Almost Lost Me, Verizon
ROBGOO5
Newbie

I lost my phone a couple of weeks ago.  I initially suspended service for that line, and started using a spare phone I had.  A few days later, I stopped by the Howell Mill Road (Atlanta) store to inquire about filing an insurance claim and replacing my phone.  The clerk would not give me a straight answer to any question I asked.  All he could say was, you'd be better off just upgrading your phone.  When I asked him if what he was telling me was that buying the insurance was a waste of money, all he said was, "It won't help you now."  I was so frustrated, that I simply left the store without doing anything.

A week later, I went to the Smyrna, Georgia, Costco to replace the phone.  After fifteen minutes of waiting for the clerk to quit talking to a customer about cars, I actually cut up my CostCo membership card in front of the customer service staff.

I decided to give Verizon a third, and final shot at retaining me as a customer.  I currently have 4 phones and an iPad with service on my account at Verizon.  I had decided that should I encounter any issues on my third attempt, I would cancel all of my service with Verizon.  Fortunately, for me and for Verizon, my last attempt was at their Smyrna, GA store at 2540 Cobb Parkway.  Both Caleb and Jamal were up for the challenge.  Every question was answered simply, clearly, and respectfully.  Caleb walked me through multiple options for me.  He took the time to write down all of the figures for service, line charges, trade-in values, insurance claims minus deductibles, etc., and he didn't pressure me into choosing any one solution.  I would say that Caleb is single-handedly responsible for Verizon retaining me as a customer.  Not only did he change me from having deep-seated disdain for Verizon to walking out of the store quite content, but he also inspired me to be as responsive to my own clients as he was to me. 

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Re: Almost Lost Me, Verizon
Acrillix
Specialist - Level 2

That was exceptional service. Great job Caleb and Jamal!

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