I have been a customer of yours for 15 years. Your phone service has been exceptional (I've gotten reception in national parks when no one else seems to be able to get a signal), your prices have been competitive (until I recently upgraded from a basic phone to a smart phone), and I never had to contact customer service until recently. Before I had to come into contact with your amazingly inept customer service agents, I would sing your praises to anyone who brought up cell phone coverage.
Now I warn people. Sure, Verizon may have pretty darn good coverage, but stay far far away from them if you want to keep your sanity. Verizon's customer service agents and sales people are deceptive, incapable of simple logic, and they lie just to shut you up.
So there you have it, Verizon, eleven specific examples of how your customer service has failed me in less than a month's time. Now, I am only one customer. You have undoubtedly pissed off many many many more customers in the same amount of time, and lord only knows how many times per customer you have failed. T-Mobile is not at all hiding its campaign to try to steal your customers (http://www.t-mobile.com/offer/switch-carriers-no-early-termination-fee.html). Verizon, shape up or see your stock plummet.
I hope to hear about how you're going to improve your customer experience. I don't want any more apologies. I've heard so many apologies from you but they really don't mean anything without an action behind it.
One of your many disgruntled soon-to-be ex-customers
P.S. Instead of offering promotions such as the 500mb data free for a year, I'm sure customers would much rather see real money, like in the form of credits on bills. Money speaks louder than your lousy promotions.
8. I get a 21% discount through my employer. We got this discount when on the family plan with my sister, so I asked if I could just roll this discount over to my new plan; I didn't really care one way or the other whether they removed the discount from my sister's plan or not. They said no, I have to validate my employment again and it will take 1-2 billing cycles for it to show up. And no, they can't take it off of her plan even though she is not employed by the company that is getting us the discount. So Verizon would rather just lose money by giving someone a discount they're not entitled to…???
9. Since it takes 1-2 billing cycles for the employee discount to show up, I asked a Verizon rep if I would be able to apply the discount retroactively to the bills that it didn't show up on. I kid you not, he said "It depends on who you talk to." Verizon, you need to have a policy in place. The answer should be either yes or no. If you do have a policy in place, your reps don't know about it. Perhaps they need better training.
10. After my employment was validated for my 21% discount, I inquired whether I can have this discount retroactively applied. The rep flat out said no, but she can give me 500mb of data free for a year instead. I looked up the price per month of 500mb of data on the More Everything Plan. It's $20/month. I have absolutely no trust in Verizon so I didn't want her to touch my plan, plus I don't need more data, and we all know you get nothing for free with Verizon, so I told her no, I don't want the free data. I just want a credit of $14.70 (which is 21% off of my $70 data plan) on my next bill. Even though what I was asking for was cheaper than what they were offering me, she still said she is unable to credit me $14.70. Verizon, what the hell?!
Verizon does have a policy. They will not retroactively apply a discount to your account.
Well that's great Verizon has a policy. Their reps should know it and not tell me it depends on who I ask.
Michelle, yesterday I sent a request to follow you, per the directions of how to direct message someone. From what I understand you are supposed to follow me as well so we can direct message each other. Please let me know if I am not understanding this correctly.
Nah, you have a grasp of the correct way to DM. You're doing it right. It might just take some time to get a response.
Hey, Michelle, the longer it takes you to get back to me, or for my promised $50 credit to finally show up, the better other carriers are looking...I just looked at Sprint today...Sprint Half Price Event.
To the OP. What plan do you have and how much do you pay for it? Is it by any chance unlimited data? If so, stay and deal with the not so good CS. I hate to say this, but if you go onto the Sprint forums, you will see similar rants and raves about their CS. I suppose it all depends on chance as to who you talk to. I like you know that Verizon has great cell coverage. Sprint, on the other hand, though it be cheaper will come with like I said. The same good and bad CS. But also, much worse coverage. But, if you don't go many plces and their coverage is good where you do go, then I would go. And I belive I stated before, TMobile will pay your ETF off for you. I belive.