I've been a loyal Verizon customer for at least 15 years (it has been so long I can't even remember). Recently, I saw an ad on TV about the Buy 1 Get 1 free promotion for the new Galaxy S5 phone being release on 4/11. The commercial says it applies to "pre-orders". I have 3 lines in my contract and one is eligible for an upgrade and the other 2 lines expire on 4/22 (2 weeks away). Upon going to a Verizon store on Sunday, 4/6, one of the reps there works out the details in the change in data plan (which alone is BS) and says that if I come back within 14 days of the upgrade expiration, she could put it through. I asked when she was in again and she said "Tomorrow! I'll be here all day". My wife and I left the store. I returned on 4/7 to get these phones pre-ordered and the associate I was dealing with wasn't there (and she apparently wouldn't be returning until...surprise!...when the S5 is released which wouldn't make it a pre-order and the promotion may have expired). The new associate I began to deal with had NO idea what the girl from the day before was talking about and pretty much said that there wasn't anything he could do...he even spoke to someone who I presume was a manager and the "manager" concurred...without offering any sort of apology or even alternate way to help me obtain this pre-order and take advantage of the promotion. What is even more ridiculous is that I was willing to pay MORE for my contract for the 3 lines...so I wanted to GIVE VERIZON MORE MONEY and they just didn't want to help me because of a 2 week time period on when the contract ends. Today, I even went to an online chat associate to ask about the same issue and was given no resolution or even option on how to proceed.
Note to Verizon...this complete lack of customer service and disrespect for your customer base is inexcusable...especially for loyal customers like myself who have utilized (and paid heavily for) your service for over a decade. This experience has made me truly consider letting my contracts run out and switching to one of your competitors. I know in my job, if I treated a customer with the same "I don't know" attitude that your employees have and offered no alternative or resolution to make a client happy, I'd be fired immediately. See...in my company, we realize that the only reason we are in business is because of our customers. We realize that without them, we are NOTHING. Perhaps you should pass that along to all your sales associates, store managers, and employees because quite honestly, I don't think they understand that concept.
