I'm going to do a copy and paste of an email I sent to Verizon. We went to a store locally to exchange my wife's phone that is having issues. With the cabinet behind the clerk running over with new phones, we were put off and asked to call the tech line for their corporation. 45 minutes later after my wife was almost in tears from being accused of imagining the problems, we were given a work order number and told we would get a new phone by messenger (UPS or FedEx) in a few days. We are leaving on our first vacation in years shortly. And we're going to have one phone that is questionable.
The names and numbers have been deleted.
Gentlemen,
As a long time cell phone user I have to make a statement about your customer service, or lack there of. We used US Cellular service for over 15 years. During that time we had close to 10 different phones. We were always treated fairly and with respect. The two times we had to have telephones replaced, we were in and out of the store in 10 to 15 minutes. Both times it was with the defective phone replaced with a new phone and contact data placed in the new phone.
We changed to Verizon phone network probably 2 to 3 years ago when my wife got a new deal where she works. My wife got a new Motorola flip style phone. It has been a good phone and we have never had a problem with it.
Toward the middle of April we decided to go ahead and get a phone for me with your company. My wife got a new Motorola rapture VU30 phone and I got her old phone. The new phone is a sharp piece of hardware.
We noticed within a couple of days we were having problems with calls on her new phone. The sound would break up or we would just loose the call entirely. Some times the calls would not go through at all. We have had several friends and family members say they tried to call. But upon checking the “missed calls” list, there was none.
We took the phone back to the store and “Cxxxxxx” said we needed to keep it a while longer to make sure. He did some computer voodoo and said he did some software updates. We needed to charge it fully for 24 hours and make sure the battery wasn’t the problem.
Fast forward to today 30-MAY-2010. We stopped by the local Verizon store where we have always done our business. After explaining our problem, the two young gentlemen gave us a slightly funny but pained look. We had actually gotten the phone on 20-APR-2010. It seems even though we had had it in to be looked at, we kept it too long for the replacement clause. Even though the cabinet behind the young man was quiet literally running over with new phones, Phil XXXXX could not replace our phone. It seems he had to call and get it approved. He and my wife spoke to “Paul” (with a heavy eastern European accent). No last name or employee number was given. After over 30 minutes of being on hold and answering questions, we were told we could not get a new phone today. But work order # XXX 111 is having a new phone shipped to our home.
My wife is going out of state Wednesday morning for several days. With a phone that may or may not work. And the store we were in had no less than 2 dozen new phones in the same kind of box.
Someone in YOUR COMPANY needs to grow up. Take responsibility for their decisions or those of their department. STOP putting some poor GED graduate with a note book of what questions to ask and what to do when given certain answers. He should not have to chase down a manager or supervisor and ask what to do. Have SOMEONE IN YOUR COMPANY grow the parts it takes to be a real man. In all my 57 years very few times have I witnessed this kind of pure CHICKEN SH*T from a national company that advertises to be the best.
Normal people have jobs. Normal people have families. Some times families have people or themselves are in the hospital. When we first took the phone in it should have been replaced. Now we are going out of town with a questionable phone. All because we are a few days out of your boundaries on the acceptable time limit. We were never told the replacement limit was 30 days.
Make no mistake about it. Every chance I get I’m going to complain to every possible new customer of yours I can find. It may be only a dozen. But given our jobs it may be as many as several dozen. How many other people will they tell? How many others will get this email?
Instead of advertising on TV how big the red map is and how much of this or that you have, how about redoing your customer service department. Try making the customers you have for the time being satisfied that everything is being done to keep their services up to date and complete. That might help keep the checks paying the bills every month. US Cellular was upset when we left them after so long. Will we keep your service when the current contract runs out? I am wondering now.
Can you hear me now…?
Vxxxxxx Xxxxxxxx
111-111-1111
222-222-2222
The names and numbers have been deleted.
Gentlemen,
As a long time cell phone user I have to make a statement about your customer service, or lack there of. We used US Cellular service for over 15 years. During that time we had close to 10 different phones. We were always treated fairly and with respect. The two times we had to have telephones replaced, we were in and out of the store in 10 to 15 minutes. Both times it was with the defective phone replaced with a new phone and contact data placed in the new phone.
We changed to Verizon phone network probably 2 to 3 years ago when my wife got a new deal where she works. My wife got a new Motorola flip style phone. It has been a good phone and we have never had a problem with it.
Toward the middle of April we decided to go ahead and get a phone for me with your company. My wife got a new Motorola rapture VU30 phone and I got her old phone. The new phone is a sharp piece of hardware.
We noticed within a couple of days we were having problems with calls on her new phone. The sound would break up or we would just loose the call entirely. Some times the calls would not go through at all. We have had several friends and family members say they tried to call. But upon checking the “missed calls” list, there was none.
We took the phone back to the store and “Cxxxxxx” said we needed to keep it a while longer to make sure. He did some computer voodoo and said he did some software updates. We needed to charge it fully for 24 hours and make sure the battery wasn’t the problem.
Fast forward to today 30-MAY-2010. We stopped by the local Verizon store where we have always done our business. After explaining our problem, the two young gentlemen gave us a slightly funny but pained look. We had actually gotten the phone on 20-APR-2010. It seems even though we had had it in to be looked at, we kept it too long for the replacement clause. Even though the cabinet behind the young man was quiet literally running over with new phones, Phil XXXXX could not replace our phone. It seems he had to call and get it approved. He and my wife spoke to “Paul” (with a heavy eastern European accent). No last name or employee number was given. After over 30 minutes of being on hold and answering questions, we were told we could not get a new phone today. But work order # XXX 111 is having a new phone shipped to our home.
My wife is going out of state Wednesday morning for several days. With a phone that may or may not work. And the store we were in had no less than 2 dozen new phones in the same kind of box.
Someone in YOUR COMPANY needs to grow up. Take responsibility for their decisions or those of their department. STOP putting some poor GED graduate with a note book of what questions to ask and what to do when given certain answers. He should not have to chase down a manager or supervisor and ask what to do. Have SOMEONE IN YOUR COMPANY grow the parts it takes to be a real man. In all my 57 years very few times have I witnessed this kind of pure CHICKEN SH*T from a national company that advertises to be the best.
Normal people have jobs. Normal people have families. Some times families have people or themselves are in the hospital. When we first took the phone in it should have been replaced. Now we are going out of town with a questionable phone. All because we are a few days out of your boundaries on the acceptable time limit. We were never told the replacement limit was 30 days.
Make no mistake about it. Every chance I get I’m going to complain to every possible new customer of yours I can find. It may be only a dozen. But given our jobs it may be as many as several dozen. How many other people will they tell? How many others will get this email?
Instead of advertising on TV how big the red map is and how much of this or that you have, how about redoing your customer service department. Try making the customers you have for the time being satisfied that everything is being done to keep their services up to date and complete. That might help keep the checks paying the bills every month. US Cellular was upset when we left them after so long. Will we keep your service when the current contract runs out? I am wondering now.
Can you hear me now…?
Vxxxxxx Xxxxxxxx
111-111-1111
222-222-2222
