Hello everyone,
I'm compelled to share my recent ordeal with Verizon's service, which has made me question the value of brand loyalty. Last year, I referred dozens of users to Verizon's 5G Home service, believing in the quality and reliability of their offerings. However, my recent experiences have drastically changed my perspective.
In January, I encountered issues with my Verizon Home 5G Wi-Fi, leading me to seek a modem replacement. Surprisingly, I was informed that my address was no longer within the service area, but I could get a replacement modem at a corporate store. The store visit turned into a nightmare: instead of simply replacing the ICC and keeping my number and plan, they pushed a new number on me with worse conditions, a fact I discovered only when I got home.
Attempts to rectify this through customer support led nowhere, except to my decision to switch carriers. To add insult to injury, after promises to send a return label by mail—which never arrived even after repeated requests—I found the corporate store refused to take the modem back, and customer support claimed they couldn't send a label electronically.
It seems to me that Verizon not only ignored basic customer service principles but also created a situation where the customer is trapped with no way out, forced to pay for unsuitable equipment. Having worked in a telecommunications company abroad in the past, I've seen how such situations were quickly resolved, always in favor of the customer. Evidently, Verizon prefers to risk its reputation, ignoring customer complaints and creating barriers to their resolution.
This experience has not only left me disappointed but also determined to no longer refer clients to Verizon. It's disheartening to see that the loyalty and advocacy I showed by bringing new customers to their service have been met with such disregard for my own customer experience. I am now reconsidering whether it's worth continuing as a customer of a company that values its users so little and is willing to compromise on fundamental service standards. Perhaps someone in the community has faced something similar and can share advice on how to proceed?
