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Message
Verizon customer service question / issue (re: Samsung S5 issues)
Posted on 3/28/15 at 9:13 pm
Posted on 3/28/15 at 9:13 pm
I have been a NEW Verizon customer for 5 total weeks. When I signed up I acquired a Samsung Galaxy S5. Everything has been fine until Thursday (2 days ago)....Thursday afternoon the screen on my phone went totally black. Could not get it to work....went to the Verizon store and they arranged to have a replacement phone sent to me ( although I had to pay for overnight delivery)
Received it last night.....I got everything working fine on the replacement phone....then today at 3:00 my screen went black on my replacement phone! I have not even had it 24 hours...
I went to the Verizon store...and AGAIN they will have a replacement phone sent to me, but I wont have it until Tuesday at the earliest.
Needless to say I am less than pleased with their customer service at this point....I really thought that they would try to help me in the store in which I bought the phone...maybe provide me a replacement phone right then??? Not have to wait until one is shipped from out of state to me...
I plan to call Verizon customer service to voice my frustration and request some sort of compensation. Does anyone on here have any advice or positive experience in dealing with Verizon customer service on issues similar to this? TIA
Received it last night.....I got everything working fine on the replacement phone....then today at 3:00 my screen went black on my replacement phone! I have not even had it 24 hours...
I went to the Verizon store...and AGAIN they will have a replacement phone sent to me, but I wont have it until Tuesday at the earliest.
Needless to say I am less than pleased with their customer service at this point....I really thought that they would try to help me in the store in which I bought the phone...maybe provide me a replacement phone right then??? Not have to wait until one is shipped from out of state to me...
I plan to call Verizon customer service to voice my frustration and request some sort of compensation. Does anyone on here have any advice or positive experience in dealing with Verizon customer service on issues similar to this? TIA
7
Posted on 3/28/15 at 9:33 pm to Auburntiger
quote:
Samsung S5 issues
Shocking
Posted on 3/28/15 at 9:34 pm to Auburntiger
Take the phone back. It's a piece of shite.
Posted on 3/28/15 at 10:18 pm to Auburntiger
Screwed up they won't replace it in the store.
Only advice I have for you is to tell them you don't want the S5 anymore. The S6 comes out around April 10 I believe. Use some cheap crappy flip phone for a few weeks until the S6 comes out.
Only advice I have for you is to tell them you don't want the S5 anymore. The S6 comes out around April 10 I believe. Use some cheap crappy flip phone for a few weeks until the S6 comes out.
Posted on 3/28/15 at 11:21 pm to Auburntiger
More of a Samsung problem than a Verizon problem IMO
Posted on 3/29/15 at 8:04 am to BACONisMEATcandy
quote:
More of a Samsung problem than a Verizon problem IMO
I somewhat agree with you....and if I had the phine for an extended period of time I would totally agree....but since I have only had the phone for about a month, I would expect Verizon to provide a little better customer service than they have so far in this situation....
Posted on 3/29/15 at 12:40 pm to Auburntiger
I've always gotten better service calling Verizon.
This post was edited on 3/29/15 at 3:17 pm
Posted on 3/29/15 at 3:14 pm to Auburntiger
The screen on my Moto X shattered last week. Fell about 2' from my lap onto concrete at a baseball game. It was in the case that the verizon employees recommended.
I've had the phone since December. Insurance claim would be $149. Called customer support, told them the story on what happened, told them that I didn't want to pay the insurance deductible, that we have 5 lines with them, been a customer for almost 10 years and I didn't want to switch carriers but with Sprints current promo that I would because sprint will pay the early termination fee, cut my bill in half and I can get new moto x for $49..
They shipped me a replacement phone out Friday, will have tomorrow and will credit me the replacement cost. Basically gave me a free replacement phone.
I would certainly tell them that you will switch to a competitor if they don't make--you whole.
I've had the phone since December. Insurance claim would be $149. Called customer support, told them the story on what happened, told them that I didn't want to pay the insurance deductible, that we have 5 lines with them, been a customer for almost 10 years and I didn't want to switch carriers but with Sprints current promo that I would because sprint will pay the early termination fee, cut my bill in half and I can get new moto x for $49..
They shipped me a replacement phone out Friday, will have tomorrow and will credit me the replacement cost. Basically gave me a free replacement phone.
I would certainly tell them that you will switch to a competitor if they don't make--you whole.
Posted on 3/29/15 at 5:28 pm to SabiDojo
quote:
Take the phone back. It's a piece of shite.
As a S5 owner, I can say this statement is 100% accurate.
Posted on 3/29/15 at 7:43 pm to spacewrangler
quote:
spacewrangler
Thx for your story......I do plan to call customer support tomorrow and see where I can get with them.....I plan and expect to recieve some financial compensation, at a minimum.
Posted on 3/29/15 at 10:05 pm to aVatiger
quote:
As a S5 owner, I can say this statement is 100% accurate
Unfortunately, I'm an S5 owner as well.
Posted on 3/29/15 at 10:26 pm to Auburntiger
quote:
I went to the Verizon store...and AGAIN they will have a replacement phone sent to me, but I wont have it until Tuesday at the earliest.
I really thought that they would try to help me in the store in which I bought the phone...maybe provide me a replacement phone right then??? Not have to wait until one is shipped from out of state to me..
The problem with this thought process is the retail stores are just that retail stores. Meaning the inventory they carry is for sales transactions. You cant just walk up and get a replacement in store for technical issues. Never could, never will (only under really extreme circumstances can this be done). That is solely what the technical support / warranty dept. is for. Not a hard concept / policy to follow.
quote:
I plan to call Verizon customer service to voice my frustration and request some sort of compensation
Good luck. Verizon normally doesn't credit accounts for device defects. But to each his own I guess.
Posted on 3/30/15 at 5:47 am to Ghmmr91
quote:
quote:
I plan to call Verizon customer service to voice my frustration and request some sort of compensation
Good luck. Verizon normally doesn't credit accounts for device defects. But to each his own I guess.
At this point, it will be a total,of 6 days where I am paying for a Service that I am not receiving, due to a faulty product that I have been provided . I expect to recieve a 6 day credit in my monthly Bill....at least.....
I have been in the " customer service" industry for 20 years......we have always done whatever we can do ensure customer satisfaction......apparently Verizon doesn't share that same philosophy.
This post was edited on 3/30/15 at 5:48 am
Posted on 3/30/15 at 6:22 am to Auburntiger
quote:
At this point, it will be a total,of 6 days where I am paying for a Service that I am not receiving, due to a faulty product that I have been provided . I expect to recieve a 6 day credit in my monthly Bill....at least.....
I have been in the " customer service" industry for 20 years......we have always done whatever we can do ensure customer satisfaction......apparently Verizon doesn't share that same philosophy.
Ask for a different phone if that one is a piece of shite. Verizon can't help you when it is a manufacturer problem... Since you have been in the customer service industry, you would think you would know to blame the product instead of the service...
This post was edited on 3/30/15 at 6:23 am
Posted on 3/30/15 at 8:18 am to Dam Guide
quote:
Ask for a different phone if that one is a piece of shite
if the 3rd phone they give me does the same thing, that is what I plan to do
quote:
Since you have been in the customer service industry, you would think you would know to blame the product instead of the service...
I know it is a product issue......my issues with Verizon is the way that they have handled this situation....
quote:
Dam Guide
BTW, great username
This post was edited on 3/30/15 at 8:24 am
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