Terrible service on getting a phone exchanged an still not getting it resolved....!!!!
I have the wireless unlimited plan .. after having verizon for 25+ years .. I made a tough decision to switch carries do to the money I would save.. If I knew all the trouble I would have an all the wasted time and miles put on my car by visit stores or holding online or the phone..I never would have switched.. I ordered service an 3 i phones over the customer service line.. on Aug 10th but never got a email with the tracking number so I called back the next day an apparently I was to accept the terms an conditions before it could be shipped after that issue was resolved .an I got my order an order number I saw they had put the wrong phone number on the wrong phone.. So I than called back there reply was to switch the sim cards..this was before they was shipped.. My order was shipped on Aug 14th but I did not receive them until Aug 24th I got 2 an the other came Aug 25th.. These was to be priority shipped an was to receive them in 3 days that did not happen... In the mean time my daughter told me she wanted the iPhone 7 plus so I called back the very next day to see how to do an exchange they stated to go to the store... I went to my local att but since they was just retail they could not do it.. than the next day I drove 45miles to a cooperate store with the unactive iphone7 to exchange .. The store told me they could not do it that I had to call an have them get the IM number on the phone to match the ones on the sim card since they got switched .. so I made a phone call they told me that they could walk the sales person through it that we needed to go back to the store... so we made another trip in again they stated my account had no notes to do that an I needed to do it over the phone.. I made several more calls to customer service an the loyalty department they was unsure why they keep telling us this.. I was told they extend the time to get the phone activate do to my child being away at college ... I told them she would be home on September 15th so she made her a aurthortize user so she could get the phone exchanged an she could go to the att store so again on the 15th I sent her .. they said they couldn't do it an we had to call customer service.. while she was there they activated that iPhone 7.. I immediately called the loyalty dept again... so the rep name selina started my order on exchanging the iPhone 7 for a plus an it would be shipped to me.. When she got to the point of needing my debt card info I had realized it was with my daughter 45 miles away trying to get the phone exchanged... So selina stated she would call me back the next morning at 10:00 a.m saturday September 16th. She did not call till 12;30 in which I was away from my phone .. she left me a voicemail an I screen shoot it stating she had got busy to return my call.. an to call an complete my order.. So again I made numerous calls the call was dropped several times an I even asked for a call back an never got one .. I have record of all phone calls. I called again tuesday,wensday an got transferred to like a activation recording yesterday I tried to get the issue resolved through chat to no luck ... I was informed yesterday that I waited to long to do a exchange ..!!!! like really I have been trying to get this done...!!!! I wish I would have never switched ...!!! now I have to call again to figure out how to get the credit on my old iPhones..!!!!! I feel this problem needs resolution..!!! My account even shows I am eligible for a upgrade but customer service says no....!!!