Usually, I don't create grievances to become published towards the world… but my current encounters with Verizon changed all that. This is actually the greatest instance of bad customer service I've actually observed – and that I are a Communications Director within an internet organization that prides itself on customer support.
I've been a Verizon client for arising 13 years (from GTE to Verizon in 2000) – I selected them simply because they seemed the very best choice in a little ocean of choices. I subsequently persuaded my buddies (simply because they have this good deal on ‘in calling’) to obtain it. I actually got my x-wife to obtain it
Okay, I've this telephone – the LG enV2
There are certainly a quantity of Recognized difficulties with this design – but I'm getting in front of myself, used to do not understand it was the problem until my last trip to Verizon…
Such As The Charger Interface
Therefore, last summer – in September, I went into Verizon and informed them I'd receiving issues. They resolved my ‘problem’ by promoting me A BRAND NEW house charger. Today this appeared to function – um, okay. I still needed to suspend the wire overthecounter after which it'd completely cost.
By October, it had been receiving so poor that I really could cost it for moments at the same time, if the perfect stress was placed on the wire and plug.
And So I went and visited my local Verizon shop within Poulsbo Washington.
This is how things transpired:
» I achieved using the same lady that I noticed in September – Stephine Morris.
» She's ethical and informs me this can be a known issue
» Stephanie stated there is a memo distributed to her within the organization declaring this known issue
» She says that they can substitute the telephone – which like a she was previously a technology, she'd contact Silverdale
» She requested first when they had the locations there to complete the task – number, they don’t possess the component
» She subsequently questioned if there is a telephone observe for me personally to simply get – no they went out
» She discovers that I have to take action ‘through corperate’
» Stephanie provides mean 800-number and directs me on my way
I keep Verizon – not completely pleased with my telephone that may just get 30 seconds of cost period. I contact the 800-number while operating home…
» Hello – I want a brand new telephone
» Title and last 4 of the interpersonal
» Talk To good lady about alternative telephone
» Sure I will have one – for $50 since mine has become out-of guarantee
» I-say ‘known problem and shop stated they'll protect it’
» She claims she can only just get me the telephone – okay, I want it
» She then claims that she may move me to customer support plus they might help with both the charger price or telephone price (she experienced one of the ways or another it was wrong)
» Telephone is likely to be within two times (yes!)
I finished up, subsequently was used in client service…
» Wayne from California was to become ‘helping me’
» Lacking stating “Tough Luck” aloud – he mentioned it had been not in guarantee and “Too Bad”
» Wayne, you have to discover anything about customer support – Wanker.
» He verbally endured his floor, overlooking the charger purchase (though he explained he might view it)
» then he explained – I – yes, “I” must have recognized this is an issue in September after I purchased the charger
Wayne, I've had mobile phones longer than you've experienced and out-of adolescence – each time there's been any type of ‘charging issue’ it was usually the charger plug about the wire – which was once
So today, I contact Stephanie and he or she says, “when the telephone is available in, we will have when they charged for this and repair it”
Two times later….
The telephone comes
» Nicely, NO BODY described that I'd be obtaining a simple telephone – nothing else withit, no battery, wire – nothing.
» better still – NO BODY described that it had been a restored telephone
» All having a 90-day guarantee
» View below – I'd have bought a brand new telephone had I recognized this…
I got the telephone to Verizon – Poulsbo Washington and noticed Stephine.
» She noticed the cost for that telephone and stated that “she might look after it”
» She subsequently visited move all of the information in to the ‘new’ telephone
» at this time she did observe that me interface was such form that she couldn't preserve constant contact lengthy enough
» Stephanie was large enough to market me amini memory-chip
» And So I subsequently had a memory-chip so she might transfer my information over – cheers
» She created a duplicate of the paperwork (expenses) that included the telephone.
» I had been informed that she'd get her exterior? Supervisor to look after it
I subsequently went right to the FedEx container and submitted my previous telephone 20 minutes later – to become fixed and offered to another fool as new. Stephine had provided the copies of the documents towards the individual who might clear this all-up, on that same-day.
I've since remaining communications with Stephine – and certainly will move from the shop this weekend. I will still seethe cost in my experience for that phone…
March 24 (three months later) Update:
I acquired to speak with Stephine Morris about the 22nd (the ladies who I statred with). She'd provided her “IDR” Donale, the copies of the documents wherever I'd been billed. There have been no term, in either case, though she'd talk to her and obtain back again to me
Therefore Verizon – where did you slip below?
First – there's a problem – and also you people understand it
Http://www.fixya.com/assistance/t1711321-replace_charge_port_in_env2
Minute, your team needs to do the things they claim they are doing – and that's customer care. I acquired TO PURCHASE a:
» New wall charger
» Restored telephone
» and memory
» Near $100 for several that
All due to a recognized problem which was not looked after quickly.
A brand new telephone from you is!
Http://shop. Verizonwireless.com/? Id=LG enV%AE 2 in Dark Cell%20Phone
Http://www.google.com/products/catalog? Q=LG enV2&hl=en&cid=7256745321397650265&sa=title#p
New, having a FRESH battery and charger is $33 – also it might have cost $10 to exchange storage and trigger.
The final battle is the fact that I went in and was taking a look at a household strategy – my companion (who I acquired onto Verizon 4 years back) and that I wish to join the balances and advertisement a telephone for my 15-year old boy. But when this really is a typical example of service…
Perhaps Walmart has got the response to service (and they're not known for this) – perhaps the planet is contemporary airlines without food or individual service today, but I however you people still state that you're excellent in your commercials… and site
Http://www.huliq.com/1/87665/walmart-cell phone-ideas-prepaid-no-agreements
Verizon, if you like to make contact with me – you are able to reach me below – [email protected]
Tags: negative service, criticism, customer service, Donale, problem, problems, recognized, lg env2, Morris, no, poor, review, Stephine, Stephine Morris, Verizon
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