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KenK/84BravoKenK/84Bravo Member Posts: 12,055 ✭✭✭✭
edited November 2023 in General Discussion

After having gone through about 6 years of calling and complaining to Verizon about my "Lack Of Service," including multiple "Retention Specialists," I was transfered to someone in the Tech Dept. today, that really had their game together.

"Claire" spent about 2 hours total with me on the phone, walking me through switching my older "Grandfathered plan," to an upgrade with a free $350 phone. (Samsung Galaxy AJ23) [I currently have a Samsung Galaxy J5.] Upgraded plan w/new phone went to "Unlimited Talk, Text and Data." Current plan had restrictions, like 2G Data. (Went over last 3 mo. in a row. $20/mo.) New plan bumps me to 5G w/Unlimited Talk, Text and Data at the same price I was paying for an older (outdated) phone and restrictions on data. (W/a new State of the Art Phone.) [Just had to pay tax on it. $29]

We (Claire and I) discussed/agreed that my issue was a "Bandwith issue," not the "Terrain Issue," crutch they have been using for years. (Very much, Time related. Hmmnn..............🤔) New plan increases speed, (5G) Bandwith and New phone, for the same as what I had been paying.

The last "Retention Specialist," I spoke with a week or two ago, sent me a "Wifi Extender," to solve my problem. I was appreciative. I made it very clear I had a Cell Phone and a Tablet. Nothing more. They sent me two, (yes 2) Wifi Extenders. Comped at $250 for one. As soon as I opened it, I realized it had to be plugged into a Router via a phone hook up line. No way was it compatible with what I have.

When my "Retention Specialist" called me back to confirm delivery and walk me through set up, I relayed the problem/incompatibility. "I'm Sorry, I should have realized that." Yes, you should have. Asked for a "Call Tag," to return both. No E-mail in 3-4 days. No "Call Tag." I called back today to have two mailed to me, to return them.

The 1st Idiot I spoke with told me "to just throw them away, if you don't want them." Sigh...........Me - "Let me talk to your Supervisor." Ended up w/Claire in Tech Support. She was beyond phenomenal, super Knowledgable, patient and helpfull. 5 thumbs up.

She also comped me for two months charges for data overages. Told me, "Its right here in your account comments you are due for a "No Charge," phone upgrade and a new plan that suits you better." (Unbelievable.) So much for my "Retention Specialist," A week ago, or the last several I have spoken with.

Also gave me a 50% discount for my Tablet usage.

Beyond thrilled. Thanks Claire. 👍😁

*She is going to call me back in 5 days, (new phone should be here in 3-4 days) to walk me through set up. 🤗

*corrected/edited for spelling/punctuation.


  • montanajoemontanajoe Forums Admins, Member, Moderator Posts: 57,948 ******

    Congrats. Sounds like you got a good deal and much needed upgrade.

  • Lady Rae Lady Rae Member Posts: 1,957 ✭✭✭✭

    Good for you!!! 😻🥰

    "Independence Now, Independence Forever."

    John Adams

  • KenK/84BravoKenK/84Bravo Member Posts: 12,055 ✭✭✭✭
    edited November 2023

    Even a blind Squirrel, eventually finds a nut.

    Been complaining for years. Finally got ahold of the right person. (After years of endless holds, dropped calls and Idiots.)

    (And) I told her (repeatedly,) "After 6 years of calling, I finally have someone that obviously knows what they are doing. I am beyond thrilled. I don't know what you are making, but you need a raise."

    When we 1st got connected (after about 25 minutes on hold,) she toldme several times, "Your cutting in and out, I can't hear you." Yes, hence my call/complaint. 🙄

    *(And) Yes I found I was going to billed for the second Wi-fi extender shipped to me. ($250) "Throw it away if you don't want it." Yes, that sounds feasible, let's do that. 🤔😬😑😒 (Moron.)

  • Mr. PerfectMr. Perfect Member, Moderator Posts: 66,232 ******

    You have 5 thumbs?

    I'll be switching to Pure Talk this month. That company doesn't hate Americans nor does it promote ESG and DEI and all that other woke nonsense.

    Some will die in hot pursuit
    And fiery auto crashes
    Some will die in hot pursuit
    While sifting through my ashes
    Some will fall in love with life
    And drink it from a fountain
    That is pouring like an avalanche
    Coming down the mountain
  • KenK/84BravoKenK/84Bravo Member Posts: 12,055 ✭✭✭✭
    edited November 2023


    Yes, it appears that I do. 🤔😁

    (And) My new phone has an apprx 6" screen, (My Tablet is 10.5") with the three camera lenses on back. Double the Storage/memory. Nice "No Charge," upgrade. Old phone had maybe a 3" screen. Woo Hoo............................................🕺🕺🕺

    *What neither of us understood, (and we talked about this several times.) Is that "It say's here and it is attached to your account, that you have been due a phone upgrade and a better plan more suitable to your needs, for quite some time."

    "Retention Specialists," my *. (Idiots.)

  • austin20austin20 Member Posts: 34,907 ✭✭✭✭

    So many times it is all about getting the right person on the phone to make all the difference.

  • Toolman286Toolman286 Member Posts: 2,975 ✭✭✭✭

    Ken, sounds like the idiots & morons I've dealt with. You're right, it's a bandwidth problem. Our upgraded phones are OK for now but our internet Jet Pack goes in and out.

    Does Claire have a direct number?

    I know, too good to be true.

  • tomh.tomh. Member Posts: 3,818 ✭✭✭✭

    I switched to PureTalk a couple years ago.

    I have the whole family on the plan & it's cheaper with more lines than my old Verizon plan.

    Service is just as good.

    You can choose how much data each line has. Even my kids don't need unlimited data.

    And no games with the bill. None of the old you buy this for a year & we'll give you this for six months.

    Probably not for everyone, but it works great for us.

  • KenK/84BravoKenK/84Bravo Member Posts: 12,055 ✭✭✭✭

    @Toolman286, I had one final request of Claire, before we ended our session. I asked if She (personally) could call me after 4-5 days to walk me through the Set Up of my new phone. (Expected in 3-4 days.) She was more than happy to accommodate me. This, rather than me contacting the Verizon Store and getting whoever.

  • Bubba Jr.Bubba Jr. Member Posts: 8,190 ✭✭✭✭

    Ken I'm glad you found the diamond in the rough. It's very rare anymore that I find a "customer service rep" who can tell their rear end from a hole in the ground. Congratulations.


  • KenK/84BravoKenK/84Bravo Member Posts: 12,055 ✭✭✭✭

    Thank You, Sir. (And) Believe me I told her that, quite a few times in our lengthy conversation. She said "I had made her day."

    I had only planned on calling them in order to get "Call Tags," for the two Wi-Fi Extenders they shipped me. The 1st person I spoke with (after being on hold for 20-25 minutes) said, "Just throw them away if you dont want them." (Uh No.) I was transferred to a "Level 2 Tech Specialist" to get the Call Tags.

    Claire was the one who asked about my Service Issues (at the start of our conversation I was cutting in and out.) and proposed that I get a different plan and a free upgraded phone, that would increase my bandwidth. Initially I thought it was just another Sales ploy but I listened and what she was saying and the questions she was asking made it clear, she knew what she was doing and it made sense "seemed like a no brainer," to me to sign up for a new plan and get the phone.

    I told her that she made all the "Retention Specialists," I had spoken to over the years look and sound like Idiots. She confirmed that by asking if any of them had spoken to me about a new upgraded (no charge) phone and new plan? I replied No. She was blown away by that saying/telling me "I can't believe that. It has comments right here on your account comments, that you are due a new upgraded phone (@ no charge) and that there were new plans that would improve my situation and actually reduce my price, by eliminating Data overage charges." New plan has unlimited.

    I had never received any E-mails from them over the years, about these deals because for the past 6 years, they had my E-mail address wrong. (Off by one digit.) I kinda figured that, when I did not receive the E-mail with the Call Tags I had requested from the last Retention Specialist I was dealing with. (Week and a half ago.) She was nice but clearly did not know what she was doing by shipping me a Wi-Fi extender that was incompatible with my set up. Then Verizon shipped me 2 of them. 🙄

  • susiesusie Member Posts: 7,304 ✭✭✭✭

    Excellent!! Good wifi service makes it so much easier to stay connected to the world without having to go into it. At times it's just too peopley out there.

  • toad67toad67 Member Posts: 13,019 ✭✭✭✭

    Does that mean you will be spending more time here????

  • 4205raymond4205raymond Member Posts: 3,239 ✭✭✭✭

    Ken, so happy you found some light at the end of the tunnel. Verizon has been telling me for over 10 years they will build a new cell tower near my Kent's Store, Va. home. I will believe it when I see it.

    Willie a piss. He is so much fun. We are hunkered down here in the mountains in Delaware County and my daughter is trying to bring me back to life,-------------Ray

  • KenK/84BravoKenK/84Bravo Member Posts: 12,055 ✭✭✭✭

    No, it just means I am not going to get hit with "Data Overage," charges ea. month. ($20/mo.)

    (And) That maybe my ability to do photo posting will improve.

    (But) Your concern is quite touching, Todd. 🤔😉😂🤣😆

  • OakieOakie Member Posts: 40,519 ✭✭✭✭

    Is Clair single??? Does she like Tacos????. Hey, just trying to help out🤣. Got her number??? I can call her for you!!!

    Yeah, Sometimes you just have to keep asking for a supervisor. When I had trouble with my Kimber, every time someone answered the phone, I asked for their supervisor. I did that until I got to the VP of Kimber!!!! She resolved all my problems. Done this several times, with several companies. It really helps to be a PITA sometimes.

  • KenK/84BravoKenK/84Bravo Member Posts: 12,055 ✭✭✭✭

    I try not to pull the Supervisor plug, but you can tell almost immediately if the person you are speaking with is competent or not. If I decide the person I am speaking with is not competent, (i.e. "Well just throw them away, if you don't want them.) I have no problem asking to speak with the next level up.

    In this particular case, it worked in my favor that the 1st person I spoke with (after a 20-25 minute hold) was an Idiot. I asked to be transferred to the next level. (And) Ended up with Claire, a Level 2 Tech Specialist. She clearly knew what she was doing. 👍😁

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