I just had a great experience with one of your CSRs on the phone after a not-so-great experience with a store-level manager. I left the store feeling as if I was out-of-luck and not important as a customer (especially not as a 5 year Verizon customer in good standing). However, I'm glad I didn't let that experience sour an otherwise great experience with Verizon.
My phone call with your CSR went even better than I had hoped, as I was approved for an early upgrade! My current phone has a definite manufacturer issue, and at 3 months shy of my upgrade date, the deductible on a replacement would cost more than a termination (under the old ETF policy, before Nov 14, 2014).
Her helpful attitude and willingness to go to bat for my concerns definitely restored my faith in Verizon's customer service. I will absolutely continue to recommend Verizon to people. Unfortunately I did not catch her name, but I want to make sure she is recognized for her actions. How can I make sure that happens?
