Hey Verizon, CAN YOU HEAR ME NOW?
Ahhhhh, one of the things I love about having my own website is being about to complain publicly about stupidity in the business world.

When we moved to the house, we discovered that I got absolutely NO cellphone coverage from Verizon or Sprint. Zip, Nada, Zilch. I found another cell service that gives me fair coverage here, but great coverage everywhere else. Additionally, they said they were in the process of upgrading their tower in my area and I'd have GREAT coverage in two weeks. Ahem... we'll see.

Anyway, Verizon told me that I could cancel my contract with them and will not need to pay a cancellation fee because of the coverage issues. Super! I thought. I ordered a new phone through my new service and then tried to cancel my Verizon contract last night. I wanted to see my old 'uber-geeky' phone on E-bay as soon as possible to recover my losses.

When I went to cancel, I was told that the phone service would be disconnected on the 29th of March- the end of my billing cycle. Here's how the conversation went:

Verizon: NO problem. We'll disconnect your phone and cancel your contract on the 29th and will waive the early disconnect fee.
Me:(nicely) Actually, I'd like the phone disconnected today since I can't use it.
Verizon: I'm sorry, but we only disconnect at the end of the billing cycle.
Me: (a little less nice) So you mean to tell me that I have to pay for a phone that I cannot use?
Verizon: I'm sorry, but this is our policy
Me: OK, let me get this straight- I checked my address with Verizon before I ordered phone service and was told that I'd have good coverage at this house. Verizon was incorrect about the coverage, and so I have to pay for phone service I cannot get even though I did the responsible thing and checked first. Correct?
Verizon: I'm sorry, but this is our policy. (adding in a rather threatening tone) Oh, and by the way, if you get a new service and transfer this phone number we will charge you the early disconnect fee.
Me: Wow, this is really unbelievable.
Verizon: Is there anything else I can help you with?
Me: Errrr, I guess not.

What the hell? I'm so disillusioned by the big corporations these days. What happened to customer service?

Grumble... grumble....

RisibleGirl was blabbing on about another adventure on 03/13 at 05:46 AM

Go visit Einstein's blog!

  

Angela wrote:

Oh my God! You should call them back and you ask to speak to a supervisor! And if that was a supervisor, ask to speak to their supervisor! That is completely unacceptable, and on top of the fact that they are now backing out on a verbal agreement that had been made, now you can complain about the rude customer service you received as well.

I am so incensed on your behalf--I want to call and yell now!


  

Stew wrote:

I hate Verizon.

Here's what you can do, seriously, and it'll drive them completely bonkers and make you so happy.

Ready?

1. Call back, ask immediately for the name of the person you're talking to. Write it down, repeat it back at least once. This will set the tone and you'd be surprised how seldom people ask for the name of the person.

2. Tell them what you want. When they quote "policy" ask for the name of their supervisor then change the subject and ask them WHERE they are. Don't say anything because this will cause the drone to be completely flummoxed. They're identifiable by call center.

3. Repeat what you want and when they try to blow you off, ask for their supervisor. They cannot hang up on you unless you become abusive (which, you won't, cause you're risible). Simply state that you're done with them and you want their supervisor.

4. When their supervisor comes on the phone, ask for their name and immediately tell them that you're not going to put up with this and that you don't want to talk to then unless they can, right now, tell you what you want to hear. When this drone blows you off, find out who their boss is.

5. Demand to speak with that person.

6. Lather rinse, repeat.

7. Don't hesitate to tell them that you will be contacting the Better Business Bureau, Clarke Howard or your choice of consumer advocate. Always get the name and position of the person to whom you are speaking. You'll be amazed at the power this holds over them.

When you get high enough, you'll find someone that will actually help you. It takes time but it's worth it in the long run. If only for the ability to know that they can't control you.

I want a complete report.


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Next entry: Stew's report

Previous entry: I bet you're wondering what I'm doing right now..


In case you're wondering....
On this day clear back in 2007 I wrote: Neurologist appointment
On this day clear back in 2006 I wrote: Perspective
On this day clear back in 2006 I wrote: I *still* cringe about this, almost 30 years later
On this day clear back in 2005 I wrote: Is this a bad sign?

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