Long before Verizon was Verizon it was multiple other carriers, including Cellular One. In 1997 I signed up for my first phone. I have never left. I currently have 5 phones and 2 iPads on my account hence the almost $500 monthly bill. That is $6000 a year….although my bills gradually increased over the years, you get the gist, I have spent over well over $100,000.00 with Verizon.
13 days ago I finally decided to switch my android to an iPhone. Picked out a basic iPhone 16, tried working with it and decided it was too small. I had a month to change it so I went in today and picked out the larger iPhone. All of a sudden, the representative noticed a “scratch” on the face of the phone and said I would not be able to upgrade. I couldn’t feel a scratch on the phone and only when he tilted it a certain way could I see it. I have no recollection of or even idea how it could have happened, he said it was probably keys. I don’t even use keys! Key fob for my car and fingerprint lock on my door? Regardless it was scratched.
I asked what options I had…his suggestion was to file an insurance claim quickly then bring it back for the upgrade. He then talked to his manager who said they wouldn’t accept it back if it has been tampered with! I literally now have no choice but stick with the small iPhone I do not like? I understand policies are in place for a reason but you would think a customer who has spent over $100,000.00 might deserve some grace?
I am not sure it’s the young man at the counters responsibility to understand the value of loyalty or customer retention, but for the Manager not to see the big picture is a poor reflection on Verizon.
Most unhappy customers don’t speak up- they simply “vote with their feet” and leave. Will I take my business elsewhere? I think I have to now if for no other reason, just on principle. After all, been together too long to ignore a red flag like this.
