@Motorola @Verizon & @BestBuy, the suck super group.
@Verizon @Motorola @BestBuy Here is an email that I just sent to consumerist:
Inspired by the sounds of Kanye’s “Black Shinhead” and images of French Bulldogs, I decided that I would end my Skype only, no phone policy and order a custom MotoX.
My wife has a contract with Verizon, so we decided to go to Verizon Wireless.com, add a line to her account and order this cool new phone. We went to Verizon’s sales site and clicked a link that said “customize your MotoX”. This took us off Verizon’s site, over to a site branded by Motorola, powered by Best Buy where I was able to customize the phone that I wanted to order.
During the ordering process, the site said that there was a problem, leave the page open, that we needed to call them to complete the order. We called them. They were closed. I left the page up overnight and called them during normal hours.
We worked through the verification, got a code, put it into the site, and the site failed, timeout. Boo. I customized my phone again, ordered it again, got the same error again and called in again. This time the representative would not add a line to my wife’s account without her being on the line, and she had gone to work by this point.
We called again, with her on the line and were finally able to add the line and order the phone. I was excited to have set up my GMAIL, and other apps in advance, importing contacts from my iCloud, I was looking forward to getting a phone that was just for me. I was patient while the phone was custom assembled in America for the next 10 days.
Finally today I got my phone here at work, and I was gleefully unboxing it. When I get it out of the box, far from already customized to my settings, the phone has a note that says to call a number before even turning the phone on.
I call, follow the instructions, and get routed to customer service. When asked for my phone number I provide it and the person has no record of it at all. I give my wife’s number, they have record of it, but no new line on the account. They say that they will need her on the line in order to add the line (again).
Although it is inconvenient, I get her permission to be called at work, and they call her. When attempting to put me on hold he hangs up on me. I do all these steps again and get a more competent person on the phone. This person informs me that he can see the SIM activation in the system, but it is failing. The onus is on my family to complete this process as he informs me, the company intends to charge me full price for the phone if they are not able to activate it. My support person then put me on hold so that he could call another support person, no ish.
So, in order to avoid being charged for Verizon’s mistake, I have been on hold for well over an hour here at my desk, giving me plenty of time to write this tip. I really have to pee. This experience is pretty much the complete opposite of the hip, youthful marketing that drew me in. The processes are antiquated, slow, and absolutely displeasing. This may be the worst sales process I have ever been a part of, and I am currently trying to buy real estate in New York City.
Can I get re-embersed for the time that Verizon is wasting of mine? They are really holding me hostage on this call.
PS I think that I just got put back in the general pool, not holding for my rep anymore.
Since I sent this email I was on hold another hour, only to be told that they will not be able to make my phone work for up to 10 more days because that is how long it takes to port a number. If the phone is not working in 10 days I should call them back ( a 12th time).
I would never recommend any of these companies to anyone every again, if you need a phone, get an iPhone from AT&T, I started ordering a MotoX more than 10 days ago, and it may or may not work in 10 days. I really just want my money back, but the people I dealt with are so incompetent I doubt that they could achieve that.
This is literally the worst customer experience of my life, I officially hate my Android before I ever even turned it on. Sad.
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