Does Verizon care about customer retention?

[Mainedad]

I have been with Verizon for 20 years and spoke to a number of customer service representatives recently.  Everything that I have been told basically says that Verizon cares more about new customers than old.  I'm looking to upgrade two phones to the new iphone xs and after being a loyal customer for two decades am told that I would need to pay full price when new customers get a great offer.  I have not upgraded since the iphone 5 because I have been waiting for a deal for existing customers.  I have been told by representatives that Verizon rolls out different deals all the time and some favor new customers and some favor existing customers.  After doing a simple internet search, I have looked up all the deals over the last two years, and there is no question that new customers are where the deals are driven to.  To be clear, having to add a new line is not a great deal to an existing customer as it only increases our bill.  The last day of my billing cycle is tomorrow, and I will be going to a competitor and moving my lines over.  I never wanted to be someone who jumped carriers but it seems like the smart move is to switch every two years as there is no incentive to stay loyal.  For current customers, I hope Verizon understands that while new customers are an essential part of growing a business, keeping the current customers you have is the only way to sustain growth.  Considering they are the most expensive of the carriers, you would think those of us that are willing to pay a little extra to stay, would be appreciated.  It seems after twenty years, it's time to move on.

[vzw_customer_support]

Your customer loyalty is greatly appreciated and we certainly don't want to lose you.  We definitely want you to take advantage of any applicable promotions and I'm here to help, let's get to the bottom of this once and for all. I will be sending you a Private Message momentarily. 

Ayani_VZW
Follow us on TWITTER @VZWSupport
If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

[Mainedad]

I appreciate it but according to the numerous representatives I have spoken to, there are no applicable promotions unless I am a new customer.  I have responded to your PM and hope to hear of a solution, however, I am not optimistic.

[rogerrogerroger]

You dont care about me unless im a new conquest customer.  I have been on Verizon since alltel days and pay them over 2000 monthly between all our plans. I worked out a great deal on a new unlimited plan for my personal lines on friday. I tried call in and sign up today and guess what there is no record of the hour long chat and the offer does not exist. What a terrible company I would never do that to a customer. Looks I'm shopping around.

[Falcon09_]

Suggestion:

There are ways to record phone/text communication with any device. Check your OS app store. Also, before totally calling it quits with Verizon being as though you have made a loyal investment, request speaking with a manager in either the customer service or sales department. I'm only suggesting. At the end of the day. Verizon or any other carrier can not afford to lose any of us. I don't work for Verizion I'm in a totally different industry that requires me to travel all 48 states very frequently. I must have superior mobile network connections 24/7 .

I hope your issues are resolved asap.

[vzw_customer_support]

rogerrogerroger The last thing we want is to lose a long time, loyal customer. I'm sorry to learn of your experience. This is definitely not what we would expect from our Customer Service. What plan were you looking to switch to? I would be happy to help and review the available options. I'm also sending you a private message. Please be sure to respond to it. DoloresK_VZW

[gwil21]

I too am at my wits end with being told to add a line. I have 4 already and do not need another one. What I need is a deal to replace 2 of my phones but verizon couldn't care less. At this point I am searching for a new provider.

[jh505]

SAME!!

[jh505]

New business model clearly incentivises only new customers, not existing.  Nearly every post here has the same experience.   All we are asking for is the same deals as new customers or those adding a line.  We would happily have signed on for another 2 years if given the promotion.  Not a single agent of 5 I have spoke to(including chat, phone, and instore) cares if we leave.  Looks like we will be taking our 4 lines of servece to At&t.

[khi12]

Today Stumble across this thread because I called Verizon to get help with adding new line to our existing account and possibly upgrading our old phones. The warranty phones they replaced me thru their insurance company is glitchy like crazy, it freezes on me constantly just to browse webpage not even playing a game.  Been with verizon for a long time.  Never thought about switching but thinking about canceling all together and going with Tmobile.   Talked to a rep, he sounded pretty dry and careless to keep a good consistent customer.   I felt like I was wasting his time asking about my account.  Time to move on and save some money.....

[vzw_customer_support]

Hello khi12,

You are an important part of our family. We value your many years with us and don't want to see you go. What exactly happened on your call with us that you want to go?

ChristopherM_VZW

[vzw_customer_support]

We would never want to lose you and will do everything we can to find the best possible deal for you.  A private message has been sent to assist you further.

SeanC_VZW

[glitchedpixel]

If a someone ported to Verizon a month before a BOGO deal came out, they'd be in the exact same situation as someone whose been with Verizon for 20 years. Those aren't new customer promotions, those are I needed to add another line and this helps on the equipment cost promotions.

I don't get this mentality of "I've been with company for X years so I deserve free stuff" comes from. First ever phone with Verizon was an LG Chocolate and now I have an LG V30. I'm not getting a discount off the payments. I did get a nice $200 gift card and Google Daydream, though.

Those are the promotions you need to focus  on. Another example is my girlfriend's Pixel that she's getting $10 a month from a Holiday sale and she's a former Altell customer. If a promo requires a new line it's not meant for you nor exclusively new customers. If someone joined Verizon 20 years ago, maybe that new line is for their kid that's old enough for a phone. That situation gives a loyal customer just as much of a deal as a new one.

[MissAlyssa]

Excuse me, no one is asking for handouts.  Obviously this is a business, $$$ comes first as it should in any sales oriented business.  However, Verizon is not the only top dog anymore.  They have real competition now, from real reliable providers ready and willing to incentivise.  VZ should consider the bigger picture. 

[FlyBoy42]

Until today I would have said yes Verizon cares about customer retention. I clearly have been mistaken. I've been a happy Verizon customer for 18 years now. I was never even tempted by competitor offers because I thought I had the carrier with customer service I could count on. Until today that is. Without going into great detail regarding my situation I'll just say a Verizon rep gave me incorrect information during a call a couple weeks ago, information that I counted on for an upcoming purchase. After a chat with Verizon customer service today I've sadly discovered Verizon apparently does not have the integrity I thought they did. I'm not happy about it, but I will be moving on to a new carrier as soon as I have settled on one of the competing offers.

[vzw_customer_support]

FlyBoy42, this is not the stellar experience we want for a long term customer like you. The very last thing we would wish  is to lose you as a customer. Please allow us the opportunity to assist. Are you able to provide some details on exactly what has transpired?

LorenB_VZW

If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

[FlyBoy42]

In a nutshell, I was planning on upgrading phones and adding several new lines to my service and spoke with a Verizon rep right after Thanksgiving with several questions. One of those questions was how long would the current pricing be available? I was told the pricing would be available until Christmas. However when I went to place the order last week it was no longer available. I called Verizon again to ask that under the circumstances I be given the offer, but was told that would not be possible. I would either have to accept a lesser offer or wait until after Christmas when the offer would be available again. Neither of these options was acceptable to me, and my promise to take my business elsewhere didn't seem to matter to the rep at all. So now I find myself with an offer in hand from AT&T which is far better and much less expensive than the original offer from Verizon. Given this experience with Verizon I can't see any reason not to accept the AT&T offer, and will likely do just that this afternoon.

[vzw_customer_support]

FlyBoy42,

I appreciate the added details, and I apologize for the misinformation we provided for you. With any promotions we have, employees are not privy to the end dates, as offers can be extended or ended at any time. To back that up, here is a link to the details on current promos (http://spr.ly/66021Vx5G), which states for each promotion "For a limited time."

Nevertheless, we made a mistake on our end by stating a promotion would go through until Christmas. We wouldn't want to see your 18 years of loyalty go down the tubes, so let's get this addressed. A Private Note has been sent to you so we can investigate this further. Please respond at your earliest convenience.

RyanC_VZW

[Mainedad]

I am not quite sure where you think this has anything do to with porting out a month before a bogo deal.  Verizon just had a bogo deal on iphones for new customers or you needed to add another line for $45 a month.  I strictly use apple devices.  I don't need to add a new line and I am not a new customer, so I couldn't get the deal.  This has been the same bogo deal on apple products that has gone on for the last two years.  There has not been a bogo deal for existing customers over the last two years that did not require a new line of service, however, there have been numerous bogo deals for apple products for new customers.  This is according to the customer service reps looking over my account as well as a simple internet search will point to this.  It seems very clear that pre-existing customers are not the priority.  I am not looking for anything for free, I am just asking that pre-existing, loyal customers be granted the same opportunities to save as a new customer.  Seems pretty straight forward.  Let me put it this way.  I am a customer who only needs two lines.  If I was a new customer who only needed two lines, I would not be asked to get a third line in order to get the deal.  However, as a pre-existing customer, that is exactly what is being asked of me.  This clearly favors a new customer over a pre-existing one.  All I am saying is that there does not seem to be any incentive in being a loyal customer.  For instance, your girlfriend switched carriers to get a deal.

[vzw_customer_support]

Mainedad, I understand the importance of feeling appreciated from the company I do business with. The current BOGO does require a new line to be added but keep in mind our promotion change constantly. We have had some previous promotion where you can get $300.00 off of the devices when trading in. If 2 phones took advantage of this promotion at the same time it would be the same savings as the BOGO for customers adding a new line. We do have a link you can sign up to receive alerts on up and coming promotions. https://forms.verizonwireless.com/dgf/optin/2012/08282012_general_optin/

Rodney_VZW
Follow us on TWITTER @VZWSupport
If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

[meganzplace]

So there is still a problem with trade in options.  If you have kept your phone for more than three years it is not eligible either for trade in on any plan that I look at.  I have two lines with droid turbos and they are not on any list because they are to old.  So because we waited for a deal and there isnt one we are out of any offer Verizon says they are offering.  So once again being loyal has no benefit.