Time and again, and Again and AGAIN
Written: Jun 28 '02 (Updated Jul 01 '02)
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Pros: Still picking up calls fine, still an affordable price for service...
Cons: Be wary of making changes and having to jump through hoops to correct problems.
The Bottom Line: Just beware - they make it hard to change contracts. Watch your billing statements for errors and pray you don't have to move.
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| kyhiera's Full Review: Verizon Mobile Phone Service in Los Angeles |
Preface
This review isn’t really about the cellular SERVICE in the area per se, that is, the ability to pick up calls or whether the call quality is clear, etc. Instead, it’s about the crappy servicING I’ve had from Verizon in making changes to my existing account.
The Move
Almost two months ago I moved back to California from Hawaii. BEFORE moving, I called the Verizon customer service line to see if I needed to CHANGE anything with them (other than my address on file) to make the change of service to a different locale easier. At that time I was told that I should call another 1-800 number upon arrival at my new address and that their ‘E Z Move’ department would immediately set me up with a new number, etc. I was assured that my current contractual obligations would be upheld and that this change was simple. I was told, however, to call from a land line in case I needed to be prompted to key in codes on my cell to implement the changes.
The Problems Begin
In May, the day I arrived in California and from my girlfriend’s house in San Mateo, I called Verizon E Z Move Dept. to initiate the changes as instructed. At that time, after holding for quite some time, I was requested to give a callback number and told I would be contacted within 72 hours. And here I thought this would be ‘simple’!
I explained that I wouldn’t be at the same local number for long and asked if there were another way to make the changes. The Customer Service Representative suggested that I call back when I got to my ‘permanent’ address. I asked if I would perhaps be able to make changes from a Verizon store and the Representative agreed that this was possible.
And So On…
When I walked into the Verizon store some two weeks later and finally got the attention of an agent on duty, the agent told me I could call a 1-800 number from my cell phone to make the changes I needed. Patiently I explained that I had already done this, and that a Representative on the phone had suggested that I could indeed change my service at a Verizon store. I was then lead to a phone and given the 1-800 number again. Again, I waited for some twenty minutes until a Customer Service Representative was available. Again, I told them I was supposed to request the E Z Move Department to have a new cell number/account issued. AND, ONCE AGAIN, I was requested to give my contact phone number so a representative could call me back within 72 hours.
More Waiting
So… some 72 hours later – okay, okay, it was more like 48 (is that GOOD?), a representative called my cell phone. I don’t know where I was, but apparently I didn’t make it to the phone on time and they left a message requesting a callback. An extension was given, but when I called, again and again I was dropped straight into voicemail. I left MY message and WAITED…
This time, my wait was under 24 hours. The call came on my cell and I explained the problem. The woman representative called me back on my land line and walked me through a ten-second procedure to reprogram my telephone with a new number. FINALLY… I had service!
And the Problems Continue…VOICEMAIL
Not too many people have this number, but I did make a few calls to my girlfriends back in Hawaii. Having left me number on voicemail, my cell phone showed the little flashing envelope which signals that I’ve got a message waiting. When I tried to pick up my voicemail however, a recording told me that I had an incorrect passcode and I was immediately cut off.
I tried again and again (did I key the numbers in wrong?) but had the same result. Frustrated, I again called customer service and WAITED. When I got a representative, I explained the situation. Apparently I was to have gotten a ‘welcome call’ when my new service was implemented…and this welcoming person was to have assisted me in setting up my voicemail anew. BUT IT NEVER HAPPENED. Thankfully, this representative WAS able to help me assign a new passcode so that I could hear my waiting messages.
Old Accounts – Double Billing
Needless to say, there was more to come. Within another week I got a bill for my service. As always, I went online to pay it and realized that only my old account information was available AND there was a balance due on a time period after my number changed.
I called Verizon.
I WAITED.
This time the representative told me that my old account had never been closed. She suggested that after a certain date when she told me they could then credit my account and close it. So guess what? I had to call BACK…and WAIT…and finally, get the representative to CREDIT and then CLOSE the account that was supposed to have been closed six weeks ago.
Contractual Term
So I thought it was over…but then guess what? I got my NEW bill, the one from my NEW account and now my October 2002 end of term for my original contract has been changed to MAY 2003!!! What the bloody heck has happened?
So I call Verizon. And I wait. And finally discover that indeed, someone has neglected to transfer the terms of my OLD agreement to THIS account, since it is, in effect, only a MOVE and NOT a ‘new’ account (hence the E Z Move service, which isn’t at all ‘easy’). So now I’ve got the word of one helpful Representative named Christopher that he will indeed change my terms of the new account so that my contract will be up in October of this year. Hallelujah.
Don’t Forget the ONLINE Services
And now I jump back online to pay set up my new account information so that I can pay my new bills via credit card/online and find that, surprise, I cannot set up a new account online because my old account information is still up and in use.
So I call… (are you sick of this yet because I sure am) and wait…
But now everything should be done. I’m good to go…and it’s only been what? Two months? So these ‘simple changes’ can take place in a brief TWO MONTHS!!!
Oh wait! I’ve just got my PAPER bill for the new account.
Am I supposed to be charged an ACTIVATION FEE for transferred service?
But I’m tired. I’ll call back tomorrow. Again.
UPDATE - 7/1/02
Just so you know...I called back today to find if the $35 'Activation' charge was standard, even on a MOVE. It is NOT. The charge has now been credited. So... don't let your incorrect billing fool you. Unless you feel like paying the extra cash, it's definitely worth it to follow up on the errors!
Recommended:
No
Amount Paid (US$): 45
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Epinions.com ID:
kyhiera
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Location: CA
Reviews written: 73
Trusted by: 46 members
About Me:
You'll find enough about me in reading the old reviews... ;).
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