Verizon Wireless - should I file a complaint?

intparent
Sun, 30 Aug 2009 16:46:26 +0000

Complain to the store manager, and call Verizon if that doesn’t work. Just to balance things out, I actually have a very good Verizon customer service story. A few years ago my brother died unexpectedly, and I ended up at my parent’s house using my cell phone for hours at a time to call relatives, friends, make arrangements, etc. The battery on their mobile phone wasn’t up to the task, and I had the only cell (small town…). My plan at the time was very limited (I just used the phone for emergency calls, so it was something like 30 minutes a month).

I figured I would have a big phone bill, but when I opened the bill a month later, it was $1,200!!! I immediately called Verizon and explained the situation. They backdated me to a new plan that dropped the cost to about $60 for that month, and worked with me to figure out what plan I should switch over to (all without extending my contract commitment to them). I was still making a lot of calls to settle the estate, so stayed with the higher priced plan.

About 3 months later someone from Verizon called me and said they had been tracking since my last call, and noticed my usage had now dropped, and wondered if I wanted to downgrade now to a plan with fewer minutes (again, without extending my contract).

I thought it was spectacular customer service, and it definitely increased my loyalty to them (also noticed that my cell coverage was WAY better in all the out of the way places I had to travel to settle the estate compared to my family members on other plans).