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Incurable Romantic Gadfly  |
I'm sputtering.
I overpaid my Verizon bill by a couple of hundred dollars. (Don't ask how). I called to ask them to cut me a refund check. The guy said "no." WTF? I lost my temper. (I wasn't abusive or anything, just started laughing at the ludicrousness of what he said.) He put me on hold and then came back 5 minutes later (hoping I had gone away.) I suggested since we had gotten off to a bad start he transfer me to someone else He refused. He then proceeded to tell me that since it was my error they couldn't refund the money---they would just have to apply it to future payments. (It amounts to about 3 1/2 months of payments). I requested the refund. He said "we don't want to do it that way since you aren't enrolled in our automatic bill payment program." I said I didn't want to do it their way because it was my money and I didn't see why they should get the use of it in the interim. He said they weren't using the money and they didn't get any interest from it. WTF? I asked to speak to a supervisor. He said he had no supervisor. I asked to speak to his manager. He said he had no manager. I asked to speak to someone else. He said there was no one else. WTF? He then finally said a supervisor could return my call "within 24 to 72 hours." WTF? I said I thought he was hampered by some very bad policies. I agreed to have someone call me. I called back. I got someone else. She was very helpful. They're sending me a check. No problem. WTF?
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Beatification Candidate |
Wow...did you get his name? That guy should be fired.
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Beatification Candidate |
I hope you got the name of the man with no supervisor, no manager, and no co-workers.
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Incurable Romantic Gadfly |
You know, I didn't, because the conversation went south in such a hurry. I did ask the second person for the name, but she didn't have access to it.
I'm sorta hoping I do get a call from a supervisor. 
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Foregoing Vacation to Post |
Wow.
I tried googling verizon customer satisfaction hotline to see if they had a customer quality group. Instead I found this (see below)--- you might want to take the survey, perhaps it will generate a call back. Calls are often recorded and there is most likely a record of your call with the person you talked to tied to it. I'll bet you could follow up if you thought it worth the energy. From my short google Verizon seems to make a huge deal of customer satisfaction so you might be doing them a favor. https://www.survey.verizonwireless.com/vzwsurvey/ PS you could probably just cut and paste in the survey what you shared above. You've already done the hard work of putting to pen what happened. |
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Incurable Romantic Gadfly |
Great idea ftp. This wasn't Verizon wireless (we're with AT&T for mobile now) but they probably have something similar for the "other" part of the business. I'll look.
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Investment-grade Member |
Your account was probably notated when he took your call. So the company could find out who took your first call. I used to have access to banking systems which are probably basically like the customer service system Verizon uses, accounts are notated when employees interact with customers or when employees do anything to an account. I would follow up and complain about the first guy to let them know. And praise the second person. They usually just get calls for bad service so calls for superb service can be rare -- the people who receive them get internal recognition for their good work. I make a point to contact a company if I receive outstanding service from one of their employees -- it can make a big difference for that person, awards, pay raises, promotions, etc. I know in one case where I let the company know about great service, the employee received a company award. The next time I went to that business, the guy was beaming with pride, the award was a big deal and was likely to help him earn pay incentives. |
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Incurable Romantic Gadfly |
I'm sure they could. The first guy was in customer service. The second woman was in accounting. Their note systems don't talk to each other.
She would have had to transfer me back to customer service to get his name, and I was too fed up to wait at that point. But maybe I'll call CS back when I cool down. Good point about people never bothering to say when things are good.
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Beatification Candidate |
Discusting how they treat their customers.
I hope you do follow up and have him reprimanded. I often ask for a name right off the bat, as well as an account/complaint number. I would also like someone else to do my fighting for me, as I HATE to do it myself. I belong in the ostrich family.
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twit Beatification Candidate  |
My brother, the terminator, always starts every customer service call by asking the name of the person he is speaking with.
"And how do you spell you last name?" Only after he knows who is speaking with does he begin his issue or problem. Knowing he has their name and the spelling of their last name, he finds that he typically gets excellent customer service. If he encounters a "problem," he gently tells the person, "I understand you are abiding by a policy you didn't create, let me speak with your supervisor." In cases where he hasn't been happy, he will call the President of the company. He is very gifted at getting to CEOs. Actually, all of us have our stories. My one brother spoke with Jack Welsh of GE. I'm not sure how he got to him, but once at Welsh's assistant, "Mr. Welsh is a very busy man, I can have .... help you. You might have to wait a long time to speak with Mr. W." My brother's response..."You can put me on hold all day. I'll be here. And I'll be back tomorrow." A few moments later...he was speaking to Mr. Walsh. Problem got solved. |
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Poseur Extraordinaire Beatification Candidate  |
In my experience Verizon wireless service is completely dependent upon who answers your call and what mood they are in that day.
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Moderation in moderation is my watchword Minor Deity  |
I had a bad experience with Verizon about 11 years ago, and I still would rather go without if they were the last service provider on Earth.
I had a plan with 300 anytime minutes per month. There were two successive months where I used my limit of anytime minutes. Verizon chose to bill them all on the succeeding month's statement(yes, they can legally do that - I checked). The result was that I was over my limit 100% for that month, and they charged me accordingly. It cost me $278.00. I called them up and spoke to some CS wally who totally shut me down about finding some solution, so I asked to speak to his supervisor. The guy was extremely resistant, but I harangued him until he passed me off to someone else. This person offered me a $50 credit to try to shut me up, but would not correct the billing to reflect the actual time frame in which the calls were placed. I then told them to terminate my contract, thinking that ought to shake them up. Instead, he informed me my service would end at the end of the month, and expressed not the slightest distress that I threatened to take my business elsewhere. After reading this thread, I can go for another 11 years, easy.
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That Scarlatti nut. Minor Deity  |
The customer service guy and the accounting dept may very well be in different countries.
CS people just read from scripts and follow troubleshooting flow charts. If you ask them something that's off their script, they just start over at the top. I just completed a survey on phone companies. AFAICT, they all suck.
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czarina Minor Deity  |
your brother and i must have been separated at birth. asking for their name right off the bat clues them in that i do not play softball when things go wrong.
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Incurable Romantic Gadfly |
Yeah, that's good advice. I do too. In fact, I had just gotten off the phone with the IRS and Amex, and I have both the names and employee #s of the very helpful people I spoke with there.
This guy got me so rattled I just didn't do what I normally do. Shoulda woulda coulda.
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