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Customer Retention

dv2011

Hello.

Anyone know the best department to contact to discuss a deal to stay with Verizon. There are some great offers from the other carriers right now and I am all ready to switch but thought I'd try one last time with Verizon to see if I can stay.

Thank you.

Comments

Verizon_Support

Hello, Nearly20yearswithvzw, we appreciate your loyalty over the last two decades and I'm sorry to hear you're thinking about leaving. We're glad to help review deals and promotions. To best assist, I will be sending a Private Note.

-Lauren

Verizon_Support

Hello. We wanted to check back with you to see if you still needed assistance. If so, please let us know. We would love to continue to help.

~Ivone

the2bobs

@Nearly20yearswithvzw
Wondering how this turned out? I'm in the same boat

dv2011

I did speak with someone who was more helpful then anyone I previously communicated with.

Unfortunately they didn't even meet me half way. I'm still mulling it over but with T-Mobile giving me the lower price for everything PLUS getting Netflix for free from them I am more then ahead of the game if I switch. Since I am in urban and suburban areas for the most part, and nearly everywhere you go has wifi, why stay?!?

the2bobs

Agreed, sounds like no reason to stay w/ Verizon. They say don't leave but give no incentive to stay.

I have 5 lines. 4 are upgrade eligible and the 5th will be eligible in Aug/Sept.

A couple of mos ago I tried to upgrade 2 of them to S23 Ultra. My acct had a deal for $5.55/mo for 36 mos with a $1000 trade-in credit. When I tried to place the order the site froze. The next day the deal wasn't in my acct. Via Chat I was told I never had that deal in the 1st place as the max trade-in offer has always been $800. I forwarded chat guy a copy of the order I tried to place. Still, he claimed it didn't exist and wouldn't honor it.

Ever since I've been eyeing their competitors, especially now that Verizon is no longer at Costco, which is where we always get our phones b/c of the extras they throw in. BJ's carries AT&T and had some very attractive offers, like $200 American Express gift card for each line I ported in.

dv2011

Oh I have been there before and that is why I always ask for an email confirmation of whatever deal I get. I have had many past issues where they play the he said/she said game, but in the end it gets resolved.

I have noticed that Verizon has taken away lots of features from their chat function like getting a transcript emailed or being able to copy and paste the conversation. No doubt to make it harder to leave a paper trail. I was able to do a work around with taking screenshots so I can have it all if I need it.

It's just such a shame. I still have my very first phone I got when I joined and the paperwork for when I enrolled in the Regional Single Rate East 300 plan. I bet most folks working there now have no memory of that plan or how the services have changed.

Sad to go.

Verizon_Support

the2bobs, it'd be a shame to have you leave us without looking at a few things. We’ve sent a Private Note, so we can assist further.

-John

Pricedout

I have been with Verizon for a while now and my bill continually goes up. But the service isn’t that great in all areas. Thinking about switching over to TMobile to lower my monthly bill by $300. Verizon continues to raise my bill.

SynthpopAddict

If your service is good, there's a saying: "If it ain't broke, don't fix it". Everything is costing more now, so why should telecommunications service be any different? I understand if the bill is putting too much a strain on your pocketbook, but you could try dropping some of the extra perks if you have any, or downgrading your plan, or switching to prepaid.

It's been a few months since I lurked at the other guys' forums, but they had plenty of threads about some promo or another not working too. And I don't recall seeing many responses from actual employees in their forums, so if you thought the stock responses from CS here was bad...

I have a similar issue with my ISP, who regularly advertises cheap deals for new customers, but I've been with them for almost 25 years and they never, ever offer me anything while my bill has been going up. Sure, I could switch to Verizon's home internet and pay less, but I pull 100s of gigs of data every month on my PC working a 2nd job, gaming, streaming TV shows, and being on forums, so it's worth it to pay the extra money for reliable, consistently fast data speeds.

cruehead

I too am gonna have to leave the bill is getting crazy no more is based customer service I have had a billing issue since October and they can't seem to figure it out I have spent atleast 10 hours on the phone this company is really going down hill

Verizon_Support

cruehead We're sorry to read that you have not gotten the help you need with your billing after so long. We're here to help. We'll be sending a private message. ~Peter

Verizon_Support

Hi Pricedout! You have reached out to the right place. I get it, and no one likes seeing a price increase on their account. I have seen anything from electricity and water increase over the past year myself. We, Verizon, want to continue to invest and deliver the best experience and network you rely on every day. Let’s review your account to ensure you are getting the best value. Please reply to the private message that will follow to get started.

-Deb

gsjbcr248864

They have no concern for customer retention. I have had an issue with my bill for 5 months, after HOURS and HOURS and rep after rep telling me on chat IN WRITING it has been resolved I still can’t get it fixed. I’ve been a loyal customer for years have never missed one payment and I have an order pending to have FiOS installed as well and they still refuse to help. Every time I get on Chat I am told that this time they will fix it ask for my information and then no one ever comes back to respond then when I say something it starts all over and I’ve done this just today alone six times. Since I have everything in writing I am shocked that this is how they will treat a customer. So they will be losing my business I don’t even care if I have to pay more elsewhere, I will not put up with this anymore.

Sereno011

What's with this "Private Note" business. There's a reason the question was asked on a "Public Forum"!!

SynthpopAddict

A lot of times, customer service needs to access your account directly, in which case they send a private message with a link to do so.

JDizzle79

Verizon_Support

JDizzle79, we'd never want to lose one of our valued customers and we'd like the chance to help you make sure you're getting the best value. Please be on the lookout for a Private Message so we can help.

~Jesse

LT4VT

Same. Was offered a great deal with another provider. Called Verizon last week, the rep offered me a loyalty discount since I have been with them for 18+years. Called back today to see when it would be applied and a different rep said there was no such discount. Keep in mind I was still going to be paying more than what I’m being offered from competitor anyway. So much for rewarding loyalty. Being lied to is no way to do business. Looks like I’ll be moving on…

Verizon_Support

Hello LT4VT, we're sorry to learn you're having issues with your account. We will be sending you a private message to further assist.

~Ivone

Captain29702

I have been a customer of Verizon since it was Bell Atlantic Mobile. I have been seriously considering swapping to Spectrum Mobile, as it is the same coverage as Verizon. It would save me over $100/mo, and any future phone upgrades are free. Someone give me a reason not to swap?

Verizon_Support

We would love to help you, Captain29702. We appreciate your years of loyalty. Nothing beats the best. Our customers have first access to our network and always come first. We invest billions in our network and continue to advance. See why to choose us here: https://www.verizonwireless.com/featured/better-matters/ -Joe

chickenheart

I have been a Verizon customer for going on 25 years and I think it is time to leave Verizon.

Backstory: I contacted Verizon that google fi had a better plan for a better price and was seeing if they could match it. The lady I spoke to convinced me to stay with Verizon by looking at all the possible deals I could get. So I was going to add a phone line and upgrade my accounts and get 3 phones, but only increase my monthly bill by about $30, so great deal to keep me on Verizon. So she sent me the contract for 3 years, but I was unable to review it for a few days.

I re-contacted Verizon to see what offer they sent me because it got lost in the thousands of messages I get a day. Well 4 1/2 hours later after getting booted from the site 5 times, switching agents, I am now to the point where I will be cancelling my account. All the agents are trying to look at the latest deals and were god awful slow to respond, when, I just wanted to see what was offered to me a couple days ago.

Very strange when I mention "how do I file a complaint and connect me to customer retention' I strangely get booted. I saved the chat and I requested a complaint line and customer retention 6 times.

So a total of 6 hours of my life wasted. 6 hours. Thanks Verizon for respecting your customers time. Fix your chat window.

So instead of having me sign a 3 year contract, you're losing a customer.

Verizon_Support

We would hate to lose your preference after all these years, and we know how important it is to receive the best value for your account. Were you able to get additional details on the promotion offered? Do you recall what was offered?

~Freddy

Thatoneguy17

I’ve had the same number for almost 20 years with Verizon my last 7 being on separated from the original account. I have had nothing but issues the last few weeks and am looking to switch as well can someone reach out to me ?

Thatoneguy17

I have had my number for almost 20 years about 7 years ago I separated accounts and have owned the number independently. I have run into some issues with an iPhone and the run around and lack of help and urgency seems to have pushed me over the edge. My phone is dropping calls randomly even when connected to wiki with full charge doesn’t matter if I’m home or on a job site. Since I am unable to make calls I have to use the online assistant. They take forever to respond and close the chat they need to re read everything to just to help you again and it’s so annoying trying to get technical help from a different new person. I fought this losing battle for almost 2 weeks and I finally said take the phone back I’m done with iPhone I want a Samsung. Lo and behold they can only replace my 7 month old phone. I was offered to finish paying off the $900 balance on my phone so I could use that as a trade in worth $275 make that one make sense. Then they offered to cancel my line and give me a new Samsung phone a cheap promotional offer but I would still have to pay full price for the iPhone I no longer want to use. Or I could pay the $900 and try and sell the phone on the secondary market. They sent a replacement iPhone but they neglected to tell me it required a signature and I missed the ability to pick it up. They shipped the phone back and assumed it to be the broken one. I went into the store today and was told that I am essentially stuck with a phone I hate that I don’t want. Paying $900 on it still. I will be visiting T mobile today and hope they can fix this situation or I’m going to pull out an old dead phone until I can be rid of this phone and Verizon.

Verizon_Support

We are sorry to read that you had this negative experience, as this is never what we want for you after all these years. In this case, our devices do have a 30-day period for any exchanges if you are not satisfied with your purchase. After that, the only option to upgrade would be to pay off the phone. If you are having any issues with your phone, and would like to troubleshoot, let us know, and we'll be glad to help out.

~Freddy

NJGonzo

I have been a long time Verizon customer at my home, my business, and my elderly parents home. And I've been a mobile customer even longer. I've also been a TIVO DVR user from day one (over 27 years!) This week Verizon sent me new equipment to upgrade what I have. They said I needed to upgrade as their old equipment is no longer going to work. As part of this upgrade, my TIVO's will no longer be compatible and I will be forced to use inferior Verizon DVRs and pay $30 extra a month. And on top of that, I need to pay a $180 one time activation fee for the new equipment I didn't ask for. I called to see if there was anything they can do to help with this increase/fee and they said no. I indicated that I might look for service elsewhere and they didn't care. What great customer service! I hung up and found out that Optimum has a deal that will significantly cut my bill and provide all the same services. If Verizon doesn't want to keep a long time customer. I'm certain Optimum would love the opportunity for not just my home, but all my accounts. As soon as I get an install date from Optimum I'll be setting my Verizon gear out on the curb. So long.... Thanks for nothing.

VzwHasDeclined

Yeah I am done with Verizon, I have had a billing issue since September and their team keeps dropping the ball, I have done the text chat route to hopefully have some sort of trail of documentation of what’s been promised but even they don’t follow through and drop the ball. I am over no one being allowed/ able to offer assistance the people you call and talk to on the phone have their hands tied and can’t do anything it all has to be done over email and escalated and you can’t speak to anyone they escalate the issue to… it’s just got ridiculous, they lost sight of customer service and I am more than done with them. I will be leaving them this month if they can’t figure this out plus offer above and beyond just what they have messed up

Verizon_Support

We are sorry to read that you've been having to deal with this issue for such a long time, and the last thing we want is to lose your preference. If you could provide us with additional details of the problem you are having, we'll be happy to look into it.

~Freddy

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