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Great customer service – from Verizon??

September 2nd, 2010 by Troy Newport


Thank you Sofia!

The last few weeks have been frantic– workshops, conferences and fundraisers on top of our already busy schedule.  And in the middle of it all I dropped my phone, cracked the front faceplate and it started acting funny.  I had been eyeing the new Droid Incredible anyway, so I decided it was time for an upgrade.  But the thought of having to go to a Verizon Wireless store sent shivers down my busy spine.  Now mind you, I don’t want to single out Verizon, because  if you mention any telecom or cable company I’m pretty sure you won’t get an overwhelmingly positive reaction from anyone.Thank you Sofia!

First I went to the Verizon Wireless store nearest my home.  I was told they didn’t have any Droid Incredibles in stock but I would receive a call the next day.  The next day came and went and I didn’t receive a call.  So on my lunch hour the following day I went to the Verizon Wireless store closest to my office.  I was told that yes, they had them in stock, but since I was an existing customer they couldn’t offer it to me at the advertised price.  In fact, it would be more than twice the advertised price.  Because I was an existing customer?  HUH?  No wonder there is no customer loyalty any more!  The longer you are a customer, the more you get #&@*$&!

When I got back to the office grumpy and frustrated one of my co-workers suggested I go to the Verizon Wireless store on University Parkway in Sarasota because they heard it was the most helpful location in the area.  They gave a phone # to me and told me to call.  I called the # and talked to Sofia, who apologized for my experience and within a few minutes told me she could have a Droid Incredible delivered to their store without a problem.  And it would indeed be at the advertised cost.  She even called me back to tell me what time my phone would arrive at their store!

What I didn’t realize at the time was the phone # my co-worker gave me was actually for the Verizon Wireless kiosk inside BJ’s across the street from the University Parkway location.  After a detour I finally got to Sofia and we had a great conversation, she was extremely helpful and she seemed to genuinely care about the ridiculous experiences I had at the other stores.  Best of all she helped me get an awesome deal on my Droid–plus a $50 BJ’s gift card!

I highly recommend Sofia to anyone looking for a Verizon Wireless store anywhere near the Sarasota area!

We all tell people about our terrible customer service experiences, so I wanted to take the opportunity to tell everyone about a refreshing positive customer experience I had.  Hopefully this inspires everyone to pay-it-forward and be more active in promoting the good people and businesses that still exist in our world.

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