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OT: customer service

Lynn on Activities - Wed, July 16 2008

This is way off topic but I need to rant for a minute. Does customer service exist anymore? Here's the back story so you can understand my rant. I have a three line family share account thru Verizon Wireless. We're a year and a half into the two year contract. I had started having issues with my phone about a week and a half ago. I called and ordered a new battery 3:30pm last Thursday. Verizons policy is that as long as the order is placed before 5pm you get free overnight shipping. So Friday comes and goes then Saturday comes and goes still no battery. Noon on Monday Fedex shows up and delivers a package. I eagerly rip the package open only to discover that they shipped me nothing but the empty package my battery should be in. As I'm reading the bill of lading for the missing battery they even billed me wrong. The company that I work for has a discount agreement w/ Verizon for 15% off monthly service, 35% off all accessories and free activation of all lines on any two year contract. Not a bad employee discount. I'm now on the fourth call to Verizon trying to get the issue squared away at 12:15 Monday afternoon. The rep I'm talking too again assures me that he is shiping out my battery overnight and that I'll have it by tomorrow morning. But he says that my account doesn't show I'm elligible for any discount and that I should be happy with the 25% discount they gave me. By now my phone isn't working at all unless it's plugged into the wall. I don't have landline so my cell working is pretty important to me. And a phone that only works while plugged into the wall defeats the purpose. Tuesday comes and goes again still no battery. So this morning I place the fifth cal to Verizon. I immediately ask for a supervisor and explain the situation to her calmly. Anyone who knows me know I'm a yellerand have made sailors blush. That being said during none of the five calls did I raise my voice, cuss, call anyone a name, etc. It's 9:30am this morning w/ the supervisor who again tells me that I don't qualify for the 35% discount but for my difficulties will give me the additional 10% off the battery. Again she assures me that my battery will be delivered by 10:30 this morning...Guess what folks it's going on 1pm and I still don't have my battery. The supervisor starts to get an attitude with me when I ask her to explain to me what good the "nations best network" is when their customer service is virtually non-existant. So then she takes 10% off my monthly bill. Call me ungreatful but after all this $9.99 doesn' make me a happy customer. Buyer beware! Needless to say I will be taking our business else where in six months once our contract expires. If anyone has a ringing endorsement for their cell carrier please let me know. Thanks again for letting me rant, Lynn

Mama T on Jul 16 at 12:51 PM

58755

First, very good for not going all "ninja" as ETB would say. We use AT&T. I travel quite a bit and don't have any problems. I even get service out in the boondocks.

Rhonda on Jul 16 at 12:55 PM

78129

This is EXACTLY why we switched from Verizon to AT&T. I got so completely fed up Verizon that I actually switched before my plan was up. After raising all kinds of heck, they didn't even charge me the early termination fee. I spent MONTHS trying to get our bill fixed and got nothing but snotty reps and no customer service at all.

That being said, I am truly happy with AT&T. I have had a few problems and they are always quick to fix it and very nice. Plus I get better, more coverage with At&T. I live in the middle of nowhere and get reception all the way from home to work. I didn't have that with Verizon.

Stacy on Jul 16 at 01:02 PM

77200

I also use AT&T and haven't had a problem yet. Good for you for holding back your temper! I can't stand dealing with the same issue over and over. That's the best way to make me cuss!!

Lynn on Jul 16 at 01:21 PM

96125

After having to drag hoghead away from the front door, que the angels singing...the battery has arrived! Thanks for the support guys. I know that my company gets a discount on service thru three different carriers: Sprint, Verizon and I can't remember the other right now. With Sprint I ran into deadspots all over the city and good luck trying to get reliable service outside Indy city limits. I'm not allowed to log into my company's website from home. So I'll have to log in at work to see but I'm hoping the third company is AT&T. From what yo've said they sound like a viable option. Now I'm going to try and bury any remaining frustration over this all in a small bowl of homemade vanilla raspberry choc. chip ice cream.

CatHerder on Jul 16 at 05:13 PM

71115

Customer service?! HAHAHAHAHA! Don't get me started about the nimrods at BCBS. UGH.

Didja know that you can't get a cell signal (unless things have changed recently) for Verizon at the "Verizon Wireless Music Center". Oh the irony...

As for cell service, I have AT&T and haven't had a problem during the 6-7yrs I've been with them (when they were Cingular), even when making calls from Gnaw Bone and Story, Indiana.

If your third company is T-Mobile, stay away from them... every one I know says their signal sucks once you leave the Indy area.

Anne on Jul 16 at 05:21 PM

89920

That's similar to why we switched from Verizon to AT &T. My husband's service was up in a week so, on a day when he got off work early, he went to renew. They told him he had to come back on or after the date the contract expired! He told them he wasn't coming back, he would leave the company, but they did not budge. So he's with AT & T. When I got my new job, I was still with Verizon, but needed a blackberry. I was 2 months away from getting the "new every two" and they wouldn't budge either! AT & T paid my early termination fee and gave me $100 credit to switch. I've been pleased with them and we also get service everywhere.

Nancy on Jul 16 at 06:25 PM

87811

I'm fairly happy with AT&T. I, too, have had them (Cingular and then AT&T) for a long time, about 8 years. I love the rollover minutes. They have saved my butt many times. LOL

I just wish more of my friends would have AT&T and then I could use more mobile to mobile minutes.

Lynn on Jul 16 at 06:42 PM

96125

I'm at work now. I looked it up and the third company is AT&T. It routes me thru and I have to enter my work e-mail. This sends me a link that takes me to AT&T premiere but once there it informs me that there are no packages available in my area. The other thing is that AT&T doesn't specify what the Unisys discount is like Sprint and Verizon do. I guess I'll look into it more next Jan. when our contract expires.

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