Outstanding Service from Verizon!

[BMWGSrider]

Last Friday the screen on my Storm 9530 got cracked when my son tackled me playing around. Storm was in my jacket pocket and took a hit. I was bummed. I didn't buy the insurance because it's something like $8 per month and then a $89 deductible if you use it. Over the course of a year if I needed to use it I would be out of pocket more than the promotional price I paid for the phone. I know the replacement cost of the phone is more, but it just didn't seem like a good value.

There is a local place that advertises cell phone repair. I called and they said they had the parts in stock and could fix it that day. The tech looked at it, said the LCD was okay, and that just the digitizer screen needed replaced. He said it would be ready in a few hours and would cost $69. Never hear from him, called, was told the part they had in stock turned out to be defective. To make a long story short they were having trouble getting the parts and I needed my phone for a trip in a few days. I watched the youtube video on how easy it is to replace, but couldn't get the part in time.

I took my phone into the local Verizon store today. I am the owner and CEO of a fairly large company, and we use all Verizon phones, and my families personal phones, including our kids, are all Verizon phones. We have been with Verizon as a company and personaly for over ten years. I showed the nice lady my phone and she asked for our account info. She looked it up and said no problem, for $50 they will ship you a new phone via two day UPS. Nothing else about our contract changes. Wow! I was expecting at best to get a somewhat discounted rate off of the retail price. I didn't think I'd even get the current promotional rate.

I am not sure if the individual stores have some ability to offer "good will" things to customers, or if it's based on account length and size or what. All I know is that I was extremely happy. I think it shows a lot of appreciation for years of being a customer. Way to go Verizon.

[ChuckH0308]

They will sometimes do "good will" transactions, especially if you're a good customer, pay your bill on time, and have been with them for a long time. Good to hear they took care of you!

Are you hiring by chance? LOL!

[BMWGSrider]

We have some positions open in coastal Washington.

In this day and age I never expect much in the way of customer service as I find it helps keep me from being disapointed. Though we are long time Verizon customers I know we are a small drop in their overall bucket. I know that some companies realize that it's less expensive to keep a customer than get a new one though. I was very pleasantly surprised though. I just got back from my daughers basketball practice. One of the other dads is an exec with Welches, the juice company. I told him about the experience and he said that as a company they use a lot of Verizon phones and have had some similar experiences. The experience stood out enough to me that I'll no doubt tell a few folks about it.

[twester65]

I've had good experiences with the reps at my local Verizon store. I was in one day last summer and the store was absolutely mobbed. I could tell the reps were trying hard to hold it together. But in spite of the conditions, I still walked out a happy customer. I had to send a complimentary email. I hope the rep who gave me such good service got a reward of some kind.

I've also had some very good experiences with phone reps.

[blakeberry]

Every time I have spoke with verizon customer service on the phone, I have had nothing but great experiences. They are friendly and helpful. My expectations aren't that I expect complete blackberry help and knowlege, but just that someone is helpful about verizon service. They come out well with those expectations.

[jc8206]

I agree tht Verizon techs are very helpful with account related or device problems as long as it doesn't get too technical. Verizons big problem though is expenses, their plans are extremely overpriced, and they nickel and dime you on everything. Who wants to pay 30 bucks for BB service and another 30 to tether it? And that 30 only gives you 5 mb a month? Yikes!