Verizon Loyalty Program and the younger generation

[Big_John0732]

My wife and I have been loyal customers for more than 20 years. We now have 4 lines with our kids. Unfortunately all of our phones are old. Newest one is Iphone 7. When my phone started to die I went to the verizon company store to see what they could offer us since they were giving phones away to new customers and people with newer phones who could trade in. Except for adding a new line and than cancelling my old line they could do nothing. They gave me the number to the  Verizon Loyalty Program. At first the rep said they put in a request to the promotions team and would call us back (never called us back), when we called back they said they follow up and call us (again never called), we did notice 1 day there were 4 phones in our cart and they seemed like they were 0 dollars. But when I started to make color choices and storage capicity the payment was $0 but the next month bill had a projection of 300 charge for equipment. I sign off and waited to talk to someone but next time I sign in the phones were gone. We called again and the rep escalated to supervisor and again said we could have 4 iphone 15 for free. My kid asked about the pro and rep said they call us back. (never called back) Next time we call they said they ask Michelle to call us. 2 days later we talked to Eric. This time there was no offer and Michelle was no where to be found.

Why am I telling the younger generation this. Simple I found out the Loyalty reps we talked to didn't even work for Verizon they are vendors. They have no power to treat us customers special. They read scripts and tell us their supervisors are too busy to talk to us. A true loyalty program is handled by company employees who value our business and can make decisions. Remember to ask the people you talk to if they are vendors or employees. If vendors than don't believe the company value you. Most importantly don't feel like you have to be loyal to them since they can't even call us when they said they will call us.

If verizon is listening change your vendor. Somewhere they don't care about your customer. Only contact me if you are an actual Verizon employee with a Verizon 401k. 

[vzw_customer_support]

Hi John, your longevity with us means everything. We're consumers too and understand wanting a good deal on new purchases, especially when it comes to bigger purchases like phones. Unfortunately, we do not have a way to manually provide promotions. Deals are obtained a few different ways. First there is the My Offers section of your online account, this is broken down by line. We also have vzw.com/deals which updates regularly. Please let us know what other questions you have about those offers. 

-Melissa

[Big_John0732]

Your response shows the problem.

No mention how loyalty reps said they call back and than ignored us by never calling back.

If you can't help loyal customers who are going through a tough time than you add no value. I can look up all the deals online if nothing meets mgiht current situation you are basically telling me to leave and find a carrier who will. You don't value a 20 year customer. A true loyalty program should on occassion be able to help a long term customer at least once in a 20 year period.

Your response does not address my comments.

[Christos0616]

Verizon has been a major headache recently, and the employees seem to be getting worse. They lack basic common sense and seem more like con artists than customer service representatives. Promises are never kept, and you have to go through endless prompts before speaking to a human. When you finally do, they often hang up on you or transfer you incorrectly, whether out of incompetence or on purpose.

I called to transfer three phones from another carrier to Verizon today and was treated horribly. The representative spoke to me in a condescending tone, assuming I wanted the cheapest plan, even though I specifically asked for the best, most expensive option. The business model at Verizon has slipped significantly, and at this rate, they will lose a lot of customers.

If their motto is "if you leave, you leave," then they clearly don't care about their customers. A billion-dollar corporation should be monitoring their calls for quality and training, as they claim, and should be reaching out to clients who have been disrespected to make things right. Sometimes it's not about the money but about respect and business ethics. If upper management doesn't care, neither will middle management, and the frontline employees will follow suit.

I'd rather deal with the worst service carrier in the world if they had the best customer service, instead of dealing with robots and repeating myself endlessly before speaking to a human who isn't any more helpful. Verizon's employees lack common sense, empathy, and basic working skills like entering notes in their CRM.

They make a used car dealership look reputable. Verizon might as well hire animals and teach them English; they could probably do a better job. They literally have no common sense or morals. I scheduled a call and never received it. One issue leads to another, highlighting all of Verizon's imperfections. They don't hold their employees to high standards, and the employees clearly don't care either.

[Big_John0732]

I hear you and agree in many ways. It's a business game that Consumer Cellular realize. Large carriers are outsourcing customer service to vendors. Vendors have no power to make things right. Their soul goal is to be polite and offer the services you already know about.  Years ago you could ask for a supervisor who might have some pull but now a supervisor is never around. Never available or have to call you back. I just hope the younger generation learns from these situations and share the experiences. Than do the math. If I'm buying a phone anyway than reduce the cost of the plan by going to a place like Consumer Cellular who will have a better customer service team.  It's not like verizon never drops my calls or coverage is always available and I live New Jersey.

[vzw_customer_support]

Christos0616, we want to make sure you're always being treated with respect, and we'd like to gather more feedback on your interaction. We're sending you a Private Message so we can get to the bottom of this situation.

~Jesse