Has Verizon given up on the customer experience?

[SCOPAT22]

What has happened to customer service at Verizon? When we left Alaska and moved to the lower 48 I was shocked how incredible  the customer experience was with Verizon. The last year or so something has changed. When I called to look into unlimited data the sales agent pushed me to take a military discount even though I explained to him that I am not in the military. His supervisor then told me he would call me back in a few months and see if we could get a better rate at that time but he never called back. We bought all new phones and cases and screen protectors. My wife's phone turned out to be defective. We went in to the Verizon store and the agent sent the phone in and told us we would receive a new one in the mail. The phone we received back was not new it was refurbished, and no $50 screen protector. We didn't even notice that the screen protector was not on the new one until the phone was dropped. The screen and digitizer were damaged. Again we went in to the Verizon service center wanting to know where our screen protector was. The agent said that it happens all the time and that him and his fellow agents should probably check the phones before sending them out. So now we have an $800 brick because a Verizon agent didn't do what he "probably" should have done

[glitchedpixel]

So you're throwing thousands of reps under the bus because of 1 location?

[deloused]

You're expectations were incorrect. In all 50 states with every wireless carrier the device warranty replacements are always refurbished and do not include accessories like screen protectors or anything else

[SCOPAT22]

I'm not throwing anyone under the bus. Customer service over the last year has dropped considerably. It's not just one agent, it's been every agent I have interacted with over the last 12 months.

[deloused]

There definitely can be some bad agents out there. To be perfectly honest however, if there's been an issue with EVERY agent you've interacted with over an entire year it's not them that's the problem it's you.

[SCOPAT22]

Thank you I understand this now. I have never in my life had a phone that needed to be replaced and when an agent tells you if there's a problem they will send you a new phone I expected a brand new phone. Not a new to me phone. That not even really the issue here though. The agent doing the warranty on the phone could have easily taken the over priced tempered glass that they sold me, off of the 2 month old phone and reccomend we save it for the new phone instead of just tossing it in the box. The next agent even admitted that they should probably do that.

[SCOPAT22]

Thank you so much for your help. I dont know what I would have done had you not come along.

[glitchedpixel]

There's no guarantee that screen protector would have been usable a second application. Also no guarantee that screen protector would have fit another model phone either.

The 6S is an old phone. lt's unrealistic to expect a new sealed in box 6S replacement (or a model up for that matter).

Just an FYI, I know agents that read these forums and I'm not surprised the underapreciation leads to a decline in service.

[SCOPAT22]

I agree that the screen protector may not have been able to be used a second time but the model I purchased at the agents recommendation offered a warranty so that if I wanted to send it back they would replace it for life.

The phone was a brand new S8. I'm not sure where the S6 came in?

As a call center worker myself, I treat other call center workers with the utmost respect and dignity, as I know what it is like to have angry customers on the phone all day.  

As I said originally, for the first several years the customer service was fantastic. Something has changed in the last year and it seems like the agents I have spoken to just don't care anymore. 

[vzw_customer_support]

Hi Scopat22, 

We want every experience in the Verizon Wireless store to be amazing and accurate. Sorry to hear that this is has not been happening and I can certainly understand frustration with so many issues. We want to help. How long did you have the Certified Like New device before you realized that there was no screen protector on the device? Did you or the store mail back the original device that was experiencing issues with the screen protector attached? Can you tell us more about what is happening with your plan? 

Thanks,

Pamela_VZW
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