Dear Verizon Wireless,
Last Friday, March 18, 2016; Verizon Wireless had a significant service outage of which lasted for hours 2:00pm - 5:30pm PDT. During this time I had a medical emergency and was unable to get ahold of my family for assistance. Luckily I had a land line at my disposal and was able to call for assistance.
Today, Wednesday, March 23, 2016, Verizon Wireless, again, has a significant outage in the area [four nodes down]. After repeated attempts to use my phone and getting the "Verizon Wireless is unable to connect your call message", I finally get frustrated enough to call into Verizon Customer Service to express my displeasure and poor experience. The customer service person acknowledge I have been a customer for 13 year, heard my concern apologized, recognized the was an issue, then gave me the marketing tagline -- "We are the most reliable network, etc. etc." But your service doesn't work when I need it. HINT: Don't antagonize the customer. Furthermore he did nothing to better my experience; 1) He didn't offer to text when service was available again, 2) he didn't offer to provide, even a nominal credit, for service I am paying for and not receiving, 3) Didn't offer an estimated timeframe for the service to be restored. -- this furthered the poor experience.
Here's the kicker -- after you contact customer service, VZW follows up with a customer service survey call, almost immediately after your contact to solicit feedback. My phone rings, finally service is restored, but before it get to the solicitation of responding to questions the signal dies. I can't even give VZW feedback because the service is encumbered.
I've been a VZW customer since the Air Touch Cellular days and have only considered switching once before. VZW's coverage in my home and key location through the City I live in have significantly been reduced in the past months -- I think it's time for me to seriously think about making a switch.
I am one disappointed customer.
Christian, I hope that you are okay and I am glad that you had another source to use during your emergency. We don't want to lose your business and will work to make things right. I am sending you a private message so that we can discuss your concerns.
Follow us on Twitter @VZWSupport
If my response answered your question please click the 'Correct Answer' button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!