Verizon rep – being a long time customer is definitely important, but….

I just got off the phone with a Verizon Wireless representative. I was inquiring about upgrading my phone and what kind of deal they could offer me. I had to revert back to a 5 year old phone due to a recent mishap with the mobile phone I was actively using. The deal they could offer me was … none! Even after I mentioned that I have been a Verizon Wireless customer since 1998 the guys could not  offer me anything, because my number still has 6 months left before it becomes eligible for the “sponsored” upgrade, which of course comes with a mandatory 1 or 2 year contract.

What the heck? I have been a Verizon customer for over 10 years now. I have had Verizon land line numbers, I’ve had Verizon DSL. I have also had and still have multiple mobile lines with Verizon, but apparently none of this is a factor. What happened to customer appreciation for brand loyalty. I can tell you what happened to it. It is gone, if it ever existed! From my experience with Verizon, AT&T, Comcast and other companies, a customer’s loyalty is only tracked as long as that customer doesn’t change their number, address or service. More on that in a future post.

Unlike AT&T we have not ever had any problems with the service, but I do wish Verizon did show back some love to loyal customers when the rare call from them comes.

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