Unreliable Service

[clfergy]

Contributor Posts: 3 Registered: 05-23-2011 Device: Moto Droid A855 Plan: 950 Nationwide Location: Gates, NC 0 Re: Sent Letter to VP and Chief Marketing Officer about crappy service Options 05-23-2011 02:48 PM This is a copy/paste sent to yet someone else (Ms. Walden) within Verizon that will have little to no useful input about their service. This is NOT about Windows 7. It is about the inability to supply DEPENDABLE wireless and data connection. ***********************************************************************************************************************************

      Ms. Walden, Let me express right off that I, along with the company I used to work for, came to Verizon several years back. I convinced my then employer that yes, Verizon is the most expensive but!, the best reception. That being said, now, my concerns are not only has the service suddenly dropped off (both telephone and data) but it was handled so poorly, that my contract expiration will not be happening soon enough. I contacted customer service a couple weeks back, spoke to some snotty jackass who, quite frankly, let me know that I, nor my wife's account, were that relevant. She did offer to send my wife a "new" used phone. Why? The probability of both our phones going out at same time are nil. My phone is a year older than my wifes, so what? There is no abuse factor here. A friend told me that he has a friend who, in the same time frame but different area, also has the same problem. A call connects for 2-5 minutes, then call lost. Data connection is crap. Just the end of last week, yet another person I know was complaining of this same problem (in the same general area as I am however). Your tier 2 help, (tech help no less) that made such an impression with me? Well, it's obvious that sometimes people are placed into positions without having actual customer service capabilities. Ms. Walden, I'll say this. I was perfectly satisfied with AT&T several years back. They also played games with customers with the whole Cingular crap. I told them then that I would never have their service again. I have not nor will I (Cingular now being AT&T again). This is what Verizon is fast becoming. So big that they think that they do not need customers 100%. That a percentage of customers are "expendable". "Who cares? They'll come back." Let me tell you. If I am going to have crappy service (which I now have), why pay Verizon's rates? Why not save money and go cheaper? You could not possibly have an answer that is good enough. Keep **bleep** off paying customers and see where you are in a few years. I personally would like to have pants so large I don't care about the "small" person, but I'd hate to think I really feel that way... I am so angry that I cannot convey my thoughts as clearly as I'd like. Maybe you'll be brave enough to call...I doubt it. Even if you did, the call would in all probability drop. In the last 3 weeks, my wife and I have suffered NO LESS than 50 dropped calls. 50!! Wow, that is impressive. Good luck, you will be needing it sooner than you may think. With this "service", your competition will soon be having more market share. Charlie Ferguson ex-believer in Verizon

[clfergy]

  To keep all that view this post up to date:

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  I received a prompt response to my inquiry today (05/24/11).  I was pleasantly surprised and very appreciative of the quick and concerned response that Ms. Wilson afforded me.

  I was told what to do (*228)  which I have done numbers times but I am more than willing to comply.  I was happy to know that even when executive management calls, a call can be dropped.  (dropped twice in our conversation)

  I do not advocate bothering executive management for everyday concerns, sometimes it pays off.  I was not happy with the individual that I spoke to previously about my connectivity problem, but today, they were more understanding.

  I hope they re-align their towers or un-do whatever they did to make my service so crappy.  I will post as to the continued efforts on their part as they occur.

[clfergy]

Continuing:

  I waited until the 2nd to do a *228.  I did this and no notable service change was observed.  I did the same for my wife's phone.  Nothing spectacular there either.

   I waited until the 3rd and called Ms. Wilson back.  Left a message and again, she was quick to respond.  She said that she would investigate further and then get back with me.  So far, (today is now the 10th) no other responses.

  I applaud Ms. Wilson for being prompt at first, but at this point, the ball is apparently dropped.

  Furthering more problems with Verizon Wireless.  It is sad that as much money as they make, they now are attacking the open source market.  (this is what apps on the "market" are; open source.)

  There was an app that allowed "tethering" that at first, Verizon had no interest in apparently as it was not available on "smart" phones.  Then, they decided it was a money maker.  They created their own, hard programmed application (installed on 2nd Droid update)  so that one "could" tether and use their phone as an internet connection.  The charge??? $50.00 a month versus $10.00 to $30.00 one time fee to a developer.  The contracts signed originally said I get 5 gb of "data" per month.  They did not specify that it could only be utilized on my phone.  They did not specify that I could not use my computer via my cell phone to obtain a connection.

  Now Verizon is double-dipping.  Charging for a tether fee AND for data.  That is stupid and shows how greedy they are.  Were I Verizon or a power that is inside of Verizon, I would stop being so pathetic as to get every penny and make sure my customers are happy.  That is what I would do considering the fact it's a multi-billion dollar PROFIT company.  Quit being so damned cheap, Verizon.  It shows extremely poor character.

[clfergy]

06/11/2011

WOW!!!

   I was contacted again today.  Ty, a very pleasant individual that was professional and insightful.  He told me that they would continue to look into problems I was having.

  To surmise, on the connectivity problem, Verizon has been nothing less than outstanding on the issues I have had.  I have to be sincere and say that as to customer service, albeit that I had to go to the level I did (executive management), they have demonstrated time and again that they do in fact, care.

  I stand behind earlier post about being a little too greedy about how the data is utilized.  Does it matter???  No, I think that if [you] are paying for a service you should be able to gain use of it through whatever means.  Sorry, that's just how it is.

  Thank you up to this point, Verizon and Ty and Ms. Wilson and the individual that Ms. Wilson and I had a 3 way conversation with.  You guys have been exceptional in your efforts to show just how much you care.

   I will post further as things progress.  

[clfergy]

  Continued update:

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  Ms. Wilson contacted me yesterday (06/13/11) and to assure me that they were continuing to work on the problem.  I told her of the pleasant conversation Ty and I had.

  I have to applaud Verizon for staying on this connection problem.  They have been nothing less that very pro-active and professional about this problem.  (The tier 2 tech help that started all this is far from anything else I have encountered with Verizon.  I would venture to say she is the polar opposite of everyone else that has handled this problem.  Maybe her boss will put her up for some further training in dealing with problems or adversity or even, maybe, some managerial training that will help her see how to effectively deal with issues)

  great job Verizon.  Anyone that knows me knows this, I am not easily impressed.  You have impressed me.  (Ms. Wilson, Ty, the gentleman that Ms. Wilson and myself had a 3 way conversation with)  Very good and.....THANK YOU.

[#6 · Accepted solution]

I see these are from another post on the community.   If in any way I can be of assistance, please PM me.  Thank you!