Wireless customer retention
Rimbrecht
Enthusiast - Level 1

Team,

I am a long term, post paid, subscriber with no slow pay history or billing issues.  I have “muscled through” with my loyalty to Verizon albeit the premium pricing and lagging service  levels in some parts of my hometown.  I am interested in pre- ordering the newest IPhone 15 Pro.  I went on its chat feature to simply ask if the rep was empowered to offer me any incentive in addition to their current promotion as a long term customer.  I quoted T Mobile’s advertised promotion.  I did not threaten my business, but respectfully asked if they were inclined to assist.  I was passed to three different reps in a long chat.  I left the chat with two takeaways: 1) Verizon does not have a customer retention culture- Verizon has published significant loss of subscribers in 2022 which has continued into the first two quarters of this year and 2) Verizon does not seem to care about retaining well  established, post paid customers.   Verizon, I am not mad, just discouraged- I feel that my loyalty is not appreciated or valued. 

11 Replies
vzw_customer_support
Customer Service Rep

We're sorry you feel like we don't value our long time customers. We'd be happy to help you look through our deals and help you find something that'll provide you with the best value. Here's a link to our deals page where you can take a look and we'll send you a Private Note to follow up.

https://www.verizon.com/deals/

~Jesse

Cajunmermaid504
Enthusiast - Level 1

I have been a customer of Verizon  for over  20 yrs - before it was Verizon; it was  Alltel.  I too feel like my loyalty doesn’t mean a thing. I have 4 phones and I’ve ALWAYS paid my bill on time. My husband and I are military. We don’t even get the deals that newcomers get. Every time I try to call I get someone who speaks good English, but has no idea what I asking. Last week I called to see why the phone that I ordered was cancelled. They said  “you went over your points. You are at 4.11 and that’s too much..?”  I have no idea what points mean on my Verizon account is. I asked them to tell me  what does that mean, and they hung up on me. Another 45 minute conversation ended with no resolve. . I think it’s time for me to go to a new provider.  It’s been a good run Verizon, but someone else will appreciate my loyalty. 

vzw_customer_support
Customer Service Rep

 

We never want to see you leave us Canjummermaid. We appreciate you! Thank you for serving. Let's review why a phone order was canceled. We will send you a private message.-Joe

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Angie_braac
Enthusiast - Level 1

Same here!  Customer for 17 years and always paid the “extra” for Verizon because the wonderful customer service was simply worth it. We added a new phone line onto our plan the beginning of December. We tried to shut down a landline and port our number over and have spent a total of four hours with agents on the phone. Although the agents are extraordinarily nice, the resolutions have been horrific; woke up to no Internet today and feel that our efforts to remain customers are fruitless. We completely understand the other loyal customers frustrations! 

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Angie_braac
Enthusiast - Level 1

Also should have mentioned that the lack of native English speakers has been extremely hard in trying to find resolutions-a lot is lost in translation. Again, very nice,  just not helpful.

vzw_customer_support
Customer Service Rep

Hello. We are here for you. We will be glad to help you clarify any concerns you might have regarding your account. We sent a Private Message to further assist you.  ~Geo

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Pietro-V
Enthusiast - Level 1

While most of us are not at all fans of  Verizon's billing policies, most of us are seemingly happy enough with the service we receive.

If you already own your phone(s) outright, might I suggest moving to Visible, which is Verizon's own prepaid cellular service. As long as your phone is generally Verizon Wireless compatible and up-to-date, you can bring it to Visible. If you have an Apple (only!) smartwatch, you can bring that for $5/mo. Android smartwatch users are out of luck here (we've been complaining to Visible about this for years!).

For what seems to be unlimited service on the full Verizon Wireless network, WiFi hotspot, and access to ultra-wide 5g where available, I pay $45/month including tax.

I'm a tech specialist and need to have as much access to the Internet and phone as I can get, wherever I go.  I have 2 smartphones. My main phone is on Visible, and my 2nd one is on AT&T.

Really pleased with this arrangement.  You can find Visible (their logo is V*s*ble) at visible.com.

Bpottsi
Newbie

Same issue, I’m a long time customer and even got the Verizon visa a few years back, but two negative in store experiences and one with corporate from my previous upgrade are leading me to look to other carriers.  It’s a shame because aside from the hassles of negotiating upgrades, I’ve been satisfied with the Verizon service.

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SynthpopAddict
Master - Level 1

In my experience from calling CS, I'm pretty convinced that the call center is overseas based upon the people answering all having the same accent.  While I do understand this is a common practice in many companies now because it saves them money, it also means that in Verizon's case at least, it's hurting the level of customer service because the people talking to us customers must only have very limited access to anything related to Verizon...after all, the network is only in the US.  Never mind that the call center people are also working in the middle of their night with the time zone difference?  I don't know about the people on the live chat function or the CS reps who answer forum posts, but it doesn't look like they are able to access much either.

It doesn't help that Verizon store employees may or may not know more than how to set up new service.  If the store employees were better trained to troubleshoot issues or just had more ability to handle more complicated CS situations instead of telling us we need to call a number, would help with keeping customers satisfied.

Re: the post about going to Visible - The one downside to using an MVNO (mobile virtual network operator) service is you'll be deprioritized on the network since all MVNOs are renting space on one or more of the big 3 companies' (Verizon, AT&T, T-Mobile) network.  Visible is Verizon's wholly owned MVNO, so you probably won't get shoved all the way down to the bottom of the network barrel as you would if you were using a 3rd party MVNO utilizing Verizon's network, but you might find your service quality will take a hit somehow.  This is particularly true if you are in a more populated area where there is more traffic on the network.

-------------
I'm not a Verizon employee, just another customer trying to help.
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Britnichole91
Newbie
I too am a long standing Verizon customer. I initially cancelled a line 2+ years ago but I still owed on the device. When I cancelled the line they added the full amount of the balance owed on the device which was over $900. When I contacted customer service they helped me and reinstated the line with the understanding that is was ONLY being reinstated until the device was paid off and then it would be cancelled. I have been enrolled in auto pay for some time for the convenience but for the last payment or so I had to make manual payments due to some unforeseen family emergencies and financial hardships. When I logged into my account I realized that there was not a balance showing on the device in question so when I asked the online agent regarding this they stated that the device was paid off in August 2023. It is currently Feb 2024. The line also has not been used for calls, texts or data in over 2 years which they can easily verify along with the previous notes nor do I have the device at all. I have been overcharged over $300 for something they were supposed to take care of and didn’t even after being requested and the agent didn’t care at all and would not credit anything even after seeing the notes, previous cancellation and reinstatement. The previous agent did not put in the proper request so as the customer that is not my fault nor should I be overcharged for something that can clearly be verified. This is absolutely ridiculous!  Who treats long standing customers like this?

 

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vzw_customer_support
Customer Service Rep

Hello, Britnichole91. Help is here as we always want to ensure we are setting proper expectations regarding your billing. I know this may not be the news you want to hear but regarding your account, if there is an active line, the billing is valid. It is also required on your end to contact us in the event you want to cancel the line as we cannot cancel it upon the Device Payment contract ending unless you contact us. Please let us know if you have any questions on your billing and again, we will not be able to credit services during the time the device was active. 

-Natasha

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