Customer service (new customer)

[johnBlanker]

I have a Master's Degree and work in Higher Education (I.T.). I am extremely tech savvy. 

In October 2023 I contacted Verizon sales over the phone to discuss what deals they could offer me as a new customer.  I was coming from T-Mobile, my wife coming from Verizon Business (work paid for plan).

I was told over the phone & these details were confirmed by another rep over the phone:
I would receive $400 for trading in my Galaxy Note 8. My wife would receive $830 for trading in her iPhone 6. We would also receive two $200 gift cards.  I agreed and proceeded with the transaction. (After calling back because the 1st rep who offered the deal hung up on me and would no longer return my messages). 

Low & behold, when the bill came they refused to give me one of the gift cards and told me my wife's iPhone 6 was worth $10 (after I already mailed it to Verizon).

For 6 MONTHS I have called Verizon with calls exceeding one hour durations. I have been hung up on, promised to be called back, disconnected, transferred to random people, and promised my notes were recorded in the system (they were often not).

In 44 years on this Earth I have never experienced this level of poor customer service. I was eventually able to get both gift cards, but could not get the iPhone trade-in money that was promised to me.

I spoke to Shannon today on 3/28/24 at 10:47am EST. The call lasted 28m 22s and she fixed it. And applied 6 months worth of retro credit to my account. Please PRAISE THIS EMPLOYEE! She is the only rep who helped me in probably about 40 phone call attempts.

It's apparent that the Verizon sales team is detached and operating without rules or ethics. They can promise you anything, and when you get the bill there is no way to reference the sales call.

Being this type of behavior is typical in the industry, I RECORDED my initial phone conversations with the rep. I also recorded the conversation confirming the account promo details with the second rep. This is the only protection customers have. Get a recorder out and RECORD EVERY CONVERSATION with Verizon.

If anyone with authority at Verizon is reading this, please contact me so I can share these recording with you,  provide feedback on what the WORST customer Service is like, how good your employee Shannon was today, and why you have lost a customer for life. Once my 3 years are up, I'm out and will NEVER EVER sign up with Verizon again.