I just had a great experience with one of your CSRs on the phone after a not-so-great experience with a store-level manager. I left the store feeling as if I was out-of-luck and not important as a customer (especially not as a 5 year Verizon customer in good standing). However, I'm glad I didn't let that experience sour an otherwise great experience with Verizon.
My phone call with your CSR went even better than I had hoped, as I was approved for an early upgrade! My current phone has a definite manufacturer issue, and at 3 months shy of my upgrade date, the deductible on a replacement would cost more than a termination (under the old ETF policy, before Nov 14, 2014).
Her helpful attitude and willingness to go to bat for my concerns definitely restored my faith in Verizon's customer service. I will absolutely continue to recommend Verizon to people. Unfortunately I did not catch her name, but I want to make sure she is recognized for her actions. How can I make sure that happens?
simply posting here will get attention and sooner or later the community with see it and might use it to spread the good words. give it a week, you wiill see.
VZW logs all interactions with customers human and automated. Just call and ask to submit a thank you for the rep you spoke to on x day. They can find out who it was and submit it. Pretty sure a rep said it was called a 360.
whiskeydoc I’m so sorry about your negative experience at our store. Thank you for giving us an opportunity to assist you and for sharing your wonderful experience. It is always a treat when our valued customers share a great experience. We are here should you need further assistance. DeloresK_VZW
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I just spoke with Julie Maclellan from your customer service center and she is absolutely amazing! Assurion changed our protection plan to FL and we didn’t know why. She explained everything and then told us about a My Offer that we were not aware of to upgrade our account to unlimited data. She was kind, friendly, funny, positive and just a joy to speak to. I wish I got to speak with her every time! Thank you Julie!!!!
That is amazing! We love to hear stories like this and the experience our customers have. Other than this do you have any other concerns to address at this time? JasperM_VZW