Degrading customer service

Forest61

Hello I have been a loyal Verizon customer since Verizon’s inception over 11 years ago (remember the big grey bricks?). Verizon has always been flexible and wiling to work with me for my and my family’s mobile needs. Until last week.

We have 3 lines on our account. One is a Google phone the other 2 have IPhone 6s. We wanted to upgrade the two IPhones to the new XRs. Version was running a promotion where you buy one IPhone and get the other for free. I called wanting to take advantage of this offer to upgrade my two phones. There was a catch: I would have to ad a new line and put one of the phones on the new line. Since I did not need a new line and did not want to inconvenience my family to have them change a number they had for over 10 year. I asked if Verizon could waive that requirement for me.

To my surprise not only were they inflexible in working with me to provide me some savings the representative actually told me to switch over to T-mobile!

I was shocked that Verizon would so casually toss aside their loyal customers. I tried to escalate the issue but was met with total inflexibility. The best they could suggest was to take the offer with the new line and then cancel my old line 6 months into the program.

I am extremely disappointed in the customer treatment by Verizon and am now seriously taking up the Verizon’s representative’s suggestion to switch over to T-Mobile.

This is still very surprising to me because I previously found Verizon flexible in the way they treated their customers.

Has anyone else run into such inflexible customer service at Verizon?

Any thoughts on how to overcome this?

Thanks

Verizon_Support

I hope you are having a great day so far and a wonderful beginning to your week! Thank you so much for reaching out to us today. We are always here to answer all of your questions and concerns. We appreciate your business and your loyalty. We always strive to make sure that you have the best service at all times. I apologize that this experience was so far from the experience we want for you each time your interact with us. I want to make sure that this gets figured out and also help to change the opinion you currently have into a positive one.

Because we love our customers, we continue to strive to provide you with great pricing on our product which is the network that helps you stay connected. We do sell devices on behalf of the phone major manufacturers and try to do the best that we can with the pricing. In order to make sure that you get the best deal, Verizon works with other corporate partners such as Best Buy or Target. We also have programs like the Verizon Up Device Dollar Rewards, Device Payment Programs, and Trade In Program so that you can use those tools to get a good price as well.

You can check out Verizon Up here: m.vzw.com/m/UpSocial

Here is a link to our Trade In Program: http://bit.ly/GGnDDC

NicholeK_VZW