Verizon Public Relations rocks as much as their customer service sucked. I emailed Corporate PR (on the advice of a rep from a different mobile phone company, which shall not be named) to let them know I was getting the runaround. A few hours later, Nicole from upper-level customer relations just called to tell me they were taking off the fee for the phone I donated and gave me a sincere apology. She also asked how I thought their service could be improved, so I told her that the whole problem could have been avoided if the store that switched my broken phone for my new phone had just kept the broken phone.
I'm very happy that they fixed the problem for me. The whole reason I've been with Verizon for 8 years is that their reception is better in NYC and also rural Minnesota. So now I'm not so conflicted about having evangelized for them for so many years.
Great news! I'm surprised they didn't find you from your twitter feed :)
(FWIW we've had much better reception with Verizon vs. Sprint in NYC too.)
Posted by: Kate | July 29, 2009 at 06:19 PM
That's great!!
Posted by: z | July 29, 2009 at 06:27 PM
awesome! finally someone willing to try & find a solution. not like you were asking for something outlandish.
Posted by: marci | July 29, 2009 at 06:41 PM
Maybe you should suggest that they train their regular sales and customer service staff to be more polite and knowledgeable, too.
Posted by: ianqui | July 29, 2009 at 09:21 PM
Good for you for following up until you got the answer and solution you deserved.
Posted by: Aaron | July 29, 2009 at 10:38 PM
Did you tell her the customer service reps are pigs?
Posted by: Ann | July 30, 2009 at 01:01 AM
Your problem should have been resolved at a much lower management level...oh big companies, the way of our world.
Posted by: sudru | July 30, 2009 at 07:37 AM
We stay with Verizon because we don't have a landline in our house and they do have consistently the best signal. There are places in out house where AT&T and T-Mobile lose the signal. But I dread ever having an issue I need help with. Glad it all worked out!!
Posted by: mom2boys | July 30, 2009 at 08:27 AM
Hooray! I was completely bummed about the way they were treating you because...well...I develop software for them.
Posted by: liz | July 30, 2009 at 08:28 AM
Awesome! And I'm sure Nicole's boss would love to hear about your good experience with her.
Posted by: Ladre | July 30, 2009 at 10:00 AM
I'm with mom2boys about the signal service, and I'm in California. It actually sucks because I'd love to switch to AT&T - we have them for cable and Internet and their customer service is awesome. But Verizon has the best signal service and ultimately that's the most important thing to me - even though their pricing is higher and their minutes plans blow. Glad to know there's someone to talk to who will help if there's a problem.
Posted by: Rbelle | July 30, 2009 at 12:57 PM
Don't you love the feeling of getting the right person to fix your problem! I hate when it takes that though...any person should be all it takes. I've had my ups and downs with Verizon over the 9! years I've had them. The signal service keeps me there...in spite of my lust of the iPhone. My phone works 99.99999% of the time, more than I can say for any other carrier I've known anyone to have.
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