I and my wife have been customers of Verizon since approx 2002. Today, her cell phone (we are both on account) completely died, with remaining factory warranty. I contacted the phone support, who confirmed a hard failure and offered up the option of sending me one in the mail, or swapping the bad phone out at a local store to avoid the mail delay. The operator even offered to check stock at my local stores.in all fairness to Verizon, the phone experience was a 8 or 9 out of ten on a net satisfaction score measurement. However, when I went to the Verizon Signal Butte Store (1804 S Signal Butte in Mesa Arizona) the experience was incredibly unsatisfactory. Speaking with the customer support agent Zee, she informed me that since she was primary on account they could not support my issue unless they talked to her first since we were "changing" the account. I patiently explained that we were not changing the account; I was simply submitting a warranty claim, without any change to contract, type of phone, no upgrade, etc. She said we could call my wife, who happened to A) Not have a phone because I was standing there with her broken phone in my hand B) Had just gotten home (and I mean within the last hour) from breast cancer surgery that day. I explained you can't call her if I have her phone in my hand, and offered to show her the release from hospital to illustrate the importance of getting this rectified so her family could contact her. She was unable to assist, so I requested the manager. The manager, Jeff, who was working at 14:00hrs on 8-6, actually had the same exact argument after he came out of the back room with her. I explained once again the importance of getting this rectified, had numerous documents in my hand showing us both on contracts as long term customers of Verizon, and he let me know there was nothing he could do. I ended up driving home, leaving my cell phone with her so we could call my cell, and drove back to the store to get this rectified. Once they finally called her and gave the replacement phone the original customer support agent was very indifferent to the inconvenience, especially when the entire address book could not be transferred over which was further disappointment. The complete lack of empowerment and ability to make the right decision in the eyes of the customer when the contract was not changing, I had proof and ID that I was on contracts, and a medical bill to show my wife was at home recuperating from breast cancer surgery is completely unacceptable. I will also mention that I asked for a manager on the phone when I was driving back to house the first time, and they never answered, nor did they show their face when I asked for them after returning to the store and being told I would have to once again get on the list for 20-30 minute wait. This is the manager competence that earns you #1 in customer satisfaction??
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