May 24 Dear Verizon Customer Service: I have been a Verizon customer for over 10 years and to say that I'm upset with Verizon Wireless is an understatement. I am outraged, shocked and infuriated with the lack of customer service I have received over the past month, especially the past week. I am a customer first but I am also a business woman. I pride myself on professionalism and servicing the customer. I would never treat one of my clients with the lack of understanding and respect with which I have been treated by Verizon; both the Woodland Hills, Topanga Canyon store, and the numerous customer service representatives I have encountered on the phone. The one person who was understanding and proactive in assisting me was Jose at Ext. 1057. He was the manager who Fed Ex me my third phone, the Verizon LG Ally phone. My saga began April 2 when I had to purchase a new phone because my old phone became water logged. Since April 2, I have had two Samsung I400's and one Verizon LG Ally.in addition I have: 1.) Not had service (one bar on average, mainly no bars) 2.) Not had bluetooth capability 3.) Experienced drop call after drop call, 4.) Received time sensitive work messages a day late; voice, mail and text. (sometimes not at all) 5.) Not had the functionality of internet, camera or other vital applications needed for work. As executive assistant not having reception has contributed to work stoppage and loss of billable work hours. My primary task to help coordinate an International Michael Jackson tribute show that will kick off in Japan came to a halt this past week when I had to communicate to my boss and Japanese Executives that I had no phone. We, the show that has a September premier date has lost time and money because of my inability to communicate. This past week especially, with crucial deadline dates for major and minor tasks, my time was spent driving to the Verizon store and on the phone with customer service. (Please refer to my account notes for history) When I arrived and explained my problem of not having any bars or only one bar I was casually told I had to call customer service and that there was nothing they could do about it. I would then call customer service and time and time again, I was told there was a help ticket in place and that they were going to need to check the towers. There was again, nothing they could do for me as I was "out of warranty." My help ticket had to go through the process. Now, this was only if I was lucky enough to have a signal long enough to be able to explain my situation. Many times the call would be dropped after having waited 20 minutes to get to a manager. This occurred when I spoke to Jose, unlike other managers... To my surprise he called me back and acknowledged the bad reception (he could hear it) and the dropped call.
Now, Im pretty sure that Verizon Executives would cringe at hearing about my experience. I'm also certain that it would be completely unacceptable if they knew that a long standing Verizon client that averages a $120.00 monthly bill would be told that help ticket had to go through a process. There was nothing that could be done to resolve her problem even though she had NO functional use of her brand new $500.00 phone. Lets do the math... $120. (12) months of service = $1440 (my average yearly bill) $1440. (25) years (assuming I'll live until 65) = $36,000 Verizon Customer since 2000 = $120. (12) months of service (12) years = $15,840 Taking into consideration how long I've been a Verizon customer and assuming I stay with Verizon because I like to be loyal and have in the past had a relatively good experience with Verizon... I will have spent well over $50,000 with Verizon Wireless in my lifetime. You don't want to lose me as a customer. I am asking you to please place this account in the hands of a diligent employee that can fix this as seamlessly as possible. Simply put, I CANNOT afford anymore work stoppage. For this timely, costly, inefficient experience that has cost my productivity and that is still not resolved I am requesting the following: 1.) A credit for the cost of this phone, $264.2.) A credit for service from April 2 until this help ticket is rectified including the $120. I just paid. 3.) A credit for the cover I had to purchase for the second phone, $20.4.) A credit for any restocking fees charged to my account 5.) A different phone (I don't know which phone? It just needs to get reception) I have tried to be fair and patient... Please don't make me call Channel 2's Investigative Reporter,
Bill Gephardt. Sincerely, Melissa Rivera
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