June 22,2001

I must say that since we first started our service with Verizon wireless, and now, there has been a 100% improvement. They not only know the answers, but are most helpful. Hope you enjoy reading about a company that really "got their customer service act together"


Original Review
Cellular service can be a real frustrating thing, especially when you have questions or need some type of assistance. Verizon Wireless is the result of several companies such as AirTouch Cellular just to name one, but they really were not ready to turn on the "service" button as early as they did. Their customer service just was not up to par!

My first experience with Verizon was when I set up our service. The salesperson took the appropriate information, and seemed to do a decent job. Of course, please remember she was selling something. I called back within an hour to ask a question, got someone else that told me about a great plan where if you have two phones, the second one is free. Since they were offering a nice Nokia, I decided to go for this offer. Then she wanted to know who my sales person was, I told her the name, and then I was back to the original person. I explained that I wanted the plan where you have two lines and the second phone is free.(she never bothered to mention it the first time) She said it was too late, and I would have to put in another order. HOWEVER there would be no extra charge and the shipping would be free. I also reminded her about the car charger that I wanted added to my order(I told her this the first time)and she assured me that it would be in the box.

Well, the first phone came promptly but no charger. I called customer service and they told me it was in the box with the second phone. That sounded reasonable, so I waited. The second phone didn't arrive, and I called back and was told there was a "big mix-up" and they would send it Fed-Ex overnight! Yes, you are right! They sent it second day, and of course the charger was not with the phone. I gave up with Verizon, and placed an overnight order with Nokia direct to get my charger.

Much to my surprise, I couldn't believe that I wasn't given ANY information as to my billing date and other important questions. There was no "welcome packet". I finally found out that my number of minutes started on the day that service was ordered, not when it was activated. That really stinks.

Then the fun began! The first bill arrived. There was a $25 activation fee for each phone which of course no one had bothered to mention. It wasn't on their website either. After several phone calls to customer service, and I was getting no where, I decided to call on a weekend, and just happened to get a really sharp guy that credited me back the $50 for two phone activations, and the overnight shipping charge for my charger.

Since then I have left them alone. However, I called again last night with a really simple question. I wanted to reset my call timer for the month and couldn't remember the access code and had misplaced my Nokia book. I got a resounding DUH on the end of the phone, and finally he asked someone what the generic code was...1-2-3-4-5-----
and so it goes with Verizon and their "customer service"!


June 22,2001

It is nice to say that this company has done a 180 degree turn around. It is also a rare thing in today's business environment. I highly recommend Verizon are your wireless provider.

Recommended: Yes

Amount Paid (US$): 35