Positive feedback for one rep, complaint for everyone else


I would really like to leave positive feedback for a very helpful customer service rep (I only got her name - Barb - and that she works out of the Williamsport (?), PA office).  As I do not see a place for this, I'm hoping posting here will help this reach her supervisors.

Yesterday, my mom took a day off work to have Internet installed only the technician did not show between 1:00 - 5:00 PM as he was supposed to.  Once she called, she was informed that he was delayed and would be there by 6:00 PM.  Again, did not show.  I got back from work and called customer service around 6:30 PM only to be passed along to different people and given different information from these 4 people about everything from the next available date to whether or not we would need to be home (neither of us could afford another day off work.)  They told me that the technician came, saw that he couldn't access the phone box, and left.  One woman actually tried to hang up on me telling me she had to assist other customers and that I would have to call back, but when I said I would stay on the line to speak to her supervisor, she put be on hold to speak with him.  Her supervisor then assured me that he would take care of it first thing this morning and give me a call - by noon, nothing (and even now at 2:30 PM, nothing.)

So I called Verizon (again) at noon and the first woman said she could not help me because I did not have the order number.  I tried to find it and called again to see if there was any way I could be helped without it.  Thankfully, I got Barb on the line who was extremely helpful, found out all the information I needed by calling my apartment maintenance office, and coordinated with the dispatch office to have someone sent over tomorrow.  She clearly explained everything that needed to be done and never kept me on hold for more than a few minutes.  While the individuals I spoke to last night just apologized for the inconvenience and said they couldn't do anything, Barb actually did something about it.  We'll see if the technician actually shows this time, but after talking to 4 unhelpful and/or rude people for over 2 hours the night before, Barb's attitude and explanations were extremely appreciated.  Employees like this really need to be rewarded or promoted for being competent, patient, and efficient.

Oh, and funny thing, apparently the technician said he arrived at 7:30 PM the night before - an hour into my conversation with customer service, who said when I first called that he already left because there was no answer at the door/phone.  The reps I spoke to last night should have at least gotten their lies straight if they were going to try and cover for the company's mistake; it's no wonder they told me different stories about why he left.

1 Reply
Specialist - Level 2

Did your issue finally get resolved?  I certainly sympathize with you about the run around and it's definitely infurirating when a tech person is a no call/no show like that and then you have to hear what was probably a lie about an attempt to fix the problem.  I myself also get tired of constant apologies without any resolution to the problem, just in general.  I've been lied to also in instances pertaining to dealings with other businesses.

I've had Verizon a long time and one "trick of the trade" I have learned over the years is to hang up and call back again later instead of waiting on hold longer than 10-15 minutes.  I don't know if that helps but it's a suggestion I wanted to pass onto you.