Promotions for long time customers

[Race377]

I think it’s important to know, that we, long time customers, are not valued in any way, especially if there’re holders of older, less profitable service plans. 

I’ve only ever upgraded my phones about every 4 years or so and todays goal was no different. 

I started at the local Verizon store on Wayne avenue in Chambersburg Pennsylvania, where the kind staff informed me that I was not eligible for the current promotion unless I changed my service plan to “the new Verizon mobile plan”. I kindly informed them that I did not want to do that and they stated that if I wished you continue The upgrade is gave to pay retail for the phone. I left the store and began my search for other service providers. 

I found that there are several service providers offering the same free phone with a new line, the only difference is that it’s cheaper than the “new Verizon plan”.

so I took to the Verizon chat platform to talk with a rep and learn more about why this is and if there were any perks for being a customer for more than a decade. 

the first chat lasted over an hour, and I was disconnect by the agent with no resolution. I tried to call them, to speak with someone, the gentleman than answered was hard to hear, as it sounded like they had sand paper against their mic. I stated that I would enter a new chat, rather than talk. The second chat, lasted a similar length also, with no resolution, and I the agent also disconnected on me. The last chat, offered me the same “change your plan” offer as originally proposed, even after I stated I did not want to change my plan. 

I was candid and very to the point, but hours of my day were wasted while they “checked on offers”. 

this is not customer service, this is customer avoidance. Based on tired support systems to funnel customers into upgrading their services to increase profitability. Now I understand the why, but simple math would show that those margins would be fine if large corporations like this stood by long time customers. 

Our family will leave Verizon and join the ranks of the “plan hoppers” (the requirement to hop or change carriers every few years to upgrade devices or maintain reasonable monthly charges). Which nobody wants to do, but because the business models of companies like Verizon and Comcast cater to “new customers” that’s the only way to do it. 

and lastly, should anyone of authority in Verizon read this, I’m begging you, change your customer service model to be more human and empathetic. Society values their time, and you should not be so greedy as to steal it from them. Had the representatives stated directly, “there’s nothing we can do” or even “no” I would have respected that, and Likleu not wasted more time to write this. Instead, 3 agents followed the same script and took copious amounts off time to “research my account”, which I know can be done in under 5 minutes because of my interactions at the Verizon store. 

I hope others read this, and know they are noted alone. These practices will not hold up long term, society is smarter and less willing to be “brushed off”. 

I hope this finds everyone well, and I hope you all have an amazing holiday season. 

[Dagger3]

Very well said. I had a similar issue with no resolution. I wanted the free iPad deal that’s going on where I upgrade my phone to an iPhone 16 and get a free iPad. 

Well I spoke to someone on chat because I was interested in upgrading my phone for that deal and they told me I need to change my plan to Unlimited Ultimate. Doesn’t seem like a problem, right? However, if I change to that plan I lose all of my current free perks. Free Disney+, free Hulu, free Apple Music all gone. 

In the long run this deal is great for Verizon because they end up saving money by taking away all my free perks. I’ve been a loyal customer for nearly a decade and that’s how I’m treated  

Now I’m seriously considering changing to T Mobile or AT&T, I’m sure they would love my business.