For seventeen years, I considered myself a loyal Verizon customer. My initial switch to Verizon was actually because of their reputation for excellent customer service. Back when I was with T-Mobile, the in-store support and the helpfulness of phone representatives for my parents were standout features that convinced me to change providers. Fast forward seventeen years, and it’s disheartening to say that the customer service landscape at Verizon has drastically changed for the worse.
Trying to speak with a real person on the phone now feels like a monumental task, requiring a significant time commitment and navigating through numerous automated prompts. On three separate occasions, when I finally managed to get through, I was connected with call center representatives located outside of the United States. While I have no issue with outsourced support in principle, the representatives I spoke with seemed unable to grasp my straightforward questions or provide relevant assistance. Instead of helpful solutions, I received irrelevant information and felt like I was being given the runaround. Even attempting to call my local Verizon store proved futile, as the automated system simply redirected me back into the same frustrating loop.
This entire situation is incredibly disappointing and, in my opinion, reflects the current state of Verizon’s customer service. Due to these consistently poor experiences, I have made the decision to switch to AT&T, moving all eight of my lines away from Verizon. I am also working with my company’s procurement team to remove Verizon as a business provider. Despite several attempts to address these issues with Verizon directly, it became clear that there is a lack of concern regarding customer retention.
If your experience is limited to Verizon, I strongly encourage you to explore other mobile carriers. Many now offer comparable network coverage, and in my experience, their customer service is significantly better. It might be time to see if a competitor can provide the level of support that Verizon once promised but no longer delivers.
