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Verizon Wireless review: "I have been trying for 2 months to replace my 4-year-old Pixel cell phone. 1st of all, I suddenly couldn't access MyVerizon. The app I have been using for 10 years. So I went to the Verizon store (Which is in another city) only to be told it would be a 2-hour wait..."
Read the full Verizon Wireless review on PissedConsumer: https://verizon-wireless.pissedconsumer.com/poor-service-availability-of-phones-202107202698812.html
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Show More Show Less View Video Transcript
0:00
Hi, I'm George Sardi. I've been a Verizon customer for at least 15 years
0:05
I've just spent the last three months trying to obtain a new phone from Verizon
0:10
both in person and over the phone, and have been frustrated in that attempt
0:15
as every phone I pick is out of stock, and any attempt I make to try to find out
0:21
why that's the case is met with indifference from Verizon and no explanation as to the availability
0:29
And I'm sharing this to share my frustrations with Verizon's continuing lack of customer service and efficient retail operations
0:44
Well, I've been a Verizon customer for at least 15 years, and I think it might be closer to 20
0:51
I know I switched to Verizon because my parents lived in Cape Cod, Massachusetts, and then Verizon had the coverage where I'd actually get a signal
1:00
So I joined Verizon before my parents died, and that was 2007
1:05
So I've been a customer for at least 15 years. And what happened was I have a four-year-old Pixel 2 phone
1:14
I'm semi-retired, so I really wasn't using the phone that much. So that's why it's four years old
1:20
I wasn't worried about replacing it. But I got a new part-time job where the phone was critical
1:26
to my job. There was an app I had put on my phone that I use in my job. And my phone will only hold
1:31
a charge for maybe half a day. So I absolutely needed a new phone for my job. So I live in
1:39
Tuscumbia, Alabama. It's across the river from Florence. And the Verizon store is in Florence
1:45
so we were in Florence I saw the Verizon store I went in to see about getting a new phone
1:52
they were so busy this was like a Wednesday they were so busy they said it would be a two to three
1:57
hour wait now that I guess there's not much they could do about that but it's still crazy on a
2:02
Wednesday so uh they said I could make an appointment so I did for the next day went
2:07
back into Florence my appointment was at noon I'm sitting there um kind of being ignored and then
2:14
And then I said, I'm here for my appointment. I said, okay. And then as I'm sitting there, somebody walks in, and they wave him in
2:21
and he sits down, and they start dealing with him when I was the one that had an appointment
2:25
and he just walked in. So that was mildly irritating. So I mentioned that, and the girl came around from the back and sat me down to take care of me
2:36
So I explained the situation. I needed a new phone, and I couldn't go in and order it on my Verizon app
2:42
Because for some reason, after using that app for at least 10 years, it suddenly locked me out
2:48
I couldn't log in. Anyway, so I picked out a phone. She looked it up
2:52
It was out of stock. She went to order it. It wasn't even in the warehouse
2:56
It was back ordered. I said, that's fine. Ordered it. Another phone
3:00
We went through this four times, four different phones. Every one of them was not only not in stock but back ordered I finally said okay forget it You obviously have no phone And as what I was doing was going up in price range each time right Because obviously you want the most reasonably priced phone for your needs
3:21
Okay, they didn't have that. I understood. Okay. And I kept raising my bar
3:25
I think I started at $14 a month. And I was frankly to $30 a month for a phone
3:31
And they still didn't have any. So I said, okay, that's fine
3:36
obviously there's some kind of supply chain problem. Get my Verizon account working
3:43
and I'll just monitor it from home and order me a phone when they become available
3:48
Well, of course, I get home. We worked and worked and worked to reset my account
3:52
all my information. I got home, couldn't log in again. My account was still broken
3:57
So I was so frustrated. I finally phoned Verizon. There's a concept, you phone somebody
4:04
And I did get a salesperson on the phone. and I explained the situation
4:08
I said, I would like to order a phone. This was maybe three weeks after I'd gone into the store
4:13
and I went through the same thing with the guy on the phone
4:18
He said, what phone do you want? I said, well, what do you have that's, I don't care about 5G
4:22
I just need a 132 meg, 128 meg phone, and again, we stepped up, and the same story
4:31
backorder, not in stock, and I finally, at this point, I kind of lost my patience
4:36
And I said, OK, you're a phone company. You don't have any phones. That's not a good situation
4:42
I'm very frustrated. I've been a customer for 15 years. I've been trying for almost a month to get a phone
4:47
And what really set me off to do this complaint was he couldn't have cared less
4:52
The attitude in his voice was tough, you know, and I would have thought, you know, they record
4:57
I would think they record service interactions, support interactions over the phone
5:03
my son does website support and they sure as heck report what he does
5:08
Nothing. And I just finally said, you know what? Forget it. He offered no explanation, no alternative, no apology, nothing
5:17
And I finally just got so frustrated. I said, forget it. And as it happens
5:22
I was moved to another position at my job and my phone isn't as critical
5:27
So I kind of let it die. But the more I thought about it
5:32
more and aggravated me and i found you guys and i said you know if there's a supply chain problem
5:40
because of covid fine do a blast to all your offices and say tell your customers there's a
5:45
supply chain problem there is no explanation i don't understand why they have no phones and at
5:52
this point i'm just letting my contract run out on my wife's phone my phone's paid for and i'll
5:58
switch to another provider because you know if that's the way you treat a customer after 15 years
6:03
you know and my phone bill because I I traveled extensively for work my phone bill's probably been
6:10
$200 a month for every one of those 15 years so there's $30,000 I've probably given to Verizon
6:16
and they could care less understood big corporations but I was in the corporate world too I did support in customer service too at a very high level And you owe it at least to your customer to explain why there a problem
6:34
And the nonchalance and the lack of concern and the lack of information they had about why these phones, you know, they'd said something like, hey, COVID, it's backed up
6:45
You're not going to get a phone for two months. Fine. I would have understood that. But that was never communicated
6:51
So in a nutshell, there it is. I gave up and I'm waiting for the contract to run out of my wife's phone and we'll just switch providers to something cheaper because now I don't need the phone for work
7:02
She's retired. I'm semi-retired. We had a deluxe plan because we were traveling a lot and needed it for our Wi-Fi and all that sort of thing
7:10
So we need it unlimited. But we're in our house now and the phones aren't as critical
7:16
So I'm just as happy to tell Verizon to stop it. Not that they'll care
7:21
and go to something like consumer cellular, a pay as you go phone or something like that
7:25
So that's it in a nutshell, because I'm sick of it. You know, I'm 63 years old
7:35
I understand companies trying to cut costs and what have you. But especially living in the United States, the confluence of corporate greed, cost cutting
7:45
paying people crappy wages, poor management and the consumer suffers. and it's just I keep running into it
7:53
again and again and again and this I don't care attitude or maybe I'm just a grumpy old man
8:01
you know but you know like I said I'm 63 I've been a customer for a long time
8:07
I'm reasonable you know I don't go in yelling at people it's just frustrating
8:15
you spend your money and you get nothing back. So just let people, and I'm sure, you know, I think I said in my review
8:28
I think we all recognize that all cell services or providers suck at service
8:33
Everybody complains about their provider, whether it be AT&T or Verizon or T-Mobile or whomever
8:39
So that's why I'm not going to switch to one of the other major carriers. I'll switch to consumer cellular, which is designed for old people like me anyway
8:46
So for people that don't use their phone all that much. And now with this kind of technology, you know, most of my family's in Canada
8:55
I'm from Canada originally. They haven't been able to travel, nor have I, because of COVID
9:01
And I just use a video on my tablet, you know, that does the trick
9:05
And I can see my grandkids and all that sort of thing. So, yeah, just to bring light to it, you know
9:11
um and uh you know if Verizon phoned me with some heartfelt apology to try to do something
9:18
to make it right okay I'll listen but um I'm not expecting it an apology and explanation would be
9:25
nice um you know I I don't want to pay $30 for a phone for 5g for something that I don't need
9:33
your which is I suspect you know the cheaper phones go first and they trying to push the latest and most expensive technology on you
9:45
Frankly, I've been in technology my whole career and I'm baffled why a phone that big costs more than a laptop computer
9:53
But I still try to get my head around that or cost more than a 65 inch television, you know
10:00
uh so uh it's the game's kind of rigged a little bit i think uh but uh there's corporate for you
10:07
especially corporate america uh you know providing no service and then squeezing every dollar a profit
10:13
they can out of the business um and i you know i worked in the corporate world and i saw how much
10:18
it changed in the 40 years i was in it you know from genuinely caring about people to just you
10:24
you know, machine to make profit. People be damned, customers or employees
10:30
I think proactive communication to their stores and to their customers. You know, if there are supply problems or if there's service problems or whatever
10:40
they should know that and they should blast that out, you know, be transparent. It's appalling to me that the manager of the store had no idea why
10:51
or was surprised that there weren't phones. okay, I'm not the first person that's walked in asking for a phone this week
11:01
They should have been aware, and if they weren't aware, then that's really poor internal corporate communication
11:08
I know having been on the front lines with customers, if my company hasn't told me something and I find it out from my customer
11:15
I'm pretty upset because I'm caught short without an explanation. uh secondly they have got to train their telephone support better to you know and i and
11:28
you know i've run support departments um to have a checklist where you know you you don't let the
11:34
customer off the phone unless they have an explanation or you know at least some kind
11:39
of alternative rather than just uh tough there it is um so their whole retail you know and i still
11:49
don't know i mean i've been buying cell phones since i had a car phone in 1987 so i've had mobile
11:55
technology my whole life and it still takes an hour to buy a phone i'm still trying to figure
12:02
out how that works um what what takes all the time so uh their systems processes i think need
12:11
some some overhauling because the stores are always busy it always takes forever you know
12:16
Frankly, I dread going into the Verizon store. Then I figured out I could order, you know, through my app
12:23
and then my app stopped working, so that's kind of frustrating. And then when I do phone somebody, they can't help you
12:32
So, yeah, they just need to overhaul their whole philosophy, approach, and processes as it relates to retail and customer service
12:39
I know that's a big order, but they've been in the business a long time
12:44
You'd think they get a little better at it, And it really hasn't changed in 20 years
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