Some Verizon reps are making it harder than ever for customers to get what they need. Mobile carrier representatives can often surprise customers with how pushy they can be, no matter whether it’s T-Mobile, AT&T, or Verizon.
But lately, Verizon is being called out for some of its reps focusing more on meeting quotas than actually helping customers, which has led to complaints that these tactics are pushing people away rather than drawing them in.
One Reddit user shared their experience of trying to switch from AT&T to Verizon, something Verizon would likely want to encourage, but instead ended up frustrated by reps attempting to upsell unnecessary services. The user explained, ‘I asked him to quote two lines for myself and my wife, but he insisted he had a better deal for us. He said we could get four lines for $60, which I thought was too good to be true. Then he quoted us $160 for four lines, telling me I could sell the other two lines for $50 each, leaving me only paying $60. I wasn’t interested and just wanted two lines, but he kept pushing the four-line offer. Eventually, I left and went to another local store where I faced the same thing – I only wanted two lines, but the quote was still for four. Are corporate stores less pushy? Also, are deals better online than in-store?’
This post sparked a wave of replies from other users, many of whom explained how internal pressure within Verizon leads to this kind of behavior. One user said, ‘Verizon demands so much from its employees that we have to be pushy. Even at tech support, we’re trained on high-pressure sales techniques, so no matter the reason you contact us, there’s always a sale to be made.’ Another user added, ‘Even care reps are pushed to sell, so no matter who you talk to, they’ll try to upsell you.’
Many users shared similar experiences of aggressive sales tactics, even when they already had what they needed. One user commented, ‘I just added two lines, and they tried so hard to get me to add insurance, even though I already had it through Apple, which is cheaper!’ Another user shared, ‘I upgraded recently, and it was such a painful experience in a corporate store, with constant upselling. I could’ve just gone online, but we wanted to trade in our phones in person and get the screen protectors applied, which was helpful.’
Eventually, the original poster did get their two lines at a corporate Verizon store, without any hassle. However, this situation raises a question: should customers have to deal with high-pressure tactics at non-corporate Verizon locations? No matter where they go, customers should be able to get what they want without the extra push to buy more. Verizon’s name is still on the door, after all.
This isn’t just a Verizon issue. Online forums are full of complaints about surprise charges on Verizon bills, charges that customers claim they never agreed to. Whether it’s reps chasing extra commission or AI-driven upselling gone too far, even Verizon employees aren’t happy with the system. However, Verizon’s coverage is still hard to beat, and its service remains generally solid, which is why many customers stay.
And Verizon isn’t the only one facing these kinds of complaints. T-Mobile has also been called out for similar sales tactics. In the past, we’ve heard from T-Mobile employees who discussed how the company ignored shady selling practices. Some reps even shared the ‘sleazy’ techniques they use in stores to pressure customers.
Not all experiences are bad, of course – sometimes you get lucky with a great rep. But it’s a bit concerning that customers are now hoping they won’t be scammed just by walking into a carrier store.
We reached out to Verizon for comment and will update this story once we receive a response.
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