Problem with verizon
I'm very upset with verizon and I am thinking of switching...here is why...
I check my accountonline everyday just to make sure everything is ok (I know it's a compulsive thing) Well I noticed that my "other domestic texts" number was going up and up and up and up and up and my "IN TXT" number was staying the same. So I called verizon to ask why and the customer service representative informs me that I no longer have the text message plan because it was removed from my account on the 17th of february. I told her that I didn't authorize this and that I want it back. She said since they didn't offer that plan anymore they couldn't get it back for me and that I would "just have to pay for the text messages anyway" I told her since it wasn...
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I check my accountonline everyday just to make sure everything is ok (I know it's a compulsive thing) Well I noticed that my "other domestic texts" number was going up and up and up and up and up and my "IN TXT" number was staying the same. So I called verizon to ask why and the customer service representative informs me that I no longer have the text message plan because it was removed from my account on the 17th of february. I told her that I didn't authorize this and that I want it back. She said since they didn't offer that plan anymore they couldn't get it back for me and that I would "just have to pay for the text messages anyway" I told her since it wasn...
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thedanster118 said:
Am I over reacting or is this really an issue I should consider dropping them over?
It's not enough that every n00b here asks what phone to get, now we have help you decide whether or not to bail on VZW?! You'll have to make your own decison on that one.
As for what happened...was there any kind of equipment/price plan change done that day? Sometimes the feature can fall off. Ask them to check the remarks to see if someone remarked a request to remove it, or it's just auto-remarked with the feature dropping (which would indicate an inadvertent removal of the feature). If your inquiry goes nowhere, have them backdate you into the current $10 bundle. It has unlimited text/pix to VZW ...
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If you are going to leave VZN over Less than $5 worth of texts...thats is just plain ridiculous, just suck it up and pay the extra 5 bucks a month, or switch to the 250 message package which I believe they still have and I am currently on and its only 5 dollars a month. Just my 2 cents
Chris
Chris
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What you need to do is go into a VZW store more than likely and speak with customer service. For some reason the text package was dropped, I can't tell you why, but when you have a real person looking at you, your going to get further along then over the phone. It's listed in your account who deleted the feature, and if it's a legit deletion there should be a comment as to why it was deleted. If it was indeed an accident, tell them you want your old feature restored, and they can restore it, you may have to escalate to a supervisor with access to the billing system (some markets are removing access from the actual billing system from reps to prevent screw ups like this and prevent sales reps from working the system) or they may have to submi...
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Eh I guess I didn't really need your condescending "help" anyway I'll just drop them and go with a carrier that is worth having. You know, one that doesn't cripple every feature on their phones so that they can make an extra buck, and one where the customer service isn't rude to you all the time.
Thanks Anyway
Thanks Anyway
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the problem is, verizon doesnt care becuase they usually cater to people who 1. doesnt pay a lot per month on their service based on their ARPU and 2. not many people use their data services again based on their DATA ARPU.
(arpu= average revenue/rate per user)
the key phrase here= verizon doesnt care and i wouldnt either when i get 2 million net adds per quarter. lol.
if you dont like them, you should leave and try another carrier. remember those trial policies are there for you and the consumer to test before they stick with them.
(arpu= average revenue/rate per user)
the key phrase here= verizon doesnt care and i wouldnt either when i get 2 million net adds per quarter. lol.
if you dont like them, you should leave and try another carrier. remember those trial policies are there for you and the consumer to test before they stick with them.
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thedanster118 said:
Eh I guess I didn't really need your condescending "help" anyway I'll just drop them and go with a carrier that is worth having. You know, one that doesn't cripple every feature on their phones so that they can make an extra buck, and one where the customer service isn't rude to you all the time.
Thanks Anyway
Welcome to Cingular! 🙂 😉 😛
P.S. Where phones do more than just make and receive calls.... Most Vz fan boys don't/ can't or refuse to understand this.
Cell Phone are no longer to make and receive calls... Capiche?
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You might be able to do more with the phones at Cingular, but the customer service THE worst in the industry, rivaled closely by Sprextel!
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thedanster118 said:
Eh I guess I didn't really need your condescending "help" anyway I'll just drop them and go with a carrier that is worth having. You know, one that doesn't cripple every feature on their phones so that they can make an extra buck, and one where the customer service isn't rude to you all the time.
Thanks Anyway
enjoy your freedom, no ugly crack head ui
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Sad thing with this thread is that we still have no way of knowing what created the change. I did find it odd that a change 'just happened' (they don't) and that the story of what was going to be done is not really in line with the customer service process flow.
Something ain't right about this.
Something ain't right about this.
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I just renewed my contract last tuesday, and half way thru the rep states that I will lose the no longer offered $5 unlimited text messaging, and asked if I would like to add the new $10 plan. I said not in your life. I am just doing a phone upgrade, that does not effect my plan or features. at least at this store, the computer drops the old text plan, he showed me where it did it, so it does just happen. He did some typing on the keyboard and got it added back on. At this paticular verizon corporate store, the old text plan is automatically deleted. Keep that in mind if you ever upgrade your phone, make sure you tell them that you do not want the feature removed.
Now it is about time to call verizon customer service and make sure e...
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Now it is about time to call verizon customer service and make sure e...
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Georgia1 said:at least at this store, the computer drops the old text plan, he showed me where it did it, so it does just happen.
I wanted to take a moment to focus on this. My point to the previous person is that they had no such transaction to point to. When I stated that it doesn't just happen, the person pretty much said that they did no transaction nor implied any changes. Whether right or wrong about the text issue you raised, at least you did something that would generate a change.
Understand that I'm not focusing, at the moment, on your issue but on the 'just happen' part. You were making a change. The person in the first post implied that all they had been doing is looking the account online and...
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Although I wasn't there for the upgrade in this situation, I would be pretty willing to be the cause for the drop on this would be a move from a non-camera phone to a camera phone because the features therefore wouldn't match the ESN and drops the package. This unfortuntately would be valid but an open windows request done by the representative may re-open it...
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PMFJI,
I have been grandfathered into an unlimited text messaging plan which I was specifically told I could keep as long as I was a Verizon customer, not just on my current plan.
I know that the folks who did this are probably retired now or passed on!
I was requesting an upgrade in plans,(on phone with cc) and was specifically told that nothing else would change. I then specifically spoke about my text plan, and said "I do NOT want to make a change which will terminate that plan, and IF this change will terminate that plan I DO NOT want to make this 'upgrade'. I got the 5 digit plan number, too. I also said "If this text plan won't remain on my account, I do not authorize the change and will stay with my current plan."
I was assu...
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I have been grandfathered into an unlimited text messaging plan which I was specifically told I could keep as long as I was a Verizon customer, not just on my current plan.
I know that the folks who did this are probably retired now or passed on!
I was requesting an upgrade in plans,(on phone with cc) and was specifically told that nothing else would change. I then specifically spoke about my text plan, and said "I do NOT want to make a change which will terminate that plan, and IF this change will terminate that plan I DO NOT want to make this 'upgrade'. I got the 5 digit plan number, too. I also said "If this text plan won't remain on my account, I do not authorize the change and will stay with my current plan."
I was assu...
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That was a wonderful post and thank you. I just want to correct one thing though. Customer service reps (as long as not outsourced) can do anything a supervisor can do in this situation. The main difference is the level of experience. Some reps are newer and do not recognize how to solve the problem, so they believe it to be unsolvable. I have no problem with someone escalating or in this case getting a second opinion from someone with more experience, I just don't want your post to make people believe that customer service can't handl the problems that they MUST ask for someone higher. Other than that, your post is greatly appreciated. As a customer facing representative, without even meaning to be biased, the really nice guys get lot more...
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Amen.
The rep I was originally working with, and her supervisor just couldn't get my txt plan back on, and they went up to another person, via email.
They indicated that even though they had the code, they were a bit frustratted, as it wouldn't 'take' and were a bit apologetic that they couldn't get it to work.
It was a discontinued plan, and probably was discontinued for 10 years.!!. (hence a perfect deal!)
Screaming is limited to lottery winners and severe personal pain! Unfortunately there are too many folks who do just that into their phones!
🙂
The rep I was originally working with, and her supervisor just couldn't get my txt plan back on, and they went up to another person, via email.
They indicated that even though they had the code, they were a bit frustratted, as it wouldn't 'take' and were a bit apologetic that they couldn't get it to work.
It was a discontinued plan, and probably was discontinued for 10 years.!!. (hence a perfect deal!)
Screaming is limited to lottery winners and severe personal pain! Unfortunately there are too many folks who do just that into their phones!
🙂
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Since I am not sure that anyone actually fully answered your post, I am going to try. Sometimes, due to other changes on your account like an ESN change, a feature will accidently drop off. The reps are supposed to check for this before submitting the final request but sometimes it gets missed. Unfortunately, the feature you are discussing is now grandfathered and can not just be clicked on to add back on. A customer service rep must make an open windows request if the mistake is VZW error and the feat can be added back on and the month re-rated for VZW error. (Because IF it is our mistake, we take responsibilty). However, what someone said above about the new package was correct. The new packages are MUCH better and can be backdated. The ne...
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Verizon always tries to pull crap like that; they try every time to get me off my grandfathered plan. Idiot reps, sorry dog I know the rules now pound sand and give me what I know is rightfully mine.
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[quote]
Verizon always tries to pull crap like that; they try every time to get me off my grandfathered plan. Idiot reps, sorry dog I know the rules now pound sand and give me what I know is rightfully mine.[/quote]YAH N TEHRE GOOEY SI TEH SUXOR!!!!!!!11!1! PEACE I'M OUTTIE 5000!!!!111!!1!!!
Verizon always tries to pull crap like that; they try every time to get me off my grandfathered plan. Idiot reps, sorry dog I know the rules now pound sand and give me what I know is rightfully mine.[/quote]YAH N TEHRE GOOEY SI TEH SUXOR!!!!!!!11!1! PEACE I'M OUTTIE 5000!!!!111!!1!!!
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