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Old 01-05-2006, 12:39 PM   #1 (permalink)
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As of today I am protesting against Verizon Wireless due to ther poor customer service as well as trying to collect funds from customers that should not be charged for their mistakes. My bill is currently $518.78 because of their error on changing my calling plan. I originally called Verizon to take my calling plan and phone number off of my phone and port it to the blackberry so I only have to use one device for all my needs. They changed my phone number over to the blackberry correctly but never transfered the voice plan over so I have been charged for a pay by minute basis. Logically speaking, why would I knowingly use a phone that has no voice plan. If they opt to have less customers I can arrange that. I have a large contact list of Verizon customers that I know personally that upon receiving this information, will be willing to cancel their accounts as well. I have been a customer with them for several years now and I am not happy about leaving because I have always had good service. I will probably be going to Nextel for my new service.
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Old 01-05-2006, 12:42 PM   #2 (permalink)
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Quote:
Originally Posted by bryanhilton
As of today I am protesting against Verizon Wireless due to ther poor customer service as well as trying to collect funds from customers that should not be charged for their mistakes. My bill is currently $518.78 because of their error on changing my calling plan. I originally called Verizon to take my calling plan and phone number off of my phone and port it to the blackberry so I only have to use one device for all my needs. They changed my phone number over to the blackberry correctly but never transfered the voice plan over so I have been charged for a pay by minute basis. Logically speaking, why would I knowingly use a phone that has no voice plan. If they opt to have less customers I can arrange that. I have a large contact list of Verizon customers that I know personally that upon receiving this information, will be willing to cancel their accounts as well. I have been a customer with them for several years now and I am not happy about leaving because I have always had good service. I will probably be going to Nextel for my new service.
I am sure that can be rectified very easily with just a phone call, why leave them if they have given you good service all along, it is just a mistake which any one can do including you and me.
And you know what, the grass always looks greener on the other side until you are there and are looking back.
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Old 01-05-2006, 12:56 PM   #3 (permalink)
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I have spoken with 2 customer service reps and they have given me the same service (or lack there of) and have been condesending in our conversations. They act as if I am trying to swindle money from them which makes me even more angry. I just spoke with a guy here at work and God's peace came over me during our conversation (thank the Lord!). I am a Christian and try to live Christ-like and have it carry over into my conversations including speaking with the CS reps that are trying to beat me down. I will give credit to Matt Poppoff from this board, he has been extreemly helpful every time I have spoken with him. Thank you Matt for your persistent efforts in resolving this situation!
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Old 01-05-2006, 01:32 PM   #4 (permalink)
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Quote:
Originally Posted by bryanhilton
I have spoken with 2 customer service reps and they have given me the same service (or lack there of) and have been condesending in our conversations. They act as if I am trying to swindle money from them which makes me even more angry. I just spoke with a guy here at work and God's peace came over me during our conversation (thank the Lord!). I am a Christian and try to live Christ-like and have it carry over into my conversations including speaking with the CS reps that are trying to beat me down. I will give credit to Matt Poppoff from this board, he has been extreemly helpful every time I have spoken with him. Thank you Matt for your persistent efforts in resolving this situation!
Escalate, Escalate, Escalate
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Old 01-05-2006, 02:47 PM   #5 (permalink)
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Escalate, Escalate, Escalate
I can't get past their manager, she was SUPPOSED to call me back but hasn't (and probably won't)
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Old 01-05-2006, 03:20 PM   #6 (permalink)
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I have always had shockingly excellent customer service from Verizon.

Be friendly but persistent. If you get someone who isn't helpful, tell them you have to go, then call back.

If it still doesn't work, escalate.

I've found with customer service that since these people listen to customers bitc*ing and moaning and even yelling at them all day, they are REALLY helpful and cooperative if you treat them nicely.
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Old 01-05-2006, 03:26 PM   #7 (permalink)
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Stay on the phone till they get you a manager, be polite but use force as well. If you only switched devices, not the service itself, then explain the logic of it all. As with most CSRs, you need to talk to them in small words and sentences or they get confused easily. Get a manager on the line (dont let them call you back) and explain your calling plan was to be transferred to the BB but didnt get switched on their side. Ask again to have it setup correctly now and have your account credited accordingly so.

As KonTiki said, if you've gotten good service and this one time is the exception, you dont have get your panties in a twist and march off to another provider. Take deap breaths and make your call back to them ;)
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Old 01-05-2006, 05:08 PM   #8 (permalink)
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I always win
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Old 01-05-2006, 06:03 PM   #9 (permalink)
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And document, documnet, document. When you speak to a manager, send a follow up letter, return receipt requested, documenting your conversation. Start a file now of your your conversations, names if possible (start asking), dates, times, content, etc. Protect yourself.
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Old 01-05-2006, 11:49 PM   #10 (permalink)
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I've always received great service from Verizon. They may need to work to figure and fix an issue, but I've always found them to do it very pleasantly.
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Old 01-05-2006, 11:52 PM   #11 (permalink)
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I have too which was odd. They have never really given me grief. I'll bet the CSRs were sitting beside each other when I called and they just didnt want to deal with me. I was HOT though! I do not feel that I received the respect of a loyal 4+ year customer, but Matt is doing an awesome job!
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Old 01-05-2006, 11:54 PM   #12 (permalink)
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Matt being another CSR?
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Old 01-09-2006, 04:59 PM   #13 (permalink)
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Quote:
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Matt being another CSR?
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