Oops50 Annice asks, "Will Good Customer Service Ever Come Back?"
By SadhviSez on February 26, 2013
The past ten days have been a nightmare – at least electronically and mechanically. It wasn’t bad enough I switched from AT&T to Verizon, but Mercury had to be in retrograde. If I had known where Mercury was roaming, I never would have attempted such a switch. Before entering Verizon Hell (I mean store) I prepared a checklist of concerns to discuss with the sales person so my switch would be seamless. Those issues were:
Can I keep my email address?
Will I lose my contact list?
Will it be cheaper?
Will your miraculous jet pack (hot spot device) work throughout the entire house?
Does it work just like the AT&T modem and router?
What about my Apple id account?
At first, when the sales guy didn’t know the answer, he called his boss over who confirmed everything the sales guy said. So, after about two hours and two new iPhones, (I was still using the original one) we took the bait and switched. Now, I won’t bore you with details but every one of my concerns came to pass – in the negative. By the way, this is on their website: My Verizon At Your Service.
First thing to come to pass was losing my E-mail address and there was no way to get it back from AT&T since my sales guy disconnected my account before migrating the address to Verizon. However, if I were a child molester with a record, some geek in the company would know how to get it back as would any entry level geek at the FBI. And, the jet pack only works on computers within a 30 ft. radius so we had to purchase a “fusion tower” and a wifi device for my husband’s pc downstairs. Every time we complained about a problem, "Ka Ching", we needed another device to fix it – for only $69, and so forth. Of course, we only found all this out after talking to Tech Support at home and running back and forth to the Verizon store four times resulting in my having to take time off from work.
The real issue here is that all the people in the store are sales people and believe me, they’ve got that down well.
Verizon, like AT&T and other corporations, just don’t train their staff enough. The technology is pretty sophisticated and as a consumer, I'm totally at their mercy. The focus is all about the sale and not the customer’s needs. Since I was already in Verizon Hell, I decided to raise some of my own, and got a huge credit.
But, like I said to the manager – Why would anyone switch if there was no benefit? And why would a customer choose to go to hell and back? I said that very loudly in front of other customers and felt very good about it.
Will good customer service ever come back?
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