Phone Scoop

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Maybe its time to go

pwfb

Jun 7, 2008, 6:05 PM
For the first time in about 8 years, I had a really bad experience with a VZW tech on the phone last night.

The customer service person was great, but once connected to the tech support person, it went downhill very quickly.

He belittled me, questioned my phone usage and overall insulted me.

Understanding that everyone has a bad day, I slept, and prayed on what happened. Still upset this morning I called to register my experience. They filed something called a "voice of the customer" complaint.

The woman I spoke today was very nice, apologized over and over, but neither my family or I really want to stay with a company that would employ someone like this.

We're pretty set on paying the ETF and giving someone else a shot with ...
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phonemechanic

Jun 7, 2008, 6:12 PM
Not to sound rude, but if you understand that everybody has a bad day, and I'm sure you can understand that there will be people like this in every company, then why would you leave a company who gave you great service after 1 night of bad?
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SprintSurfer5

Jun 7, 2008, 6:24 PM
Just because they are having a bad day doesn't mean that it is okay for them to in a way puit down a customer. That customer helps pay your bills, that the way that I look at it. I work for a competitor of Verizon and I would never talk to my customers in a manner that was not apprioriate even if it was a Verizon customer!
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mandi72886

Jun 7, 2008, 6:30 PM
Exactly... That representative had no excuse... I have had sprint as my personal service... but I have worked before in an at&t call center in town... for just about over a year... and never once did I think it was acceptable to treat a customer wrong... or belittle them in any way... no matter if I was having a bad day or not!!
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vzwutter

Jun 8, 2008, 6:33 PM
Why don't we all just sit around a campfire, holding hands, and sing Kumbayah until world hunger and wars are nonexistent?
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1VerizonRep

Jun 21, 2008, 2:01 AM
ha ha , love it
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phonemechanic

Jun 7, 2008, 6:32 PM
You're 100% correct. There isn't an excuse for it and that employee should written up if not terminated for it. However, this happens in every company. Wireless or not. If it were me, I wouldn't discount 8 years of great service because of one bad experience.
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mellowlen62

Jun 7, 2008, 7:59 PM
yeah if you think vzw has bad customer service, have lots of fun with the other companies.... Very Happy
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pwfb

Jun 7, 2008, 9:43 PM
"mellowlen62", et al, perhaps I should re-state part of my post.

I am not here to continually bash VZW or be a proponent for another carrier. Notice that I didn't mention any other carrier names?

I was merely asking if anyone else had experience with filing a "voice of the customer" complaint and what happened as a result.

BTW, I am in the business of measuring opinion for clients. I well understand that every company has good and bad experiences.
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pwfb

Jun 7, 2008, 9:40 PM
Sadly "phonemechanic" I sense that I am not doing a very good job of properly expressing how bad this experience was. Perhaps it falls into "you had to be there" to understand what I mean.

As for 8 years, actually, all told, I have about 11 years with them. 8 was consecutive and the other 3 is when I moved and Bell Atlantic/Bell Atlantic Nynex did not serve my new area.

So contemplating leaving is not easy, but sometimes, some things happen in which there is no turning back.
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greggmh123

Jun 21, 2008, 3:10 AM
It sounds as though you are about to "cut off your nose to spite your face" as my mother used to tell me.

Gee, you had horrible customer service from ONE rep and now you want to get horrible **phone service** from someone else? Sorry, but I think that is nuts. You are just going to hurt yourself.

Write letters, do what it takes to let VZW know how unacceptable it was, but why hurt your seofl even more by dumping great phone service?

Gregg
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greggmh123

Jun 21, 2008, 3:14 AM
"seofl"? Sheesh, I need to learn how to type. That should have been "self."
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Azeron

Jun 10, 2008, 2:09 AM
Sure you would never talk to customer that way. However is there someone who works for your company who might? You have to be kidding me. Every company has some peon working for then who should not be customer facing (either in retail or call center). It happens. The key with the voice of the customer is that they will wind this complaint up to Bedminster and the kid will be fired or giving a verbal or written depending upon what type of problems he has had in the past. I am sure that you are already gone and that is too bad. Surely you do not believe that any company hires individuals that they know will be disrespectful to customers.
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yoboy8

Jun 10, 2008, 2:26 PM
goto Alltel , but the rude people brought us out Crying or Very sad
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pwfb

Jun 7, 2008, 9:36 PM
"phonemechanic", this was well beyond a "bad day." Over the years I have spoke to reps at VZW as well as plenty of other companies where I could tell they were having a bad day, but, I did not feel so distressed as a result of the experience as I did last night. Listen, I am a small ($250 a month) customer, but my money and business deserves to be treated better.
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crackberry

Jun 7, 2008, 11:43 PM
pwfb said:
"phonemechanic", this was well beyond a "bad day." Over the years I have spoke to reps at VZW as well as plenty of other companies where I could tell they were having a bad day, but, I did not feel so distressed as a result of the experience as I did last night. Listen, I am a small ($250 a month) customer, but my money and business deserves to be treated better.

you can always tell the arrogance to ignorance ratio of people when they start quoting how 'much' they spend with a company.
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pwfb

Jun 8, 2008, 8:16 AM
"Crackberry", arrogance? I minimized what I spend. I guess you don't bother to read that.
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AvgJoe

Jun 8, 2008, 1:53 PM
pwfb said:
"Crackberry", arrogance? I minimized what I spend. I guess you don't bother to read that.


Crack is the very poster boy for all Verizon employees. Thats why you should leave and never look back. You did not find the exception with your experience. You found the rule.
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mellowlen62

Jun 8, 2008, 9:00 PM
methinks the lady doth protest too much...
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AvgJoe

Jun 8, 2008, 9:38 PM
mellowlen62 said:
methinks the lady doth protest too much...


If you are going to quote Shakespere, Use the correct quote or you will come off "attempting to appear" educated.

Queen Gertrudes line was "The lady doth protest too much, methinks".

Queen Gertrude's line is both drier than the misquotation (thanks to the delayed "methinks") and much more ironic. Prince Hamlet's question is intended to smoke out his mother, to whom, as he intended, this Player Queen bears some striking resemblances [see THE PLAY'S THE THING]. The queen in the play, like Gertrude, seems too deeply attached to her first husband to ever even consider remarrying; Gertrude, however, after the death of Hamlet's father, has remar...
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f38urry

Jun 8, 2008, 10:36 PM
http://www.enotes.com/shakespeare-quotes/lady-doth-p ... »

The least AvgJoe could have done is to have given credit to the website from which he copied and pasted that last post. Perhaps quotation marks at the begining and end of the two plagiarized paragraphs would have made him look slightly less dishonest.
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AvgJoe

Jun 9, 2008, 12:00 AM
f38urry said:
http://www.enotes.com/shakespeare-quotes/lady-doth-p ... »

The least AvgJoe could have done is to have given credit to the website from which he copied and pasted that last post. Perhaps quotation marks at the begining and end of the two plagiarized paragraphs would have made him look slightly less dishonest.


Do you really believe I would pass that drivel off as my own? LOL

Even I know the correct line...Thats why I googled the rest. No credit needed I did not assume anyone would believe I would have written that treatise, But alas I was wrong. Im not wrong very much so savor it.
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z34007

Jun 8, 2008, 10:42 PM
And you just came off as an a$$. But no worries, were all used to it.
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crackberry

Jun 8, 2008, 11:30 PM
AvgJoe said:
pwfb said:
"Crackberry", arrogance? I minimized what I spend. I guess you don't bother to read that.


Crack is the very poster boy for all Verizon employees. Thats why you should leave and never look back. You did not find the exception with your experience. You found the rule.


AvgJoe, you do know that i work for at&t, not verizon. i didn't say anything about working for verizon or make any representation to work for verizon. my statement was to the original poster about his comment of how much he spends with a particular company...
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AvgJoe

Jun 9, 2008, 12:16 AM
crackberry said:
AvgJoe said:
pwfb said:
"Crackberry", arrogance? I minimized what I spend. I guess you don't bother to read that.


Crack is the very poster boy for all Verizon employees. Thats why you should leave and never look back. You did not find the exception with your experience. You found the rule.


AvgJoe, you do know that i work for at&t, not verizon. i didn't say anything about working for verizon or make any representation to work for verizon. my statement was to the original poster about his comment of how much he spends with a particular company...


Perhaps you should put an Application in with Verizon...You would fit righ...
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Azeron

Jun 10, 2008, 2:14 AM
That is funny. Verizon rewards employees for giving excellent customer service. Employees are constantly coached. Stick with the Voice of the Customer angle. If that guy is not fired, he will be coached and forced to listen to your call with his supervisor and associate director.
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ishane

Jun 11, 2008, 9:56 AM
crackberry said:
pwfb said:
"phonemechanic", this was well beyond a "bad day." Over the years I have spoke to reps at VZW as well as plenty of other companies where I could tell they were having a bad day, but, I did not feel so distressed as a result of the experience as I did last night. Listen, I am a small ($250 a month) customer, but my money and business deserves to be treated better.

you can always tell the arrogance to ignorance ratio of people when they start quoting how 'much' they spend with a company.


LOL Very Happy
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BB2709

Jun 8, 2008, 10:19 AM
Your just a number to them. Verizon doesn't care. Now they are number 1 in the marker. HA HA HA. I'm sure we will lose that spot soon with verizon service. Its all about the network ha ha
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BB2709

Jun 8, 2008, 10:25 AM
People on this forum don't care. If you same something negative about vzw u will not get a good response. Its up to u what u do but people on phone scoop will just go off on u. So just forget about this place. I'm sorry but the vzw forum will not help u
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liquidfire

Jun 8, 2008, 10:35 AM
actually we do help when it is needed and asked for in a nice way. but the OP is coming off as somone who cries in the corner everytime someone is mean to them. the question about the voice of the customer got answered, did it not?

we were just asking why so quick to jump ship after just ONE bad experience in EIGHT years.
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spinster

Jun 9, 2008, 10:16 AM
BB2709 said:
People on this forum don't care. If you same something negative about vzw u will not get a good response. Its up to u what u do but people on phone scoop will just go off on u. So just forget about this place. I'm sorry but the vzw forum will not help u


BB2709, why don't you check the grammar and spelling of your post before you post it. Troll.
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tourman

Jun 8, 2008, 11:19 PM
Perhaps the rep was tiring of dealing with another moron that can't figure out how to use a simple cell phone.
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AvgJoe

Jun 9, 2008, 12:18 AM
tourman said:
Perhaps the rep was tiring of dealing with another moron that can't figure out how to use a simple cell phone.


If it were not for those "morons" Many of you would be selling cars...instead of sitting in cute little cubicles 1/3 of your lives/...
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simsmister

Jun 7, 2008, 7:55 PM
Hey i understand how you feel. Ive had bad customer service myself before and I wasnt happy. Although i dont think you should blame verizon for hiring someone. Verizon employs around 60,000 people. Thats alot. There are bound to be some bad eggs. Even with all the training VZ reps go through and all the awards Vzw gets for training. These things happen. 8 years is a long time without having a negative experience at some point, for any carrier.
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mellowlen62

Jun 7, 2008, 8:00 PM
Like I said, VZW has about the best customer service out there. So he can switch to one of the other companies, and see how that works for him.
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pwfb

Jun 7, 2008, 9:49 PM
You are correct "mellowlen62" except that I already use another carrier for sat and cell. I carry 3 phones. The point was, and remains about "voice of the customer" complaints.

I am not arguing who does, or does not have the best service.
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pwfb

Jun 7, 2008, 9:48 PM
"simsmister", I carry a sat phone as well as a cell phone with another carrier. I am not blaming Verizon. I was simply seeking other people's experience who may have filed "the voice of the customer" complaints.

This wasn't a "bad day" or a simple misunderstanding. This was a person who was belittling, nasty and berating me, even before I said 10 words!
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LordObento

Jun 7, 2008, 9:54 PM
Voice of the customer is to register a complaint with an experience. The Form clearly states that NO ONE will get a call back on their experience that all escalated issues should go through a manager at that point. Your "voice" is noted and filed. That is all. If you are looking for something more, call CS or Tech and ask for a supervisor. If you are looking for someone higher to speak with, then ask for that supervisor's supervisor. People will listen to what you have to say, but filing a voice of the customer is a dead end.
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pwfb

Jun 7, 2008, 10:02 PM
Thanks "LordObento". I was specifically told that I would receive a call back within 48 hours and that my concern was being escalated.

I have already begun drafting a letter to the Director of Market and Customer Insights in Basking Ridge, NJ in case this doesn't work out.
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LordObento

Jun 7, 2008, 10:05 PM
Good, Seems like the CS rep didn't do their job right either. I'm sure there is some sort of customer relations but a voice of the customer is not for that. It is a training tool.
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pwfb

Jun 7, 2008, 10:10 PM
"LordObento",

I MUST SAY that the CSR I spoke with last night and today were very nice, helpful and extremely courteous.

It was the tech support person who has caused all of this ruckus.
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LordObento

Jun 7, 2008, 10:20 PM
Yes.... but to offer a 48 hr turn around on something that will not offer a turn around in 48 hrs does not set the customer's expectation well.
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Phantom1359

Jun 7, 2008, 10:32 PM
That's not the first time I've heard of people being guaranteed a 48 hour call back on "voice of the customer". I think some CS reps are confusing what that actually is. However, his letter to Basking Ridge will definitly yield a response.
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phonemechanic

Jun 8, 2008, 10:18 AM
pwfb...Go to this website to post your letter. They forward all of them to the higher ups in the company and every legitimate letter that I've seen on there has gotten a response from the company. Good luck!
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simsmister

Jun 8, 2008, 12:00 PM
"The woman I spoke today was very nice, apologized over and over, but neither my family or I really want to stay with a company that would employ someone like this."

You are blaming Verizon for this. Like I had said before 60,000 employees and your bound to get a few bad eggs. 8 or 11 years is a long time without one negative experience. I am sure if this employee is always this rude, negative and belittling to every customer, more than likely will be out of a job. It will catch up them. By them being a Tech Support Agent they would probably have been with the company for several years and I can tell you, its not in VZW policy to attack people, or promote people that do.
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LicorShot

Jun 8, 2008, 2:02 PM
i would have to agree ... with this

even us at att have some of those horrible bastards
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AvgJoe

Jun 8, 2008, 2:18 PM
LicorShot said:
i would have to agree ... with this

even us at att have some of those horrible bastards


But the differnce is its EXPECTED at ATT. VErizon has people drinking the perfection Kool-Aid.

Its like the guy who buys a Ford and a guy who buys a Toyota. The guy who bought the Toyota not only does not EXPECT to need to visit the Service Dept....he expects to be treated like a king once there.

The guy who bought the Ford knows he will visit service and will make exception for that.

Verizon raised their own bar so high even they cannot get over it.....So they resort to offensive tactics and arrogance to "defuse a situation" Nothing has changed and now it will get worse. Watch and learn.
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liquidfire

Jun 8, 2008, 3:11 PM
Rolling Eyes
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llama

Jun 8, 2008, 6:54 PM
buy Toyotas.
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rjsumthin

Jun 7, 2008, 11:35 PM
Outside of the experience I work for the company. I have had an experience where I was coached for something that wasn't in my control, so the voice of the customer thing isn't taken lightly.

To give you the example, lady got pissed because her name wasnt on the account and I did not give any information.

I got an email from a corporate guru about the complaint, then a coaching from my supervisor.

Sorry to hear you had a bad experience, but trust me if there was a complaint registered it doesn't fall on deaf ears, even in a situation like my own where I could not LEGALLY help a customer, I still got coached.

All in all, just take your business elsewhere if you feel that is what is best for you and your family/business or line....
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rjsumthin

Jun 7, 2008, 11:42 PM
and to clarify it is correct, that isn't the callback you will be receiving. Now maybe the rep was just offering it as a courtesy? I do that, so who knows!
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allboutvzw

Jun 7, 2008, 11:54 PM
Wow. I that's still not ok. I own a business and I would be put into a position of following due process of letting go of an employee if they left a customer of my company feeling insulted or disrespected.

I have bad days at work, never do I take it out on employees or customers.

Not everyone is for customer service, the rep he got, shouldn't be in customer service.
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pwfb

Jun 8, 2008, 8:20 AM
Thank you "rjsumthin", spot-on!
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texaswireless

Jun 8, 2008, 12:01 AM
If you are in West Texas we can buy out your agreement with Verizon.

Good luck with whatever becomes of your decision.
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pwfb

Jun 8, 2008, 8:56 AM
Thanks "texaswireless"!
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someone

Jun 8, 2008, 12:38 AM
Maybe someone didn't clarify voice of the customer. This is not a form filled out to receive a call back. This form would be filled out so that your voice will be heard and the appropriate people would be coached or policies and network can be reviewed. If you are looking for compensation for your heartache, you will have to make that clear via another call to customer service. As someone pointed out, VZW does have a lot of employees and since they are human, at times coaching has to be done. Also, although I was not there, please do remember that often people will say that someone purposely talked down or condescended to them and that was never the intention but the level of frustration the customer was feeling made the customer feel that ...
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pwfb

Jun 8, 2008, 8:59 AM
Thanks for the reply "someone" as well as your thoughts and advice.

Let me just say this. I am as shocked, upset and dismayed today as I was on Friday night when this happened.
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llama

Jun 8, 2008, 10:12 AM
Apparently there is nothing anyone can do to satisfy you in this situation, short of giving you a massage and a drink.

You have been discussing this now for 2 days. What EXACTLY do you want to happen and what will you do if your expectations are not met?

It's your dollar. Make a statement and leave if that's what you want. But there have been several good posts in reply to yours, and you don't like them.

Now you look like you just want attention.
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mellowlen62

Jun 8, 2008, 9:06 PM
really. he just needs to build a bridge and get over it.
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pwfb

Jun 8, 2008, 10:01 PM
Perhaps you should re-read the responses to my post "llama" before you criticize me.

Those people who were kind enough to answer my original question, and quite frankly the point of the post regarding "voice of the customer", I have thanked, several times.

Before you question my intentions, please take the time to read EVERYTHING I post before taking a cheap shot.
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llama

Jun 9, 2008, 10:13 AM
I did read EVERYTHING.

You just keep going on and on.

Like replying to my post.

You're just looking for attention now.
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pwfb

Jun 9, 2008, 10:59 AM
Guess what "llama", I got all the information that I needed and thanked those who were helpful.

People like you are Perpetuating this. I will not allow people like you question my motives or attitude in a negative way without a response. So if you want me to be silent on this matter, do not reply to this.
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llama

Jun 9, 2008, 6:10 PM
pwfb said:
I will not allow people like you question my motives or attitude in a negative way without a response.


Man, I'm scared of you!

ANd, BTW, I'll question any motive or attitude I damn well please.
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pwfb

Jun 9, 2008, 7:06 PM
As I will question ANY of your motives or attitudes "llama" as you continue to pursue me.
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llama

Jun 9, 2008, 7:31 PM
Just to get the last word.
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liquidfire

Jun 8, 2008, 10:13 AM
honestly, go cry about it. Rolling Eyes
one bad thing happened in 8 (or 11) years and you want to cry and moan about it, then jump ship just because one person wasnt nice.

you'll get the same no matter where you go. so dont expect leavin VZW to actually fix anything.

If the tech was soo soo far out of line and it was as horrible as you want us to think it was, why dont you elaborate on it. What did you say? What exactly did the rep say? I doubt it is really as big of a deal as you are making it.

Also, dont come back at me saying, "i just wanted to know about the voice of the customer." If that was the case, you would have asked about that straight out and left it at that. Maybe you would have mentioned that you had a bad experience. B...
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LicorShot

Jun 8, 2008, 11:40 AM
pwfb said:
I;m curious to hear from anyone else who has filed a "voice of the customer" complaint and how it turned out.



the liquid ..... your doing the samething the tech support rep was doing in terms of BELITTLING the customer....

and if u do recall this part of his post i do believe that does mean .... that he was looking for who else had a similar experience ....

i have seen some people post on the topic at hand .... them i see some of u assholes talk about why he should leave and badger him completely for no good reason ....

he asked for some help on a forum that seems to be the right place to ask this type of question... yet all the dickheads come out and show their true colors .....

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pwfb

Jun 8, 2008, 10:08 PM
"liquidfire" thanks for the empathy and your psychological breakdown of my intentions.

Your reply to my post speaks volumes about the quality of your character and needs no further comment by me.
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XXX

Jun 8, 2008, 11:22 PM
Pwfb, you are one sick person. Why don't you get a grip already?! There are thousands of Chinese who are homeless after an earthquake, hundreds of peoples' homes are in ashes after the wildfires in California, and poeple in the midwest are having their homes either flooded out, or ripped out from over them by tornadoes.

But hey, let's all care about you getting stuck on the phone with a meanie. Oh my god, how traumatized you must be. For your sake, and for the sake of this forum, LET IT GO! Get over it, get laid, and get a life!
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AvgJoe

Jun 9, 2008, 12:07 AM
XXX said:
Pwfb, you are one sick person. Why don't you get a grip already?! There are thousands of Chinese who are homeless after an earthquake, hundreds of peoples' homes are in ashes after the wildfires in California, and poeple in the midwest are having their homes either flooded out, or ripped out from over them by tornadoes.

But hey, let's all care about you getting stuck on the phone with a meanie. Oh my god, how traumatized you must be. For your sake, and for the sake of this forum, LET IT GO! Get over it, get laid, and get a life!


Well yeah I feel for those in China, and those in the midwest....but the Californians who build homes on dry canyon beds and next to wooded areas are just asking fo...
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XXX

Jun 9, 2008, 12:25 AM
Man, you really are like a malignant tumor. We just can't get rid of you.
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LicorShot

Jun 9, 2008, 8:43 AM
hahhaha problem is .... he was right

except those ****s in the midwest are ready for tornados so u would think

u can't really prepare for an earth quake now can u ?

wildfire has been going on every year those people know it

but u guys are just badgering a person cause he wanted some answer on the forums
thats what i don't get

instead of being assholes ... let his question be answered and be done with it ...

its u ****ers that keep this ongoing

STFU already and let him make his decision

that is all .....
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pwfb

Jun 9, 2008, 9:51 AM
Thank you "licorshot"!
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gozvzw

Jun 9, 2008, 11:17 AM
Midwesterners might be "ready" for tornado's but we cant do anything to keep our houses/land/stores/towns from being hit by one. We just have to go into the basement and hope that nothing gets hurt. Not a whole lot you can do to prevent damage when it comes to tornado's, I grew up with them every spring/summer and have seen the devastation they can cause. There is nothing you can do to stop or prevent them just like anything else with mother nature.
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pwfb

Jun 9, 2008, 9:50 AM
Hey. here is a thought "XXX"; instead of worrying about what I write, much less feel about a situation, why don't you join the Peace Corps and/or the Salvation Army and go help all of the people you mentioned who are in need since you obviously have so much free time to comment on my situation!

Forums, blogs, etc. are like TV and radio stations. If you don't like the content "XXX", change the channel and tune out!
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phonefan1

Jun 9, 2008, 8:41 AM
First of all, let me apologize for the way the Tech rep treated you. I am glad to hear that you have previously only had good experiences with Customer Service. VZW does a great job of training all of it's reps on how to treat a customer with respect and be their advocate. Problem is, they hire PEOPLE. We all know that people screw up at times and can be complete jerks. Yet, that is no excuse. A very high majority of the calls into CS are recorded and can be reviewed by management. If you do not feel that your issue has been resolved, please call and ask to speak to Executive Relations. Bottom line is this, if a rep is caught being rude to a customer, they will be minimum, COACHED and maximum -FIRED.
I know you have a hard choice t...
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pwfb

Jun 9, 2008, 9:44 AM
Thank you "phonefan1"!

Quite frankly, as for staying, quote frankly, at this point, a huge driver in that decision is if/how they respond from here.

In addition to the "voice of the customer" complaint, I have also followed the other suggestions offered both online in this forum as well as through email.

Thanks again!
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marshefen

Jun 10, 2008, 11:01 PM
I understand you're trying to help the customer here, but you're giving the wrong info. You can't call and ask to speak to Executive Relations. There is a process, first customer service, then supervisor, then AD, THEN executive relations. They would be the last resort if a situation can't be resolved.
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BB2709

Jun 9, 2008, 9:18 AM
Its time for you to move on from this phone scoop forum. I work for verizon and if your not getting the respect or service that you are paying for then its time to move on. People on phone scoop will tell you that its all about the network. ALL CELL PHONE COMPANIES ARE THE SAME.


pwfb when you work in the cell phone industry u have allot of stressful days but u should not have been treated like that. I give 100 percent to my customers but its the higher ups. u should shop around
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phonemechanic

Jun 9, 2008, 9:22 AM
Do you tell your in-store customers to shop different carriers? Eh?
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BB2709

Jun 9, 2008, 9:26 AM
defiantly not
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LicorShot

Jun 9, 2008, 10:22 AM
**** i do ....
its a good sales tactic
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BB2709

Jun 9, 2008, 10:23 AM
its a hustle baby as my manger says. u sell the idiot something they don't need.
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llama

Jun 9, 2008, 10:28 AM
BB2709 said:
I work for verizon
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Kagehiru

Jun 9, 2008, 10:41 AM
It is a shame that 8 years of good service can be erased by one bad incident. Fortune is a fickle mistress.
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pwfb

Jun 9, 2008, 11:01 AM
As I have said before "Kagehiru", at this point, the ball is in VZW's court. Let's see if they respond to me in 48 hours as THEY promised to. They have all of my contact numbers and my secretary will put them right through if they call.
...
Kagehiru

Jun 9, 2008, 11:10 AM
I would disagree with there, pwfb- no quotes necessary. As I said before, it's a shame to throw 8 years of service away based on one incident, but let's not fool ourselves, shall we? Your combative tone and and the structure of your post suggest little more than an attempt to creatively troll the forum. Judging by the amount of responses, I would say you are doing well.

Good day.
...
Dogism

Jun 9, 2008, 11:19 AM
yeah i agree this post seems really fishy, if it was as bad as he says he would not be waiting around for a phone call...kinda sounds made up to me. if i was treated that way i would just port not hang around for a phone call while seeking hand holding on an Internet forum.
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Kagehiru

Jun 9, 2008, 11:29 AM
He's a veteran of the forums according to his profile and his posts do have content, but he is quick on the trigger to say he should switch to another provider when something does not go his way. Currently his alternative appears to be AT&T, which provides service to his Black Berry, or did. But he was thinking of leaving them, too.

He may be legit, but arrogant and impetuous too, I don't know.
...
liquidfire

Jun 9, 2008, 11:46 AM
hes just a cry baby that is looking for a free handout. its the normal "if you dont give me xxxx, i'm goin to att, tmo, sprint, etc."

its old. not getting old, its old. and its bull!
just cuz you had one bad experience with a rep, you expect the company to do all kinds of crap just to keep you. Rolling Eyes

the door is over there --->>
dont let it hit you on the way out.....
...
pwfb

Jun 9, 2008, 11:45 AM
Combative "kagehiru"? I originally cited a situation, asked for input regarding a tool that was offered to me to resolve the matter and then I have people like you suggesting that I am "combative"?

Again I say, re-read the entire thread. Those folks who were kind enough to answer my initial question, I thanked and stopped.

People like you though who for some reason chose to impugn me will draw a response.
...
Kagehiru

Jun 9, 2008, 12:38 PM
I didn't suggest, I said as much. As for the rest, I have and, like you, stand by my original assertion.
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pwfb

Jun 9, 2008, 3:42 PM
And to you "Kagehiru", I say God Bless, and God be with you.
...
XXX

Jun 9, 2008, 6:08 PM
Oh man..Don't bring that god garbage in here. If you're so damn foolishly religious, then ask him to smite that bad tech you were on the phone with.
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pwfb

Jun 9, 2008, 6:22 PM
I need not ask the Lord to smite anyone "XXX", he responds in his own way and his own time.
...
Dogism

Jun 9, 2008, 10:46 AM
i am already sick up this thread, just man up and leave!
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lawman101

Jun 9, 2008, 11:52 AM
I'll ignore the fact that we're only getting one side of the story and accept what you say at face value - something my profession never does.
If you're going to abandon 8 years of service due to one incident with one person and succumb to the lure of "incentives" to sign with another provider, then it's only a matter of time until you have one bad experience with your new provider and start looking around; or, more likely, regret leaving Verizon.
If we extend your logic it sounds like you're going to have to find another electric company, water company, car manufacturer and dealer, new clothing store, new pharmacy, new grocery store. I'm sure you had a bad experience, but think about how many times you had a bad day and in some way one ...
(continues)
...
pwfb

Jun 9, 2008, 12:19 PM
"lawnman", as I have stated in several earlier post replies, at this time, the ball is in VZW's hands.

I am eagerly awaiting their reply to my concerns and issues.
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Dogism

Jun 9, 2008, 12:28 PM
they wont call for every one that leaves hundreds sign up, cya and good luck! Very Happy
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pwfb

Jun 9, 2008, 3:40 PM
And of course "Dogism", that is their prerogative and ultimately the basis for which I will render a final decision.
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Dogism

Jun 9, 2008, 3:47 PM
Save yourself some time on the Ticktock Ticktock, cuz it ain't going to happen brah.
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pwfb

Jun 9, 2008, 4:32 PM
Again "Dogism" I can not even begin to put a price on your wonderful wisdom.....
...
Dogism

Jun 9, 2008, 4:34 PM
Says the jerk off sitting around crying about his nothing dilemma while waiting for his secretary to patch verizon through Laughing Rolling Eyes
...
pwfb

Jun 9, 2008, 5:08 PM
The breadth or your reasoning and intuitiveness continues to astound even I "dogism". Kudos to you.
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liquidfire

Jun 9, 2008, 1:33 PM
the ball is in their hands huh....
so what exactly are you expecting them to do for you? give you free stuff? give you a new phone? free minutes??

the most you will get is a "we're sorry" and thats it

go cry some more
...
lawman101

Jun 9, 2008, 6:12 PM
PWFB ( you've convinced us that's an acronym for Poor Whinny Fan Boy). Leaving the ball in VZW's hands is most likely representative of everything else you do in life - let someone else determine your fate. What I don't see in your response is a response. I suggested you look at the times you were having a bad day and one of your clients or customers was the victim of your misery. Apparently facing the truth is another thing you don't do well. You had a bad time with a tech support person and now you expect to post in the forum and garner the support and sympathy of everyone else. Ain't gonna happen. You don't like the way you were treated then man up and leave. Pay the ETF's, grab all the incentives, and enjoy your new provider. Until, of c...
(continues)
...
pwfb

Jun 9, 2008, 7:12 PM
Thank you for the feedback "lawman101".
...
Shocked Amazement

Jun 9, 2008, 1:32 PM
Just what I thought. I just kept reading pwfb's posts and now we get to the nitty gritty. He WANTS SOMETHING FREE, there he's going to claim they were rude, they treated him badly, whah whah whah. Typical.
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vzman23

Jun 9, 2008, 1:07 PM
I think you need to re-evaluate your expectations. If every customer at every company left after one experience churn world wide would be enormous. Maybe you're too sensitive?
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BB2709

Jun 9, 2008, 2:57 PM
thats what i'm thinking. does he live in oh.pwfb will you please pay the $440 is leave verizon. WE dont want u
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Its-The-Network

Jun 9, 2008, 3:01 PM
how about you leave the forum because noone wants you here.
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pwfb

Jun 9, 2008, 3:50 PM
Another brilliant response. Thanks "its-the-network" for sucking up bandwidth for no meaningful purpose.
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liquidfire

Jun 9, 2008, 4:28 PM
because this post, wait escuse me, this thread, is a meaningful purpose Rolling Eyes
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pwfb

Jun 9, 2008, 5:03 PM
Obviously not to you "liquidfire" as you see no merit to my situation. So therefore, I remain mystified as to why anything that I write would be worthy of your valuable time to respond to.
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willv

Jun 10, 2008, 2:03 PM
we see where your comming from, but 1 bad csr in 8 years? do you sell your car because you ran over a nail and got a flat tire?
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pwfb

Jun 9, 2008, 3:46 PM
Very rationale, intelligent and relevant post "BB2709." Thanks for contributing nothing meaningful to the discussion.
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BB2709

Jun 9, 2008, 3:47 PM
so are u still with verizon?
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pwfb

Jun 9, 2008, 4:34 PM
"BB2709", I am living up to my promise to the last person I spoke with at VZW and waiting the allotted time for a response. Thank you for your concern.
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mellowlen62

Jun 9, 2008, 5:31 PM
no one is concerned...
...
pwfb

Jun 9, 2008, 6:10 PM
"mellowlen62", yet people like you keep responding!

Odd, very odd.....
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BB2709

Jun 9, 2008, 8:19 PM
Have u been shopping around yet? What do u want verizon to do for u?
...
pwfb

Jun 9, 2008, 8:37 PM
Yes I have. I won't mention carrier names as I am very confident that the mere mention will start a whole new flame war. Suffice to say there are very attractive deals out there. Being fair, I am sure that the same would be the case if I was on the outside looking into VZW.

As for what I want VZW to do for me, the major thing I want to see is them honor their commitment to call me back in 48 hours. Oops, we missed that one :-(
...
mellowlen62

Jun 9, 2008, 5:28 PM
my thoughts exactly!! in my business (which is not wireless) there are customers we want to lose because they're more trouble than they're worth. good riddance!
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mellowlen62

Jun 9, 2008, 5:30 PM
oh **** am i quoting shakespeare out of context again? damn...avgjoe will be here any minute...
...
latincandy78

Jun 10, 2008, 8:45 AM
mellowlen62 said:
oh **** am i quoting shakespeare out of context again? damn...avgjoe will be here any minute...


Laughing Laughing Laughing Laughing
...
pwfb

Jun 9, 2008, 3:44 PM
"vzman23" as I have stated several times before, for better or worse, this is one of those experiences that you probably had to be there to fully appreciate and understand. My point was originally asking a question, not seeking input as to whether I should stay or go.

As for me being too sensitive, based on the realm that I deal with every day...not likely, but it is a fair point.
...
liquidfire

Jun 9, 2008, 4:33 PM
you keep saying that its one of those "you had to be there" things. so why dont you tell us exactly what happend? what was the issue you were calling about? what did you say to the rep to set him off? i highly doubt he can onto the call being mean from the get go. chances are you did or said something to set him off. what was it?

also, stop making posts telling other users that thier posts are a waste of bandwidth and dont add anything to the thread. your responses to those posts are worse than the post itself. and frankly, you are a senseless waste of life in general. i mean you are complaining and crying because 1 person was "mean" to you.

|
|
|
|
| Crying or Very sad
|_______________
...
pwfb

Jun 9, 2008, 4:38 PM
"liquidfire", I am curious. If my posts trouble you so much, why do you bother to respond?

In your words; "chances are you did or said something to set him off", so why are you bothering to waste your time on me?
...
Dogism

Jun 9, 2008, 4:42 PM
Way to duct the question Rolling Eyes
...
Dogism

Jun 9, 2008, 4:43 PM
duck*
...
pwfb

Jun 9, 2008, 5:05 PM
"Dogism", I am merely applying the same logic and reasoning, which you have in relation to answering the central question raised in my original post.
...
liquidfire

Jun 9, 2008, 5:41 PM
but you're question was answered. the voice of the customer is basically to make you feel as tho you are making progress and will be heard. which it will be heard and the rep will get reamed out. happy?

now why wont you answer our question?
huh?

is it because you provoked the rep and dont want to admit it?
...
pwfb

Jun 9, 2008, 6:18 PM
"liquidfire", when a person comes on and says "what's YOUR problem" and you explain the technical difficulty you are experiencing, and he retorts with; "no, what's YOUR problem" and then berets you because you switch phones fairly often, even though you always pay FULL RETAIL, that's a problem.

Oh, it got even worse from there "liquidfire" since you seem to care so much.

Are you happy now "liquidfire"? Are you fulfilled and satisfied "liquidfire"? Have I met your expectations "liquid fire"?

So please go ahead and wax on as to how I "provoked the rep". I can't wait to hear these next pearls of wisdom and observation.
...
liquidfire

Jun 9, 2008, 6:46 PM
you still didnt answer the question. what was YOUR problem?

and also, the "" around liquidfire are not necessary as you have been previously made aware of Drooling
...
pwfb

Jun 9, 2008, 7:18 PM
My "problem" was that the phone would not pair to any one my bluetooth devices and blew through a battery in about 4 hours or so, even with NO talk time.
...
liquidfire

Jun 9, 2008, 7:26 PM
if less than 1 yr old, FRU replacement for free
more than a year old with insurance = $50 deductible for a new phone
more than a year old without insurance = buy a new phone @ retail or hit up ebay
...
pwfb

Jun 9, 2008, 7:49 PM
its is about 6 months old. we did not get to the "replacement" discussion until after he dissect my phone habits, even though I pay full retail for my devices.
...
liquidfire

Jun 9, 2008, 8:02 PM
well he was right do to so. sry but we have people that abuse phones and then try to blame it on a facorty defect. if you treat your phones with respect, then no problems with replacing it. had he determined that the reason it wasnt working was due to misuse and abuse, then full retail for a new phone. thats why when you have issues like that i recommend taking to a store first. that way they can see the phone and make the decision without berating you with questions.
...
pwfb

Jun 9, 2008, 8:29 PM
the reason I did not go the store route was-

A) the problem happened late Friday night

B) while I have a GREAT relationship with my local store (just dropped them off donuts last week because I was in the neighborhood), the nearest full serve service center is about 30-40 minutes away.

again, not to belabor this, but, LONG before we got to the phone problem, he insisted on talking about "MY PROBLEM".
...
BB2709

Jun 9, 2008, 10:12 PM
Just wondering if u have moved on from the big red? What offers are out there?
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gadgethead

Jun 9, 2008, 6:56 PM
Well it's good to see that VZW employees are striving for the lofty goal of some helpful customer service reps. Go Big Red!!!!!
...
llama

Jun 9, 2008, 7:33 PM
Thank yuo for your input. Have a nice day.
...
reklisammy

Jun 9, 2008, 10:36 PM
Do you honestly think that you wouldn't find someone like this in another company. I'd say one bad experience in 2920 (8 years) days is pretty good!

Ps get a grip, you live with humans
...
pwfb

Jun 10, 2008, 11:00 AM
Thank you for the insightful and helpful reply "reklisammy"
...
allboutvzw

Jun 9, 2008, 10:49 PM
You asked a question, it got answered on Saturday at 10:54pm by “LordObento”. I have no idea why you’re still ramping. You even mentioned in your original post, that you guys are “pretty set on paying the ETF and giving someone else a shot with our business”. Sounds to me like you already had your mind up, before you even posted.
Just to tell you, Verizon is the third contract company; I’ve had. I couldn’t get service in my area with AT&T and they just refused to believe it, and Sprint would drop 20 of 30 calls a day and every Representative not 1, but every Rep had a bad day and would let you have it. If you’re pissed because one rep out of an estimated 65,000 had a bad day, wait to see...
(continues)
...
crackberry

Jun 9, 2008, 10:52 PM
pwfb said:
For the first time in about 8 years, I had a really bad experience with a VZW tech on the phone last night.

The customer service person was great, but once connected to the tech support person, it went downhill very quickly.

He belittled me, questioned my phone usage and overall insulted me.

Understanding that everyone has a bad day, I slept, and prayed on what happened. Still upset this morning I called to register my experience. They filed something called a "voice of the customer" complaint.

The woman I spoke today was very nice, apologized over and over, but neither my family or I really want to stay with a company that would employ someone like this.

We're pretty set on paying the ETF and g
...
(continues)
...
BB2709

Jun 9, 2008, 10:57 PM
Did I help u the other night? So what company u going to my man? Your post is making people so upset. People on the vzw forum can't take it when u say something negative about vzw. When u leaving?
...
crackberry

Jun 9, 2008, 10:59 PM
crackberry said:
pwfb said:
For the first time in about 8 years, I had a really bad experience with a VZW tech on the phone last night.

The customer service person was great, but once connected to the tech support person, it went downhill very quickly.

He belittled me, questioned my phone usage and overall insulted me.

Understanding that everyone has a bad day, I slept, and prayed on what happened. Still upset this morning I called to register my experience. They filed something called a "voice of the customer" complaint.

The woman I spoke today was very nice, apologized over and over, but neither my family or I really want to stay with a company that would employ someone like this.

We'
...
(continues)
...
vzman23

Jun 10, 2008, 1:24 AM
We will be dying to hear it.
...
MidnightDT

Jun 10, 2008, 2:16 AM
pwfb,

you aren't going to be as happy with another carrier. VZW is #1 for a reason. you will be giving up the best network and some of the best phones to go to another carrier that is going to be rated lower then vzw in customer loyalty, customer satisfaction, and customer service.

no other company works with their customers as much as verizon wireless. we have the most customer friendly policies in the industry (Worry free Guarantee, annual upgrade, new every two, Multi FRu, tierd ETF, etc) and are far more flexible on bending policies when its needed. this fact is evident by our industry leading lowest churn for the past 15 consecutive quarters!

worst of all when you do go thru all the hassle to switch over you will still be with...
(continues)
...
BB2709

Jun 10, 2008, 8:50 AM
Don't you people get it. He is not leaving. This is hilarious
...
latincandy78

Jun 10, 2008, 8:56 AM
BB2709 said:
Don't you people get it. He is not leaving. This is hilarious


Surprised OMG, for the first time, I actually agree with BB2709 Surprised Paranoid

Just let this thread die the horrible death it deserves and don't add fuel to the fire... All his questions have been answered he just wants a hand to hold. Laughing
...
kevinski

Jun 10, 2008, 11:21 AM
Just curious as to whether or not you still intend to leave VZW? I've read a lot of the responses here, and - really - much of what I'd have to contribute was already said.

You'll come across a situation like this in pretty much any business. Also, not to sound biased or anything, but there's no way that you're getting a better customer service experience with another major cell phone carrier. If you've largely been pleased with the experience, then don't let one idiot mess up the relationship that so many others have helped to build with you.

By the way, you can leave feedback at the Web site quite easily. Just go to vzw.com, then mouse over Support and click on Contact Us. Choose "I receive a monthly statement" for your customer type...
(continues)
...
pwfb

Jun 10, 2008, 1:23 PM
Thanks very much "kevinski"!

As I did not hear back from VZW within 48 hours as promised, I did go to their website and left my feedback as well as all of my contact information.

We'll see if they respond or not over the next week or so. We've visited other carriers, talked about options, but I told them that I would not make any decisions on a switch till the end of this week so that I have VZW a fair amount of time to respond.

Albeit my company is much smaller than VZW, we have a simple mantra that we live by: its not what we did wrong, its what we do to make it right that matters.

Though the scale of business is quote different, the theme and action will hopefully be the same.

Thanks for your thoughts.
...
60dollarcarcharger

Jun 10, 2008, 1:24 PM
"pwfb" "pwfb" "pwfb" "pwfb" "pwfb" "pwfb" "pwfb" Laughing we get it.. you like attention
...
pwfb

Jun 10, 2008, 1:30 PM
Very insightful and helpful "60dollarcarcharger", thanks for the input...?
...
60dollarcarcharger

Jun 10, 2008, 1:31 PM
ya know.. you don't HAVE to respond to everyone
...
BB2709

Jun 10, 2008, 1:30 PM
pwfb what kind of offers are u getting? 60dollarcarcharger how was that post about verizon come on
...
flip69

Jun 23, 2008, 2:31 PM
pwfb is a troll.
...
Dogism

Jun 10, 2008, 1:31 PM
I Told you they wouldn't call!!! Laughing
...
phonemechanic

Jun 10, 2008, 2:05 PM
I'm not sure if this has been asked or answered yet, but what are your expectations? What's your ideal outcome of this situation?
...
Its-The-Network

Jun 10, 2008, 2:06 PM
probably a free phone! Laughing
...
kevinski

Jun 10, 2008, 6:08 PM
Yeah, definitely give them a bit of time. I've received positive feedback through the Web site before, so I know for a fact that it gets looked at. Higher-ups within the company will contact customers for various reasons, and I'm sure that you'll get some sort of call soon. Even the president of the company calls customers, as far-fetched as that may seem.
...
robtheman

Jun 10, 2008, 1:29 PM
kevinski said:
Also, not to sound biased or anything, but there's no way that you're getting a better customer service experience with another major cell phone carrier.


Unless it's T-Mobile.
...
BB2709

Jun 10, 2008, 1:36 PM
what type of cell phone do u use? i work for verizon they will probably not call u back. i work for them i know.
...
kevinski

Jun 10, 2008, 5:56 PM
You don't know. It depends on the nature of the feedback given, as well as whether or not it was specified that he should be contacted back as the feedback was collected.
...
willv

Jun 10, 2008, 2:01 PM
Im not going to read the other hundred posts about this, just going to say....

if its been 8 years and you have had only 1 bad experience, that sounds damn good. are you going to stop eating your favorite food or stop visiting your favorite restaraunt becuase of one bad meal? probably not....
...
Its-The-Network

Jun 10, 2008, 2:06 PM
it happens i ate at KFC a few years back on found some gross something in my chicken..and haven't been back since. but i am just playing this entire thread just seems stupid to me.
...
robtheman

Jun 10, 2008, 2:08 PM
Did anybody ever figure out what the rep actually did? I'm curious.
...
Its-The-Network

Jun 10, 2008, 2:17 PM
he seems to love to be all aloof with the real information.
...
BB2709

Jun 10, 2008, 2:27 PM
It really sux that verizon is not calling back
...
marshefen

Jun 10, 2008, 11:19 PM
I'm not trying to be rude, but what exactly are you looking for? You already said that the next rep you spoke to apologized over and over and submit a complaint. So are you looking for a credit, something free, what?

Unless you specifically asked someone to call you back, they aren't. If you wanted to speak with a supervisor, you should have asked for one then, or called back to request one. Regardless of whether you feel that person treated you rude or not, they aren't going to get fired because you submitted a complaint.

Rather than sitting around and waiting for someone to call you, call them. You have to realize that VZW has over 65 million customers and customer service isn't just sitting around waiting to call people, they're s...
(continues)
...
latincandy78

Jun 11, 2008, 10:00 AM
Please let this thread die already. He already posted another thread stating the issue was resolved:

http://www.phonescoop.com/carriers/forum.php?fm=m&ff ... »
...
flip69

Jun 23, 2008, 2:25 PM
Maybe its time to go (where)? What a stupid post. Dude its time for you to go to Sprint or anywhere else.
...
flip69

Jun 23, 2008, 2:27 PM
This may be the dumbest post of all time. Verizon should cancel your service immediately and never allow you back.
...
New_2_T-Mobile

Jun 23, 2008, 3:03 PM
Way to be up a cased closed thread! Rolling Eyes
...
flip69

Jun 23, 2008, 3:18 PM
Boo Hoo retard.
...
The New ATnT Wireless

Jun 23, 2008, 3:59 PM
I wouldn't jump ship just based on that one horrible experience. Unless of course, you are tired of Verizon and want a new carrier, then switch. If you like your service, plan, phones, features, then stay with Verizon.

Overall, they're a good carrier and they have a lot to offer.
...
itsallaboutme

Jun 23, 2008, 4:52 PM
Hey flip maybe u should learn to read and notice that we took care of our customer and they are happy now. Just because u were probally dropped a few times as a child doesn't mean to be rude to the world. Please go seak help for all of us.
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Yean

Jun 23, 2008, 4:59 PM
Laughing OMG! I haven't heard Flip in a long time. Thanks, that was funny. Not to be a Danny Downer on your parade, but it's seek, not seak. I'm sure you knew that, I make the same mistakes too.
...
The New ATnT Wireless

Jun 23, 2008, 9:41 PM
Laughing
...

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