verizon Wireless customer community? We'll censor any IDs, numbers, or codes and any inappropriate words here out of respect to the millions of other customers using this resource.
GetHuman51: complaint
GetHuman: Can you tell the rest of us a bit more from what happened on 11/26/17?
GetHuman51: It's a long story. Went into a Verizon store on Dec**. Paid off my device agreement for a note and ordered a note*. I wanted a **gig one since these phones can't accept SD cards. I was told it was back ordered and the anticipated ship date was the **th. So I patiently waited a week and on the **th called to check the order status to find out the phone had been shipped and delivered to the wrong address. The rep put in a ticket I was told. I called back on Jan * and was told a bunch of stuff, like i couldnt cancel the order and get a new phone sent to me because there wss sn open ticket and the phone was in transit, but also that the phone had been recovered and was being sent to me and I would have it the next day. I called the next afternoon when the phone still hadn't arrived, to be told there was no tracking information, they had no idea where the phone was, but it was coming back to them first and then it would go to me. I again asked for the order to be canceled and a new one sent and was told again it couldn't happen because the phone was in transit, which I pointed out she just told me that it wasn't in transit to me, it had to go back to Verizon first. After another hour plus long phone call I was told they had escalated the problem with FedEx to get the phone rerouted and would be delivered on Monday the *th. Low and behold the *th rolls around and no phone. So I call Verizon again, to be told after the rep did some digging that the order had in fact been cancelled on the **th of December and I was waiting for a phone that wasn't even coming! But I was not able to order a new phone that night because the original order had changed my upgrade date in the system and a person who would need to adjust the date had already left but a note would be left so that it would be taken care of the next day. Now the following day I had a busy day at work and when I come home I have * young kids so a phone call couldn't happen but I checked and the date hadn't been changed. So I called again on the *th. After an hour on the phone the date issue was corrected and I could now finally re-order my phone. But I was going to have to pay the sales tax but Verizon would credit it back on my next bill. Fine, taxes paid, phone ordered. Finally! My phone is attempted to deliver on Monday the **th, a full * weeks after my original order, only since nobody was at my home address to sign for it, it couldn't be delivered. So I had to go to the FedEx Office after hours to pick it up. Get home, get my new phone out, put on the screen protector, turn on the phone ..... and I instantly notice there is a defect in the phone screen. It's not major, it's like a pixel is missing, if the background is black you can see a speck of green light coming thru. Not serious but for a phone I'll be paying $*** for and have waited * weeks for, I am irritated! But the phone is obviously under warranty, not only under the manufacturer's * year warranty but also under the ** day return period for Verizon. So I call again, sure we can get you a new phone ordered and send you a new screen protector since you wasted yours on a defective phone, hold blah blah hold, OK an hour later, yeah you need to pay the sales tax. But don't worry we will credit it back on your next bill. I am furious!! Beyond furious, why should I have to pay sales tax again like I'm placing another order when I was sent a defective phone? Well that's the only way Verizon's system will let them do it, blah blah blah if we do the manufacturer's warranty then you will be sent a refurbished phone. This might not have been such a big deal except I've already paid this sales tax twice, I've already gone thru this twice and never have I heard have having to pay sales tax to get a warranty replacement! At this point I've been on the phone over an hour and maybe if I had known I was going to have to pay the sales tax again I would have deposited my paycheck into the bank but I didn't get to it today.
GetHuman: Let's quantify your experience contacting Verizon Wireless. On a scale of 1 to 5, how easy is it go get help on a Verizon Wireless problem?
GetHuman51: I'd give them a five out of five for ease of finding your way to help.
GetHuman: What about quality of communication. How would you rate that on a 1 to 5 scale?
GetHuman51: I'd give them a five out of five on communication.
GetHuman: And what about Verizon Wireless's ability to quickly and effectively address your problem?
GetHuman51: For that I would say two out of five.
GetHuman: And finally- any advice for other Verizon Wireless customers?
GetHuman51: Call them early in the day or late. Don't forget any personal or account information you might need for Verizon Wireless to know who you are.
GetHuman: Well there you have it. Some useful feedback and words from GetHuman51 taken from his Verizon Wireless customer service problem that occurred on November 26th, 2017.