Friday, September 13, 2013

9/13/2013 - most likely we have a resolution.

Jordan advised that my plan was switched to the Edge/Max plan. 8GB/$50 and that my refund for the initial payment of the phone was ready for pickup.

The store gave me a refund. The amount is just about the amount I paid. (They were only a few dollars short since when I bought the device I paid tax on $699 price and when I paid the device tax to initiate Edge in the store, the tax was based on a $649 price). Im not gonna make a fuss about it.

I am happy to get onto the plan I needed and put this behind me.

The only reason I titled this article "most likely" is because I don't see anywhere in my account online that I was switched to 8GB and what the pricing was. As a matter of fact as of the time of this post, I just received an email from VZW stating there was an account change. I was hoping to see 8GB/$50. But it actually showed 6GB/$80. The wrong plan. I am hoping that its just an older update that was sent today. Once I see the correct pricing I will finalize.

I want to thank the following individuals for helping me:
Kathy H., Social Media
Jordan M.,District Manager
Jorge, Store Manager
Unknown name of female employee that was very nice.
Joey, Store Manager. Even though he was actually pretty rude, and he could hardly look at me in the eye yesterday (Thursday), he did spend considerable time on this, and I appreciate that.

I think Verizon needs to look at its structure on how to troubleshoot and address problems. And what their chain of command is. I think VZW store management should have escalated this matter to a higher manager to resolve this after it was clearly not being handled by the support ticket initiated.

Finally, after all this trouble, although I am not "demanding" it, I really think it would be appropriate for Verizon to offer some sort of credit or gift card as an apology.

Thursday, September 12, 2013

9/11/2013 something started but definately still no resolution

The goal here was to get on Verizon Edge Max plan. In the alternative, return my device and keep unlimited data.

If you read the initial post, you know that there was a major problem in Verizons system and neither choice was able to be accomplished.

On 9/10/13 (afternoon) Jordan (district manager) told me that he will authorize an override to the system and that I can go in the the Vine location and all will be resolved. I was not able to make it to the store that afternoon but I went the next day.

9/11/2013 Update:

After being advised by Jordan I was optimistic that when I go in to the Verizon store, there would be a "fix" and I can finally move on.

I got to the store shortly before 12 noon. An employee as well as Joey the manager were working on my account and speaking to Jordan on the phone as well. However, instead of figuring this problem out before I got there, they were troubleshooting while I was at the store, so I waited a little more than 70 minutes during my lunch break, and the problem could not be resolved while I was there. I advised the VZW employee and Jordan (via SMS) that I needed to leave and to please advise when the problem is fixed.

1:29 PM - Joey calls my cell, says they are working on phone, and that I will lose cell service for not more than 5 or 10 minutes. I told him to go ahead but it couldn't be for longer than that time. He said it wouldn't. My cell service is cut off shortly after the phone call.

2:08 PM - I am still without cell service nearly 40 minutes later. I text Joey from a GV account asking about service. He does not reply.

2:19 PM - My cell service returns and I get a call from Joey on my device. 

Joey advises that he was able to process the refund and convert me to an Edge plan. 
He said that he still had to work on the amount to be refunded and to get me on to the Max plan. 
Meaning, he was able to work a refund on the device but still was not able to get me onto Max. I was still on a 6GB/$80 plan.

Joey is extremely rude and disrespectful and blames me for wasting his time. He has obviously spent considerable time working on this problem and I told him on several occasions that I appreciated it. However, he seems to be blaming me for following up with him. 

Joey: Ok, you gotta follow me here dude, right now as it is I am stressed out trying to get your phone fixed for you and then your texting me and calling me every day, Im trying to work with you here. It doesn't help when I see you going into the account and have other people look at it as well.

Me: If I don't do anything, nothing gets done. Dont give me a hard time if I get other people involved. Joey. You said there was no resolution on your part, so don't tell me I shouldn't call anyone else. If you couldn't get it done, I needed to find someone else that could.

I don't hear from him as to a final resolution and I text him later that afternoon. 

He wants me to come in and get my refund - which is great. However, I want to ensure its the correct amount. 

On "My Verizon" documents show that I am due back the sum of money that is less than what is owed to me. I asked Joey what the amount of the refund was (via text). No reply. I don't want to get to the store and wait another hour for them to figure out the correct amount.

He wants me to sign a new Edge agreement even before I am on the correct plan. I am not gonna come in ten times, for the correct refund amount and to sign at different intervals of this process. I am surely not going to sign a new contract until I get onto the correct plan.


Tuesday, September 10, 2013

9/10/13 update (still no resolution)

9/10/13 update
I call the 800 # again.
Was on the line speaking to Jessica in customer service. I requested a supervisor from the start but she insisted that she was going to help. I asked her to review my notes.
She attempted to put me on a Nationwide plan at $89/mo plus $50 for 8GB. I told her that wasn't an option. The Verizon Max plan is $50 for 8GB / unlim minutes and text plus the $40 access.
Why would I pay $140 base when the Verizon Max should be available to me at $90/month

-  I also called Richard the district manager, his voicemail says he is out until October 9th. He leaves the number to a Jordan.

- I left Jordan a voicemail

- I left Kathy Hass a voicemail.

- I texted Joey, no reply.

-Kathy calls me back. I tell her we need to go up the totem pole. she says she will email the director of retail sales. "Greg" and she will request that he calls me.

Hopefully the district manager can help bring this to a resolution.

I can't begin to explain what a big pain in the butt this has been. Not to mention the countless hours on the phone and at the local Verizon store. I appreciate that Kathy is being friendly and respectful and recognizes that there is a problem. However, there still has been no resolution to the problem. I want to close this chapter and move on.

- Kathy called me to advise that director of retail sales' secretary was advised and that the secretary will look out from an email from Kathy.

- Joey from Vine St texted me back:

Monday, September 9, 2013

9/9/13 Still no resolution!

9/5 - Kathy, VZW "social media supervisor" says that she sees notes on my account and that "I can see actual credit refund notes on your account " and the best thing is to keep in touch with the local store.

9/8 - called and texted manager Joey. He advises he is not working since its Sunday. (Is this a small mom n pop or is this a major corporate telecom company?

- I call and text Joey again, no reply.

- I call the Vine location, speak to Jorge (manager) after being put on hold for 20+ minutes. He says there is no change on the account. I ask for the district manager's contact info. He gives me the name of a "Richard".

- I left Richard "district manager" a voice message  to call me back.

- I left Kathy  "social media supervisor" a voice message to call me back.

- Joey wrote me stating he left Kathy from social media a message. Joey calls me and says there is still no resolution at the store level and my phone is still locked and cant process a return.

Wednesday, September 4, 2013

Open letter to Verizon Wireless - enough is enough

See updates by clicking the links on the right  -------------->

Time Elapsed since initiating trouble ticket: 

Open Letter To Verizon Wireless:

I am writing this letter as a last ditch effort in hope of finding an amicable solution.

On 8/20/2013 Verizon launched the Droid Ultra / Droid Maxx. I was eligible for an upgrade. I wanted to keep my unlimited data.

On 8/25/13 Verizon was to roll out their new Edge program.
I called VZW Corporate (800-922-0204) and speak to Alyssa, badge #69813 . She confirmed that I can get the phone at full retail price and pay with installments. She says that part of the program is available now.

Listen for yourself. See 3:00 mark.

I went to the Verizon store (Vine & Sunset) on 8/20/13 shortly after they open. Employee "Michael" says that until Edge becomes available, I cannot purchase the device at full retail and pay using installments.
He says unless you want to pay $700 plus tax for this phone to keep unlimited data, my ONLY option was to upgrade with a new 2 year contract.
I told him that VZW Corporate confirmed over the phone the policy that VZW can put me on that plan,(I played him the recording), but he said she was wrong. An unknown VZW manager confirmed that they cannot put me on the installment plan.

Since my older phone was not in usable condition and since I've been waiting for this phone to be released for quite some time and thinking that I have no other options, I upgrade. I know that I have a 14 day return period if and when I find out that the information provided was not accurate.

Within the next couple days I hear about the new plan offered to unlimited data customers as reported here and here:

This would allow me to have 8GB of data at a reduced price. I was willing to forgo my unlimited data for this plan.

I returned to the store on 8/28/13 and Joey - manager at VZW helps me. He first said that there was nothing he could do and he could only process a return. After looking at VZW internal program documents, he saw that he could change my plan into the Edge Max plan as stated above. However, my initial purchase was not showing up in the system. At this point I was no longer able to return my phone. Joey said he has to submit a ticket and within 24 hours the ticket would be processed and the situation should be resolved. He said that the system showed that the device was returned, at the same time there was no record of a return. Obviously I had not made any return – my phone was in my hand.

On a follow up visit on Friday 8/30/13, Dominique and Manager Jorge told me that it looks like when I returned a case I bought along with the phone and later exchanged it for a holster/case - at another retail location - this messed up the order and it put my phone purchase in limbo and attached the phone status with the returned case. 

Since then, I have contacted the manager Joey on several occasions. I have tweeted and been in touch with "Kathy" social media supervisor, but to no avail.

Manager Jorge and Dominique at the corporate store assured me that my return period for the phone will be extended. Kathy did the same. Joey promised the same. Kathy promised to send me something in writing confirming this but it was never received.

I do not want to be tweeting, texting, or sitting around day after day to wait on a resolution due to a glitch in Verizon’s system. At this point, I just want to return my device and switch carriers if my plan cannot be converted immediately. 

It is not normal that I need to be going through all of this.

(See below sms string between myself and Joey, VZW manager).