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Cell Phone Service reviews in Troutville

  • D
    Verizon Wireless
    I serve the public safety needs of my community and therefore rely heavily on my wireless device, which allows others to reach me immediately during public safety emergencies and ensures that I receive real-time information relative to national, state and local threats.  The screen of my device failed during the overnight hours and I responded to Verizon store located at 4801 Valley View Boulevard in Roanoke, Virginia immediately this morning?if fact I was the first customer through their doors.  After an inspection of the device, the technician confirmed that the screen had failed and the device could not be repaired.  As a means to restore my connection as quickly as possible, I asked if they could provide a replacement while I was at the store?the technician would not.  Her solution was to have the factory send a replacement phone to me tomorrow.  Still
    trying to reduce the time I was without a working device, I pointed out that my device was eligible for upgrading in April, and suggested that under the circumstances, perhaps Verizon could accelerate the upgrade date by a mere two months.  Here again, the Technician refused, pointing out that ?the rules are the rules.? Verizon was unmoved by what I believe to have been a reasonable and good faith request made by a customer that has been loyal to their brand for at least 20 years.  Setting aside the impact Verizon?s chosen course is having on my ability more effectively perform my duties, their action also requires that I go through the tedious steps related to setting up a replacement phone twice within two months.
    I recall Verizon?s early years, when they very clearly focused on professionalism and truly exceeding the expectations of their
    customers.  To draw such an absolute hard line in this instance is indicative of a company, which having attained great
    success, finds itself bloated and less concerned with individual customer experiences; perhaps Verizon now finds it more cost effective to disregard its customers? individual circumstances?perhaps my problem just doesn?t fit the Verizon
    business model anymore.  Just one more thing.  Without letting me know that I had options as to where to mail the replacement device, the technician used her tablet to send the order to the factory, having the device delivered to my home
    tomorrow after 9:00 AM.  Will I be at home?  No, I?ll be at work at 9:00, so I asked her if she would have it sent to my work instead, again so I could cut down the time I would be without my device; you guessed it, ?no can do, once the order is sent in, the mailing address cannot be changed.?
    Things break and I get that.  I would have liked the device to last me until the April upgrade, but that?s alright?I?m not upset at the inconvenience of having the device fail.  What I?m upset at is the unreasonableness and complete disregard I have been shown. 


    - Danny M.
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Cell Phone Companies in Troutville

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