Who, where, how can I recognize the last Verizon person (John) I spoke with??!?!?!
I have never experienced anything like this before and I have been in customer service for 20 years. I previously was a Call Coach who scored the recorded calls and helped develop performance strategies to improve the client experience -- and JOHN!!!!!!!!! he restored my faith in humanity and at a time I was about to jump ship from Verizon after 15+ years.
I have a Galaxy Z Fold4 that was in mint condition (13 months only) and not even a hairline scratch when the internal screen would go black when I unfolded it and would shut down the phone, sometimes even reset itself--the screen was not cracked or damaged as this experience would not happen if I had the charger plugged it (and it was fully charged). We arranged to have Asurion look at it, which was determined a hardware failure and unrepairable. I called several times on the following days (4 different associates). The first was extremely RUDE and nasty, was supposed to call me back and never did. The second gave me HORRIBLE and incorrect information, the third sent me to the sales teams -- all three kept trying to send me a code to my phone after I explained multiple times Asurion has it and it is not working, then there was JOHN!!!! Empathic, emotionally intelligent, understanding, and honestly felt like he was my cheerleader. We took the Asurion route because this model was completely out of stock at Verizon and Samsung - the hope was it was repairable. After learning it was not, John gently let me know there was not much we could do to replace the phone without stock. I was frustrated as I owed over 700.00. It didn't sit right with him that I was out of a phone, out 700.00, and the damaged phone was not due to my use. He spent the next hour or so looking for something and put in an escalation request, spoke with managers, etc. I left the call that day feeling defeated, frustrated, and ready to take all five of my phones elsewhere. He kept looking through the next day to see if there was something that could be done and HE DID IT, found a phone, and called me to give me the great news. His reaction to helping me was as if he was the one receiving the good news!! I am so grateful as this is my home phone, work phone, etc... I have never been treated in a way that made me want to jump through the phone and hug him, not because he found a replacement phone, but how he cared about my experience and feelings ------ this by far restored my faith in many things. He did not have to do that, he didn’t have to go that extra mile but he did, he made my year! I am incredibly grateful for him and want him to be recognized. I only have his first name, but I am sure you can review my records! He deserved the highest award Verizon would offer!! Please share my gratitude!
