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A Post To VZ From A Twenty Year Customer

Over the past ten months, I have spoken with some reps and supervisors about extending me a couple of loyalty retention promotions that are available to new customers and out of state ones, even asked to speak with a regional manager, and quite frankly, never received any satisfaction at all. Twenty one years of never missing a payment, paying full boat, always treating reps and managers with the utmost of professional respect and will soon be bringing my corporate number over as well, yet Verizon extends others 'better' than I'm currently receiving. Thats OK as I'm planning my exit strategy if VZ regional managers do not want to assist. Remember, in business, it COSTS 10X THE AMOUNT OF MONEY TO GET A NEW CUSTOMER THAN TO KEEP A GOOD PAYING LOYAL ONE. Hear that VZ?

Comments

NinjaPigeon

For awhile Verizon was thought to be the #1 wireless cellular provider not only in performance, but in customer service. My experience with not only Verizon, but the retailers they authorize to sell their product was not very good. I just called in to a queue that advised me it would be a at least a 5 minute hold time, and yet I waited on hold for 53 minutes before a representative answered the line. I cancelled all my lines (only 3) and the representative "Ben" didn't have a care in the world, why should I stay with a company that doesn't value it's customers?

I understand how you feel, I used to work with a Cellular company, and when customer's called in to cancel lines that were long time members, we were given authority to give them new line deals, there should be a system in place to allow their reps some wiggle room, especially for a 20 year customer, they don't value you as a customer, why should you reciprocate?

Denverclimber

It's been a few days since my post and as I thought would happen, not a single rep, manager from VZ has contacted me to discuss what I posted. After reading similar experiences here and on Android Central, it's apparent to me and many others that VZ would rather go after and capture new customers than keeping long term reliable, loyal ones. That's OK... come this February, when I decide to port one of my corporate phone numbers from OOMA, either that and/or my twenty eight year old current cell number will be going elsewhere.

Doggo

Just so you're aware, a rep can't even credit $1 without approval let alone move mountains these days. With Covid, response time to get anything done has also tanked.

Verizon claims to be a leader, but they're really a follower when it comes to trends. Just look at unlimited data and how they eventually caved. Unfortunately they copied T-mobile too well on that front with every flavor of the month variant of the same plan when they just needed one.

I forget where if I read it here or Reddit, but there was an AT&T promo advertised that went out of it's way to mention it was for both new and existing customers. That's something Verizon should be taking note of.

I like my coverage and am getting a decent deal on my plan, but I'm only a Verizon customer because this account is a former Alltel one. My first carrier years ago was Verizon and I ditched them when they couldn't get their bill straight. At this point, I'm purchasing unlocked phones from the manufacturer and only with Verizon because of cost of my plan + service in the area. Whenever I next move, I wouldn't hesitate to drop them if my service was poor.

Doggo

@NinjaPigeon

When you worked for one, was it in retail, the front lines over the phone or behind the scenes?

Reason the wait is atrocious is due to Verizon putting profits over support. If you look up how many centers closed over the years, it's no wonder some are waiting an hour. You also have tenured agents quitting because they can't deal with the stress any more and new hires that don't stick around.

Self serve can help avoid waiting, but the app is poorly laid out in places. If I wanted to check who I texted, I shouldn't have to sign into the website to see that when I have an app. I don't think Verizon is going to improve anything for customer satisfaction or rep retention unless their churn rate increases. Verizon created this environment with low morale and are more than capable of fixing it if they cared. Verizon isn't a company I'd brag about working with or having as a carrier in their current state. I'm on a family plan where my portion is $40, that's the only reason I give them my money.

Denverclimber

I agree! VZ is a shell of what they once were where they took real care and interest in their loyal customers. There are still a lot of fine folks at the company. It's the upper leadership and management who are ruining things. I'm running a VZ Note 9, great phone and when I do move on to the next phone, it will be Unlocked... unless VZ makes me an offer... I can't refuse. But as demonstrated by my posts and previous talks with VZ supervisors... I no longer hold my breath with them regarding customer satisfaction.

Verizon_Support

Denverclimber, I'm sorry for the delay in getting a reply back to you in public. We'd be sad to see you leave the Verizon Wireless family. I see that we've been communicating in Private Note within the past 21 hours. Please let us know if there is anything else we can assist with. KevinR_VZW

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