Jun 22 2006
Dear Verizon
The following is a letter I sent to Verizon concerning a recent experience of mine:
Dear Verizon,
I’m writing to comment on my experience at the Verizon Wireless store in Bowie Town Center mall, Bowie, MD.
OK, let’s not whitewash it. I’m writing to rant and complain.
I had a simple technical problem with my phone and was told to visit a VZW store when I called customer support. The long and short of it is that the staff at this store were infuriatingly incompetent. The “technician” wanted to solve my problem by erasing all the data from my phone, which was not at all necessary (I later fixed the problem myself). I asked if the store carried a USB cable for my phone and was promptly directed to car chargers by an employee who apparently didn’t know the difference between those two items. When I showed my Samsung a950 to the man at the front desk, he looked as though I’d asked him for help with some Martian device that had fallen smoldering from the sky into my backyard. He’d never even seen an a950 before. Nobody at the store had any idea what was or wasn’t in stock, and nobody seemed to know a thing about my phone, despite it being one of the models prominently on display. In short, the lesson I learned is that I’ll be better off fending for myself when I have a problem rather than seeking help from Verizon. Heck, next time my phone goes down, I’m just getting two Folgers cans and a very long string. It’s cheaper than a month of your service, and your service doesn’t come with
free coffee.
I’m not actually trying to be obnoxious here. I don’t usually write nasty letters to companies, except for sport, but in this case I’m locked into a 2-year contract with you guys, and I am truly appalled at the service I received in Bowie. I switched to your company because you have the best network around, but if it was constructed by the same people you have staffing your stores then I should probably be watching for collapsing cell towers while driving.
Thank you. I look forward to being irritated by your company in the future.
–Michael
Response #1:
Dear Michael,
Thank you for contacting Verizon Wireless through our website. My name is Edward, and I am happy to assist you regarding your Customer Service Department experience.
On behalf of Verizon Wireless, please accept my apology for your dissatisfaction with your recent visit to Bowie Town Center mall, in Bowie, MD. I am disappointed the service you received from this location did not reflect Verizon Wireless’ total
commitment to quality for our customers.
I have brought this matter to the attention of our Leadership Team to ensure your issue is specifically addressed with the representative and location in question. I hope we can restore your confidence in Verizon Wireless and prove that we are worthy of your continued business.
I apologize for any inconvenience you may have experienced.
We appreciate your business. Thank you for using Verizon Wireless products and services. Should you have additional questions or concerns, please reply to this e-mail.
Sincerely,
Edward
Verizon Wireless
Customer Service
Response #2:
Thank you for contacting Verizon Wireless through our website. We apologize for the delay in responding to your inquiry. I am contacting you in connection with the e-mail you received earlier stating that another member of the Verizon Wireless organization would be resolving your issue. Please do not respond to this e-mail. If you have any additional questions or concerns, please use the enclosed link to send us your feedback. This link can be accessed by logging on to www.verizonwireless.com, clicking on the “Support” option, and selecting the “Contact Us” link.
I sincerely apologize for the experience you had at our Bowie Mall store. It is our intention to always provide the highest level of Customer Service whether over the phone or at one of our stores. Each technician is required to attain a high standard of knowledge in this dynamic industry so I was surprised to hear of the negative experience you had.
We always appreciate feedback from our customers and I have expedited a report that will be sent to the relevant personnel informing them of your concerns.
In closing, I hope that I have resolved your issue and addressed all of your questions. We appreciate your business. Thank you for using Verizon Wireless products and services.
Sincerely,
Mark
Verizon Wireless
Customer Service
Gee, thanks, Verizon. I take the time to write you a bitter, sarcastic complaint, and all I get is a form letter? You could have at least insulted me back. Pansies.