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Customer Service, Phone companies
More Trouble With Verizon
By Jim Whelan, The Joan Randall Agency
Monday, July 30, 2007
As many of you know I have had a few battleswith Verizon, the giant phone company. It got soheated that I had a sign made, and protested outsidea local office here.
After I drove off thousands of dollars of business ontheir busiest day of the week, Verizon conceded thatthey had in fact made a mistake, and had it corrected.
Yesterday I got a letter from Verizon stating that mybill was past due 60 days. I know I had sent checksto Verizon the past two months. I checked my computerand sure enough, I had paid them not twice, but threetimes in the last 60 days.
The problem was, I had sent the business line checks tomy home account, and the home account to my businessaccount. I called Verizon to try and sort this out.
I talked to an amiable young man who understood theproblem, but couldn't fix it.
Why?
Because the two Verizons don't communicate with eachother. Home account is one business, business accountis another. They are incapable of seeing each othersaccounts, and transferring money from one account toanother. When I asked him for the number of VerizonBusiness Accounts, he didn't have it. Then he said hewould transfer me, and he did; into an endless electronicphone circus, where no one picks up.
It's no wonder people hate the phone companies.
The companies spend billions of dollars on televisioncampaigns to tell you how well they perform, and its alla lie. When a companies divisions don't even talk to eachother, how are they going to solve your problems?
When one division doesn't even know the phone numberto the other division, how are they going to help you?
I'm sure the CEO of this clusterf...is getting paid millions.Maybe he could spend a little time fixing a simple problemlike this
.By the way, customer service is only open Monday-Friday,8-5. The only thing I can say here is that at least the phonewasn't answered in India, but I'm sure that won't be for long.
I say we start holding these companies accountable forcustomer service. The kind they advertise on television buthave no intention of providing. To paraphrase the old SteveMartin "Everybody get small!" lets change it to "EverybodyGet LOUD!"
Maybe they'll hear it.
HEAR ME NOW? HEAR ME NOW?
From the big saddle,Jim Whelan
