HAVE NOT RECEIVED A TIMELY RESPONSE FROM KEVIN ZAVAGLIA….

[besotos]

DESPITE RECEIVING AN IMMEDIATE REPLY TELLING ME I WOULD BE CONTACTED WITHIN 24 HOURS ON FEBRUARY 7TH. HOW CAN I BELIEVE THAT VERIZON WIRELESS IS SERIOUS ABOUT ACCOUNTABILITY AND CUSTOMER SERVICE WHEN THIS IS THE TYPE OF TREATMENT YOU RECEIVE FROM THE TOP? I KNOW HAVE TO RESORT TO POSTING TO THIS FORUM TO GET MY ISSUE RESOLVED. UNBELIEVABLE!

Kevin Zavaglia

President, New York Metro Region, Verizon Wireless

Dear Mr. Zavaglia,

I just wanted to follow-up on my letter from Friday, February 6th. A customer service representative contacted me today in regards to my letter to you.

I basically wrote to you out of sheer frustration that I had spent so many hours on the phone SINCE NOVEMBER when I got a new iPhone and my service was changed. It has taken me until now (hopefully) to get it straightened out. I had to spend about an average of two hours on the phone each time I had to call which was at least four times - averaging once a month, to get my plan and billing straightened out.

When your representative called today, I explained as best I could the entire sequence of events. Although it was so Orwellian at points, I would have had to have kept notes in order to tell you all the different explanations I was given, the conflicting informations and the ways that instead of having my issues resolved, new problems were created that I then had to call back about to get fixed. It took me about twenty minutes to give her the condensed version to the best of my ability. But then we had to spend at least another twenty minutes trying to resolve my bad experience with no good results.

I was basically told that Verizon depends on its customers so that your company takes this issue very seriously and will use all the hours and frustration that I experienced as a "teaching moment" for your company. She then asked me what I wanted which I found insulting because I didn't write because I wanted something, I just wanted there to be some accountability for the really stunning amount of misinformation that I received from your customer service. However she volunteered to give me one month free. So then I started to think about it. And thought, what WOULD compensate me in a meaningful way for all the time and energy I had to put into getting my phone plan and bill straightened out. So I suggested that I be credited for the four months that I had to call customer service to correct my service. Considering I have the "loyalty plan" at $60 a month, this is not asking for very much. She countered "let's make it an even $100". I am not interested in bargaining with your company. I have a small company as well. If I sold you a product and you had continual problems with it and had to come to me four times over the course of a month to straighten out problems with it that my staff mishandled - I would NEVER bargain with you. And I would never tell you that your problems with my product were a great "teaching moment" for me and my staff. I would gladly refund you your money and probably do something beyond that. So when you representative asked me what I thought would be fair and then balked when I told her that four months credit seems more than fair, I just have to think that your company does not really care about customer service.

So I told her to forget it, don't give me any compensation at all. But now I am upset that I had to spend so much time again on the phone with Verizon customer service without resolving a problem. It makes me wish I never wrote you in the first place so that I didn't have to waste more time on the phone. So I actually would appreciate very much  if you would honor my request for a credit for those four months of poor customer service and billing problems, I think it's a more than fair request. Otherwise, please just credit me for the amount to break my contract so that I can start all over with a new carrier. I have had enough. Verizon does not have a good customer service reputation and I have unfortunately had to find out the hard way why that is - simply by upgrading to a new iPhone!

Thank you for either issuing a credit for the four months that I experienced problems or for issuing me a credit to break my contract and switch carriers.

Best,

Katie McDonnell

[pherson]

This is a peer to peer forum where a customer service, not this gentleman, may pop in every once in a while. If you explain to us whats going on maybe we can help. Otherwise, good luck at your new provider.

By the way, its highly doubtful you would receive a credit especially since you turned them down and have now said you will leave.

[besotos]

For some reason I cannot reply on the forum page. I am well aware of what

you are saying. However desperation has driven me to this point. If they

are going to take care of their decades long customers so badly and do not

respond to my complaints, I have not choice but to make this situation

public. I am not sure I agree with your assessment of the situation. For

one reason it is difficult for me to leave because I have a contract and a

Verizon iPhone. And also generally carriers try to convince their longterm

customers to stay.

[Ann154]

Then how did you reply and post your response on the forum. Because it is there visible to the public.

[besotos]

I was only able to post a reply through my email the way I am doing right

now. When I go to the forum, and hit the drop down menu that says "actions"

it says "no actions available" Very strange. However I am given the option

to reply by email: Reply to this message by replying to this email -or- go

to the message on Verizon Wireless Community

<https://community.verizonwireless.com/message/1221446#1221446>.

[besotos]

Are you a Verizon Customer Service representative?

[cathyroberson3]

Verizon makes promise after promise after promise to make things right such as call back, look into the matter, apply credit where credit is due, etc..., etc...etc... Truth is they are an unorganized company when it comes to customer service. The left hand in Verizon literally does not know what the right hand is doing.

[rcschnoor]

You don't go to the drop down "Actions" menu to reply to a post. You find the post to which you would like to reply and you hit the "Reply" button. You then type your message and then hit the "Add Reply" button to post your reply.

[flutterfly8497]

Verizon reps are identified by their avatar and username which would include VZW.

[besotos]

I don't seem to have that option. Here is a screen shot of what I see.

There is no "reply" button. Do I have to go somewhere else to get this

option? Seems strange. But thank you to everyone who has replied!