HOLD: Verizon Wireless' Customer Service
My daughter was having trouble making and receiving calls and also receiving voice mails past her 14 day trial period from her residence. Voice mails come in the next day or not at all. When we went back to the original store (where we purchased our phones)and they told us that if the signal was marginal, Verizon would give a a signal extender. When Verizon checked out the signal they told us it was marginal in front of her place of residence. We spoke with them about the signal extender or maybe getting a different type of phone would help. We were not told about any kind of additional expense at this time.
I explained right from the beginning that my daughter was visually impaired and this phone is her lifeline. She relies on public transportation to get to work and sometimes they call her when they come to pick her up. She may miss her ride because of this situation and may have to miss work altogether if this would happen. Plus we are very concerned if she has to call 911 and that she would be disconnected or not get through at all.
She did get a different phone but the problem is not solved. Then they told us we could get an extender for 149.00 that retails for 249.00. After repeatedly calling they finally told me that we could get a refurbished extender for free but they never have any in stock. Each time we talk to someone they tell us they are going to follow up and call us back, they never do. We even had one the Verizon customer reps tell my wife "Oh I get the handicap thing". Also it seems the higher up you ask to talk to; the more arrogant they become. The only time we get a call back is when we ask to talk to a level up from the person that we are talking to. They don't seem to like this and say it's very busy and hopefully we'll get a call back.
Basically we are told the only solution now is to take her off of the plan and go to another carrier. The reason we have her on our plan is because she is on a limited budget and she can not afford to switch to another carrier at this time. They will not let us all off the plan just her. We just want to be able to get one of the refurbished extenders that we been asking for the last month and a half. We need to solve this long standing issue with Verizon for the safety of my daughter.