I moved into my first home two weeks ago and chose Verizon for my home internet since I already had them as my cell phone provider. Unfortunately, from the moment I activated the router, the service was awful. My download speeds dropped as low as 0.05 Mbps, and at times the internet wouldn't work at all.
Over the next two weeks, I spent nearly 9 hours on the phone with Verizon's customer support, repeating the same troubleshooting steps over and over: unplug the router, wait five minutes, plug it back in, wait another five minutes, reconnect, run a speed test...only to be told there was an "outage" in my area that would be resolved within 12 hours. Two weeks later, the "outage" was supposedly fixed, but my internet still didn't work. I'd finally had enough and cancelled my service.
The very same day, I placed an order with T-Mobile and called this store to see if I could pick up my router in person so I could get Wi-Fi set up for my new home's security system and everything else. That's when I was greeted by Felipe.
From the moment he answered the phone, he was friendly, understanding, and eager to help. He told me to come on by and that he'd have everything ready. When I arrived, he got me checked in, grabbed my router, helped me set up my account, and even made sure the router was fully connected and working before I left the store.
Instead of spending hours on the phone getting nowhere, I walked out in about 20 minutes with fast, reliable internet and a smile on my face. Felipe genuinely cared about making sure I had a great experience, and after everything I'd just been through, that meant a lot.
Felipe, thank you from the bottom of my heart. You turned an incredibly frustrating situation into one of the best customer service experiences I've had in a long time. T-Mobile is lucky to have you, and because of you, they've earned a loyal customer. Keep being awesome!
