Today
Gaining Wisdom
by Paul B. Brown
Posted January 13, 2009 7:40 AM
Posted January 13, 2009 7:40 AM
Posted in
In the middle of a very troubling customer experience yesterday, I came to a very pleasant conclusion: I am glad I am not young any more.
I was trying to cancel a service I receive from a utility. (I won't name them because Verizon gets enough bad press as it is. Just Goggle "Verizon" and "customer service." You'll see.)
Canceling the service took four separate calls and a total of 1 hour and 13 minutes on hold--my phone has a built in timer, and I kept a running tab.
Somewhere around the third call, when I finally got through, I mentioned all the time I was spending on hold. The person on the other end said, "oh. You called on Monday. That's our busiest day."
Right then I realized no baby boomer designed Verizon's customer service program.
If they had, they simply would have decided to have more people work on Mondays.
And I would still be a Verizon customer.
Comments
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Posted January 24, 2009 5:47 PM
At&T doesn't even HAVE customer service after 7 p.m. And damned little before. I was on hold so long I had to buy an extra tier of my cellphone that happens to be with Verizon, OR pay HUGE overages as I tried to set up my Internet service. The CS's seemed nervous and I had to think of all the supervisors who were listening in and would blast them at their next review.
Posted January 15, 2009 8:28 AM
I concur. I have Verizon, have a contract to fullfill and will be finished with them. Not only do they cost more than other services, but you are correct; the customer service is just terrible.
Humurous point: I bought a Blackberry which is difficult to use. The booklet was of no use. My daughter, who has Sprint, bought a Blackberry. I was with her when she bought it and the delightful young man who sold it to her, in the Sprint store showed me how to use MY Verizon Blackberry.
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