Customer Service

[Nani5]

Subject: Feedback on Recent Customer Service Experience

Dear Verizon Customer Service Team,

I hope this message finds you well. I am writing to express my concerns regarding a recent experience I had while seeking assistance with my device.

I first spoke with Lisa, who was pleasant and polite; however, the call lasted nearly 50 minutes, and it was evident that she may be new to the role. I was seeking clarification on the pros and cons of filing an insurance claim for my iPhone 11 Pro Max versus upgrading to the iPhone 15 Pro Max. While she acknowledged the lengthy call and apologized, the delay was concerning.

Next, I was connected to a representative from Asurion, whose name I did not catch. Although she was helpful, after approximately 30 minutes, she was unable to process my claim and decided to transfer me to a supervisor.

This led me to Michael, who repeated the same questions I had just answered. He attempted to guide me through unlinking my phone from "Find My Phone" to facilitate a replacement. Unfortunately, the steps he provided were incorrect, resulting in the loss of all my data and a dropped call, leaving me without service for about 20 minutes while my phone reprogrammed.

Finally, I spoke with Adam, who was the most knowledgeable and helpful of the representatives. However, his assistance was limited to ensuring that my phone was processed for shipment and advising me to call back after my phone finished downloading.

In total, I spent approximately 2.5 hours on the phone with Verizon and an additional 30 minutes with Asurion. As a loyal customer of 17 years, I find this level of service to be unacceptable. It is vital that your team is equipped to handle customer inquiries efficiently and effectively.

I appreciate your attention to this matter, and I hope to see improvements in your customer service protocols in the future.

Sincerely,
Nicole

[vzw_customer_support]

Hello Nicole, we are truly sorry for your recent experience. Our goal is to consistently provide world-class interactions. Your input is taken seriously, and your voice will be heard. Verizon always looks to improve.

Thanks for the honest feeback and for being the best part of Verizon.

~Gilbert