Watch what you buy.
Written: Feb 27 '03 (Updated Apr 25 '03)
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Pros: Good coverage.
Cons: Horrible customer service, deceptive sales practices.
The Bottom Line: Be very, very careful with the initial sign on and ask the sales person to verify exactly what they've entered into the computer system.
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| 5p1d3r's Full Review: Verizon Mobile Phone Service in New York |
My wife and I decided to consolidate our wireless service and sign up for a family plan in Jan 2003. The coverage with my current provider was poor and she suffered frequent dropped calls with hers. We'd heard good things about Verizon so we decided to go that way.
One quick trip to the Willowbrook Mall in Wayne NJ and we were signed up to the 300 minute plan (the cheapest but more than adequate for our needs). Between then and the arrival of the first statement we were more than happy with the service. Excellent coverage in all of the main areas we travel with only a few drop outs in some of the more low lying areas and near perfect coverage in our home.
The problems started with our first statement. Upon reading it I was somewhat shocked that the amount was higher than expected. Reading it through I found the problem, we had been signed up for a more expensive plan than the one we asked for. The sign up procedure is as follows:
1) tell sales person what we want
2) they write it down on a piece of paper
3) they read it back to verify it (all good to this point)
4) they enter it into a computer system
5) you sign a small touch screen.
From step 4 onwards there is no way to verify the accuracy of what you're signing on for.
On discovering the error I contacted customer service who gave me the options of:
1) sticking with the more expensive plan
2) paying to switch to the plan I was supposed to have
3) faxing in my contract and a letter to have a change made.
The first two options were unacceptable so I faxed the number provided the next day. No reply, no action taken. Several days later I used their online customer support forum to send a similar request to their "president". Again: no reply, no action taken.
On top of all this, my second statement shows I've been mysteriously signed onto text messaging at $2.99 a month. I know I wasn't signed on in my first statement and I know I didn't sign on myself. This is as good as slamming. Hopefully their customer service will credit me for the first $2.99 charge.
[UPDATE] I removed text messaging online and received an email back stating I didn't have that service. A customer service representative had to remove it for me and credit me for the charge.
[2nd UPDATE] This is the 3rd month in a row they've sneaked text messaging onto my statement. I call them up each time and get them to remove the service and issue a credit for the charge but them really seem to want the extra $2.99. They've supposedly put a block on my account now to prevent any more feature changes. Time will tell I guess.
As far as Verizon is concerned I'm contracted for the more expensive plan. I doubt their version of the contract would stand up in court but for the amounts involved that isn't worth my time. So the future holds arbitration to sort this out. In the meantime I'll be switching my local phone service from Verizon (or threatening to).
Recommended:
No
Amount Paid (US$): 39.99 per mo
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Epinions.com ID:
5p1d3r
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Member: William Wallace
Location: New Jersey
Reviews written: 2
Trusted by: 0 members
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