What does keeping a formerly happy customer mean to Verizon? Based on my experience, nothing! I went to a store last night to upgrade my phone from an iPhone 5 to iPhone 6 and sign another 2 year agreement. However, after waiting for 45 minutes, I was told that they could not do anything for me in the store. It would have been nice to know this BEFORE waiting 45 minutes! So, I went home and attempted to order my upgrade online. The iPhone 6 is on backorder until mid-November. I also looked into trading in my current phone for a $200 trade in value. However, I would be left without a phone for a period of time if I initiated the trade in.
Today I called Verizon's customer service to inquire about the trade in. I was told that the trade in promotion was over. I explained that the Verizon Wireless website does not indicate that the trade in option is a promotion or that is has an expiration date. The customer service rep seemed confused and wasted several minutes to review the website himself to inquire. After much silence, I asked if I would receive anything for signing up for a new 2-yr contract and upgrading my phone. The answer was no.
My employer offers a better employee discount with AT&T...so I will shortly become an AT&T customer due the fact that Verizon appears to have no regard for keeping customers happy, or at the very least, providing decent enough customer service to appear to care.
