Customer Service Snafu at Verizon Ends Well

I am not big on complaining online because it seems a little whiny. I know that people say there is power in it but I have seen big time social media players use their platforms at times to influence results and while I get it, I don’t really like reading it. Totally my preference personally (as in if people do it I know I don’t have to read it so I won’t).

I like reporting positive experiences through my blog. Why? Mainly because it’s more fun and it shows people when they are at their best even when the situation could help them expose their worst.

So long story short, I am switching out phones because I am due on two plans and I need a much more reliable (and usable) phone for my business than I currently have (which is a Blackberry Storm 1 which I wouldn’t wish on my worst enemy). Times being what they are I waited for the best deal. I am a Verizon customer so the iPhone was not an option (At least at this point in time. If it happens later I’ll cross that bridge.). Since my choices were now Droid devices I finally settled on the choices for me and my wife.

Here’s where the customer service issue occurred. In my discussions with a sales rep at a Verizon location, I was given bad information. Essentially it turned out that I was told I would get an additional $100 off EACH device (on top of the rebate already offered) because they were both out of contract or due for a new phone with a discount. I even waited until September 3 for the other phone to reach its maturation so I could do this. I came in, bought the phones, signed the paperwork and admittedly didn’t pay close enough attention to detail because one phone was not given the additional $100 off like I had been told during my shopping process.

When I got my Verizon bill it was exactly $100 higher than I expected so I looked at the paperwork and, lo and behold, only one phone had been given the extra $100 off. I figured, no problem. This was just an oversight, I’ll go to the store and fix it. When i get to the store I waited the customary 30 minutes but was told that the $100 I was seeking was NOT available on that phone. The rep I had been given the information from was not there AND the rep that filled the order had done everything correctly. They could do nothing at the store level for me and I would have to call customer service who sometimes can help in these situations.

I was not happy at this point so I called customer service right away and I was told that I would have to go to the store to try to solve this situation. At this point I was in customer service limbo with each option pointing the finger at the other.

Here’s where Verizon did the right thing. I had asked how much would it cost to get out of Verizon completely because I was about to hop to AT&T for the iPhone and their suspect network. The customer service rep got the store manager on the phone with me (he was not available when I was at the store just 10 minutes prior). To cut this long story short, he eventually gave me the extra $100 off considering my record as a customer etc etc. he did the right thing to keep me with Verizon.

So what’s the point? There are several

1. As a consumer be very careful with how wireless reps word things to you. I think that buying wireless services is the new “used car sale” where you get so twisted around that you don’t know which end is up and you can make bad choices.

2. If you are given the option to call another department to solve and issue act on it immediately. I suspect that if I had waited a day I would have had a different conversation but because I jumped on it immediately it added validity to my claim.

3. Don’t try to get over in the situation, just fight for what you believe is fair. I was asked by the store manager eventually “So what can we do to keep you as a customer?” At this point, many would have asked for the stars with all kinds of requests to capitalize on the situation. My response was “Just give me the $100 I was promised verbally in my initial conversation.” I got an immediate yes and I was able to commend all those involved for handling the situation professionally and I walked away a happy Verizon customer.

So what’s the net/net here? It is as follows. If you have been wronged it is OK to fight and get into a company’s systems to get the situation rectified. That’s for the customer. DO it right away though or esle your argument will lose juice quickly.

For the company, if the request is a reasonable one work with your customers to keep them even if there is a short term sting. Long run happy customers tell others like I am doing here.

Hat tip to Verizon for stepping up and working with me. They didn’t have to (no one ever HAS to) but because they did I am on board for the next two years (at least). Nice work.