Verizon Wireless Customer Service - More like customer dis-service
August 4, 2008 @ 9:14 pm | Comments (27) | by Ross Johnson
Now normally I am not a huge fan about blog complaints about companies, I would rather write informational content and I believe in second chances. Having helped companies on the other end of the spectrum (dealing with reputation management), I don’t want to potentially abuse any potential power/influence through a blog post.
However, Verizon Wireless has disgusted me with in a matter of 4 days of getting their service.
Day 1
Bought the LG Voyager, came with a kit of equipment (holster, bluetooth, car charger), purchased the most expensive plan at unlimited data, txt, minutes, etc…
Day 2
Went to call customer service to port my old phone number over to the new phone. Can’t find the customer service number anywhere. It is not in the phone, or in any of the books that come with it. I had to call the billing phone number and get transferred.
Representative asks me a few questions regarding my information for the porting process. Tells me she needs to transfer me to the “porting center” to complete the process. Transfer is messed up and I get kicked back to the main menu. Upon getting a hold of a new representative and explaining the situation, she says my port went through and that with in 2 hours or 2 days the phone will stop being able to make out going calls and all I need to do is hit *228 to activate it. Fair enough….
Day 3 / Day 4
Number doesn’t transfer over, no big deal…
Day 5
Decided that the Voyager was not for me. Not great with e-mail, no real good applications to read books, RSS feeds, etc… Plus it keeps telling me that my applications have “expired” and that I need to pay to reobtain them? (My e-mail has expired?)
No problem, the Verizon sales person told me I could change the phone with in 15 days if I don’t like it. Great!
Head to the mall to replace it, wait 20 minutes in line because there are three people before me that need help and one sales rep. Great staffing…
Rep tells me they are out of blackberry curve phones and to visit a new location, fair enough.
Drive down to the new location where there are three sales reps and three people ahead of me that need help. I wait 30 minutes while they take their time helping customers, spending long periods of time in the back room “transferring numbers” while I and the long line behind me wait to actually get help.
The customer behind me comments “I hate coming in here, I always end up waiting 30 minutes. Sometimes I come in here and people are just standing around not helping customers.”
A customer at the front desk being helped mentions “I was in here the other day and they were helping new customers over existing customers.”
When I finally get my chance to go up, I explain my situation. I am told right off the bat that there will be a $20 activation fee for switching phones… great, was never told that– but whatever.
While looking at the receipt she notices that the phone clip that was part of my original package was actually rung up as phone case and she can’t return it. I will have to exchange it back at the original Verizon station. Great…
Additionally I am told that I can only switch the phones once, am I sure that I want this phone? Well after 45 minutes worth of waiting I hardly want to spend more time nit picking over phones and asking questions, especially with 4-5 frustrated people in line behind me, one of which only wants to pay her bill. So I agree that it is indeed the phone I want.
The rep starts trying to switch the phone over, pauses while staring at the computer and says “Why are you doing this to me?”
Turns out that because my phone number was never switched over, it has a future dated order and she can’t switch the phones.
To try and fix the situation she calls up the customer service phone porting number. The representative who answers the phone asks her a few questions, before she puts the headset down, puts it on speakerphone and says “The phone is hurting my ear.” At this point we are trying to hear and talk to the phone-rep while two other in store sales reps are asking and talking to the other customers in line. Great…
The rep informs us that I was never put through the “port confirmation” process. After I go through this process I will get a text message with in 2 hours to 1 day that will confirm the port has completed. So much for the information I was told on day 2 regarding the phone not making calls and activating it.
I ask why I was never put through the confirmation process or why I was told conflicting information she simply reads off why I need to go through the port confirmation process again.
After going through the port confirmation process the rep comes back on and asks me for the password for the previous carrier account… a password I don’t have with me. With out that password we can not port the number, I can not switch phones. At this point it would be an hour wasted.
Keep in mind it has been clearly explained several times at this point that the reason we are calling is so that I can exchange the phone. I have to bring up and ask if I can simply cancel the port. This of course sends the phone rep into a whole speech about how I could get a new temporary number, and port the number later.
The in store representative has to ask why I can’t just keep my existing temporary number and port it over later, to which the phone rep again goes off and talks about how I can cancel the existing temporary number and get a new one.
Meanwhile I hear a customer next to me get asked if they would like to consider upgrading their minutes when their service is up next week, to which the customer responds “I am NOT going back with Verizon.”
We finally sort out that I CAN in fact keep my existing temporary number and just cancel the port. The in store representative hangs up on the phone rep before she can finish her “end of call speech” about what we did and what I can do if I have any more questions.
At this point it had been over an hour and the store was closing, I was the last customer in the store. They lock up, and my representative worked on setting up and activating my blackberry.
While waiting for the activation my representative pauses to try and smash an ant on the wall with a stapler. She comments “God I can’t wait for Orkin to come next week.” One of her co-workers says something, and she responds “I think they are coming out of the bathroom.”
Another co-worker answers the phone, sounds like her boyfriend. She says “I am still at work” and hangs up. The rest of the workers begin joking around about significant others who call at work, and other personal life related gossip.
Finally I am given the activated phone, a mere hour and twenty minutes later.
More food for thought, last Friday Nicole whole is also on Verizon went to have her phone numbers transfered from her old phone to her new phone… They accidentally erased all of her numbers on her old phone. Their consolation? Waved the $15 transfer fee… wow.
Even more food for thought… I went to Jimmy Johns for dinner next door after Verizon Wireless, they had me paid, my sandwich made, and me out the door in less than three minutes.
It is unfortunate that the state of the wireless industry is at this level. If you talk to anyone with any service they are not completely happy. Additionally in talking to other marketing professionals I have learned that all of the phone companies are competing to switch customers over from each other, there is NO focus on retaining existing customers.
This means that all they care about is getting you to sign that two year contract, who cares if you are happy after that. Who is going to spend the cancellation fees?
I plan on contacting Verizon customer service and telling them my story, I will post any updates here. Has anyone else had good / bad experience with Verizon, or any other wireless carrier?
Update
Verizon, in it’s efforts to continue to want to keep their customers dissatisfied has again treated me horribly. Upon calling again to get my number ported over, I am given conflicting information again from the Verizon representative. They now state that it will take 72 hours, and they are going to mail me a consent form. Uhh ok… upon questioning this situation I am transfered over to 3 different people, all who ask how I need help and forward me on to the next person.
When I get someone who seems to be able to help, he tells me that I can confirm over the phone. I go through the steps to confirm, and again I am not asked for a pass code. This representative states I don’t need it and that I will get a text message with in 1 hour to 1 day.
Alright, fair enough. I have had enough of this, and call to speak with a manager.
The first customer support representative I am connected to interupts me half way through me explaining why I want to speak with a manager laced with attitude asking “Sir, you have only had the service for 5 days, you haven’t even recieved a bill, what problems could you possibly have?”
I explain… and she puts me on hold to talk with another manager. I am placed on hold for 15 minutes, where manager “Justin” comes on the line where his tone pretty much sums up that he couldn’t care less. I explain the situation and he tells me “I am sorry, we can offer you a $35 credit to your account and forward a complaint to the store.”
Um, $35 at this point is an insult. I have wasted ten times that in billable hours. How does a complaint to the store help me at all?
I explain this, and he says “I can’t do anything but offer you a $35 credit.” Despite telling him that I am extremely dissatisfied with the service, and am prepared to tell anyone NOT to go with Verizon in addition to the fact that I just signed up for a $3,600 contract over two years, he failed to make any effort to change my opinion.
This means either A) Manager Justin is not fit to be a manager, or B) Verizon doesn’t give their managers enough power to actually correct issues that have caused great customer dissatisfaction.
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COMMENT Verizon Wireless Customer Service - Shape up or ship out?
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Posted on 08/04 10:57pm
COMMENT Verizon Wireless Customer Service - Shape up or ship out?
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Posted on 08/04 11:00pm
COMMENT Andrew Miller
That situation sucks, what a waste of time. It all seems to depend on who you are working with in the store. If you get a pro, you’ll be out the door in no time. If you get a trainee, clear your calendar because you’ll be there for a while. I’ve been with Verizon for over 5 years, multiple contract renewals, new phone purchases, adding/removing lines, calling plan changes, etc. I try to do it all over the phone because their call centers are better and I can multi-task while on hold.
There have been some rough moments: long lines at stores, understaffed stores, lack of communication between departments, lack of organizational/procedural knowledge by the sales staff, and some small fees that I’ve had to debate and get credits for.
All in all, over a 5 year period, I would give them a 7 out of 10 for customer service. All of these rough moments were handled and sorted out eventually. I kind of feel bad for them because they get called out so often, but really I blame Verizon as a company for not training salespeople well enough to know how each process works. Maybe they need to streamline their processes.
As annoying as these inconveniences have been, I’m still convinced that Verizon has the best signal coverage for any phone service. Besides, they could never be as bad as Comcast
Posted on 08/05 12:17pm
COMMENT Andrew Miller
One more thing, I would also recommend that if you are a Verizon customer, call and ask if there are any better plans for you based on your average usage. A few months ago I called to activate my wife’s new phone, they told me that we were overpaying b/c she wasn’t using all of her minutes or texts. Also, they told us that our corporate discount had been increased.
I called to activate a phone, but ended up saving $30 a month in the process! They are on my good side for a while until next May when my current contract is up…then it’s iPhone or Android time, baby!
Posted on 08/05 12:20pm
COMMENT Verizon customer service, a model of how not to do it? » Small Business Tips
[...] Verizon Customer Service - more like Verizon Customer dis-service. Sometimes the best way to learn how to improve your business is see how other people do it wrong. In this case Verizon proves that customer satisfaction is the last thing they care about. [...]
Posted on 08/05 7:01pm
COMMENT Andrew
When they say manager they mean someone who stuck around for a year while the grunts rotated out to work at McDonalds and who has become a manager either by default or because his calls got ‘quick-killed’ more often than someone elses.
The only time they offer a better deal is when you are already out the door. That is why their best sales people are on the cancellations line.
Posted on 08/07 1:58pm
COMMENT Amanda
I work for Verizon Wireless Customer Care and most reps like myself would take great offense to customers such as yourself categorizing every rep and making every rep sound uneducated, uncaring, and unwilling to help. Yes, I do understand that there are reps that just don’t care and are only there because they need a job. But there are reps such as myself that come into work everyday with a smile on my face and come to work to help people and do help people from start to finish. I have had more than a few handfuls of people that initally call in to cancel their service, and by the time I get done with them, decide not to cancel their service and usually request to speak with a supervisor to let them know that I do take the time to explain things and fix things to the best of my authority. I’m sorry that you feel the way you do about Verizon customer service, but in a recent survey, Verizon customer service was ranked #1 in customer service by JD Power and Associates. I wish that customers wouldn’t take their equipment/billing problems out on representatives that are sincere and that are really trying to help.
Posted on 09/05 4:22am
COMMENT Amanda
I work for Verizon Wireless Customer Care and most reps like myself would take great offense to customers such as yourself categorizing every rep and making every rep sound uneducated, uncaring, and unwilling to help. Yes, I do understand that there are reps that just don’t care and are only there because they need a job. But there are reps such as myself that come into work everyday with a smile on my face and come to work to help people and do help people from start to finish. I have had more than a few handfuls of people that initally call in to cancel their service, and by the time I get done with them, decide not to cancel their service and usually request to speak with a supervisor to let them know that I do take the time to explain things and fix things to the best of my authority. I’m sorry that you feel the way you do about Verizon customer service, but in a recent survey, Verizon customer service was ranked #1 in customer service by JD Power and Associates. I wish that customers wouldn’t take their equipment/billing problems out on representatives that are sincere and that are really trying to help!
Posted on 09/05 4:24am
COMMENT Sabrina
I too work for Verizon Wireless. I am a customer service representative in a store and more often that not I hear, “The phone you sold me is crap, but i’m not trying to take it out on you.” This attittude is very hard to ignore when my job is to satisfy your every need. There are defects and the manufacturer is very well aware of them, but there is only so much we can do in the store for customers. I could only hope consumers would understand that they are purchasing small plastic pieces of telecomunicating equipment, they are not perfect and if you drop them or get them wet they will break. I work with other customer service reps that take every measure possible to keep customers from leaving our store upset or disatisfied, but there are times this can not be avoided. A phone is an investment, a lot of people use it for business so I understand why they would get frustrated when it stops working, but coming into a store and threatening to cancell your five family lines is really not a valid motivator for the manager to break the rules for you. Customers need to have fair expectations about teir equipment and not get offended when we try to tell them that the best reason to buy a Blackberry is not because it’s cute, but because it meets their specific business needs. I’m sorry if you haven’t had the best experiance with a rep in a store or over the phone but some of us work very hard not to let angry and sometimes threatning customers keep us from giving you the best service we have to offer. You may deal with a phone issue for one or two hours, we deal with them 40 plus hours a week.
Posted on 09/07 3:22am
COMMENT ross
@Amanda - Good for you, you should be promoted or train the rest of the staff. Like it or not, I and the rest of Verizon’s customer base pay your salary. As a customer giving hard earned money to your company every month I have a say in how I feel I should be treated.
I gave managers and service reps plenty of chances to change my mind, and they never made any effort to do so.
@Sabrina - Sounds like a different issue. If you don’t like your job in customer service I would find a different line of work. That is what you will encounter in any customer service job on some level.
Posted on 09/07 5:20pm
COMMENT ross
To both of you, I would note that blaming a customer (or customers) for the customer service problems, or telling them that they are wrong (the JD Power comment) is hardly a way to handle a customer service issue. In fact it is likely to make people resent the company even more.
As a business owner I understand where you are coming from, but many would take those responses as either “you have no reason to be upset” or “it is your fault that you had a bad experience.” Such messages make me think that maybe I should use a phone service that understands my needs. Verizon apparently doesn’t?
Posted on 09/07 5:23pm
COMMENT tomj
Verizon is probably the worst carrier to deal with. After you sign the dotted line the customer service goes out the door. Plus they are super expensive for what you get. I dont miss them at all and save 50+ each month by not having them.
Posted on 09/08 4:18pm
COMMENT cindyk
I’m on verizon for both cell and broadband access and both times I’ve had to spend hours and hours trying to get to the right person who could finally help me. By that point I’m ready to cancel, announce to the world that VW sucks, etc… yes, the people who are finally able to help are very very good, but why drive customers completely batty before helping us? I spoke with a “customer service” rep re: broadband service and not only was blamed for excessive usage and insinuated that we must have been gaming 24/7 but said that they didn’t have to do anything about cancelling and that anything they did at all for us would be a courtesy only. We are not gamers but if we were, customers shouldn’t be blamed for it. I work in customer service too and I agree with the person who said that blaming the customer doesn’t win them over. I know quite well that you’re dealing with it 40 hours per week, but if you can’t deal with it, get out. FYI, streaming radio stations to be better informed is probably using up too many MB–stay stupid and shop instead. I’m not sure who their market is but broadband service is useless for anyone who streams or watches youtube, even a few times per day. We are probably going to stick out the contract, then I’m moving us out of here.
Posted on 09/14 2:28pm
COMMENT Jen
Oh verizon customer service, I too bought the LG Voyager recently, only (I repeat ONLY) because I managed to talk a CSR down to selling it for $49.99 after an instant $50 rebate. I just received a bill for the phone - for $158.99. When I called to inquire why the price was so much higher than what I had agreed to pay I was told that they didn’t have a record of anyone telling me that I could get the phone for that price and that they were sorry, but that’s just the way it was. After going up to a “supervisor” who was unable to offer anything more than a half-hearted (I think you might be lying) apology I was told that there was no one who could help me and even though the conversation had been recorded there was no way to look up what it was about, even though they were able to confirm that I had indeed made several calls around the time to confirm pricing. Needless to say, after my arguing for close to 20 minutes and my husband finally threatening to take our service elsewhere the “supervisor” reluctantly agreed that he could drop the price down to $58.99. Is it my fault that no one took notes of the call, even after I asked repeatedly for them to confirm the price of $50? According to Verizon, it most certainly is.
Posted on 09/15 2:13pm
COMMENT Geo
Contrary to what the Verizon employees have replied poor quality service is part of the American corporate model that is propagated by the corporations being inundated with MBA’s. In MBA school you will NEVER hear any talk about “customers” or “service”. Customer service reps for all corporations, not including the wonderful Mom & Pop businesses of course, are specifically trained to do what they do. The long hold times are part of a plan to get customers to hang up so the complaint doesn’t get through. The reps are trained to avoid putting you through to a supervisor and talking to someone in management is impossible. None of this is a mistake, it is a deliberate part of the plan.
The best indicators of bad customer service are:
The harder it is to get someone in management the worse customer relations are. This is so the customer cannot tell management how things really are.
If the product involves a contract the primary reason for the contract is to prevent the customer from leaving when experiencing the inevitable poor customer service.
If support of farmed out to an overseas location the reason for that is because it is cheap not because it is good.
So, the type of things people complain about is not accidental regardless of how much they apologize.
Posted on 09/18 7:16pm
COMMENT Dee
Verizon customer service is the worst I have EVER encountered. Absolutely every agent (but one out of 7) has been either snotty or stupid. The stupid ones gave me the wrong telephone number when I reactivated my phone on my data loop line, (the nice rep couldn’t believe how stupid they were either!) This resulted in my giving out a new number that no one could call me on!
I had to go through a verification process, which, after trying to get through their automated system, you are already frustrated. I spoke to the rudest rep I have ever encountered, I ended up screaming into the phone telling him he BETTER transfer me to his supervisor (this was after he was refusing to). The supervisor was cold but she at least wasn’t a smart alec! She just acted like she couldn’t care any less!
Today, I had a rep that I thought was going to be nice till he said, “Didn’t you HEAR me? You’re NOT listening to me!” I then told him that I did not appreciate his tone of voice nor his talking down to me. I later told him I was a CSR also and he handled the call okay till he started talking down to me! He said, “THANKS for the coaching!” He was a smart ass.
I absolutely hate this company’s customer service. I was just sent a bill that was two years old from having Direct TV on my Verizon bill. Direct TV said that I didn’t owe them anything. This rep said it was because Verizon paid it, now I have monthly late fees for two years on a bill Verizon refused to send me! (Apparently, when you disconnect your phone and Direct TV, for some odd reason, Verizon doesn’t include any outstanding charges on your DSL bill that you get monthly from them. It wasn’t till I reconnected my telephone portion that I got this stupid bill that I never knew about! THEN, I’m told they just notified Direct TV that I had a past due bill for them from 2 years ago!) How stupid is that?
I HATE THIS COMPANY and I refuse to ever even consider a cellphone account with them now! They ARE ignorant! I am so frustrated but thankful I have a blog to voice my anger since I can’t find a satisfaction survey to take for Verizon or be able to contact them to complain! I don’t give a flip if any of you readers are CSR’s for Verizon, your overall customer service sucks!
Posted on 10/06 6:10pm
COMMENT Shonalex
I just called Verizon Customer Service and received absolutely no help. I was told one thing and they wrote something different in my file. I asked for a refund of $19.90 because I was not aware of $1.99/MB charge. I used 10 MBs and got stuck with the bill of amost 20 bucks. I have a hard time paying 20 bucks for something that takes forever to download and I don’t understand how they can get away with charging so much for a MB. The representative told me that in order to remove that fee, they would have to have me sign up for a premium plan that costs $69.00. Now why would I want to do that on a RAZR phone that has a download speed of about 14.4Kb/sec. That’s worse than dial up on a tiny little screen. I have more to say but I am just frustrated and wanted this information to be on the internet for the world to see. I can’t stand VW customer service. They wouldn’t even offer me a refund for something that I didn’t know about. Plus, the woman that I was talking to seemed to be trying to spin me up. She just had a snobby voice and she was making me mad. I don’t see how VW is keeping anyone. This isn’t the first time I have had a bad experience.
Posted on 10/17 12:00am
COMMENT Mike
I work for Verizon customer service in a call center. I get paid per call and I don’t give two shits about a customer. If your issue lasts longer than 7 minutes, I don’t give it the time of day. I must say I do help people as much as I can within Verizon policy, but aside from that, there is nothing a rep can or will do. The main issue is a customer who has what I like to call the “entitlement” mentality. What this means is a customer who starts the call with “I’ve been a Verizon customer for (N) years now, what can you GIVE me.” I can give you the number to another provider, because when it comes down to we are all the same. Sprint, At*t, T Mobile. All companies are the same animal who have poorly trained employees with low wages. In all honesty, a call takes 7 minutes for me because I know wireless and phones like the back of my hand. If you want real service, take ownership of your issues, don’t over complicate your service with ports and seed of the pants plan changes, you will only fuck yourself because you have a 1/5 chance of getting a rep who is fresh out of training and has no knowledge. Also, if you talk to a rep who is qualified, trust what they say, reps receive no commission or incentive. And NEVER call e services. They are a bunch of uneducated Ebonics speaking morons.
Posted on 10/27 9:41am
COMMENT Mike
Also, READ YOUR CONTRACT. You are liable for all megabyte charges even if “nobody told you.” Pay attention to your service and don’t make mistakes. Always get a second opinion and finally to you ignorant customers: GET EDUCATED. Wireless is not simple no matter how you slice it and customers need to take ownership of their legal agreements or GO PREPAY!
Posted on 10/27 9:44am
COMMENT Ross Johnson
Wow Mike, you are everything that is wrong with customer service. I am giving you my hard earned money and it’s my fault that you understand how your company works better than I?
Say wouldn’t it be nice if the service representatives took the time to teach the customers what they need to know in order to understand their contract fully? I would pay extra for that, I would leave Verizon for that.
Posted on 10/27 9:48am
COMMENT Dan Shields
Besides what the Verizon employees have said on here, I have had Verizon for several years and have had pretty good communication with the customer service reps when needed. There have been several times where I said I hate Verizon but I also know that all of the major cell phone service providers are all the same and always hear of different stories from other people about bad experiences with each.
Now that the market is pretty even the plans are all pretty much the same compared to each other. Verizon has made a lot of improvements to match their competitors and I really like using their website for all of my account needs. Usually when I have a problem I get through and get it handled pretty quickly.
It is unfortunate that the people you dealt with were so incompetent and I wouldn’t use verizon after that either. I have the same issues with the Comcast customer service. They seem to be about the same but I have had better dealings with Verizon the Comcast customer service.
I can’t believe that you guys would come on here and talk like this about your company and the people that pay your paycheck. Instead of us going to another provider maybe you should go to McDonalds instead and let the people who really understand customer service take your job.
I work for a company that prides itself on customer service and none of our reps would ever talk like this on another persons blog or website. No matter how much they are annoyed with the people on the other end of the phone. There job is to help our customers and show them how much we value their business and do whatever it takes to fix the problem and make our company better for future customers so they don’t have the same problems.
Posted on 10/27 10:11am
COMMENT Sharon Riddle
I have been a Verizon customer for over 7 years and until recently had been
quite happy with the service. The quality of the service at the several retail outlets I use has been both professional and knowledgeable.
In March, 2008 I bought a LG VX8350 cell phone based on the Verizon sales reps advice along with a two year contract. The discounted price was $140. Five months later the right hinge broke so that it takes two hands to answer the phone. I took it in to be replaced and they said I had to buy a new one at full price. Even though it was a defect in the phone and I had done nothing to it. It is my business phone and I needed to get up and running again so gave in and bought another LG VX8350. This one lasted 2 1/2 months before the right hinge broke. Went into Verizon today confident that this time I would get a free replacement. Instead they asked me to pay $50 to send my phone to the manufacturer and if THEY didn’t think it was defective, would charge me another $250. The sales rep called customer service and that was the best he could do according to their “guidelines”.
Then they want to have you pay $5 a month insurance on a poorly made product that they sell in their stores. Obviously, Verizon doesn’t care because they either sell you another full price phone or a monthly insurance policy.
So, for $175 I can cancel my contract with Verizon and head to AT&T for an IPhone. Such a deal!
Sharon
Posted on 10/29 11:39pm
COMMENT stephanie
fyi verizon is a seperate company from verizon wireless. it seems that people think that they are the same. they are not. verizon customer service is not verizon wireless customer service.
Posted on 11/06 11:39pm
COMMENT Mike
My job is not to help customers. It is to make as many calls as I can. 90 percent of my customers enjoy my service because I am fair. It is demanding customers who want credits/upgrades they don’t deserve who are my ‘bad’ calls. I work within the policy, I know the contract. The information is available to any customer. Guess what, it is not our job to make sure you understand your contract. Don’t expect us to do something to save you money. You have to take responsibility. We are a business, not a non-profit organization. I wish you people would realize that.
Posted on 11/17 9:24am
COMMENT Ross Johnson
You won’t be a business for very long with that attitude. If you treat your customers like dirt and don’t try and help them then it is only a matter of time before you will be unemployed.
Posted on 11/17 9:50am
COMMENT Mr. A
We are currently the highest grossing wireless company in the nation with 70 million customers nationwide. I’m sorry Mr. Johnson, but we aren’t going out any time soon, and with the alltel takeover coming up, there will be nobody to match our enhanced network AND devices. Customers are everything, yes, but customers who “hate” customer service are those who don’t want to be fair, want handouts, and don’t want to work within policies in which they LEGALLY agreed too. This is all I am saying. By the way, my CUSTOMER RATED performance is the one of the highest in my division. If i don’t give a customer what they want I tell them why. Somebody answer me this. If you had a warranty replacement and you threw your old phone away KNOWING that it needed to be sent back, would you expect credit for the full charge back? This is a common tale that I Have no sympathy for. If you go over your bill and didn’t increase your price plan to qualify for a re rate, would you expect credit? If your friend ran up your bill? What are you entitled to? I say TAKE RESPONSIBILITY for your service and your actions.
Posted on 11/19 8:12am
COMMENT Ross Johnson
People thought that the Big 3 would never be in trouble, my how things change over a few years. If you hate your customers as much as it sounds like you do then you will be going somewhere and quick.
All it will take is one of the wireless companies to see the opportunity and everyone will follow.
Notice the fast adoption of google and the quick demise of infoseek, altavista, lycos, and the other search engines of the time?
Posted on 11/19 8:47am