Complaint Review: Verizon Wireless

Verizon Wireless seems to be employed by a growing number of representatives who are trained to be nasty, antagonistic and lacking empathy towards customers.

This would be understanable at the lowest level of customer service, given the high turn-around rate and lack of benefits. But when this type of behavior exists at the "Executive Relations" level - there is a clear need for investigative measures placed into this business. I contacted the Executive Relations Team about the rude and inconsiderate treatment i'd been given in trying to resolve the malfunctioning device I was sent by the company for over 3 weeks now. After I was again treated rudely by a Quinton R., from the Exec. relations team, and shipped an old phone that would not turn on after I charged it fully, I spoke to Greg of the Leadership team in the Executive Relations department who was short, unconcerned and antagonistic with me. His resolution was to have me send the phone that I was sent that did not work back in, and once they received it, I would get $75 in credit added to my account and I would have a new phone shipped out immediately.  I even gave him my work mailing address. Because the phone would not be shipped unless there was no balance on the account (which I was withholding until resolution was reached), I had to make a credit card payment a couple days after the resolution was promised (days after the device was shipped back to them) to ensure I would be able to get another device sent. Come 8/18, no credit, no phone. I speak to James, and found out the returned device was received on 8/9, yet no one took it upon themselves to honor what Greg said what happened. I needed to call and ask what's going on. James assured me that I would be contacted back the next day by either himself or Greg and that I would have a phone by 8/20 at the latest. On 8/23...no phone call, no phone. This absurdly bad customer service, reception and device quality is just laughable at this point. On 8/24 (after filing a complaint with BBB), I get a phone from Quenton R. again, who says I won't be getting anything from them and that the "Better Business Bureau doesn't control what they do."

It's very clear Verizon Wireless, even at it's highest level, has no concern for fairness, integrity or basic customer service. If reading reviews to me an informed decision of what wireless company to invest 2 or more years with - choose wisely and know what you are getting into. I was amazed to read the reviews of those who shared in my experience of consistently awful service.