VZW's CS is a life saver!!

[Jodi]

Well...here's a positive story...

My husband and I went to a VZW corporate store and had our family share plan changed over to individual $39.99 plans and got new phones. My husband went to NYC for the weekend and downloaded a game from GIN after being stuck in the airport for 10 hours (another story...).

Anyway, I went to go check his phone to see if the game was using airtime (from another post) and found all the minutes he used to call me were not applied to the "Free IN" minutes!! In fact, there were no "Free In" minutes at all!

I called VZW and the CSR told me the dork from the store never changed our plan and we were still on the $45.00 + $20 Family share plan !!! She was so apologetic and switched our phones over to the 2 $39.99 plans & confirmed we both have the Free IN minutes. Furthermore, she agreed to credit my husband's account if he goes over the Anytime minutes as a result of his mistake!!! I went back and checked his minutes & now the Free-In in showing up...

Another plus for VZW!!

[BKKloppenborg]

Originally Posted by Jodi

Well...here's a positive story...

My husband and I went to a VZW corporate store and had our family share plan changed over to individual $39.99 plans and got new phones. My husband went to NYC for the weekend and downloaded a game from GIN after being stuck in the airport for 10 hours (another story...).

Anyway, I went to go check his phone to see if the game was using airtime (from another post) and found all the minutes he used to call me were not applied to the "Free IN" minutes!! In fact, there were no "Free In" minutes at all!

I called VZW and the CSR told me the dork from the store never changed our plan and we were still on the $45.00 + $20 Family share plan !!! She was so apologetic and switched our phones over to the 2 $39.99 plans & confirmed we both have the Free IN minutes. Furthermore, she agreed to credit my husband's account if he goes over the Anytime minutes as a result of his mistake!!! I went back and checked his minutes & now the Free-In in showing up...

Another plus for VZW!!

damn i wish i had that much luck with Verizon.. Here in Southern CA its gone downhill to fast.. Thats why i swtiched, good luck and hope you get better luck with them then i did.

[Jodi]

Originally Posted by BKKloppenborg

damn i wish i had that much luck with Verizon.. Here in Southern CA its gone downhill to fast.. Thats why i swtiched, good luck and hope you get better luck with them then i did.

That's interesting!! Especially since I'm in Southern California!!

[AnthroMatt]

Originally Posted by BKKloppenborg

damn i wish i had that much luck with Verizon.. Here in Southern CA its gone downhill to fast.. Thats why i swtiched, good luck and hope you get better luck with them then i did.

Talked to my parents in El Cajon yesterday and they did indicate that Verizon seems to be worse now than they were years ago (my dad has been with them since Airtouch days). With that in mind, they are still happy with the service they are getting. It isn't bad by any means and they aren't willing to risk a switch and ending up worse off than they are now.

[Tony E!]

if you really think about it, VZW didn't do anything special, they made a mistake and they corrected it, something that any carrier would and should do...glad you got it worked out.

[AnthroMatt]

Originally Posted by Tony E

if you really think about it, VZW didn't do anything special, they made a mistake and they corrected it, something that any carrier would and should do...glad you got it worked out.

You're right...but it is always nice to have an error corrected on the first try. Had Verizon done the same for me they might still be getting $100+ each month from me.

[Tony E!]

Originally Posted by AnthroMatt

You're right...but it is always nice to have an error corrected on the first try. Had Verizon done the same for me they might still be getting $100+ each month from me.

yes good point, i almost cancelled my service with them a few months back when the Slider was released, i got a bad one and when i went to get it replaced the girl at the counter was so busy talking about a concert with her co-worker that she dropped the new phone that she was going to give me, after inspecting it, it had a scratch, i told her about it and said that she couldn't give me another one just because of a scratch, i told her that i had paid for a brand new phone and that's what i expected in return, her manager told her to just give me another one which she did almost slapping the phone in my hand, when i got to the car it wasn't activated, i was really upset but just drove home and activate the phone myself...
why does VZW keep employees with bad attitudes?

[Jodi]

Originally Posted by Tony E

if you really think about it, VZW didn't do anything special, they made a mistake and they corrected it, something that any carrier would and should do...glad you got it worked out.

Tony...

By all means you're right...but when I call a CS department, I'm always ready for a fight...this CSR was polite (& overly apologetic...although she didn't cause the problem) and willing to fix the problem...no questions asked...

It's always nice when you don't have to fight a company when fixing their mistakes!

[jayc]

Originally Posted by Tony E

yes good point, i almost cancelled my service with them a few months back when the Slider was released, i got a bad one and when i went to get it replaced the girl at the counter was so busy talking about a concert with her co-worker that she dropped the new phone that she was going to give me, after inspecting it, it had a scratch, i told her about it and said that she couldn't give me another one just because of a scratch, i told her that i had paid for a brand new phone and that's what i expected in return, her manager told her to just give me another one which she did almost slapping the phone in my hand, when i got to the car it wasn't activated, i was really upset but just drove home and activated the phone myself...
why does VZW keep employees with bad attitudes?

Certain employees can't handle the day-to-day stress of working in the wireless industry. If you take things personal it usually shows in your attitude.

Also if they are in sales and do a good job at the sales part their customer service skills can be little to none and can easily get away with it.

As far as your situation... it's ridiculous she would argue with you over something she had done. lol

[rich6880]

Three years ago, at the anniversary of my first contract, I signed up again, for the local plan, the same as I had for 2 years. Well, for a month I made my calls from Connecticut to friends in New Mexico and Colorado. At the end of the month, was I shocked to see a bill for hundreds of dollars. I called customer service and asked them, why I had so many long distance charges. They explained that my original local plan meant that I could call anywhere, without long distance charges, as long as I called from CT or Mass; but now local plan meant that I could only call CT and Mass. Long story short CS switched my plan and credited me all of the long distance. I TY VZW.

[Tony E!]

Originally Posted by Jodi

Tony...

By all means you're right...but when I call a CS department, I'm always ready for a fight...this CSR was polite (& overly apologetic...although she didn't cause the problem) and willing to fix the problem...no questions asked...

It's always nice when you don't have to fight a company when fixing their mistakes!

true, i've had better experiencess with CS department over the phone, everytime i get someone that's very well manered, i guess like Jayc said, some of the ones at the stores can't handle the stress that goes along with the job...

[Tony E!]

Originally Posted by jayc

Certain employees can't handle the day-to-day stress of working in the wireless industry. If you take things personal it usually shows in your attitude.

Also if they are in sales and do a good job at the sales part their customer service skills can be little to none and can easily get away with it.

As far as your situation... it's ridiculous she would argue with you over something she had done. lol

exactly my point.....
in the end, i didn't even keep the Slider....lol

[Steve B]

My experience with VZW CS has been great. Extraordinary in fact. I had some issues with my phones and they sent me 2 FREE new ones. No charge. That is what I call CS.

[AnthroMatt]

Originally Posted by SBacklin

My experience with VZW CS has been great. Extraordinary in fact. I had some issues with my phones and they sent me 2 FREE new ones. No charge. That is what I call CS.

To be fair, I also did have a couple good experiences with VZW CS. I just had to call them every month for one reason or another, and when you have to call that often you are bound to have bad experiences with a rep or ten.

[Steve B]

Originally Posted by AnthroMatt

To be fair, I also did have a couple good experiences with VZW CS. I just had to call them every month for one reason or another, and when you have to call that often you are bound to have bad experiences with a rep or ten.

I will agree. I also believe that the more time you spend with CSRs you are more likely to run into some problems. I have had to deal with them a few times. Nothing major except the handset issues I mentioned before. Although, everytime I call them they are extremely friendly. They have always asked how I am and how my day is going, etc. Basically, also making small talk while trying to address my issues. That says a lot.

[agentHibby]

Originally Posted by BKKloppenborg

damn i wish i had that much luck with Verizon.. Here in Southern CA its gone downhill to fast.. Thats why i swtiched, good luck and hope you get better luck with them then i did.

I lived in San Diego Metro in 1998-2000 back in the days of GTE and Airtouch were the cellular providers. What I understand is that San Diego has alot of holes in certain areas due to an increase in cell towers in other area. Am I right on this??

[AnthroMatt]

Originally Posted by agentHibby

I lived in San Diego Metro in 1998-2000 back in the days of GTE and Airtouch were the cellular providers. What I understand is that San Diego has alot of holes in certain areas due to an increase in cell towers in other area. Am I right on this??

San Diego County is just a tought place to cover for any carrier because of all the mountains and canyons. The topography is not cell-friendly. And then you add the NIMBY's on top of that...oy!!