Most of the shopping was straight forward, but trying to go back and change a major item was impossible without cancelling my entire order and starting over. I later decided I didn’t want my new phone cost spread out equally over time, I wanted to change it to buy outright, right now, but that option was no where to be found. Then as account owner, I was trying to add some family items, but it said I needed the account manager (my wife) to do it. Really, that was a head scratcher! Also as I was setting this up, it was taking me some extra time, and in the time it took me to finalize, some offers changed, and I had to stop and re-review before purchasing, then in the time it took to review that change, I was no longer able to receive my new phones tomorrow, to where now it will be 3 days to get the same items, even paying for the overnight fee, it still said 3 days, regular delivery was 6-10 days. So that’s why you only get 4 stars. You try to save money making customers do the work, but I’m guessing the executives who chose to sacrifice customer service with live agents, to save their salaries for your profits. I tried going to the store for in person help, but you can’t get the online pricing from Verizon, if you’re actually in a Verizon store!

First, the app itself is slow. There’s delays jumping from page to page. The layout may be intuitive if it actually worked. This would be an amazing app if any part actually worked. The speedtest works intermittently at best. Same for the router reset. Funny thing is, if it can do the speed test, it won’t let you reset the router! At least there’s an option for support. That should give you hope that Verizon is there and they care. Go ahead, click on the call back button. You may want to take an aspirin first. I’ve tried a total of 6 times. The first time, it gave me some hope. They called back immediately… and took me directly to automated purgatory. When asked for my pin, I went into the app to get it but the automated system just hung up. The next time I pressed the button for a callback, no callback after 15 minutes. I press the button again and I’m returned to robotic purgatory. This time I get past the pin. I’m asked if I’m calling about setting up my autopay. After replying no, the soul sucking system decided it wasn’t worth there time if it wasn’t about money so the automated demons hung up again… it took 6 times and eventually I just called myself. Then, 41 minutes later, someone actually came to the line. I can’t tell you yet if they’ve fixed my issue but that is irrelevant to the review of this application atrocity. Consider yourself warned, if you plan on using this application atrocity you may need a punching bag as well.

Calling any verizon number puts me in a phone loop. Trying to talk to someone, I get hung up on by the system. It took me a long time of trying anything and everything because my account wasn’t fully set up by the representative to get to another person to talk to, who was someone overseas, that asked me to send them copies of my proof of residence and I.D., as well as asking for all the addresses over and over. The person that initially set up my account misspelled my name despite me telling it to her and spelling it multiple times, and then I was told that they could not update it, because the account was not finalized. So I was getting flagged for things not being correct, and could not get my phone sent to me. Since I moved, and my state updates address changes in the system, and I don’t have a new I.D., I don’t even have one to take a picture of to send, even if I wanted to. So they won’t ship my phone, and are just sitting on the SIM cards as well, despite me providing them all of the detailed information they were asking for, but it wasn’t enough for them. Trying to get to talk to a helpful person from here doesn’t work. Terrible service and fail app where you can’t even update the incorrect information that they built in when setting up the account in the system. (Not profile name. I mean the account that the person set up incorrectly.) Awful system and terrible customer service.

this app is so dysfunctional it almost made me cancel my service entirely. this app is the only way to communicate with verizon- if you call, you get an AI bot and they end up texting you a link to the app anyway. within the app, the chat service is so abysmal i wanted to run through a wall at full force. it kicks you out multiple times if you’re not active in the chat at least every 2-3 minutes so you’re forced to spam the chat with random emojis just to keep it open. and even then, sometimes it’ll still kick you out anyway and you have to frantically reopen the app to hope that you can be reconnected to your agent. I was on the chat for 5 hours straight and I have to say the agents are clueless- i was redirected to 7 different people over a simple wifi extender hookup. every time i was redirected, the agent would ask for time to review the previous chat so you “wouldn’t have to explain all over again”. then they would ask you the same questions which defeats the whole purpose. for example, multiple agents would ask me if i received the wifi extender yet- the same extender i was chatting about for last 5 hours. absolutely terrible experience. I went to the store the next day to try and resolve the issue in person bc it still wasn’t fixed. i’m just now getting a technician to come to my house. verizon do better, this is embarrassing as a company.