Worst Customer Service EVER

I'm starting to understand why so many people say they hate their cell phone companies.

I've had Verizon service in one form or another for about two years, and except for having to jump through hoops to get my cell modem and iPhone put on a single account when I first got the iPhone, I really haven't had any problem with them.

That is, until this week.

When I lived in Phoenix, I got decent 3G coverage from my cell modem and was happy with it. Since moving to Denver, however, it's been next to useless. Since I'm locked into the contract on the modem for another six months and had to pay for it anyway, I sent it to my dad, hoping could get some use out of it (he was still on dial-up).

We started getting 4G mobile hotspots at work for several of our on-the-go users and I've been very impressed with the lil' buggers. 4G service in Denver is excellent, so I finally broke down and ordered one online from Verizon a week ago to replace the cell modem. The device was free with a new 2-year contract, so it was kind of a no-brainer.

I've had to activate enough of the things by now to know it's a very simple matter. That's why I knew I was in trouble when I called the activation number and was immediately transferred to customer support.

Apparently they'd sent out a SIM card with a number that couldn't be activated. The lame excuse I go from the rep was "Since we started selling the iPhone we've had a lot of bad numbers come across." Really. REALLY?

He said he would overnight a new SIM card and made me go through the motions of accepting a new agreement.  That should have been the first red flag.

Yesterday I went online to check my balance and discovered that I now had four lines.  Not only did I have the expected lines for my iPhone and my 3G modem, I had two additional lines, one for the SIM card that couldn't be activated as well as a fourth line for what I assumed was the new SIM that had yet to arrive.  (It turns out the rep lied or was flat out clueless. The card had been sent out two day Fedex, not overnight.)

The new SIM was waiting at home last night when I arrived.  Once again I called the number to activate, and once again was immediately transferred to customer service.

At that point, Ben took the phone from me and acted on my behalf, letting loose on the rep.  It's a good thing he did; I might've had a stroke if I had to deal with the amount of outright stupid on the other end of the line that he did.

Apparently the jerk I'd spoken to two nights earlier didn't know what the fuck he was doing.  What a surprise. In the land of Verizon, the SIM cards are (for whatever reason) tied to the devices they're shipped with and the idiot didn't know or didn't care.  He should've sent out a new hotspot and SIM, not just a SIM.  Idiot. Ben was told that in order to clear this up, and get the extra lines removed from my account everything would have to be mailed back.  Again, the rep didn't have a clue how to handle this other than to read from her script. We were getting nowhere.

At this point, I got on my cell and called the local Verizon store, asking them if they could sort out the mess.  They said it wouldn't be a problem and to bring everything in.

After dinner we drove to the mall and got everything fixed. I left with a activated, working MiFi, and only one additional line on my account (as it was supposed to be from the beginning).

Lessons learned: never ever order anything from Verizon online. GO INTO THE STORE. Secondly, don't ever bother with their phone support. It SUCKS.