Normally I am a positive person who enjoys problem-solving but my encounter with VZW Warrington has left me anything but positive. I have been a VZW customer since the early 2000s so in Sept. when my phone started to get "glitchy", I went directly to the Warrington branch. I asked if they could do a diagnostic test, they said no but told me it sounded like a battery. I said I would buy a battery. They told me they no longer carry batteries for the Note 4 and I should go somewhere else to purchase it. I asked them if they knew anyone who carried them. They said no. I asked if they thought Radio Shack carried it and they said maybe.
I also asked, instead of buying a battery, could I upgrade both phones on my line. I was told they had deals on iPhones but nothing on Androids. I I told them I would upgrade 2 Androids and take the additional 2 years to get new phones if they could give me any type of deal since I still needed to make 6 more payments on the other phones. They said no.
So I left Warrington and headed to Radio Shack hoping to find a battery. They did not have a Note 4 battery but they had a SPRINT desk inside Radio Shack with a dealer who was willing to help me obtain a working Android phone. Yet my loyalty to VZW caused me to hesitate to purchase the phones that day.
I called Warrington once again to ask them if they could do anything for me so I could purchase new Android phones because I was having difficulties locating a battery and I still heard, NO. So a week later I found myself at SPRINT making the switch.
I needed to have a final bill to check before paying off the balances and giving the phones to SPRINT for pay off. My VZW online account was shutdown and the statements I received in the mail were only a final bill, not an itemized list. When I called VZW customer service they told me I could get an itemized list at one of the VZW stores. So I headed back again for the 35-minute drive to Warrington only to be told that there was no way possible for them to give me an itemized printout of my account. I explained to them according to VZW customer service that was exactly how I could obtain an itemized list. The VZW employee continued to tell me it was not possible and I needed to call customer service back again. Not that he would call and check but I needed to do it. On the 35 minute ride back to my house I thought of all the ways the Warrington office could have kept me as a VZW customer but didn't. The lack of customer service and professionalism stunned me. When I arrived home I called VZW customer service who confirmed Warrington can and should have given me an itemized bill. The VZW customer service rep found a kiosk 4 miles from my house, put me on hold so he could call them to confirm they could do printouts then told me how to get to the VZW kiosk at Oxford Valley Mall. That is excellent customer service!!! I arrived 15 minutes before the mall closed and the VZW rep Megan at the Oxford Valley kiosk not only printed out the statement but asked if she could help me in any other way. That is excellent customer service!!!
I believe if I dealt with Megan or the VZW customer service rep from the beginning I would still be a VZW subscriber. VZW lost a long time customer due to the horrible customer service at their Warrington office. Maybe Megan could run some workshops for the employees at the Warrington location. Just a thought...
