VZW Customer Service

Okay, I don't want this to turn into a flaming thread, but here goes:
I am seriously questioning my decision to switch to Verizin.  I have been a Tmobile customer for years, and I am perfectly happy with the service where I live (south Florida).  A couple weeks ago I ordered the Incredible and have not yet received my phones.  So here's the rub - I originally ordered online on a Saturday, and immediately received an email that my order didn't go through and that I need to contact credit on Monday (I have stellar credit, so that was a little odd).   Well the next day, Sunday, I happened to run into a Verizon rep at a kiosk in a local warehouse club.  I wanted to play with the DInc a little and got to talking with him and he told me he could fix my problems AND save me money.  So he placed a call, supposedly canceled my online order and placed a new order for the phones.  Well, you guessed it, on Monday I checked my bank statement and I got charged for BOTH sets of phones.  So began the numerous calls to VZW CS to try to straighten things out.  Long story short, I still can't get a straight answer about when my phones will ship, how many phones will be shipped, or which phone order I am supposed to refuse delivery on in case they send two sets...

I guess where I'm going with all this is - does Verizon have a history of doing the right thing with their customers, or are they so bloated that we have become nothing but numbers to them?  I'll say that in the numerous agents I've spoken with so far, it has been a mixed bag, some try to be helpful while some do not.  And none of them can ever give me the same answer twice to the same question.

Phew, sorry for the huge post, just trying to decide now whether to refuse all deliveries and upgrade my junk phones with Tmobile...

Sorry to hear about your ordeal, but whenever I've contacted VZW CS either online or via *611 on your Verizon cellphone (shameless plug ), I've received nothing but stellar service & assistance.
**On the other hand, when you go into a VZW Corporate store, do not be surprised to find out that many times you know more about the phone than some of the store reps.  It just happens that way (turnover).

I have had Verizon for over five years. I have had problems a few times but every time I have called they have been very helpful and resolved my problem. Occasionally, an agent will give you wrong information but usually they do whatever they can.

I had US Cellular before Verizon and it was awful, decent coverage but the bills fluctuated terribly. Some of my friends have either AT&T or Metro PCS and that is some of the worst coverage I have ever seen.

I think this is by far the best cell service out there and you're getting this the day after I spent well over an hour on the phone with customer service. I may have had to talk to three different people, including a supervisor, but in the end, everything was worked out and I am completely satisfied with the result. My advice is to keep at it. Don't let them get away with giving you quick answers that contain no information. Make them figure out exactly what is going on and give you that information.

Are you in CS or in sales?  Your insights could be well appreciated here on this forum...

I have been with Verizon Wireless for about 10 years and have only had two problems where I had to contact customer service.  The first time was about a year ago.  I had a problem that ticked me off.  I wrote a letter to customer service and was ready to switch to get an IPhone.  The next day they called me and were very nice.  They went above and beyond what they had to do to solve the problem.  The way they handled the problem kept me with the company.

The second time I had a problem was about 33 days after I got my Incredible.  For some reason  touch screen would not work when it was in a docking station in my car.  I called up Verizon and after a couple of minutes got a tech who said he never heard of that before and something was obviously wrong with the unit.  He said he would send me out a new unit (Just the incredible, no battery or anything else that comes in the package).  I got the new phone two days later and it worked in the docking station.  I sent the old one back.  No problems, no hassles, just good service.   

As long as they keep up the good service I will stay with them.  Good customer service is incredibly important to me and I actually have a list of companies and stores I will never deal with again because of bad service.  If I ever have a bad experience I will have no problem paying to get out of my contract and going with another company out of spite.  Hopefully that will never happen though.   

Agreed, choice is a great thing.  For a company like Verizon or any phone company to lose customers over bad service is just bad business.  My wife and I pay about $130 a month which does not sound like a lot until you think about it long term.  that's over $1500 a year, $15,000 over 10 years and $30,000 lost over 20 years all because of bad customer service.  Not to mention the negative repercussions from bad word of mouth.   I have no problem letting others know when a company does right by me or does not do right by me.  Just a drop in the bucket for them, but it adds up if enough people choose not to stand for bad service and are willing to take their money elsewhere.  Conversely good customer service means I will stay with a company for a very long time and they make a lot of money off of me.