Complaint / review text:
On February 2,2012 I started to do business with Verizon. The initial sales process and set up was awesome (see compliment letter)! When I begin to use the Verizon website and phone to manage my phones on February 4th, the experience rapidly deteriorated and has left me wondering whether I made a good decision at all.
Upon setting up the "MyVerizon" interface (and subsequently the "billing password", I entered all my information correctly (made a note of user ID's and passwords and then could NOT log in!
I was furious! I contacted your customer service department via phone and they immediately told me that "they would help me fixing MY PROBLEM". I explained that I did not have a problem - Verizon has a problem. I was asked for my "account password". I told her that upon signing up I had NOT SEEN ANY REFERENCE TO AN "ACCOUNT PASSWORD". I asked if this would possibly be the "MyVerizon password" or the "billing password". She said it was the "billing password". I suggest ed that she use the correct terminology when talking to a customer. I gave the "billing password" (AKA "account password") to the CSR. She said it was incorrect. It was not! She informed me that the "billing password" (AKA account password") only has a maximum of five characters. I asked why it was that if only 5 characters are allowed (required), WHY DID YOUR SOFTWARE ACCEPT MORE THAN THAT? No intelligible response noted. I gave her the first 5 digits of the password I entered correctly. She said that too was incorrect. I was absolutely livid! I ended up having her reset everything and I entered it all again.
After wasting my valuable time on this nonsense, I was then able to work with her to make changes to my phone (s) and services[ CHANGES THAT I SHOULD HAVE BEEN ABLE TO MAKE VIA YOUR WEBSITE, BUT WAS NOT ].
A few moments later as I was setting up my phone with my preferences, contacts, etc., I came across an annoying feature that I wanted to avoid. I DO NOT (LIKE MOST OF YOUR CUSTOMERS) WISH TO ENTER A PASSWORD EVERY TIME I CHECK MY VOICEMAIL! I checked your website for help and discovered in the FAQ section that there was a way;
[ http://support. Verizonwireless.com/clc/faqs/Features and Optional Services/faq_voice_mail.html? Grp=1&faq=2 ].
I clicked on "device-specific steps" and it took me to this USELESS PAGE
[ http://search. Vzw.com/? P=null&q=voicemail pause&ss=null&t3=How Tos ].
I messed with your website for quite a while trying to find the answer to my query. Ultimately, I was unsuccessful.
I called Verizon again. The CSR that answered the call, told me that "there was no way to modify my device to avoid manually entering my password each time I checked voicemail". I told her that she was incorrect; in fact the Verizon website had a link in the FAQ section for this purpose, but it was not directed properly. I asked that she please get someone on the phone who could assist me and not waste any more of my time. A supervisor came on the line a few moments later. He also said that there was no way to avoid this. I asked why the website was not correct. No intelligible response noted.
After this exhausting interchange, I began searching the web AND THE VERIZON FORUMS ON YOUR SITE. I found the correct answer with NO HELP FROM VERIZON in less than ten (10) minutes. [ From my research it appears that my complaint is one of THE MOST POPULAR COMPLAINTS ABOUT VERIZON. ] I set up my phone and it works perfectly.
I am still furious about being lied to by a Verizon CSR AND A VERIZON SUPERVISOR. This behavior is unacceptable in a company I do business with. Your website states that you deliver "World-class service and support." This has NOT been my experience thus far-NOT EVEN CLOSE!
Our socialist government and indolent leadership in this country is constantly dumbing down the language, promises and commitments we all rely on. Businesses cower behind "policies" and platitudes. Words are free - it costs Verizon nothing to put any commitments or promises on their website or advertising, until the customer calls them on it.
Thus far Verizon has simply failed in delivering "World-class service and support." What will you do to rectify that? Will you simply spout forth a mindless "I'm (We're) sorry for, blah, blah, blah, blah, blah, blah." This mindless apology costs you nothing and means nothing to anyone. When my business fails to deliver good customer service - it costs me money! I make the investment to make my clients satisfied. Will you (Verizon)???