Just trying to leave some (mostly) good feedback!

[StenTheAwesome]

Just wanted to leave some feedback here regarding my recent experience as a new Verizon customer.

I have to start and say my initial experience switching over seemed like a good experience, but over the past few days it became clear that my initial sales rep frankly screwed the pooch. Frankly my next few interactions weren't wonderful either.

Some information given about activation fees was just outright wrong, certain conditions regarding my new phone were not explained right at all (apparently I did not actually have to wipe and turn in my old phone for my promo...oh well...), the auto-pay discount wasn't explained, the phone condition requirements weren't explained, and the additional local fees on the "free" iPad also weren't explained at all, and I left with my Verizon account in an apparently very half-configured state...

So low and behold my first bill (and estimated future monthly bills) weren't anywhere close to what I had been explained.

I called in yesterday and experienced long holds during the call, but ended the call with assurances that the activation fee issues were addressed. Of course, I learned today apparently that representative  didn't actually do anything they said the would regarding credits (which would take "a day" - also not true).

So I went into the store and got a little bit clearer information from a different sales person (although I apparently unfortunately surrendered my old phone for no reason at that time...)

Then to top it all off I went to pay my bill online today and the registration and login experience were just outright broken for me.

BUT...

I called and spoke to one Cindy today and for the first time in this whole process I actually felt I was speaking with someone not just willing but actually able to be helpful and effective.

- We were able to sort through the login issues
- She was able to explain what promo I actually received
- She was able to do what the first representative said they did and I could see the results instantly.
- I wasn't put and left on hold during the call
- She was pleasant, articulate, honest, and and great to work with during this whole process.

Admittedly, I was almost ready to file a complaint with the FCC and cut my losses, but if anyone reads this please hire more folks like Cindy. You'll retain more customers and I'm way more likely to recommend Verizon to others when an employee is educated and empowered like Cindy.

Thanks,

Austin