I have been a Verizon customer for over 20 years. I had always been more than happy with Verizon’s customer service. The agents were friendly, competent, and helpful. They used to answer the phone with “Thanks for calling Verizon. My name is Tammy (or whatever) and I’m talking to you from TEXAS.” The person spoke American “English” and was easily understood. I actually LIKED calling Verizon as the service I got was head and shoulders above the rest.
Then, something changed.
My last several (too many) interactions with Verizon agents that were very difficult to understand. Some had accents and speech patterns that were so hard to understand that I actually had to say “I’m sorry, I can’t understand you.” after I asked her to repeat a sentence three times.
What’s also clear is that agents are working from a “script” or flowchart now. You get asked the same questions that you’ve just answered, and you’re told to go through the same actions that you’ve already performed.
I had gotten several emails from Verizon advising me that I could sane money by switching to “myPlan” (or something like that). I finally called and got the sales pitch and I signed up for the new plan. A few days later, I tried to use the “mobile hotspot” on my iPhone - and it was GONE. When I called to ask what happened to my mobile hotspot, the agent informed me that my new plan didn’t include that “perk” - but I could add it back - for $10 per line per month.
I wasn’t pleased. But coughed up the extra $$$.
Then - I got an email saying my service was eligible for $10 per month per line discount for a year. Of course I clicked on the link and WAS able to claim that discount FOR ONE OF MY TWO LINES! No matter how many times I tried it, it would not give me that second discount.
Last straw - I received ANOTHER email informing me that I had switched to a plan that was not compatible with a rebate I was receiving. So I’d soon be paying $19 a month more for one of my lines.
That did it for me. I tried calling and chatting multiple times. Every time I would get an exasperating agent on the line who either couldn’t grasp the problem, or that was simply impossible to understand. At one point, I thought I had finally made myself understood and the agent (on chat) said they have somebody call me in 15-20 minutes. I told them that that time wasn’t god for me, but that an hour later would be fine.
No call.
I finally gave up and figured that Verizon and I were no longer a good fit. I e paid off my devices and with some degree of sadness over a lost relationship, I’m interviewing other carriers.
It just seems odd to me that Verizon is eager to give NEW customers iPhone 16’s “on us” - but a 20+ year customer gets nothing but lip service for being a customer for so long. WHY can’t a long-time customer get a few minor freebies? Why promise lower cost plans - but neglect to inform that you’re losing features?
Why write this rant? With the hopes that -somewhere- out there - there is a manager or supervisor at Verizon that will think holding onto a 20+ year customer is worth actually taking the time to understand a problem - and maybe throwing a few bones to keep a customer.
(I just KNOW that 5 minutes after I change carriers, someone from Verizon will be calling me asking me to “come back”. But by then it will be too late!)
