I've been a loyal Verizon customer since 2010, subscribing to FiOS and Wireless services. Until recently I did not think to look at the competitors, until it came time to upgrade my smartphone. On Sunday 5/17/15 I walked into a Verizon Authorized Wireless Retailer at Brandon Mall and spoke briefly to a Tim who is supposedly a Wireless Account Manager and explained I was looking for a new phone and did not want to change my plan to accommodate the purchase. Tim did not bother to ask my name, pull up my account, or even say hello, however he did take brief a moment from staring off into space to quickly tell me their was nothing he can do to help. As Tim was about to resume staring off into space I mentioned that T-Mobile was offering unlimited voice, data, and messages so long as I purchase a phone, he quietly shrugged his shoulders and resumed staring off into space as if to tell me he had nothing else to add?
Needless to say this interaction is not anywhere close to what I would expect from Verizon, the whole experience left me disenchanted and my resolve was to cancel my service with Verizon and move to T-Mobile or ATT.
As I worked my way to the food court to grab lunch I saw another Verizon Wireless store nearby. Reluctant to even try again, I made my way into the store where I was met by an energetic lad named Ryan. I approached the same as before, I was looking for a new phone and did not want to change my plan to accommodate the purchase. Sensing my dismay Ryan paused and actually introduced himself and shook my hand, said he would see what he could do and asked to pull my account info up. Ryan conceded that if I were to upgrade I would have to change my plan HOWEVER he educated me on my usage and talked me into modifying my plan to something more suitable. This in turn allowed me to purchase a Galaxy S6, Case and Glass Screen protector, ADDITIONALLY Ryan took the time to go over other specials Verizon was offering and I ended up purchasing a Kindle Fire tablet along with an additional service line.
I am sharing this story because I want Verizon to be aware of the employees who represent their brand, and as a customer I do not distinguish between an 'Authorized Retailer' or a 'Premium Retailer' - there should be no difference in service though the reality seems quite different, Had I encountered another Tim at the second store, my next stop would have been T-Mobile. Thankfully I did not, and fortunately my encounter with Ryan provided a positive response to an otherwise horrible experience.
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