Verizon: causing agony to their customers.
I have written in a previous blog about a problem I had with Verizon. Now I just had another. It drove me to shout an obscenity at their phone representative, which is something I almost never do. That is how angry she made me.
First I will say I have had a Verizon cell phone for over a decade, and now an iPhone. I must say I have never had a problem with either, and have had no reason to call their customer service number regarding my cellphone. Not so for my land lines.
Three months ago I ordered six land lines for my home business. I got a price I was very pleased with. They then asked if they could record my approval of the order, and I agreed. $296 was the estimated monthly charge with no installation fee. They sent me a nice easy-to-understand email confirming the price. So far, so good.
I get the first month’s bill: $550. I call to protest and was told a supervisor would get back to me. No one calls. Meanwhile the second month’s bill arrives: same $550. I know from experience with the Public Utilities Commission that in the event of a dispute, send in what you feel you owe, with an explanation and evidence. I did. I sent the $594 which I knew I owed, and sent it by certified mail (I always recommend certified mail in instances like these). Verizon cashed the check, but no reply. Boom: ten days later the phones are shut off for non-payment.
Here’s where it gets nasty. The first person I get on the phone seemed immediately aggressive and, frankly, stupid. When I said I followed the directive of the PUC, she stopped me and told me I had to pay the balance until the PUC report was issued. I advised the poor soul there was no report to be issued, and that I only followed general recommended policy and filed no complaint that would generate a report. She then announced to me that she was not doing anything for me, despite my offer to send her by fax or email the price quote confirmation I had received two months earlier. She got nastier, I lost my cool, cursed her, and she hung up.
I call back. This time I get a guy who seemed like he was on the ball. He listened patiently, apologized, and said he would turn phones on within a half hour, which he did. He asked me to fax him my quote, which I did. Three hours later I received a full credit for the overcharge by email. This fellow cared, gave me the benefit of the doubt, and worked immediately to resolve the situation.
I said to him I thought he did a great job, and I explained how rotten the first person was. I told him I hoped he was a supervisor, and not just an employee, and that I hoped he was not getting paid the same as the first dumb-head person was. He said he was, laughed, and said something which actually made me feel bad for him. I won’t repeat it.
I have always felt that Verizon has a hiring quota of less than competent people for some reason, and that it seems half their employees fall into the category of the incompetents, and the other half, whom I call the “old-liners,' are competent and do care. I wonder how the two groups exist working in the same office?
My advice: next time, if you do not get someone who sounds bright and friendly, hang up, and call again hoping for better luck. You may wind up wasting your time and annoying yourself needlessly if you do not.