Verizon Wireless
Complaint 231551 Details

On Sunday, January 13, I purchased Verizon's Premium Technical Support Plan for $14.95 per month for 10 months, with a cancellation fee of $59.99. I made 6 calls to Tech Support at (877) 718-6716 with 6 different case numbers, ending most of the time with more problems than what I started out with. Some calls lasting as long as 7 hours. One of the technicians actually said "this is our best effort service", which is not good enough for Premium Support. I was trying to call Billing about my problems and to possibly cancel or at least let them know of my dissatisfaction and I got Mr. Kessler in Syracuse at (800)837-4966, who not only did not honor my request to have a supervisor of Billing and also Technical Support call me back, but I ended up getting a differ-ent "bundle" which I never asked or signed on for. On Friday, February 1 I got Ms. Jacqueline Puckhaber at (914)741-2490, who for two weeks did nothing, but make excuses about her schedule and her ability to get in touch with Mr. Kessler's supervisor. Many emails were sent from me and I never got a response, but on Wednesday, April 3, but almost two months later in my in box appeared an email from Ms. Puckhaber's stating "Your message was deleted WITHOUT BEING READ on Wednesday, April 03, 2013 8:55:49 PM UTC", which speaks wonders for what she did or say "didn't" do.

After numerous calls in between finally on Thursday, February 14 I got Ms. Tracy Otto at (716) 840-5500, who said the way I was treated was unacceptable. She managed to get a particular technician on Monday, February 18, who helped me tremendously and was the exception. It was as if this was a "favor" to me. Ms. Otto was out of town, so she put me in touch with Dawn Mcgahey at (716) 840-4199, who spent much time helping me work through the credits I was given. It took many calls/emails for three of us to finally understand what was done. I was given a choice, but I asked for a check to be sent, but they did just the opposite and credited my bill. Ms. Mcgahey was very relentless in getting things sorted out.

I did write a letter to the CEO Ivan G. Seidenberg on Wednesday, March 27 to let him know how they treat their longstanding, loyal customers. On Thursday, April 11 I got a call from Monica Marcel at (855) 378-9449 in the Executive Offices and when we finally spoke the next day she told me that I should get in touch with the Tech Support Team. I said that obviously you were never made aware of my original request of almost three months ago, because that is exactly what I have been trying to do. She could not give me the number nor a person in charge. Originally I was told by Mr. Kessler that the Tech Support was an outside company located in the states and then one of the technicians said they were actually Verizon employees. In any case, I don't care, who they are because as I said to Ms. Marcel I pay my monthly fee to Verizon, which is added to my bill and that Verizon hired them, so they are Verizon's responsibility. I told her that I may cancel and she said "that is your choice". She was very indifferent and quite frankly very rude. I got the distinct impression that she could care less. She also said that I would be hearing from someone in Billing, which I believe she said this and there was no basis for it because to date I have not heard from anyone.

MAKE NO MISTAKE I WANT/NEED THIS PREMIUM TECH SERVICE, BUT I WANT TO SPEAK TO SOMEONE IN CHARGE BECAUSE THEY HAVE MANY ISSUES, WHICH HAVE TO BE ADDRESSED BEFORE I CANCEL AND WITHOUT INCURRING A CANCELLATION FEE. I NEVER WANTED CREDITS; I JUST WANTED THE PLAN TO WORK THE WAY THEY PROMISED.