Verizon Wireless Customer Service

I am so disappointed. I have been a customer of Verizon for over 30 years. Today is the first time i needed help but did not get it. I currently live in Germany. I recently purchased an iPhone 15 because my 11 was no longer of good use for me. I was using the 11pro max before I purchased the new one. In order to use the 15 in Germany I need to have the SIM unlocked. I was not told about this information and as a matter of fact the salesman told me the eSIM would work when I got back to Germany and had the eSIM installed. This inconvenience is really impeding my job and I'm not sure what I need to do.

Received email from Verizon stating someone in town far away trying to purchase items on our acct. Called Verizon immediately and was told it was spam call and no activity on our account. Next day my phone wasn't working and went to Verizon store to have checked out. We were told by the employee that she could see 6 items were purchased on our account.
So the first person I called did not check anything and simply said anything to get me off the phone.
Called Verizon customer service using my husbands phone and was on hold half an hour. After explaining the situation he put me on hold and the call was dropped.
Called Verizon customer service back and was on hold another half an hour, spoke to customer rep and she transferred me to fraud dept.
Person in fraud dept said she could see the transactions and guaranteed me the problem had been fixed and my phone would be working again in 20 minutes.
After 20 minutes went by my phone was still not working and I called Verizon fraud dept. again and hold again for half an hour.
I was told then that the problem on the account had not been fixed like I was told and he was able to actually fix the fraud problem on my account. I asked for some kind of confirmation the problem had been fixed and he said they don't do that. He was also able to restore service to my phone.
I was transferred to a customer rep to help me update the security on our account so this would no happen again.
On this last call the rep was very friendly and helpful. She told me she could see the fraud problem had been fixed and we updated my account security.
Except for the last conversation the entire experience was horrible, I kept finding out I was repeatedly being lied to.
We have been with Verizon for 20 years and because of this experience we will be changing to another company ASAP. We always felt we were paying to much but had to get good cell service in the mountains.
Reading other reviews it is plain to see that Verizon does not care about customer service in the least and it seems to be okay that their employees lie to customer at will.
I am over 65 and this was the worst customer service I have experienced in my entire life.

For 7 months in a row, spending hours each month in-person and on-phone attempting to get my account fixed. While polite, the entire account department is incompetent, and worse, they swear that "this time it is fixed," and of course it never is. In addition, when my husband and I purchase new phones, we were told we were entitled to free Apple Watches and i-pads, and assured that there was no charge for the devices or for the monthly service. We discovered that was not the case when trying. To fix the many problems with our account. The store employee who told us there was no charge for the devices or monthly service apparently told many customers that same lie, as he was fired. Yet, when we went to sever ties with Verizon, we were told we'd have to buy out the devices. This company is unethical, in addition to incompetent.

Awful. Went to 3 Verizon stores to learn about and start internet service. Three different answers and none of them could answer several of my questions. The last guy just flat out told me he didn't know anything about the equipment or service and was just there to sell me a plan.

I'm going to a different provider.

Verizon has the worst customer service on the planet! We've spent at least eight hours online or on the phone trying to get our landline to work. Endless going in circles with log-ins, security checks at every level, and wait times while connections are being checked. Just as you think you might be serviced, there is a mysterious cut-off, and you have to start all over again. This is not just this week's experience; it's historically been the same! Oh, and the people in the store can't help; they just give you the 800# to call.

Verizon customer service is a joke. They don't apologize or accept reap for their mistakes and place it on the customers. They lie to their customers. Don't do their jobs. They treat their customers like they're incompetent. They never follow through. They don't listen to the complaints or issues that the customers have. For over a month and a half I have been trying to get a refund for overdraft fees that Verizon's screw up cost me. Made payment arrangement for a week later than my auto-payment. I called to make sure it would not come out. They said it would not until my payment arrangement date. The payment came out. It caused me to go negative and overdraft fees. I called they said would reverse the payment. They didn't. Called to have it refunded, the rep said they would and would put it on high alert express and would call me back. They never called. I called again said they would refund it and said they made sure they out it through and would get it within 7-10 business days. It never happened. They then tried to take the amount out on the payment arrangement date after I canceled. Not paying them twice especially since the first time should not have happened. Called again said it would be taken care again it wasn't. I called two weeks ago and had to go through everything again. I was told that they made it it was put in and I would receive the refund for the overdraft fees within 3-5 days. Again it never showed up. Called back again, and again had to explain everything. I as told I should've have stopped the auto from coming out, in which I shared I did after I made the original arrangement and a service agent said nothing would be taken out. Then I was told that the person from the third time never put what was needed in to get the refund on the first place, after promised it was done. On this most recent call, that said that they wouldn't do it. I had to go to a physical cooperate store location. I have been fighting this issue for over a month. I have been lied to. Treated like I was incompetent. Definitely was not listened to. Not once did any one of the reps take any responsibility and owned their mistakes and only apologized that I had to go through this. This isn't even the first time that I have had issue like this with them. A couple of years ago had fraudulent transactions and kept telling me I was lying and had to fight them for almost 6 months before it was resolved and they still never owned up to their mistakes. Only reason I'm with them, is that they have the best coverage and so was grandfathered in when they bought out altel. Although highly reconsidering after this latest issue and their lack of anything.

Tried to order a new iPhone from Verizon website to replace my current phone which has a cracked screen. Never received the item. Customer service said all they could do was to cancel the order. To get the new iPhone I wanted, they recommended I get one from a local Verizon store. My local store did not have the model in stock. Now I'm stuck with an iPhone with a broken screen and cannot get a new phone. Verizon has no solution. Amazon and Apple have no problem sending iPhones by mail; why can't Verizon do this????

I've been with Verizon for more than 10 years without any problems then I go to switching to another company and all the sudden they take $1300 out of my account saying I owed money on a phone that I paid for because being a customer for that long I think I would've known if I owed money on a phone and that I couldn't switch without paying it off so they go into my account after I've switched several weeks and took the money out that they said I owed and then refused to give it back because they're saying that because I bought it at a store they're not affiliated with the store. How messed up is that if you're smart you will stay away from the dust company, they are rip offs along with their stores

Very difficult to get any help. Only when you are about to add a line or upgrade can you speak to someone helpful. Adde my mother to contract which makes a total of 6 lines and been a customer for 23 years. Not happy with them at all now. Dishonest practices and good luck getting help. They transfer you so many times whether you call or chat and you have to repeat the same information continuously. Waste of at least 45 minutes either way each time.

They are to costley, to unfriendly, to rude to their customers, Don't Honor what they promise, tell so many Lies to public, false TV Ads, all n all not a worthy company to be with. same as AT&T, Nor T-Mobile, they all Wrong Customers just to get them Hooked, all because they now you have to have a phone, they all have BROKEN PROMISES, Untrustworthy, few are cheapest to use.

They not fix the problem and tell me to wait for 24 to 48 hours just transfer my T-Mobile to Verizon 3 days straight I about to crying my my not working and rude I never have to deal with any provider like this all my life I the bill not them ?

Title: A Disastrous Experience with Verizon Wireless: Broken Promises and Deceptive Practices

Rating: ★☆☆☆☆ (1/5)

I feel compelled to share my recent experience with Verizon Wireless, a company that has proven itself to be the epitome of unprofessionalism and a lack of accountability. The litany of issues I have encountered over the past few months has left me deeply disappointed and frustrated as a customer.

One of the most egregious instances of deception occurred when I added three lines to my existing contract plan. The salesman assured me that there would be no charge for the devices as long as we opted for unlimited service and signed a contract. However, to my dismay, I discovered that we were being charged nearly $2,000 for the three devices. When I reached out to customer service to rectify the situation, they denied ever making such a promise and refused to take responsibility for their misleading statements.

Another area of deception lies in the multi-line protection plans I obtained for all four of my lines. I was guaranteed unlimited claims access and $0 for screen repairs. However, when I attempted to file a claim for screen repairs on two devices, I was informed that they were not covered. Verizon conveniently shifted the blame to the insurance company, and the insurance company pointed fingers back at Verizon. Neither party took responsibility for the discrepancy, leaving me frustrated and feeling cheated. The advertised inclusions in the policy were simply false, and Verizon has failed to honor their commitment to what I pay for in insurance.

Furthermore, my attempt to change my phone number was marred by yet another instance of false promises. I was explicitly told that there would be a $0 courtesy fee for the change, only to discover on my next bill that I had been extensively charged for the service. This blatant discrepancy further highlights the lack of integrity and honesty within Verizon's business practices.

These are just a few examples of the countless issues I have faced with Verizon Wireless in recent months. Each time I encounter a problem, I find myself subjected to lengthy periods on hold with customer service, only to be transferred to multiple representatives who are both unprofessional and ignorant of the misleading advertisements and marketing tactics being thrust upon customers.

I am deeply disappointed by Verizon's refusal to take responsibility and their complete lack of accountability for the lies and deception that customers are subjected to. It is disheartening to see a company of such magnitude prioritize profit over customer satisfaction. The exorbitant amounts of money we pay for their services should come with a guarantee of honesty, transparency, and genuine care for their customers.

In conclusion, my experience with Verizon Wireless has been nothing short of a nightmare. Their broken promises, deceptive practices, and unprofessionalism have left me feeling disillusioned and taken advantage of. I strongly advise potential customers to exercise caution when considering Verizon as their service provider. It is my hope that Verizon reevaluates its business practices, takes responsibility for its actions, and works towards restoring the trust and confidence of its customers.

Extortion, dishonesty, incorrect billing and other hidden charges

Been trying for hours to Active a phone. No real human to talk to.
i'm dropping them after ten plus years! due to there poor customer service.

Worst phone company ever. I was trying to pay my bill and am locked out of my account. Customer service is almost not helpful.

Verizon is the most expensive wireless company in America. They will lie about the rates and be extremely aggressive in selling plans that end up costing much more than what was advertised. The "5G" is rebranded 4G.

Verizon sold me a portable WIFI device as well as a limited, monthly 150 GB data plan. I signed the contract and gave them a bunch of money each month, on a prepaid basis. One morning, I woke up to find that 14 GB of my prepaid data had disappeared. Their customer service specialists suggested the data was "sucked down" or "used up" by their system, but could not explain why and refused to put the data back on my device so I could get the service I paid for. They offered me 15 dollars in credits, which I cannot use to go online for work at the end of the month when my data runs out after literally disappearing in my sleep. When I complained about the clear discrepancy between the service they sold me and the one provided, they initially promised me a refund and started to process it with me on the phone (before the call dropped). Next morning, a Verizon employee calls me using harassing, insulting, despicable tones, claiming there was no record of a refund being processed in my name (we all know they record their phone calls, so sell a bridge why don't ya?). She refused to grant me a refund for the last month's worth of data, and made it necessary for me to block their customer service line on my cell-phone to prevent further lies and harassment. They can keep their credits, and their stupidly dishonest and inconsistent quality of service. If you're considering Verizon for any personal or business needs, DO NOT GIVE THEM A PENNY OF YOUR $$$$

After spending an average of four minutes trying to get past the Verizon "Assistant," whether by phone or online (my issues have NEVER been resolved by the idiot), the agents try to be helpful. However, I don't believe they always have the detail they need to help me. And I resent wasting time over and over with the "Assistant" and can't get 24-hour support from a person. Very frustrating if you're not on a daytime schedule. I get more help from my neighbor's cat than I do from Verizon.

The 'assistant' is worthless.I can't reach a person to talk to.
Terrible customer service. Looking to change provider.

The recorded "assistant" is worthless.
I can not reach a person to talk to.
Terrible customer service.

Verizon sucks. There is a lot to list so I will speak of recent crap. They are supposedly upgrading towers and will be for over a month. Been 3 days with no internet my family pays for. No compensation for this either. I will be speaking out everywhere, everyday to everyone about Verizons crap service. I expect working internet without fail everytime. This is unacceptable

Customer service is terrible! I want to update the card for my auto pay and apparently cannot without going into a store as I don't know username and password to log in online! Poorly thought out systems with inadequate support for issues. Use another carrier if you can in your area!

My phone in Google play store is asking me to switch to united States and I bought and purchase in the United States I've called and even expressed in store how I can't get it to switch Over without putting my credit card information and my calls are forwarded I have permission controls on my phone it's also stating I'm a minor like there's prove I have pics of call app call forwarding is on and I can't turn off I also explained that I've had this on going issue with this company and not to mention the apps on the phone. Over 300 pre installed. I'm Over this.

Worst ever in my entire life.

I have been a loyal customer for many years. I am also a veteran. Throughout those years which I have been a customer I have found myself paying outrageous fees I have not received any benefits I was promised. Additionally I recently discovered that I was significantly overcharged for the last phone that I purchased by $500. Definition false advertisement. Definition dishonesty. I have to restart my phone at least four times a day to get my cellular to come back in areas where I should have reception. I have called many times about this issue and was informed that Verizon was in the process of taking down their old towers to put up 5G that has been going on for at least 18 months so why then can we not as Verizon customers get some kind of discount because we are not receiving the service we have paid for. By definition that is stealing. I'm sorry Verizon but as soon as I pay this phone off you and I will be getting a divorce. I am a single father with four kids barley keeping my head above water paying more for less is not something I can do and will not do anymore. I do not recommend this company because there is always some sort of excuse for why the service is so bad or why the cost hasn't changed. Perhaps my review wouldn't be so dramatic if there were some kind of compensation for not receiving what we as loyal customers have paid you for. As for the sales team I have no issues with them except for the situation with overcharging on the phone I paid $1,035 for a phone that should have cost $400 which I recently discovered I was taken. It will not happen again.

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Verizon
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Cell phone store in Franklin County, PennsylvaniaOpen
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I have been a loyal customer for many years. I am also a veteran. Throughout those years which I have been a customer I have found myself paying outrageous fees I have not received any benefits I was promised. Additionally I recently ... More
Sarah Stansfield
2 reviews
3 weeks ago
NEW
Arturo was wonderful! He was able to get upgrades for all my kids and save me money on my monthly bill all while making sure my services remained the same or were upgraded. I appreciated his help and patience. He took a lot of time getting me what I needed and even what I didn't know I needed. Highly recommend.
Verizon (Owner)
3 weeks ago


We appreciate your feedback, Sarah. We strive for a high level of service and are glad to hear that Arturo met that level! Thank you for being with Cellular Sales! -- Cellular Sales Customer Service 1-877-851-0649
Lucy Hammann
1 review
5 months ago
My wife and I worked with Doyle today, and he was outstanding in every way!! Very knowledgeable and kind. Helped us with every question we had and was able to help get everything from the old phone to the new phone. Highly recommend seeing Doyle
Verizon (Owner)
5 months ago

Lucy, you've made our work more rewarding! When our team at Cellular Sales heard that you enjoyed Doyle's service, we were supercharged. We love serving customers like you! -- Cellular Sales Customer Service 1-877-851-0649
Thomas Jacobs
3 reviews
5 months ago
Art was extremely helpful when me and my wife were having trouble with my phone. He helped us out with a deal we never knew we could get and we're both very happy. The phones are better and our monthly bill is less. Thanks again Art
Verizon (Owner)
5 months ago

Thomas, we appreciate the time you took to share with us and we are happy to hear you had a positive experience! We look forward to assisting you with all your future wireless needs! -- Cellular Sales Customer Service 1-877-851-0649
Christian Koontz
2 reviews
4 months ago
Art was extremely helpful. I was very satisfied with his service. He was knowledgeable and transparent through the process of upgrading my devices. He helped me navigate to the best deal I could get. Ask for Art!
Verizon (Owner)
4 months ago


Christina , we appreciate you taking the time to share with us. We use our customer feedback to motivate and encourage our representatives. Thank you for choosing Cellular Sales for your wireless needs! -- Cellular Sales Customer Service 1-877-851-0649
robert byers
4 reviews
4 months ago
Donald really helped me look for my best deal possible and was extremely supportive. I'm really grateful that Verizon has support and for the positive sales reps, always ready to help ???
Thanks Donald
Verizon (Owner)
4 months ago


You just made our day! Thanks, Robert , for taking a minute to share some happy with us. We strive for a high level of service and are glad to hear that Donald met that level! We look forward to helping you with your future wireless needs! -- Cellular Sales Customer Service 1-877-851-0649
mike ohler
4 reviews
4 months ago
Delt with Andy for a business matter. He was simply amazing! When issues came up he worked nonstop to get them fixed! Highly recommended!!!!!!!!
Verizon (Owner)
4 months ago

Mike, you've made our work more rewarding! When our team at Cellular Sales heard that you enjoyed Andy's service, we were supercharged. We love serving customers like you! -- Cellular Sales Customer Service 1-877-851-0649
Jen golf league
2 reviews
7 months ago
Had a great experience getting new phones, ipad and getting information on getting new ipad pen from Art! He was amazing to work with, friendly and so helpful! He answered all our questions and provided us with information that we needed! Highly recommend seeing Art!
Verizon (Owner)
6 months ago

Jen, we appreciate your rating. It is always wonderful to receive positive feedback from our customers! Thanks for being a part of Cellular Sales! -- Cellular Sales Customer Service 1-877-851-0649
jack wagerman
1 review
7 months ago
The salesman was very professional and knowledgeable. The store had a good variety of stock. My complaint with Verizon is that every time your contract is completed there is always an issue that happens to force you into making another purchase. I have been conducting business with them for 32 years.
Verizon (Owner)
7 months ago

Thanks for posting your thoughts about Cellular Sales, Jack. You're helping us help you and a bunch of other customers even better! -- Cellular Sales Customer Service 1-877-851-0649
Chase Heckman (HatsandGlasses)
5 reviews·1 photo
9 months ago
Mr Luke Brazil is a miracle worker. I woke up without service on my phone couldn't even receive texts. He worked diligently to fix my issue and I ended up getting my phone wrapped in carbon fiber complete with a new case and screen ... More
Verizon (Owner)
9 months ago

Thank you for sharing your experience, Chase! We appreciate feedback from our customers and will be using your review to commend Luke on a job well done. We look forward to helping you with your future wireless needs! -- Cellular Sales Customer Service 1-877-851-0649
Kathleen Davison
4 reviews
7 months ago
Manager Andy is the absolute BEST! Detailed service, incredible patience, and help installing my protective screen. Highly recommend. THANK YOU!
Verizon (Owner)
8 months ago


We appreciate your feedback, Kathleen. We strive for a high level of service and are glad to hear that Andy met that level! Thank you for being with Cellular Sales! -- Cellular Sales Customer Service 1-877-851-0649
Travis & Sheena wagner
23 reviews
6 months ago
Picked up a company phone got the new 22S Ultra has the best camera I've ever seen. I can get close ups from over a block away..it's like a paparazzi long distance camera and clear..love it
Verizon (Owner)
6 months ago

Travis & Sheena, we appreciate the time you took to share with us and we are happy to hear you had a positive experience! We look forward to assisting you with all your future wireless needs! -- Cellular Sales Customer Service 1-877-851-0649
Roger Hahn
2 reviews
7 months ago
Pat Timlin, at the Rouzerville, PA, Verizon store, was very helpful in clarifying changes on my monthly bill, and offering suggestions for phone upgrades. He has outstanding customer service skills. He deserves a raise.
Verizon (Owner)
7 months ago


We appreciate your feedback, Roger . We strive for a high level of service and are glad to hear that Pat met that level! Thank you for being with Cellular Sales! -- Cellular Sales Customer Service 1-877-851-0649
RoseSniffers Vending
1 review
a year ago
Patrick Timlin was amazing!!! From the moment I walked in the door I knew I felt great about the service I was going to get from Patrick. He not only listened to my needs, my wants, and my hesitations, he helped me feel good about my ... More
Verizon (Owner)
a year ago

Thanks for posting your thoughts about Cellular Sales, RoseSniffers. You're helping us help you and a bunch of other customers even better! -- Cellular Sales Customer Service 1-877-851-0649
Hannah McCarty
3 reviews
a year ago
Went into Verizon today to get my mom a new phone and ended up getting myself one as well. For a nice price! Everyone was welcoming and happy but Devin was very helpful and friendly! He walked us through the entire process with both phones ... More
Verizon (Owner)
a year ago


We appreciate your feedback, Hannah . We strive for a high level of service and are glad to hear that Devin met that level! Thank you for being with Cellular Sales! -- Cellular Sales Customer Service 1-877-851-0649
Payton Wilson
2 reviews
a year ago
Doyle was the most helpful consultant we have had. He made the process easy and painless. I enjoyed the fact that he walked us through everything and explained what he was doing to ensure that we were comfortable with the process. I will definitely be coming back to him for any future needs! Thank you so much ?
Verizon (Owner)
a year ago

Thank you for sharing your experience, Peyton! We appreciate feedback from our customers and will be using your review to commend Doyle on a job well done. We look forward to helping you with your future wireless needs! -- Cellular Sales Customer Service 1-877-851-0649
Michael Brezler
1 review
9 months ago
I went to Verizon to buy the new iPhone 14 pro and Doyle was very knowledgeable and friendly. He helped me set up a Verizon account and transfer the data from my old phone to the new one. He also helped me setup the Disney bundle. Make sure you ask for Doyle. He works in Hanover, Pa.
Verizon (Owner)
9 months ago

Michael, we appreciate your rating. It is always wonderful to receive positive feedback from our customers! Thanks for being a part of Cellular Sales! -- Cellular Sales Customer Service 1-877-851-0649
Tom M
Local Guide·26 reviews
7 months ago
Had a terrific experience upgrading on Black Friday with Art. He helped me get max trade value and fix my plan to run my phone optimally.
Verizon (Owner)
7 months ago

Thank you, Tom, for taking the time to share your review. We are always happy to hear when our customers have a positive experience. Thank you for being a Cellular Sales Customer! -- Cellular Sales Customer Service 1-877-851-0649
Fay McAfee
4 reviews
a year ago
Kyle and Logan were awesome to work with! My phone battery was pushing the back off my phone and they made awesome recommendations for other phones. I'm very happy with the phone and they couldn't have been nicer or more helpful!
Verizon (Owner)
a year ago


Thank you , Fay, for taking a minute to share some happy with us. Our team at Cellular Sales is going to share that happy with some more customers today! -- Cellular Sales Customer Service 1-877-851-0649
Jennie Jordan
4 reviews
a year ago
A superb experience!! I had the good fortune to be helped by Devin today. I am an older customer and immediately let him know I don't enjoy phone-buying. He could not have been more considerate and efficient with the process. Devin ... More
Verizon (Owner)
a year ago

Thank you for sharing your experience, Jennie! We appreciate feedback from our customers and will be using your review to commend Devin on a job well done. We look forward to helping you with your future wireless needs! -- Cellular Sales Customer Service 1-877-851-0649
Lauren Mitchell
1 review
7 months ago
Art was very knowledgeable and thorough in his explanations and recommendations! It felt like I was talking to a good friend! Would absolutely recommend him to anyone!
Verizon (Owner)
7 months ago


Thank you for sharing your experience, Lauren! We appreciate feedback from our customers and will be using your review to commend Art on a job well done. We look forward to helping you with your future wireless needs! -- Cellular Sales Customer Service 1-877-851-0649

K L
1 review
a year ago
Andy was a great help while upgrading my phone. He took the time to find out my specific needs and discuss the various options until I was able to find the right one for me. I have trouble learning how to use new devices. Andy took the time ... More
Verizon (Owner)
a year ago

Thank you for sharing your experience, K L! We appreciate feedback from our customers and will be using your review to commend Andy on a job well done. We look forward to helping you with your future wireless needs! -- Cellular Sales Customer Service 1-877-851-0649
Kelly Murray
1 review
4 months ago
Patrick did an excellent job getting us started with Verizon and ordering our new phones!
Verizon (Owner)
4 months ago


We appreciate your feedback, Kelly. We strive for a high level of service and are glad to hear that Patrick met that level! Thank you for being with Cellular Sales! -- Cellular Sales Customer Service 1-877-851-0649
Wayne Wagaman
1 review
a year ago
If Verizon gave awards for employee of the month or year Andy Fisher would deserve that award. He is an exceptional individual and an A+++. He is very knowledgeable of the product and it's functions. He went out of his way to provide ... More
1
Clayton Malachi Lynch
Local Guide·15 reviews·27 photos
2 minutes ago
NEW
I have been a loyal customer for many years. I am also a veteran. Throughout those years which I have been a customer I have found myself paying outrageous fees I have not received any benefits I was promised. Additionally I recently discovered that I was significantly overcharged for the last phone that I purchased by $500. Definition false advertisement. Definition dishonesty. I have to restart my phone at least four times a day to get my cellular to come back in areas where I should have reception. I have called many times about this issue and was informed that Verizon was in the process of taking down their old towers to put up 5G that has been going on for at least 18 months so why then can we not as Verizon customers get some kind of discount because we are not receiving the service we have paid for. By definition that is stealing. I'm sorry Verizon but as soon as I pay this phone off you and I will be getting a divorce. I am a single father with four kids barley keeping my head above water paying more for less is not something I can do and will not do anymore. I do not recommend this company because there is always some sort of excuse for why the service is so bad or why the cost hasn't changed. Perhaps my review wouldn't be so dramatic if there were some kind of compensation for not receiving what we as loyal customers have paid you for. As for the sales team I have no issues with them except for the situation with overcharging on the phone I paid $1,035 for a phone that should have cost $400 which I recently discovered I was taken. It will not happen again.

I had a really great experience at a Verizon Store in Worcester, Massachusetts recently. I purchased a new IPhone and needed all my photos, contacts, apps and everything transferred to my new iPhone. The sales person was especially kind and helpful. As a senior citizen, I appreciate how accommodating he was and how he answered all my questions and alleviated all my concerns. The salesperson was Giuseppe Corapi. I told him, that as a long time former teacher, I would give him "5 stars" for his service and kindness. Thanks to Verizon for my new phone and fine service over many years.

The service I received was a five-star rating

Excellent customer service! Even though Robert's day May have been rushed, he still took the time to be patient and very pleasant with me. He knew his job well which made my experience smooth. He went the extra mile.

Hus in the Farmingdale, NY store was very friendly and extremely helpful with changing my old phone to a new one.

We recently had a big mixup with Verizon's warehouse during a trade in event. We went to Verizon in Rockford, IL to get things figured out. We were initially told by one employee that there was nothing they could do, but then another employee came to the rescue. Kevin went above and beyond to help us. He spent a countless amount of time filling out papers and contacting the appropriate people to make things right. He even gave us his phone number so that we would not have to keep coming in to Verizon. Kevin Schumaker was professional,friendly, and kept in contact with us making the process as smooth as he could. I would highly recommend Kevin Schumaker.

Thank You Tiara @ the Wintersville,Oh location for providing excellent customer service and patience with dealing with my phone concerns!

Sincerely!
M Campbell

We went to a Verizon store in December
They said january the we would unlimited data.January came still don't have unlimited data.Now they say February we will have unlimited data. I wonder if this is another store..

I'd like to thank Georgia for helping me. However I didn't receive the rating box after the chat, of any of her superiors sees this please add a 10/10 to her record!

I was in Verizon on Liberty St. in York SC on 11/22/22. Unfortunately I was there 3 hours waiting for service. Luckily I was blessed to have 2 very attentive service agents assist me when they got a chance. The Manager, Elexis, could not have been more efficient and calm. She worked the entire time I was there and not once appeared upset. Everyone one she assisted left happy, inspite of their long waits. Cedric was only 2 days on the job, but assisted and kept checking with waiting customers. He was also friendly and accommodating. I did mention to the District manager that this store needed more help. She said a new hire was soon to come. Please do all you can to support your staff, corporate. Bonuses for people who stay regardless of the work load. These are good hard working people!
Thank you, Mrs Johnson positive experience only because of your staff.

Joe, our customer service rep, was so helpful, efficient and most importantly, so pleasant to deal with. Joe works in the Verizon store in Franklin Squre, NY on Nassau Blvd and Hempstead Turnpike. I put off buying a new phone for months because I couldn't bear going to the Verizon store in Westbury, NY on Old Country Road. That location is always off-putting...it's uncomfortable, not enough seating, the service is always rushed etc. A friend recommended the Franklin Square location and my daughter, my husband and I found that she was right. That store was just the opposite of the Westbury store
A shout-out to Joe, Teddy and the other friendly reps for setting a great tone, and taking time with each customer...Also thank you Verizon for ample comfortable seating.

As someone who travels for living, it's applauding how bad phone companies are as far customer's satisfaction. I'm almost willing to pay everything I own off and go straight to pre-paid. It's that bad, I'm a IT representative for a massive company. And I know it's cost assuming to just send a new phone then just to fix a battery which is my biggest complaint with Verizon. But Verizon is better than Att, sprint and T-Mobile. Like I said it's just some techs are dumb they do not know what they are talking about and it feels like I have to coach them on how to do there job. Sad.

I had a pixel 3 and just upgraded to pixel 7 pro I don't notice much difference. However I do like the bigger display screen. No back button you just swipe not too bad once you get the hang of it.

Jesse at Richmond indiana store is awesome. She helped us with a new phone and setup. She is so patient and kind. Jordan was great also.

We just want to give a 5 star rating to Daniella in the Verizon location on Rt 23 South Side Oneonta, NY. Daniella took the time to go through and the things we needed done as well as explaining how to use our new IPhone! She is the best , and We will be sending people her way!! Thanks again Daniella!! The Haskin family.

I was with T-Mobile since 2004 and I switched to Verizon back in November 2021. I have to give props where props are due. Any and Everytine I have ever had to contact Verizon for any reason they have always gone above and beyond to make sure that I am taken care of for whatever it may be. Verizon customer service will Not pass the buck to the next agent they take it upon themselves to ensure that they did their job! The difference between Verizon CSR and T-Mobile is the tone in their voice ! People at T-Mobile are stressed and sound pressed for time where as people at Verizon are relaxed but eager to help. I will always pay for good customer service even if it cost outrageous prices but thank God Verizon gives me a good price and the best customer service I wanted to just voice my opinion because I don't think a lot of positive reviews may be given to you guys Rison but I'm telling you it's night and day and I'm so happy that I switched you have no idea what a difference you guys make to me and I will recommend you to anybody that I come in contact with in my circle of influence keep up the good work!!!

My wife an I bought a new phone from Andrew brienza our local verizon store on Paul j Doherty pkwy. It was the best customer service sense moving to ft myers 9 years ago.

I really had an awesome customer service Representative she went above to get my services right .
She was so awesome and professional and Gracious in helping to get my bill lower and helping me with stuff I wasn't even using which brought my bill down to an affordable price to help and introduce me to another plan that one hasn't never tried to help lower my bill . This young lady deserve a raise for the awesome work that she does thanks to Ms. Trina I rate her a 10 + Thanks again Ms. Trina for the awesome job you did today it was surly worth your time and mine? a happy customer.

Verizon billing department, Dominique is Amazing at her work. This wonderful woman helped me out to get my billing corrected after an error added an extreme amount to my bill. She was calm, cheerful and explained everything as she did each step to get it fixed. 12 out of 10 to her

After 2 weeks of my time was wasted on the phone, my husband and I decided to visit the Verizon Store in New Rochelle at 13 Quaker Ridge Road where we were supposed to go and pick up his new phone. The transaction was pending and we were told to go there and the sales rep will be able to cancel our pending order and help us to buy a new phone at the store. Thank God we went there. Ms. Alivae Rivera was the most polite, understanding, and caring sales person during our whole experience with Verizon. She understood our frustration and did very thing possible to help us out.She called several people for assistance because she had other customers previously in the same situation. She had the patience to listen and to take the initiative to consult with other associate for assistance. Finally, after over an hour she was able to cancel the pending order and help us to get 2 new phones. She even stayed after store hours to finish the transaction with us. She was never in a hurry. I think the deserves high praises and some type of compensation for her excellent customer service. She took so much stress of our hectic day. Thank you so much Ms. Rivera. We will always remember your kindness, empathy, and patience.

I was having a frustrating day trying to activated my phone I was on the line with a lady and all of a sudden she started to talk with a person that seen to be near her an she just said I got an emergency an she hang up. Try multiple times keep hanging up . Then finally got through after3 hrs. Until David Hernandez a very friendly and knowledgeable gentleman help me out and finally my phone was activated. I wish everyone was a David Hernandez.

On saturday march 28th 2020 i called verizon cust. service and had the best service that i have ever had with verizon. the young lady i spoke with had the patiencesof a saint. nina is awesome and she made me feel as thought i was family. i just can't say enough for all the help she gave me with my phone and the service. Again thank you NINA. PS phone works great!!!!!!!!!!!!!!!!!!!!!

My name is Donna and I had a problem with my phone that was creating anxiety in my life since I need my phone. I responded to my local Verizon store who called Verizon and I was connected to Verizon tech support. I spoke with "Lucky" who was absolutely amazing!! I was getting ready to leave Verizon but because of Lucky who was tremendously helpful to me, I decided to stay. He was helpful, and was to date the most wonderful person I spoke with from Verizon. I believe he was from Colorado and because his name is so different, I hope Verizon can locate him and contact him and thank him again.

Went into the Yucca Valley, California wireless store. Arturo assisted me. I thought my phone face was broken. I assumed a replacement was necessary. Arturo not only replaced the protective cover, he assissted in educating me on a few tips on how to increase speed. Very nice man and professional.

I don't really enjoy when my phone isn't working and I have to bring it in. However, the girl who worked with me was so friendly and knew exactly what she was talking about. She fixed my phone and made it fun!!

The customer service representative Dan from the Largo, FL location was superb. Dan assisted us with upgrading 3 phones seamlessly. The knowledge and assistance Dan provided made all the difference in this experience.

I work in a VZW call center. I understand why many of u are upset so let me provide some clarification. 1st do not onfuse "Customer Service" with "Corporate Policy". The decision that u would lose ur unlimited data was made by the corporation and no 1 at a call center can reverse it. Posts mention being lied 2 and not receiving calls back. Well, if u were only paid per inbound call that u take and not compensated for outbound calls, would U be making any? Yea, I didn't think u would. Now u may ask, "Why would I say I was going to call u back if I had no intention of doing so?" Well, ur survey responses affect my pay, that's why. If the thought of receiving a return call from me results in u giving me a passing survey score then why wouldn't I leave u with that thought. A rep I know of even told a customer a straight up lie (she knew what she said was false) and when asked why her response was "I wanted to pass my survey." That is why some reps will lie 2 you. It is because if they tell u the truth and u don't like it (even though they have done nothing wrong because it is the company's policy and can't be changed) u may give them a failing survey score. Lastly, if u want to know why you wait for long periods for a supervisor's assistance, well it is because they have things to do. I have sat and watched my supervisor take breaks while customers are held on mute. My supervisor will then come back and tell you that she was looking into the matter and that's why it took so long when in fact he/she already knew they were going to tell you "No" 10 minutes earlier. This is why ur customer service experience may suck on occasion. I am not paid to call u back, I need 2 pass my survey so I may lie 2 make u happy until u find out I lied but it's 2 late as u already gave me a good survey score. There's the truth, can u handle it? Hey, at least you r speaking with someone who has English as their 1st language, right?

I am a Verizon Wireless trainer. Verizon is NOT a bad company. Yes, they are expensive, but they are running a business, not a charity. Get over yourselves already. Customers just want things handed to them on a silver platter. Really? YOU bought the phone. YOU should have read the agreement. YOU can't work your own phone. WAHHHHHH

Hi there, I'm an actual Verizon Employee. I try my best to resolve all of your concerns ans issues. I actually attempt to go above and beyond and try to think outside the box to help. I know that some policies are in place and trust me if I could change them I would. Just so customers such as yourselves dont feel cheated or neglected. I know in your eyes it would take alot to redeem ourselves or in some cases there is nothing at all we can do to redeem ourselves. I know I'll probably get alot of hatemail or cursed at. I'm just like all of you. I work my job. I do EVERYTHING in my power to get you the end result that you need/want. I know in some cases I'm restricted to what I can actually do. especially to those of you that were/are loyal to us for "X" amount of years. I know some reps can be just plain rude and I know that some of the policies are not fair in the eyes of you the consumers that allow people like me to keep my job and maintain a paycheck. If I could apologize and fix all your concerns trust me I would. I know its too l ate in some cases but if there is anything that you think I can fix or if there is something i can do to explain any situations please email me at
. Yes I'm a real rep and yes I'll do everything in my power to help. If you just want to vent and curse me out you can do so as well. I'm here to listen and help

I used to be proud to admit I retired from Verizon...it was a great place to work, but that was just prior to Verizon putting all emphasis on "wireless service". Sure wish they trained the folks who sell their products to be accurate and honest. My husband bought 2 IPads for Christmas, one for myself and one for our daughter. At the time of purchase he specifcally asked how much will this increase our monthly bill. He was told about $6-10...so he said great I will take them. After the Christmas excitement I asked him about cost....and when he told me I said there is no way. So I did some looking and made some calls to find our bill would go up about $60-70 a month. No one would give a definite amount. So I said lets return these and buy them cheaper at Walmart or HHGregg. We did. The girl at Verizon who we returned items to was nice....but she forgot? to tell us of the $70.00 return charge per IPad. Which I didn't learn until I called to change our plan back to what we had before 1400 minutes and friends and family! When I went to reenter the friends and family numbers I only had 10- had 12 before. I called Verizon AGAIN and was told that the extra two numbers were loyality bonuses when we had AlTel and there was no way they could go back and give me the two numbers back. So now I am out almost $250.00 because of bad information and lost two numbers from friends and family. I would terminate my contracts but I don't want to give them any more of my money. My advice get names of people you talk to, write down or have them write down specific costs - all costs including if you return something. I did talk to someone in the "loyality" department and they did concede to give me a $50.00 credit. WOW! Buyer BEWARE!

I work in a VZW call center. I understand why many of u are upset so let me provide some clarification. 1st do not onfuse "Customer Service" with "Corporate Policy". The decision that u would lose ur unlimited data was made by the corporation and no 1 at a call center can reverse it. Posts mention being lied 2 and not receiving calls back. Well, if u were only paid per inbound call that u take and not compensated for outbound calls, would U be making any? Yea, I didn't think u would. Now u may ask, "Why would I say I was going to call u back if I had no intention of doing so?" Well, ur survey responses affect my pay, that's why. If the thought of receiving a return call from me results in u giving me a passing survey score then why wouldn't I leave u with that thought. A rep I know of even told a customer a straight up lie (she knew what she said was false) and when asked why her response was "I wanted to pass my survey." That is why some reps will lie 2 you. It is because if they tell u the truth and u don't like it (even though they have done nothing wrong because it is the company's policy and can't be changed) u may give them a failing survey score. Lastly, if u want to know why you wait for long periods for a supervisor's assistance, well it is because they have things to do. I have sat and watched my supervisor take breaks while customers are held on mute. My supervisor will then come back and tell you that she was looking into the matter and that's why it took so long when in fact he/she already knew they were going to tell you "No" 10 minutes earlier. This is why ur customer service experience may suck on occasion. I am not paid to call u back, I need 2 pass my survey so I may lie 2 make u happy until u find out I lied but it's 2 late as u already gave me a good survey score. There's the truth, can u handle it? Hey, at least you r speaking with someone who has English as their 1st language, right?

I worked for Verizon for 3 years and now work for Sprint. After my time with the two carriers I have come to the conclusion that this all that cell phone carriers care about is the bottom dollar, with no regard to what's fair and ethical when it comes to their customer's or employees. I ported out a number from Verizon 3 days after the bill cycle ended and was billed for the entire month service which they will not credit back. I never even signed a customer agreement stating this is policy because that number was ported in from another carrier and I had a used Verizon phone on the it. They offered to reduce the amount down by almost half but I still told them good luck in collecting it and I'm never returning as a customer again.
As a former Verizon and current Sprint employee, I can say the treatment for the employees is the same as the customers. It seems like the motto is "Find every possible reason to "fee" the hell out of your customers and to keep as much money as possible from from your employees paychecks for things they have little or no control over."
I will be moving soon and looking for a new job with anywhere but a cell phone company, and I will never be subject to a contract again. I'd rather buy a phone off Ebay or full price now that I've seen both sides of the coin when it comes to the policies and procedures of two major wireless carriers.

I've worked for Verizon Wireless Customer Care for a year now, and I have to say that Verizon Wireless has some of the most ungrateful customers I have ever spoken to. They seem not to understand that Verizon Wireless, just like any other company, has rules and policies they have to follow. They aren't trying to be unfair to you, or rip you off. They are policies that apply to every customer we have, and that the majority of cell phone companies have. And I am not quite sure what one of the other representatives are saying about 70,000 a year, unless said person is a supervisor. We are overworked and underpaid, and punished if customers fail us customer service representatives on issues we couldn't resolve because we had to follow policies. You go to work everyday wondering if you are going to get yelled at by your boss because a customer disliked the fact that because they opted out of insurance and ran over their year and a half phone, we can't offer them any free replacement.

I used to work for Verizon Wireless and left after 6 years. When I first started with the company (pre iPhone era) I felt they had my best interest at heart and cared about their customer. It seemed like the release of the iphone changed them forever. While the company carries that phone now, their main concern has always been to be the largest cell phone carrier. When that slipped away from them, they took it out on their employees. People who were hired for customer service were now being forced to be sales reps and they even tried to put people on performance warnings, which they later rescinded. Then, to top that all off, they change dates and other pertinent information on performanxe appraisals. If a customer calls in to disconnect, they penalize the customer for using the word "disconnect" back to the customer. They prefer you act as though you didn't hear the customer and keep trying to move forward with the call. In any case, got tired of the lies, high phone bills (even for employees) and quite honestly...the b*llsh*t!

I am an ATT employee and this is my 3rd wireless company to work for. I started off as a verizon wireless customer service rep and i have been on the other end of the phone calls customers make and it is sometimes stupid on how they treat their customers. Then i left and went to the best company in the world ALLTEL but was purchased by VZW and as a retail rep they are horrible to the reps. the pay is top notch the benefits are top notch in the industry. Now to all the VZW customers that have a complaint about the reps in the store i am gonna tell you something behind the scenes that we dont talk about because of the shhhhhhhhhhh code we have as retail reps. We come to work everyday scared and with the fear of losing our jobs every single day with VZW. i worked in the Houston/Gulf Coast market and this is the worst ran market in all of the company the Area VP runs her market with FEAR and it makes it a hard place to work and that is why we can have attitudes sometimes but we all love working with customer and when some immature customer come in with a issue that is not the company fault your child done it we will help if you come as an adult because guess what we are adults also. When i put in my two week notice to leave VZW and come work back to a divested ALLTEL store that was purchased by att was the best day of my career. And there is a saying in my store we have a saying that the grass is greener on the other side because there is a person on the other side that have to water mow and keep up the grass. that person is the SALES REP.

Working for verizon has been a joy. I enjoy talking with customers. but customers do need to understand that our company just like any other one has its rules. and it doesnt make sense to yell over a rep when they are trying to explain something you just dont want to hear. for example. i had a customer call in today and wanted to know why his supposed overnighted phone had not gotten to him yet. i did some research and saw he had not accepted terms and conditions, so that meant his phone hadnt been shipped out yet. all the cust did was yell at me saying he did this and that and its all done and he already paid his money. i was trying to help him accept terms so he could get his freakin phone. but alas, he escalated and then just hung up. i mean, really? we arent gods who can go " oh so you went over your min by 600 two months ago and you want to change your plan now to get credit? SURE!"...... yes we can bend the rules sometimes. but we still have limitations. i still see verizon as a good company. again, i enjoy the work.

No wonder customers think we are rude. Look at how some of you are talking about them! Not everyone knows what we know about technology. We are the experts and it is our job to educate customers on the products and services we offer. I have worked for the company for 6 years and have seen a real decline in service. Part of this is Corporate expectations of employee behavior and achievement vs Store level Managements expectations. There is a tremendous disparity and disconnect which causes low moral because we hear one thing and then get told by our managers something completely different(and then get written up). Store Management expects you to sell out your @ss and work magic with sales. Dont tell me to be a consultative seller and always sell the customer what they need and then tell me that I need to get a manager involved everytime a customer wants a basic phone...when thats all they need. I'm sorry but I'm not going to sell a 85 year old an iPhone because Store Management doesn't want their smartphone take rate to suffer. Its a simple smartphone yes but a smartphone is not for everyone and that is just facts. I have never had less than a 1.0 multiplyer for my return rate because customers like and need what I sell them and keep the phones. I don't wheel and deal or make rediculous promises and I'm not shady by any means. Im a "middle of the pack rep. and I get crap for my numbers(which are not horrible). I've seen people who don't do a damn thing get promoted and get accolades for kissing the right persons ass and the people who work hard and truly care get walked all over and abused. I stepped down fom management 4 years ago because what I was told to do as a manager did not correlate to the values I held as a person. Don't blame the reps for everything. $hit rolls downhill.

WE THE EMPLOYEES, GET AMAZING PAY and AWESOME benefits because y'all can be so rude! A company that compensates me fairly for the hard work I do? I don't think people understand how hard every employee works every day in all channels of this company. If you don't like to work hard, than you can't work there. You will last maybe a month after we pay to train you for a month. And I love when people talk down to us, "You sell cell phones?" Yeah, and I made around 70,000 grand last year, I have medical.dental.eye insurance, I got a raise and a bonus, and I got prizes for winning contests. so, go ahead get mad at me because you can't check your emotions regarding your phone, there's people in the world that don't have access to clean water... but god forbid you don't have remote access to Facebook!

Verizon Wireless is a BUSINESS. They need to make a PROFIT in order to expand their network and provide you with cell phone service. There was a point in time where NO ONE relied off of a cell phone and now everyone does. And Verizon hears everyone's life or death situation if they can't make a call. BOO HOO. If it's your ONLY phone and you WILL CRY if it doesn't work properly one day, guess what. Your computer crashes sometimes. Your home internet may be down. it's TECHNOLOGY and you don't think someone wants it to work for you? and GUESS WHAT: If you stop and read information, instead of going in and harassing an employee, TRY YOURSELF FIRST. You can pay your OWN bill, because you can CLICK A MOUSE, DIAL NUMBERS, and TOUCH A SCREEN. It's not their job to set up your ENTIRE phone, OPEN THE BOX and TRY before you stress out yourself and someone else. And if you buy ONLINE, expect to set up your phone yourself. Employees work off commission so if you CAN"T purchase a device from a salesperson, it should mean you CAN do it on your own.

Verizon has by far been the best service I've tried Sprint, T-Mobile AT&T Metro and the customer service and coverage sucks.... and I'm an employee at
AT&T and with the discount it's still not worth it

I'm currently employed through a verizon wireless vendor as a customer representative, and I'm appalled at the way our supervisors tell us to handle the calls! They're refund/credit not-seys, and they treat customers with little to no respect. We get a lot of calls from unhappy customers who have unfortunate run-inns with verizon wireless in store reps who consistantly give them the wrong information (they know NOTHING, are paid to look pretty!). It seems vzw is not what I thought it was.. Granted this whole 4GLTE is better than 4GWIMAX offered from sprint, but hell I work for vzw and would rather go with sprint. What does that tell you people? But I love this job.. It pays, and I love to interact with all of you unfortunate souls getting raped by vzw. At least if you ever get me on the phone I will fight til the death to get your issue resolved, and get your retarded charges credited. Not all customer reps. are the same, some of us actually care!! (and know what we're doing!)!

im a vzw employee and we do not support any 3rd party applications... i wont go to taco bell complaining that mcdonalds screwed up my order. dont be so childish

So I work at Afni which is hired by Verizon Wireless to do Customer Service. I had 8 weeks of training. I hate my job! I hate Verizon! I sit at a desk for 8 hours a day having customers SCREAM at me. I would blame 75% of the issues that most customers are having on STORE reps who don't care about anything beside the commission they are getting for selling you something! Than something goes wrong and they don't remark your account or sign you up for trails and you fail to notice and call customer service SCREAMING at us like we did it. These calls that take 45 mins are because more than half the conversation is spent with customers yelling at the rep on the phone! Well calm down and talk about it. We do have limitations and NO we cant break the rules. The other 25% would be customer error on going over or accidentally doing stuff. Most reps are willing to work with customers to give them the best deal if they are screaming. We understand your upset we would be to! I have only have 4 escalations to a supervisor but also had 4 customers talk to a supervisor to say how good I am. I have passed all my surveys done by customers. But because of the crappy reps at stores and customers who insist it OUR fault and we are mindless robots I am quitting my job. Next time you call customer service and want something solved be direct and nice about it and more than likely you will get treated well...how do you except to call someone screaming about something they didnt do and except them to stay calm when everyones favorite word when mad is YOU YOU YOU did this and YOU HAVE to fix it...we are human to and have feelings it not the best feeling in the world to be SCREAMED at all day and go home in tears! Yes there are bad reps out there who don't care but there are some that do and they are there to help you out and are doing there jobs. I would like to say I am one of those but because of the way I have been treated by customers screaming at me I can't do it anymore leaving work in tears. Honestly Verizon does suck and it is all about money but what do you except from such a HUGE company. I am sure you will have the same issue with any big phone company! I know I have with Sprint! I am sorry for all the problems that anyone has had with verizon and good luck!

~Soon to be ex Verizon Wireless CSR

I work in tech support for vzw. Here are some tips and info I wish everyone would remember or consider. First, if you need your device replaced under the warranty it is replaced with a REFFURBISHED device. This is the MANUFACTURERS warranty..not verizon. Yes it sucks having it replaced like that but it is with every manufacturer. If your tv breaks and the manufacturer replaces it guess what..refurbished. When you have your car repaired...refurbished parts! Second, if you have a blackberry or any data device PLEASE back it up when you first get it all set up. Third, if you are getting a data device please research it first. Try using it at the store, read online about it, look at our support website. We make sure you can make/receive calls, messages and internet. Setting up your phone is YOUR responsibility. We get the manuals just like you do or in newer device cases that dont come with one its online. We dont mind helping if you get stuck but please dont get mad when we dont have it memorized or are not alloted an hour to help set up your phone. Do your research as a consumer. Yes we also have a responsibility to give you info on products we sell but we don't always support every feature/capability on the device. You wouldnt call microsoft for support on third party programs you download on your computer. I know we all rely on our phones so much but its an electronic device, network connections and servers are involved...They will never run 100% all of the time. Stuff happens, take a deep breath and relax:)

another awesome week , i got a 10 on an after call survey but achieved first call resolution. I gave the customer info about his rebates and he didnt want to hear it, he was six months past the expiration date and there is nothing i could do except give him the citibank number and maybe he could work something ou with them. If people are going to be catty about it I belive we should get the aftercall survey removed its causing more hate and discontent than imagined, especially if you are trying to educate the customer on how to avoid pitfalls while dealing with verizon / citigroup/asurion problems. however somebody in corproate needs a job and since they are only good at coming up with stats and surveys then it looks like we'll be getting abused for a bit longer

as a verizowireless rep I handle a great deal of calls troubleshooting devices. most of these problems could easily be resovled if customers would remember their user id and password information that is needed for logging into their smartphones. if customers would read their user manuals and follow the steps to do these tasks they would have no need to call me. occasionally I get a long call that has to do with why I cannot issue a .99 cent credit because someone called out of country without an international plan. I personally want to rip their heads off, so someone that has a real problem can get on the line. In most cases i just let them vent and they walk away unsatified. I myself called customer service once in 12 years and it was because i was in Vegas drunk as a skunk and could not remember my password.
Dr. Gonzo

I work as a customer service rep for VZW prepay. Please understand that our hands are completely tied on some of our customers concerns. Believe me I would love to sprinkle some magic dust and fix everyones issues but people get real. Do you pay $15 for electicity/water bill/ food and expect to use it the rest of your lives? Would be nice I know, Im a single mom and understand how hard times are. Just stop and think people we are all having hard times and your cust rep may be worse off than you are and just let him/her do their job in piece and we will do everything in our power to help you out and resolve your concerns to the best of our ability. Yes there are some great people that call for reasonable concerns but we also deal with alot of cust that try to beat the systems and want evrything for free.Sure keep hanging up you may get that rep that will tell you they will fix it for you but eventually Verizon will catch it and you will loose it.Or the rep will mess your issue up worse than when you first called complaining,and then you will have more complaints and issues to deal with. Be patient and things will work out and get over that " I DESERVE IT ATTITUDES or the EVERYTHINGS FREE. PEOPLE WE DO NOT LIVE IN THEM TIMES ANYMORE. And just to clear up one more thing UNLIMITED DOES NOT MEAN FREE, Nothing is free!!!!!!!!!!!!

the reason people think wer unfriedly is becasue we get yelled at all day long, by people who think they deserve the world. people need to calm down, its not the end of the world its a cell phone for god sake..We dont issue credits for no reason its not are fault little tommy downloaded something. watch your kid its not are job.also to be a smarter consumer, which im sure you are because you all go online and post compaint after complaint.read up on are servcies at vzw.com. then youll know when theres extra charges. so please stopping giving us crap everyday becasue you cant get what you want. any one do that on there electric/gas/water bill..noo..as far as getting in touch with us its not rocket science you just need good listening skills..cancellation.go ahaed 1 less complaint a day.but no etf waivers.issue resolved? yes we do you just dont like the answers..frindly? up until u start in on us.knowledge? yes. but cus think they know it all..

Verizon wireless offers its care representatives a giant amount of information we can use to help our customers. There is a policy in place for every situation that my customers have, and most issues have a simple fix. And even if they don't, we'll still work hard to figure it out. I mean, we can't give you a free $600 smartphone when you decide you want one, and we can't credit you back for your entire bill, and we can't give you an employee discount for the past 10 months when you never called in about it in the first place, but we can help with pretty much anything else. Why people seem to have so many problems with our care team is beyond me, and, in all honesty, most Verizon Wireless customers are reasonable people. I think people just like to complain. Most people don't mind paying a little more than the competition because their service is excellent everywhere they go. They have a customer service team who resides fully in the United States who, 9 times out of 10, will reduce overage charges when they call in. We have a team of close to 30 expert departments that work diligently to see a customer's issue through.
So, yeah, I'm fed the company line. Verizon Wireless has the best value blah blah blah, but I see this in action 40 hours a week, and it's legitimate. And believe me, this is not the only care team I've worked for.

I am an employee from verizon wireless and a costomer service representative. All I have to say that I am very happy working for this company. The benefits, training, and opportunities of the company are amazing. Also are customer service is great. We work hard to do all that we can do for customers. but u also have to remember we are a company. we cant just give you credits or new phones everytime u request them. Everyone is entitled to there opinion but I am extremely happy with vzw and we work hard every day to please are customers.

And just to continue the rant, there are a few bad apples, yes, but we do not purposely hang up on a customer unless they are screaming at us so much that there is nothing we can do to help because they wont let us talk. It's not very easy for us to ask help when we need it at work, and all of the departments are in different cities, states, and even customer care is split up that way, reps have no control over which rep you end up with when you call. And when you ask to speak to the highest supervisor, no we are not in the building with ANYONE from verizon corporate, and we really don't have the numbers to reach corporate. If we could do half the things customers requested, we'd all have magic powers and wings!!