Verizon may announce changes next week that could upset many customers.

Verizon is not shutting down locations, but is changing its approach.

Verizon has implemented AI technology to address inquiries, but some users believe the tools are inadequate. There are concerns that customer service will decline further if physical stores disappear.

However, the company is not planning closures at this time. Reports indicate that the company may eliminate up to 20,000 positions and convert almost 200 locations into franchises. While the stores will remain, Verizon will no longer operate them.

Although not a permanent closure, this shift may negatively impact customer experience. Some customers have already voiced concerns about the unsatisfactory support they receive from current staff. Because third-party stores are independently operated, existing problems could be amplified. Retail locations will be subject to the owner's policies, which may emphasize revenue over satisfaction.

How will customers respond?

Verizon is investing heavily in promotions to keep and attract subscribers and requires capital to pay for them. Reducing expenses is one strategy, which the company is pursuing by cutting up to 20% of its staff. The layoffs are expected to affect all areas of the business, not just retail.

However, considering that a primary complaint about Verizon is its customer support, allowing third-party owners to control the experience carries risk. It is unclear if subscribers will react to this new franchising strategy as strongly as they did to reports of complete store shutdowns.