In today's economic climate it is more important than ever to provide the best customer experience (read Service) and to do business how your customer wants to be treated and do business. Your current model is based on an old customer service structure that is not only outdated, but is Verizon process oriented not customer centric and is driving customers away. Here's an example. 1) I called on the 6th reporting my service was out. A bundled service that includes TV, phone, and internet. The first time I called I held for 1/2 hour. Due to time constraints I had to hand up. Later, I called again. In fact while on hold I called using another phone to discuss my bill. After the discussion I asked them to transfer me to service. So here it was me holding for 58 minutes on one phone, and after my call and transfer was holding for 20 minutes. Interestingly enough the call answered was the one I held for 20 minutes after speaking to a payment rep. Funny, and I'm still holding over an hour on the other line. IN WHAT ORDER DO YOU ANSWER THE PHONE? After discussing my problem and telling them how long and how many times I have tried to get thru, I was told a tech would be out the following day. No one apologized for the hold, the terrible customer experience nor asked if there were any children, babies, or medical conditions. After all since I'm a bundled customer, My phone did not work if there was any emergencies! 2) While discussing my bill I'm being told my service is going to be turned off and a notice was sent out on July 1st as a courtesy. Mail takes 3 days and here I have not received it. Going over the invoice I showed a few past dues that confused me. Not being able to check the internet on my bill pay I was helpless. What I discovered on Saturday when I received my invoice I was told I'd be receiving was a bill for $0! Yet I'm thinking my service is going to be shut off. Doing some research I found for some reason I have two accounts. Meaning I receive a bill showing $0 balance , don't make a payment then receive a bill for two payments and thinking I only owed for one pay one payment. After all my last invoice showed $0 balance. WHY DO I HAVE TWO ACCOUNT NUMBERS? WHAT CHANGED? WHY DID I NOT RECEIVE NOTICE I WAS RECEIVING TWO SEPARATE ACCOUNT NUMBERS? Today I called to notify a payment was sent. I gave date and confirmation of my bill pay service. I then asked why I had two account numbers. They could not answer. I asked if one could be deleted and was told I would have to call back and talk to financial services! BY NOW I HAVE SPENT OVER THREE HOURS DEALING WITH ISSUES? Asking why Verizon does not have a customer service advocate who can handle a problem from start to finish the answer was "I don't know." SO now I have to call back again. I HAVE A BUNDLED SERVICE, CUSTOMER SERVICE IS INEXCUSABLE AND MY CONTRACT HAS EXPIRED. CAN ANYONE TELL ME WHY I SHOULD BE STAYING WITH VERIZON? YOU NEED TO KNOW WHY YOUR CUSTOMERS LEAVE YOU. YOU OFFER A GREAT PRODUCT BUT YOUR SERVICE IS SO TERRIBLE WHY STAY? IF I HAVE TO DO BUSINESS YOUR WAY AND FOLLOW YOUR CUSTOMER SERVICE PROCESSES THE FRUSTRATION IS NOT WORTH THE SERVICES I RECEIVE> DOESN"T:T EVERYONE PROVIDE PHONE SERVICE? INTERNET SERVICE? ITS MUCH EASIER AND CHEAPER TO KEEP A CUSTOMER. WHAT ARE YOU TELLING YOUR SHAREHOLDERS WHY YOUR CUSTOMER BASE IS DECREASING? It's not the economy!
