Archived from groups: alt.cellular.verizon (More info?)

I'm about 16 months into my 24-month contract with Verizon Wireless.
I will say, their actual wireless service is terrific.  I get great
reception with my Nokia 3589i.  The calls are clear, rarely do they
drop, and I get service virtually everywhere I go, even outside of
major cities.  It seems far superior to the AT&T TDMA service I
dropped when I switched.
 
But Customer Service has been very uneven.  Sometimes I get a good,
professional CS agent, but too often I get an uncooperative,
borderline unprofessional agent.  Last month, for example, I called to
complain about a Get-It-Now charge ($2.99) that had come about
apparently because my Nokia phone was unlocked in my pocket (I am
religious about locking it, but now and then I forget).  She insisted
that it could not have been ordered by accident (impossible! she
said) even though I certainly did not order it and no one else did.
She was condescending and not helpful, saying she would take off the
charge "this time" but that they wouldn't in the future.
 
(Not the first time I've had this kind of call with Verizon CS.)
 
A few days later I tried to pay my bill online.  The website was
unable to process my CC payment, suggesting I call some 1-800 number,
which I didn't feel like dropping everything to do at that moment.  I
forgot to call or try to pay again, and this month I got dinged with a
$5 late charge - PLUS the snippy agent from last month didn't remove
my $2.99 charge as she promised!
 
I tried to pay my bill online again and it refused to accept my credit
card, saying the address didn't match the one in their database.  So I
called CS again.  (I changed my mailing address about six weeks ago
with Verizon and everyone else.)  This time I got a helpful guy who
was professional and almost cheerful.  He tried to run through my
credit card again but he too could not get it to process.  I gave him
the address on my Verizon bill, and he said American Express disputed
the address - despite the fact that my AMEX address was identical to
my Verizon address on both bills, despite the fact that I'd used this
same card for months to pay my Verizon bill before the address change.
He told me I had to call American Express to clear it up.  I had to
use a different credit card.  (Other vendors accept my Amex card no
problem since the address change.)  
 
The guy did take off the $5 late charge and the $2.99 fee from last
month, and he didn't even argue about it, so I give him points for
that.
 
Then I tried to send feedback to Verizon Wireless from their website,
after logging into my account.  It gave me one of those "contact us"
forms and wanted my username and password (or last-4-SSN) even though
I was already logged into my Verizon account (requiring my PIN).  I
gave them my PIN again and typed my message.  About two hours after I
sent it, I got a bounce saying my password didn't match and Verizon  
refused to accept my message!  Of course, I didn't have a copy of what
I had typed and it was all gone.  Never mind - no point in bothering
again.
 
So the question is, do I wait until December when my contract is up to
switch providers or do I incur the $175 ETF fee now?  Petty as it
seems, I'm fed up with the nuisance of dealing with Verizon.  AT&T had
poor cell service when I left, but their customer service was light
years better than these people (and their website worked well whenever
I used it).  I'm tempted to pay the $175 to leave and try T-Mobile
(where I would save $10/month with a similiar wireless plan, because I
already subscribe to T-Mobile Hotspot), so in effect it would cost me
only $115 to leave now.  I'd almost rather pay $175 than giving $240+
more to these people for six more months of service.  I know T-Mobile
service isn't as good as Verizon's (not sure I care at this point),
but I hear their CS is terrific.
 
Andrew
--
----> Portland, Oregon, USA <----
*******************************************************************
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 ----> To Email me remove "MYSHOES" from email address
*******************************************************************

Archived from groups: alt.cellular.verizon (More info?)

Bye,
Now pester some other group!
 
 
"Andrew" <usenetMYSHOES@bizaveMYSHOES.com> wrote in message  
news:czcasdddhj58824417411@bizaveMYSHOES.com...
> I'm about 16 months into my 24-month contract with Verizon Wireless.
> I will say, their actual wireless service is terrific.  I get great
> reception with my Nokia 3589i.  The calls are clear, rarely do they
> drop, and I get service virtually everywhere I go, even outside of
> major cities.  It seems far superior to the AT&T TDMA service I
> dropped when I switched.
>
> But Customer Service has been very uneven.  Sometimes I get a good,
> professional CS agent, but too often I get an uncooperative,
> borderline unprofessional agent.  Last month, for example, I called to
> complain about a Get-It-Now charge ($2.99) that had come about
> apparently because my Nokia phone was unlocked in my pocket (I am
> religious about locking it, but now and then I forget).  She insisted
> that it could not have been ordered by accident (impossible! she
> said) even though I certainly did not order it and no one else did.
> She was condescending and not helpful, saying she would take off the
> charge "this time" but that they wouldn't in the future.
>
> (Not the first time I've had this kind of call with Verizon CS.)
>
> A few days later I tried to pay my bill online.  The website was
> unable to process my CC payment, suggesting I call some 1-800 number,
> which I didn't feel like dropping everything to do at that moment.  I
> forgot to call or try to pay again, and this month I got dinged with a
> $5 late charge - PLUS the snippy agent from last month didn't remove
> my $2.99 charge as she promised!
>
> I tried to pay my bill online again and it refused to accept my credit
> card, saying the address didn't match the one in their database.  So I
> called CS again.  (I changed my mailing address about six weeks ago
> with Verizon and everyone else.)  This time I got a helpful guy who
> was professional and almost cheerful.  He tried to run through my
> credit card again but he too could not get it to process.  I gave him
> the address on my Verizon bill, and he said American Express disputed
> the address - despite the fact that my AMEX address was identical to
> my Verizon address on both bills, despite the fact that I'd used this
> same card for months to pay my Verizon bill before the address change.
> He told me I had to call American Express to clear it up.  I had to
> use a different credit card.  (Other vendors accept my Amex card no
> problem since the address change.)
>
> The guy did take off the $5 late charge and the $2.99 fee from last
> month, and he didn't even argue about it, so I give him points for
> that.
>
> Then I tried to send feedback to Verizon Wireless from their website,
> after logging into my account.  It gave me one of those "contact us"
> forms and wanted my username and password (or last-4-SSN) even though
> I was already logged into my Verizon account (requiring my PIN).  I
> gave them my PIN again and typed my message.  About two hours after I
> sent it, I got a bounce saying my password didn't match and Verizon
> refused to accept my message!  Of course, I didn't have a copy of what
> I had typed and it was all gone.  Never mind - no point in bothering
> again.
>
> So the question is, do I wait until December when my contract is up to
> switch providers or do I incur the $175 ETF fee now?  Petty as it
> seems, I'm fed up with the nuisance of dealing with Verizon.  AT&T had
> poor cell service when I left, but their customer service was light
> years better than these people (and their website worked well whenever
> I used it).  I'm tempted to pay the $175 to leave and try T-Mobile
> (where I would save $10/month with a similiar wireless plan, because I
> already subscribe to T-Mobile Hotspot), so in effect it would cost me
> only $115 to leave now.  I'd almost rather pay $175 than giving $240+
> more to these people for six more months of service.  I know T-Mobile
> service isn't as good as Verizon's (not sure I care at this point),
> but I hear their CS is terrific.
>
> Andrew
> --
> ----> Portland, Oregon, USA <----
> *******************************************************************
> ----> http://www.bizave.com  <---- Photo Albums and Portland Info
> ----> To Email me remove "MYSHOES" from email address
> *******************************************************************
>

Archived from groups: alt.cellular.verizon (More info?)

On 29 Mar 2005 06:29:41 GMT, usenetMYSHOES@bizaveMYSHOES.com (Andrew)
wrote:
 
>So the question is, do I wait until December when my contract is up to
>switch providers or do I incur the $175 ETF fee now?  Petty as it
>seems, I'm fed up with the nuisance of dealing with Verizon.  AT&T had
>poor cell service when I left, but their customer service was light
>years better than these people (and their website worked well whenever
>I used it).  I'm tempted to pay the $175 to leave and try T-Mobile
>(where I would save $10/month with a similiar wireless plan, because I
>already subscribe to T-Mobile Hotspot), so in effect it would cost me
>only $115 to leave now.  I'd almost rather pay $175 than giving $240+
>more to these people for six more months of service.  I know T-Mobile
>service isn't as good as Verizon's (not sure I care at this point),
>but I hear their CS is terrific.
 
It sounds like you don't like to do business by phone.
 
- - - - - - - - - - - - - - - - - - - - - - - - - -

Archived from groups: alt.cellular.verizon (More info?)

> So the question is, do I wait until December when my
> contract is up to switch providers or do I incur the $175
> ETF fee now?
 
Leave now.
 
-Frank

Archived from groups: alt.cellular.verizon (More info?)

Andrew wrote:
>
> So the question is, do I wait until December when my
> contract is up to switch providers or do I incur the $175
> ETF fee now?  Petty as it seems, I'm fed up with the
> nuisance of dealing with Verizon.
 
Please pay the $175 now.
We actually took up a collection for your ETF some
time ago. We mailed you a check but it was returned
as "wrong address"... we can only guess it was too
much trouble for you to call someone and change it.
 
-Quick

Archived from groups: alt.cellular.verizon (More info?)

Quick <quick7135-news@nospamyahoo.com> wrote:
: Andrew wrote:
: >
: > So the question is, do I wait until December when my
: > contract is up to switch providers or do I incur the $175
: > ETF fee now?  Petty as it seems, I'm fed up with the
: > nuisance of dealing with Verizon.
 
: Please pay the $175 now.
: We actually took up a collection for your ETF some
: time ago. We mailed you a check but it was returned
: as "wrong address"... we can only guess it was too
: much trouble for you to call someone and change it.
 
If you fumbled my address, you must work for Verizon!  Because
every other company I do business with has no trouble with it.
 
Andrew
--
----> Portland, Oregon, USA <----
*******************************************************************
 ----> http://www.bizave.com  <---- Photo Albums and Portland Info
 ----> To Email me remove "MYSHOES" from email address
*******************************************************************

Archived from groups: alt.cellular.verizon (More info?)

Quick wrote:
> Andrew wrote:
>>
>> So the question is, do I wait until December when my
>> contract is up to switch providers or do I incur the $175
>> ETF fee now?  Petty as it seems, I'm fed up with the
>> nuisance of dealing with Verizon.
>
> Please pay the $175 now.
> We actually took up a collection for your ETF some
> time ago. We mailed you a check but it was returned
> as "wrong address"... we can only guess it was too
> much trouble for you to call someone and change it.
 
Late breaking news: As loyal VZW customers we were
embarrassed by the shoddy treatment you so unjustly
received and decided to put some considerable effort
into investigating your problems. After employing a vast
amount of resources we have tracked down exactly
what happened and the cause of your problems.
 
It seems that while your unlocked, candy bar style,
Nokia phone was in your pocket it dialed American
Express and and entered a request to have your
verification address revert to your old address while
keeping your billing address the same.
 
We are all mortified by this discovery and (again)
embarrassed that VZW customer service didn't
immediately identify the problem and handle the
arrangements with American Express to get it all
straightened out.  This should have all been done
without you having to go through the pain and
inconvenience of calling CS the first time. After all
it wouldn't have happened if you hadn't been
connected through VZW's network. (The rude
treatment was absolutely inexcusable).
 
We have taken up another collection to raise a
minimum of a few thousand dollars to partially
compensate you for your extreme pain, suffering,
and mental anguish.  We hope the very best for
you T-mobile.
 
-Quick

Archived from groups: alt.cellular.verizon (More info?)

Quick <quick7135-news@nospamyahoo.com> wrote:
: Late breaking news: As loyal VZW customers we were
: embarrassed by the shoddy treatment you so unjustly
: received and decided to put some considerable effort
: into investigating your problems. After employing a vast
: amount of resources we have tracked down exactly
: what happened and the cause of your problems.
 
Let us know when Verizon actually wants to receive feedback from
customers, instead of having their web page ask for a 2nd password and
then reject the comments (and not attaching a copy of them).
 
By the way:  let's keep this thread going as long as possible so as
many people as possible will read my comments about Verizon!  More
potential new customers need to know what this company is like.
 
Andrew
--
----> Portland, Oregon, USA <----
*******************************************************************
 ----> http://www.bizave.com  <---- Photo Albums and Portland Info
 ----> To Email me remove "MYSHOES" from email address
*******************************************************************

Archived from groups: alt.cellular.verizon (More info?)

George Orwell <nobody@mixmaster.it> wrote:
: In article <czcasdddhj58824417411@bizaveMYSHOES.com>
: usenetMYSHOES@bizaveMYSHOES.com (Andrew) wrote:
 
: First complaint.......the Get It Now problem. WIth all due respect, it  
: was your fault and just because it was an accident, doesn't mean Verizon  
: has to pay for it. "I'm sorry officer but I wanted to stop at the red  
: light but by mistake, hit the gas instead of the brake and went through  
: it." Do you think that would work?
 
Actually, my main complaint is that the CS agent said my explanation
of how the Get It Now problem was IMPOSSIBLE.  I admitted that my
phone had been unlocked but she said it could not have happened that
way.  Either I ordered it and was lying, ordered it and forgot, or
someone else using my phone ordered it, according to her.  None of
those happened - it happend because the phone was unlocked.  Her
refusal to believe me annoyed me and her attitude, talking down to me
like a child ("Do you know who else might have had access to your
phone?"  Answer: NO ONE!!) was rude.  I should have asked for a
supervisor, but I did not.
 
Also, she promised to remove the charge anyway ("but only this once" )
and she did not remove it as promised.
 
: Your second complaint holds more water though. If there is a problem with  
: THEIR online pay, then they should either be ready to forget the late  
: fee, which shouldn't have been charged had you talked to them  
: immediately, and fix their problem. I have been associated with online  
: activities since 100 baud modems and I still have problems with online  
: buying and paying. This is one more reason I have to be leary.
 
The CS agent I talked to yesterday did remove the late charge without  
argument, which was good, but it's annoying I have to take the time to
call them and ask in the first place.  It's still annoying that other
companies accept my credit card just fine after the address change but
Verizon can't or won't.
 
: I have found Verizon to be pretty good at responding to online mail. It  
: used to be much faster getting a reply but lately, it's about 20 hours.  
: They always ask for your SS number, even though you're logged on just to  
: claify that it's you. That's there SOP and we have to live with it. No  
: biggie, just type in the 4 numbers.
 
I hate giving any part of my SSN number online. That's why I gave my
PIN (which I guess I've found out is not the same as a password).  I
did not ask for any changes to my account; I can understand wanting to
be cautious, for my own benefit, in not making changes without
verification, but not accepting basic feedback without a 2nd password
is silly.  If I'm logged into my account with one password, that
should be enough to get them to accept feedback, no?
 
Even so, if I gave an invalid password (my PIN), the website should
have told me at the at time and allowed me to go back and try to
re-send, so I didn't have to start all over an hour or day later and
re-type the message I'd composed to them.
 
: As for switching, from my experience with providers, you will have  
: problems with all of them....maybe not the same problem buy a problem  
: nevertheless. I surely wouldn't give them the satisfaction of gettting my  
: $175 for switching however, no provider for that matter. I would live it  
: out, and while you are, VERY CAREFULLY look into other providers and find  
: that while you're dating, they look great. Once married, they still wake  
: up in the morning with no makeup.
 
For what it's worth, I am already a T-Mobile Hotspot customer, and I
know their CS has been decent when I've talked to them.  Friends have
given me other positive anecdotes about T-Mobile.  I fully expect not
to get signal in places where Verizon would especially away from
cities, but I'm starting to think I can live with that, as long as
basic service is good and I don't have constant problems with the web
site and snotty CS people.  As a company that is trying to gain on the
big boys, T-Mobile can't afford to piss off their customers and stay
in business the way a complacent company like Verizon apparently can.
 
I'll probably stick it out with Verizon for six more months (grumble,
grumble), but I'm not happy about it.
 
Andrew
--
----> Portland, Oregon, USA <----
*******************************************************************
 ----> http://www.bizave.com  <---- Photo Albums and Portland Info
 ----> To Email me remove "MYSHOES" from email address
*******************************************************************

Archived from groups: alt.cellular.verizon (More info?)

Ok Verizon has many CS people and some are trained to not credit many
things since most of what customers say like: *I did not buy this! It
was an accedent!  I sent the payment over a week ago!* Most of the time
the customer is lying to get something for nothing.  In reality
sometimes it is true about those things.
Verizon systems with there Website and Payment system are very touchy
due to fraud.
Verizon Wireless is company that does alot of sercurity so they don't
get screwed like some other provider have in the past.  Sometimes it is
for the good and for the worse.
 
I don't know T-Mobile's coverage in Portland.  I would say it will be
good, but not like VZW is overall.
 
If you register here I can send you more info to help you in a Private
Message
 
 
--  
agentHibby
------------------------------------------------------------------------
Cell Phone Forums: http://cellphoneforums.net
View this thread: http://cellphoneforums.net/t171023.html

Archived from groups: alt.cellular.verizon (More info?)

George Orwell <nobody@mixmaster.it> wrote:
: In article <curkrlarkr84923017611@bizaveMYSHOES.com>
: usenetMYSHOES@bizaveMYSHOES.com (Andrew) wrote:
 
: Understood. I had some hoops to jump through a few weeks ago when I  
: forgot my id and was typing it incorrectly. After a few times, your  
: account is "locked" and to unlock it, you have to give a pint of blood  
: and buy a round of drinks I think. You send something then they send back  
: a text messsage adn then you put that here and jam something else there  
: and eventually, you actually get you account back! Verizon still has the  
: best coverage in the area so I'll stick with them.
 
I was similarly locked out of my account with Verizon yesterday.  I
don't know why - I hadn't even tried to login once, hadn't for a few
weeks, I was just automatically locked out and had to go through the
same process you did.  Who knows, maybe someone was trying to break
into my account?  
 
Andrew
--
----> Portland, Oregon, USA <----
*******************************************************************
 ----> http://www.bizave.com  <---- Photo Albums and Portland Info
 ----> To Email me remove "MYSHOES" from email address
*******************************************************************

Archived from groups: alt.cellular.verizon (More info?)

On 29 Mar 2005 06:29:41 GMT, usenetMYSHOES@bizaveMYSHOES.com (Andrew)
wrote:
 
>So the question is, do I wait until December when my contract is up to
>switch providers or do I incur the $175 ETF fee now?  Petty as it
>seems, I'm fed up with the nuisance of dealing with Verizon.
 
Might I suggest an alternative, if it is feasible for you.
 
Stop dealing with VZW through their web site and over the phone.  Find
a VZW store near you.  Stop by and address these issues with the
manager.  I'm not saying you will get better results on the events
that have past, but I've always found VZW *MUCH* easier to deal with
when I'm standing there talking to a real, live person.  Whenever I
had to deal with tech support over the phone, it was generally a
frustrating experience.  But when I stop by the store and take it up
with them, it seems the issues get resolved much faster and with less
aggravation.
 
Just something to consider.

Archived from groups: alt.cellular.verizon (More info?)

> The CS agent I talked to yesterday did remove the late charge without
> argument, which was good, but it's annoying I have to take the time to
> call them and ask in the first place.  It's still annoying that other
> companies accept my credit card just fine after the address change but
> Verizon can't or won't.
 
If the card doesn't pass verification, they pay a higher fee for processing  
it. Some companies accept it and go on, others are sticklers about 100%  
address matching and reject any that doesn't match exactly. (I offer CC  
payment and pay an extra 2% on mismatches or about $50 a month - fortunately  
my CC processor doesn't flat out reject them. Many companies that ship goods  
will reject such cards but i bill for services after they are provided so  
i'm out the money if they pay with a fruadulent card anyway. )

Archived from groups: alt.cellular.verizon (More info?)

The Ghost of General Lee <ghost@general.lee> wrote:
: On 29 Mar 2005 06:29:41 GMT, usenetMYSHOES@bizaveMYSHOES.com (Andrew)
: wrote:
 
: >So the question is, do I wait until December when my contract is up to
: >switch providers or do I incur the $175 ETF fee now?  Petty as it
: >seems, I'm fed up with the nuisance of dealing with Verizon.
 
: Might I suggest an alternative, if it is feasible for you.
 
: Stop dealing with VZW through their web site and over the phone.  Find
: a VZW store near you.  Stop by and address these issues with the
: manager.  
 
That's very sensible - thanks.
 
Andrew
--
----> Portland, Oregon, USA <----
*******************************************************************
 ----> http://www.bizave.com  <---- Photo Albums and Portland Info
 ----> To Email me remove "MYSHOES" from email address
*******************************************************************

Archived from groups: alt.cellular.verizon (More info?)

The Ghost of General Lee wrote:
 
> Stop dealing with VZW through their web site and over the phone.  Find
> a VZW store near you.
 
Sorry General, my experience has been that the stores are the WORST  
place to get customer service! At least here in Ohio. The only place I  
can say I got treated politely and semi-competently was in Orlando, FL.
 
WHile Andrews story about the CS person on the phone is unfortunately  
"typical" if you dont like what that person is saying, just say good bye  
, and dial again. I've never had to call more than twice to get a  
competent ear.
 
I had troubles with making a new phone work and got credits that almost  
matched the months bill, so they DO give credit for problems. Ask if you  
think you deserve it... you might get it. I've also NEVER paid a roaming  
charge. I just called and they took it off my bill. Same with all the  
other screw-ups.
 
Since my phone seems to work most everywhere I am I'll put up with a  
little CS torture. The feedback I get is that the other phone companies  
are MUCH worse!
 
-Pete

Archived from groups: alt.cellular.verizon (More info?)

speedy wrote:
>  
>  
> The Ghost of General Lee wrote:
>  
>> Stop dealing with VZW through their web site and over the phone.  Find
>> a VZW store near you.
>  
>  
> Sorry General, my experience has been that the stores are the WORST  
> place to get customer service! At least here in Ohio.  
 
OK, I don't know how things are in Akron/Canton, but the stores up north are  
pretty good. Used to frequent the Mentor and Independence stores, and  
occasionally the one in Mayfield.
 
> WHile Andrews story about the CS person on the phone is unfortunately  
> "typical" if you dont like what that person is saying, just say good bye  
> , and dial again. I've never had to call more than twice to get a  
> competent ear.
 
Good advice.
 
> I had troubles with making a new phone work and got credits that almost  
> matched the months bill, so they DO give credit for problems. Ask if you  
> think you deserve it... you might get it.  
 
Hell yeah - Verizon is more liberal with service credits than any other carrier  
I've ever used. Go ahead and ask - the worst thing that'll happen is, "Sorry,  
we can't give you the credit" - but it seems like if you are having genuine  
problems, they really are empowered to give the credits.
 
--  
JustThe.net - Apple Valley, CA - http://JustThe.net/ - 888.480.4NET (4638)
Steven J. Sobol, Geek In Charge / sjsobol@JustThe.net / PGP: 0xE3AE35ED
 
"The wisdom of a fool won't set you free"
     --New Order, "Bizarre Love Triangle"