Verizon Wireless User Reviews

Cons: Talked with five different reps on one issue and none of them seemed to know what others had told me

Summary: I had verizon and loved their service but I lost my phone and in order to get a new one without extending my contract, I would have had to pay an arm and a leg. My husband and I decided it was cheaper to cancel. When I called to cancel my service they said that they would get me a phone for the 2 year contract price if I would keep their service. Never once did they say that I would have to actually extend my contract to get that price. I opted to cancel anyway at that point but service wouldn't terminate for approximately 8 more days and I'd still have to pay for those days. My husband and I looked at some other phones and actually got another service but experienced numerous dropped calls in a matter of days. I called Verizon back and asked if I could still reactivate my service and get the phone as previously offered, whereas it was still before the date they said it would terminate. The representative read notes and said that would be fine and asked what phone I wanted. I told him I didn't know and asked if I could go look at phones and just call and let them know what I wanted. He said that was fine and he would just put it in the notes. I called back to order the phone and the girl I talked to this time had no idea about getting the phone at the 2 year contract price. She read notes and had to get a manager approval, all while I held for approximately 20 minutes. I ordered a nice phone and when it arrived I attempted to activate it. Because I'd lost my phone I had to call in. First of all, I hate the menus you have to go through in order to get to a person. When I finally got a person on the phone, the guy didn't seem to know what was going on. He read my customer notes and tripped over his explanation of what he'd have to do to activate my phone. When I finally was able to understand that he was saying I had to agree to go two years from the date I received my phone. I asked why the extension had never been mentioned before. He said he didn't know. You would think that since they made the error in excluding that little detail they would find some way to honor it. After 2 more calls I talked to a floor supervisor who simply said there was nothing they could do unless I wanted to extend the contract or pay full price for the phone. As my husband and I may be moving before that two years would be up and I don't want to be under contract with service that doesn't actually work where we're hoping to move to, I decided to pass on the contract extension. I was dissatisfied with the fact that they made no attempt to make it right.