If you are calling about an existing Verizon Wireless account, press one. If you are calling about setting up new wireless service, press two."
Cell phone options and services change constantly, which is one reason a consumer might call Verizon's 800-526-3178 customer service number. As phones age, owners often want a new one with the latest features. Sometimes, customers might want to adjust their plans to get unlimited data and other perks. I called the Verizon customer service number because I wanted to know if I could get a better deal than I have with my current carrier. I was curious about how much it would cost to switch my phone to Verizon and ask about a family plan.
The automated system answered the usual greeting, welcoming me to the company's customer service line and offering a number to press for Spanish language. The system told me to enter the mobile number I was calling about and press pound (#) if I didn't know the mobile number, to press pound (#). Since I do not have a Verizon mobile number, I pressed #. The automated voice asked me to press 1 if calling about personal service. After I selected personal service, some music played briefly. The voice told me to press 1 for new service, and after doing that, it told me they may monitor the call for training, etc.
Next, I heard "Thank you for calling Verizon," followed by the name of the customer service associate. He asked my name and wanted to know what he could help with. When I asked him about switching to Verizon and if it was difficult, he replied, "That's what I'm here for." I explained why I wanted to change. He was unsure they could beat the pricing but said he thought they could "beat" the other company "service-wise." He asked me whether we wanted new phones and what phone I have now. After I shared that information, he told me what it would cost to get service and that I would need to update my phone. He suggested a phone comparable to mine that might make it easier to transfer my service.
The customer service representative was patient and positive. He was willing to answer my questions and listened to my responses to understand my desire to transfer to another mobile carrier. He convinced me that the service through his company was better, so he did a good job representing Verizon. The call ended with him telling me to let him know if I changed my mind, but he didn't repeat his name or give me a specific number to call to reach him.
Other than listening to the initial automated voice responses, I thought this experience was positive. The customer service associate appeared to know the company's product well and was willing to find a solution that worked for me, which I appreciated. He was not pushy in trying to sell me something but told me what I needed to know to make an informed decision.