Tag Archives: customer service

Verizon

If you’ve ever had a problem with a large corporation, you may appreciate this actual letter

Hans Vestberg, Chief Executive Officer
Verizon
140 West Street
New York, NY 10007

I have been a Verizon FiOS customer for over ten years. Initially, it was a reliable service, and I chose Verizon for television cable, internet, and telephone. Unfortunately, Verizon’s service has not gone downhill, but rather over a cliff.

First, Verizon migrated its e-mail to AOL. If I wish to remotely access my email through AOL [advertisement spam] I have [advertisement spam] to wade through [advertisement spam] a series of [advertisement spam] screens. I normally receive my email through Microsoft Outlook, so, most of the time it was not an issue. However, [advertisement spam] at times [advertisement spam] I have to go [advertisement spam] through the AOL [advertisement spam] website.

Next, Verizon shifted email accounts to the Yahoo domain without informing its customers. I have two Verizon accounts that I access through Outlook; one migrated successfully to Yahoo while the other did not.

It is impossible to access Verizon customer service. There are no telephone numbers on the web page; clicking on “Contact Us” takes the customer to automated chat, customer forums, or a bounce back to the previous page. The Customer Forum is especially Verizonesque—it shifts the responsibility to customers to fix Verizon’s problems; the most recent forum posting about email is dated 22 June 2014.

I contacted [advertisement spam] AOL [advertisement spam] only to be told, albeit politely, that this was a technical problem and technical service required a subscription of $14.99 per month. They gave me one month free, but required a credit card, to automatically renew unless I canceled. I grudgingly provided my card information.

I was transferred to technical support (~20-minute wait time) and after two hours, absolutely nothing was accomplished.

So, I’m left with the same problem I had before. Incidentally, there are a number of sites on the Internet, easily Googled, with other customers facing the exact same Verizon/AOL/Yahoo e-mail problem.

Sorry, Customer Service Department Closed

closed

There’s a Yin-Yang pendulum that describes customer service. It seems that when the economy is bumpy, customer service improves, but as the economy gets better, service suffers.

Is it because businesses are more cognizant of their customers? Or maybe it’s because when the economy takes a nose dive, the people working the jobs that deal with customers have been displaced from better positions and are: a) more mature; b) painfully aware that without the customer, there is no business; c) accept that sometimes having a job – any job – is a wonderful thing. (I know, I’ve been there. It may have been a very long time ago, but the lesson is still vivid.)

The economy isn’t improving that much, but lately customer service seems to have been sinking.

Note that I’m not complaining.

I’m just saying that if you have a business and are looking for an advantage over your competition, now might be a good time to reach out and offer to go that little bit extra for your customers. Start with the regulars – the casual customers come and go, but the regulars are not only your bread and butter but also your link to new long term customers.

And if you do – I hope I’m one of your regulars.