Verizon Customer Support Success Story

[Malial]

I thought I would post my recent experience with Verizon customer support since there is a lot of negative experiences with Verizon being talked about. It would be nice to share a positive one.

I currently have the LG VX4400 phone with the v04 software. I have been trying to get the software updated for over a month now. Some of this has already been documented in this thread, so I won't go into too much detail here.

The nutshell is that there are two stores in Columbus, Ohio that do software upgrades. For over a month I've been getting conflicting reasons as to why the can't do it...These of course have ranged from "Ummm...Software?" to "There is no v06."

So after dealing with this for about 6 weeks, I finally got fed up. I wasn't so much upset that I couldn't actually get the software update, but more with the lack of knowledge, response and motivation that I was receiving from the tech support. Not being able to do it is one thing, but not knowing the real reason why they can't do it was infuriating. Each person had a different reason- which begs the issue in general of how well trained they are. Yes, we all know that most of us here know more than the actual people who work for the cellular providers, and I always try and keep this in mind with dealing tech support. It's not really their fault that I just happen to be a very informed consumer who's hobby is cell phones.

So after two more calls to the tech support stores, and being told that they can't update me to v06 because they have to step through v05, which they no longer have on their computers and are not able to get (uummm..I have v05. How hard could it be for them to get it?). And in actuality, from what I understand, and has been reported in this forum as well as "others," is that you can go from v04 to v06. There's just an extra DLL file that needs to be updated (which I tried explaining to them but they didn't want to acknowledge).

So I sat down and wrote an email to the CEO of VZW. Straight to the top. Within an hour, I had a voice mail from and Executive Account Service Representative (I'll call him "The G"). I wrote the letter not so much as a complaint, but as a concerned, but otherwise happy, Verizon consumer (you always catch more flies with honey).

So I call The G back and he said the he had had my email forwarded to hime from the CEOs assistant and was instructed to rectify the situation. I explained to The G about trying to get the software updated and the obstacles that I have been encountering. the G would look into and give me a call back.

The G calls back the next day and gives me the same line about having to step the software update and that the stores no longer had the v05 software. So in reality, all The G did was call the same stores that I had been dealing with and took their word about what needed to be done. I was a little dissappointed at this to be honest. I was hoping The G would put a little more effort into figuring out why these stores can't do the software upgrades that other stores around the country have no problem doing.

However, The G was very willing to try and provide a solution to the problem and wanted to make me a happy VZW customer. The G offered two solutions: 1- switch my 4400 with a newer phone that already has v05 software loaded onto it and then update that one to v06; or 2- allow me to trade in my phone for a completely different phone.

My whole issue to this point was really with the stores around here not being able to provide a basic service that other stores can provide, and not so much with the actual 4400 phone. Although I was beginning to get tired of my ears bleeding after every phone call. So I told him I would think over my options and that I would call him back.

After perusing the VZW line up of phones (which took all of 1 min 30 sec) I decided that the 4400 was still the most appealing phone, for me, that they offered. So I called The G back and told him I would switch for a newer phone (not a refurb). The G said he would call the store manager out here and set it up and would get back to me on Monday.

Well, all during this time, I had been paying attention to the release of the Samsung A530. I've had a couple Samsung phones and they have always been my favorite phones. I was extremely interested in the A530 and was kicking myself now that I didn't just wait to buy a new phone when it came out...Alas- The grass is always greener...

I had actually asked The G about the 530 on Friday when I was trying to decide what to do and he said he had never heard of it and didn't know anything about it being released (not surprising). So I sighed...and said give me another 4400.

Monday afternoon rolls around and I still haven't heard from The G. I noticed the 530 had been released in eastern and western markets, but as always, the midwest was left out. I called the 800 JOIN IN number and inquired about the phone and was told that I could order it over the phone...However I don't think she ever asked where I was actually located.

So I called The G back to see what was going on and feel out the possiblity of the getting a 530.

When The G answered the phone and updated me on the situation, I was a little caught off guard. Apparently he had been waiting to call me back because he was now "learning" that there is no way for him to give me a 4400 with anything better than v04 software. Why? you may ask. So did I. His story was that v05 had been pulled because of some unknown glitch (What the...?!), and that v06 hadn't been released yet and they didn't know when it would be (What the double....?!?)!

We all know that this just is straight out of left field.

What was the whole story about having to step the upgrades!? At this point I was at a loss and frankly flabbergasted (yes, that's right...flabbergasted) at this new response. Where do they get this stuff!?

So The G said that he could swap me a different 4400, but it would still have v04 software (even though I know there are units beign shipped with v05 on it). I said that does me know good. The G agreed and asked what I thought would be a reasonable solution to the situation.

Well...I said...That A530 that I mentioned to you on Friday has been released and I would like to switch my phone for that. (Furious tapping ensues on the other end of the line). The G says he has not heard of a 530 and that he shows none in inventory. I explained that it was just released today and that I calle the 800 number and was told I could order it. He sounded doubtful, but said he would look into it.

I waited anxiously...assuming The G would call back and say that the 530 had been released, but only to select markets and that he could not get one for me. But I was giving it a shot.

A couple hours later, The G calls back. He says "Where would you like you A530 shipped?" He said he would put in the order for it and I should have it by the end of the week. He said he would do an even swap for my 4400. After I receive the 530, just send the 4400 back to his attention. I said "Great!"

He then proceeded to say that he had just purchased a 4400 for a relative and that it was a very good phone. I agreed. I said that it in fact was a very good phone, but it does have some issues that have been worked out in software upgrades. I acknowledged that I am very picky when it comes to cell phones so I notice these things. But what compounds the issue is that these bugs have been worked out in software upgrades, that these software upgrades are available, and the they can be done...Except here. I told him I know that v06 has been released and that people do have it. I know that v05 hasn't been pulled due to some "glitch." And if you can't seem to get v05 anymore, it's because v06 is the most current release and that you should be able to use it.

So...This has turned into a very long story...So I'll try to sum it up quickly.

The fact is Verizon didn't really get to the bottom of my actual complaint. They didn't really research and they didn't really know what they were talking about. Even went so far as to make stuff up.

But- the customer service agent was very courteous and was more than willing to at try and make me happy no matter what the cost. So it's a good and bad portrayel of their support in reality. I, frankly, think it's over all good. Because even though they couldn't get their stories straight, they did understand the bottom line and that was to make the customer happy. Which they did (once I actually get my new phone anyway).

So I now wait for my 530 to arrive. Should have it hopefully by Thursday...Maybe Friday. I will post an in depth review comparing the 530 with the 4400 and t720 since I will have owned them all at that point. My only concern with the 530 is the lack of analog, but I decided to be brave and risk it...I may regeret that decision but, that will be another story....

[AnthroMatt]

GREAT post Malial. It is a little troubling what you had to go through, and in fact, they never actually resolved your issue. Also, I wonder if the "glitch" in ver 05 really exists or if it was just an excuse for not being able to give you a phone with 05 on it. Hopefully it is the latter because lots of people have ver 05! Still, it is nice to hear they were willing to offer up a solution to your concerns that seems like a very good one.

I hope the a530 works out well for you...may it not have the problems other CDMA Samsung phones have! [img]i/expressions/face-icon-small-smile.gif[/img]

And definitely a good overall experience with VZW customer service to complement my dreadful experience, though in the end it all worked out for me as well (or I think it did...I have to wait for that final bill).

[Malial]

I agree they didn't resolve the issue of obtaining the actual upgrades, but they did address the unsatisfied cusomter issue...so, six of one half dozen of the other.

I've read about a lot of peoples opinions of Samsung CDMA phones, but I've had nothing but good experiences with the two I've owned. The 8500 on Sprint was great in Columbus (horrible when I lived in Chicago, but that was a tower issue and not the handsets fault)....And I really liked my T300 on Verizon which I used up until a month ago...The only thing I didn't like was that it was a candy bar style (with a flip cover) phone and it wasn't 1x...I prefer flip phones.

I will readily admit that I am a little nervous about giving up analog, but not about using a Samsung CDMA phone...

[AnthroMatt]

I have heard good things about the T300...perhaps it's just the phones I have used (N200, A400, A460, and a310). The A400 was not bad either, but about 2 days after I bought it the A460 was released and I exchanged it...whoops! BIG mistake. Used that one for less than a week and just traded with a friend for his N200...it was marginally better and I wanted the phone to work, he wanted a "cool" phone so we were both somewhat satisfied.

I am definitely interested in hearing your opinions on the a530 once you get it...it is early, but it seems to be getting pretty good reviews!

[noles99]

I too can attest to the subpar cs here in the Ohio market. In March the main lcd display went out on my phone and I couldn't get it replaced for 2 weeks. The reps in the stores would only call local locations to see if they had any in, and one manager even told me to buy another phone to use untill they got more stock in! She told me with the 15 day worry free guarantee I would be able to return it when they got more stock. But, she couldn't say when stock would arrive. After numerous futile attemps with the local stores, I went with the higer cs through the loyalty dept and was <eventually> able to get the phone replaced. I also dropped a line to the president (Roger Tang in this market) and did receive a call and a follow up letter. I wasn't offered anything, cuz the csr I was working with in loyalty took off 1/2 my bill for that month, and I thought that was fair enough since the phone did still place and receive calls. I was told they would be looking into things at the stores in my area, whether they will or not, I have no idea. So, in the end I was successful, but I had to do all the work.

Incidently my old phone had 04 on it, and the new one I got has 05 and I haven't had any problems with it.

Malial - good luck with your new phone [img]i/expressions/face-icon-small-smile.gif[/img]

[AnthroMatt]

Ha...so you got a replacement with 05 Noles? And Malial was only offered one with 04? Bizarre.

I can't belive that an employee would have suggested you buy a whole new phone and then have to hope the new shipment of 4400's arrived within the 15 day period.

Hopefully they will look into things in this area, because although the problems various customers have seem to be resolved, it seems to take a much longer time and require much more effort than is really necessary. This is not only bad for the consumer, but it hurts Verizon. The longer they take to fix something the higher their expenses, whether through service credits, free replacement phones, or simply paying CSR's. It also hurts their reputation, which as I have said before, is a shame because I have little doubt Verizon has the finest network in the country.

[noles99]

I can't belive that an employee would have suggested you buy a whole new phone and then have to hope the new shipment of 4400's arrived within the 15 day period.

I couldn't believe it either. I just stood and stared at her blankly like, are you kidding me? And this was from a manager none the less! The person who called me from the presidents office was (or at least seemed to be) greatly concerned about that.

I really hope my letter detailing step by step the entire process I had to go through to recieve the replacement gets some results. The last time I was in there, I was shocked. There were actually 3 or 4 reps helping people, and there were people in the service dept also. Before when we'd go in there, there would be no one out front and a bunch of people in the store. Or one rep out, a lot of people, and reps poking their heads out from the back, then going back to the back room. So, at least on that trip, things seemed to be better, in that aspect anyhow. I guess it's a step in the right direction.

[Kenster]

Yeah Verizon had also offered me a free phone (albeit a 120e) and the CSR was willing to do it with a 1 yr contract, even though I had 1 yr and 3 months left on my contract. Effectively, it would've shortened my contract by almost 3 months. Kudos to Verizon for trying to please me. I actually sent the phone back because I did not really like it. What's noted on my account is the vx4400 if I want it. I never called yet to get it because I was eyeing the a530.

Although their upgrade policies are worse than most carriers, they do offer some flexibility when issues arises. In general, your overall view of customer service is dependent on how well the company treats issues and their attempt to rectify them...because all companies will have issues whether you like it or not.