Bravo Verizon Wireless: In Awe of the customer service I received for once

I've been a verizon customer for 16 years. I've experienced every type of customer service Verizon has had to offer: good, bad, mediocre, incredible, horrible.
But today I have to say that I am absolutely in complete awe regarding the amazing customer service I received.
Back story: I purchased a Samsung Galaxy S4 in July under a new 2 year contract. In September I dropped an old television I was moving and absolutely demolished the phone. I had an otterbox on it and the phone just imploded. Completely my fault for being such an idiot. I went to the Verizon store to see if anything could be done. I had little faith considering I was basically a little more than a month in on my two year contract. The lady at the Verizon basically confirmed that I was S.O.L, and I was forced to go back to my Iphone 4 that had a broken home button.
Was I frustrated? Yes. Was it Verizon's fault? No. I signed a contract for 2 years, and in America, a contract is a legal document that must be upheld. I never understood those people who were absolutely baffled by the fact that Verizon doesn't allow them to ignore and void a contract just because a new phone that they wanted came out. My hope of going to the verizon store was basically that there would be some discount or promotion going on that would make a new, full retail 4g phone reasonably priced. There wasn't, so out of the store I went with my old Iphone 4 reactivated.
Flash forward to today. My Iphone 4's home button completely broke, and the phone wouldn't lock automatically despite having the setting set for 1 minute. So off I went to the Verizon store again (In boston: washington street).
I was greeted by my new favorite verizon employee Michael.
I explained him the situation, told him about how I demolished my galaxy and was now using a slowly dying Iphone 4. All I did was ask if either A) I could get the Iphone 4 replaced with another 4, or if B) It could get replaced with an Iphone 4s if Iphone 4's were not available, or if there was some trade in program possible. Again, I realized I had a contract to recognize, and was not looking to weasel my way into an Iphone 5 or Galaxy S4 just because of self idiocy.
Michael was very empathetic. He said there was nothing he could really do for the Iphone 4, given that they are not available for sale by Verizon. He then looked at my account history, which got the ball moving towards what would completely shock and impress me.
He told me to hang on for a minute while he went to talk to the manager. He then came back and told me that he was going to contact the regional supervisor, and asked me to wait a little longer. After about 20 minutes of talking on the phone, Michael came back to me and told me that because I have been a loyal customer for 16 years, and never missed a payment, he, along with the store manager and the regional supervisor, would like to make my account eligible for an upgrade today, and void my previous contract for free.
I was shocked. No, I wasn't given a free phone, but I know from past experience Verizon is very stubborn when it comes to contract dates. Absolutely thrilled, I picked out an Iphone 5s.
While checking out, Michael also informed that in addition to the phone, on behalf of Verizon, as an act of gratitude for such loyal service, he would like to give me a free otterbox case, a free Mophie Juice Pack charge station, a free set of screen protectors, free headphones, and a free jawbone speaker system.
I was floored. I walked out with a new Iphone 5s for 199 dollars, and $300+ worth of top quality accessories for absolutely free.
I just have to say bravo Verizon - if you're reading this right now IMMEDIATELY PROMOTE Michael from the Boylston/Washington St. Boston verizon store to a human resource or public relations manager, because never have I felt so cared for by a customer service representative, from any business, in my entire life. And this is coming from a man who considered many a times switching to a new service provider.
Bravo. I was thoroughly impressed.

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To me, this meant $35 for the primary line (which I assumed she meant was the line I already have... the primary line) and $25 for each line I was adding... I wanted to add 2 lines. I interpreted this to mean that I would be charged $35 for my primary line and $25 for EACH ADDITIONAL LINE (There were 2 more)... So in my mind that was $35+$25+$25. That didn't make sense. She just kept pushing and asking if I would like to proceed. I told her I do after I ask a few questions. I don't want to agree to pay for something until I understand it. I told her I was sorry if I was keeping her, she said, "This is an online sales chat." That confused me. I told her that's why I was only communicating with her regarding the sale of the phone... like the COST. I was not discussing the weather or anything. I felt very rushed. Then when I asked how much my bill would be each month, I was told
"As an online sales agent because I don't handle billing I don't have the ability to advise you of the monthly fee with the taxes include."
What? You can sell me something but I don't know if I can afford it?
She told me to call *611.
I'm not saying she was "rude". I'm certainly saying, though, that I did not feel that she was trying to be helpful.
I felt like I had totally wasted my time and I felt like she was aggravated with me. Now, I still don't have phones for my children.

Victoria5653 wrote:
I initiated an online chat today. I already have an HTC Incredible. I wanted to add 2 phones (not smart phones) one for each of my children since school is starting soon. I felt rushed. She was not rude but she was definitely curt. I felt like I was not able to ask questions because when I did it was met with "as stated above", or "do you wish to proceed". I was asking VALID QUESTIONS. I was trying to find out what the fees were. I was not clear on price so I asked again and was met for the 3rd time, "Would you like to proceed?" I told her that I was sorry if I was keeping her but I did not want to agree to something that I was not clear on. I felt so rushed. I was confused by this statement:
"Aubrey: You will have an activation fee for each line $35.00 for the primary line and $25.00 for each additional line. Would you like to proceed with completing an order?"
To me, this meant $35 for the primary line (which I assumed she meant was the line I already have... the primary line) and $25 for each line I was adding... I wanted to add 2 lines. I interpreted this to mean that I would be charged $35 for my primary line and $25 for EACH ADDITIONAL LINE (There were 2 more)... So in my mind that was $35+$25+$25. That didn't make sense. She just kept pushing and asking if I would like to proceed. I told her I do after I ask a few questions. I don't want to agree to pay for something until I understand it. I told her I was sorry if I was keeping her, she said, "This is an online sales chat." That confused me. I told her that's why I was only communicating with her regarding the sale of the phone... like the COST. I was not discussing the weather or anything. I felt very rushed. Then when I asked how much my bill would be each month, I was told
"As an online sales agent because I don't handle billing I don't have the ability to advise you of the monthly fee with the taxes include."
What? You can sell me something but I don't know if I can afford it?
She told me to call *611.
I'm not saying she was "rude". I'm certainly saying, though, that I did not feel that she was trying to be helpful.
I felt like I had totally wasted my time and I felt like she was aggravated with me. Now, I still don't have phones for my children.
It seems that you are asking the wrong questions.
For the 1st question, instead of asking over what the activation fees would be, you should have stated that the primary line was ALREADY active and why would I have to pay an activation fee for something that was already in service.
For the 2nd question, you should have asked what your recurring monthly charges WITHOUT TAXES would be. The sales rep may not have information for all federal/state/local taxes and surcharges which may be applied to your account. This could be vastly different from one customer to another, even within the service area of a single Verizon store.

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turn my phone to send Verizon wireless and those instead of the stuff found. I'm not in charge $600 for the for the phone. I'll talk to multiple customer service reps and nothing has really been done about anything other then we'll keep looking or so for stretching it out. since September I've been dealing with thison a month-to-month basis they cut my services they reinstate me and tell me that they're going to knock off the reconnection charge as I have four lines. Unfortunately my main reason for this phone is my work emails which I need to do because I do work and to contact my mother who is 85 years old and I'm the sole caregiver. I don't know what else to do. I have spoken to a supervisor by the name of William or Will oats in that he said he was going to look into it and was going to help me out. Never heard from him again- just original email to quiet me down. I've been sending him emails just about every day trying to make sure that I get my message across. Seems like Verizon Wireless really doesn't care about the long-term customers. Looking forward to hearing from someone that can help me with my plight.process is faulty for returns. You don't accept them in the stores because as one customer service rep stated you can't get your own employees to send the devices back. Now the responsibilities is on the customer the paying customer the one that keeps you alive. And it's not fair that I there's no way I can prove that I put it in the mailbox. So what are my next stepswhat is it that I need to do to clear up this charge of $600. It's about economy as $600 to me at this very point it's a lot of money. I've been your customer for 10 years I've got four lines I've given will my mothers telephone number home number..number but now she's got to sit by the phone to make sure that she picks up all the calls. And nobody can hear what I have to sayand nobody has been able throughout all these months and check your notes check your notes to see how many times I've called how many time you cut my services how many times you reinstated me and how many times that I spent an hour and a half to two hours on the phone going through this process. I think the stress level is to know thqt I did exactly what you asked...I am now paying the price for your faulty process I'm all I'm asking is review my account tell me what I did wrong I follow your procedure so I don't understand....to top it off...my wife hasa per diem job...and she too is affected by loosing out on work leads...
as you can see, the cel is no longer a commodity. It's a way of life.
PLease se call me at -----just remembered....I don't have a service line.

I have a similar problem with my fathers service, it wasns't $600 but what is rightfully your money, you deserve it back, I wrote this complaint on the Consumer Affairs website:
In August 2014, my son went to Target to get a new cell phone and was told his Unlimited Data would still be on his plan (he shared a line on his grandfathers account). Well it turned out that Target messed it up and my son immediately called Verizon to get it taken care of but they were not able to do anything about the lost unlimited data but the customer service rep did try to find the best offer for him. In the mean time Verizon was suppose to send him a new cell phone, they never sent it and he was without a phone so he took his business to another cell provider. Verizon DID charge him for the new service that they had spoke about. So when the new bill (Sept) came, the service he never used was on the bill and when we called to inquire about it we spoke to a Judy and told us we would be receiving a credit of the amount that was paid. Well, we got the next months bill (Oct) and still no credit, so called them again and spoke to a Nadine ** . She looked into the account and saw the amount that was paid and said she would submit it again for a credit and she would get back to me in 2 days, no call back.
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So here we are today, Dec. 30, 2014, I get the bill...NO CREDIT, call up and get a gentleman in billing, explain this whole thing again and he transferred me over to customer service where I spoke to a Jordan and yet again told him the story. By this time I was fuming, 3 almost 4 months of calling for this credit and he looks into the account and tells me there is nothing that states there is a credit so all the other customer service reps see it but now it is gone. He said he can only issue me a $25 credit to the bill, not even close to what the bill was that I paid. At this point I wanted to speak to a Supervisor and even that was a problem.
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Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

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