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This Entry is Rated:
7
with 2 votes!


10/12/12 | 20:56PM
Deny the credit at all costs!

Please hold for a Verizon Wireless sales representative, we appreciate your patience. Your current estimated wait time is 0 min 21 secs.
You are now chatting with 'Brittney S.'

Brittney S.: Hello. Thank you for visiting our chat service. May I help you with your order today?

David: Account page said upgrade fee is waived for 949-[XXX-XXXX]. It appears I am being charged the fee.

Brittney S.: May I please have your mobile number, and your full name to better assist you today?
David: [XXXXX XXXXXXXX], 949-[XXX-XXXX]. I am upgrading my HTC Incredible to a Galaxy Nexus

Brittney S.: Thanks for that information. Please give me just a moment to access your account.

Brittney S.: May I please have the billing password listed on the account for verification purposes?

David: [XXXX]

Brittney S.: Thank you for verifying your account
Brittney S.: I do not see an upgrade fee credit placed on your account, Did a manager add one or was it supposed to be waived?

David: It was supposed to be waived. I saw it a couple of weeks ago, and I complained that it applied only to the [XXXX] phone, and not the phone I upgraded than ([XXXX])
Brittney S.: Okay I see but it is not listed on your account at this time, there is no way waive the fee during the order online, that can only be done after an order has been placed with customer service

David: I just checked the page--it is listed as a $30 credit

Brittney S.: What page did you see this on? I can go into the online account to verify it

David: https://[XXXXXXX]

Brittney S.: What page is that in your account, I am not able to open that link

David: "Upgrade Your Device"

Brittney S.: Okay one moment

Brittney S.: The $30 credit that you see on line 7967 is not for the upgrade fee, that is $30 off the phone for the upgrade

David: Okay--I'll take $30 off the phone

Brittney S.: The upgrade fee cannot be waived unless a manager adds a credit to your account

Brittney S.: Okay is you rnumber the [XXXX] line?
David: yes

Brittney S.: Okay have you already started the order?

David: yes--I have gotten to checkout

Brittney S.: Okay what phone are you looking to get with the upgrade?

David: Galaxy Nexus

Brittney S.: Okay your credit cannot be applied to this phone because it already on sale that exceeds your discount, so it will remain at the 49.99 pricing
David: What? I try not to be abusive, but it looks like you are doing everything you can to deny me a credit you have already said I am entitled to

Brittney S.: I am not denying you of anything, you can verify this online, the Nexus is on sale already so no other credits less than the sale can be added, that applies to any phone, you can choose another phone to see the credit applied such as the Razr M or Maxx

David: I am not going to argue. Instead, I am going to post this transcript on every consumer complaint forum I can find. If Verizon wants to know why it has a terrible reputation for customer service, they need look no further than this conversation.

Brittney S.: If you would like so that you know that I am not taking anything from you, you can contact customer service now over the phone to verify what I have stated right in front of me, I can show you this online as well to verify everything, Being that I am only a sales chat agent I cannnot make any changes or place anything on your account, I am strictly going by what is on your account and the pricing we have online

Anonymous - Verizon H8er ID: 1F74E8



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Replies
10/16/12 | 2:10AM
This is a perfect example of how stupid most Verizon wireless customers are. From all of us in customer service, your pain is our delight :)

Anonymous - Verizon H8er ID: 3219E4

11/14/12 | 23:13PM
Fucking idiot. This customer service rep did all she could. If you people would just read, you wouldn't have all these problems.

Anonymous - Verizon H8er ID: 3DAA2F


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