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 Verizon Doesn't Even Honor It's Own Core Values, Much Less Honor Customers!!!
Posted Wed July 11, 2012 1:00 pm, by Kathy W. written to Verizon Wireless (Cell Phones)
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I am a longtime VZW customer, and on June 12, 2012, I placed a preorder online for my new Samsung Galaxy S3 phone. At the time the order was placed, it indicated that the phone would be sent out by Federal Express Overnight service when ready to be released. On July 4, I received a Fedex tracking notice that the phone had been picked up from VZW's West Chester, PA distribution center, but that it was being sent via Fedex 2nd day delivery, which is not what I was told at the time of the order. However, since July 4th was a holiday, I waited until the next day to phone Verizon Customer Service to find out if they could intercept my package and get it sent overnight as had been originally promised. After a lot of hold time, the agent came back and said that she was very sorry but there was no way to intercept and get it to me overnight, and that I would have to wait for the scheduled 2nd day delivery (which BTW was scheduled for JULY 9...or 5 days from the date it was picked up!!!) The agent told me that as soon as I received and activated the phone, I could call back in and would receive a $20 credit for my troubles. I received the phone late on the afternoon of the 9th, and after activating, called back to Verizon on July 10 using my handset (dialing *611) and was connected to someone named Selena in Colorado Springs (I'm guessing workgroup #65185 from what she mumbled) who told me in no uncertain terms that although she could see the remarks in my account, that she could not offer me the $20 credit even though VZW had messed up the shipping method. She refused to connect me to her supervisor, which infuriated me even further, as I had been on the phone almost 45 minutes between the call on July 5 and the one yesterday.
Based on Verizon's failure on multiple fronts -not honoring their shipping promise, poor customer service, and most importantly, failure to honor their own core values of Making the Right Promises and Keeping Them, I would like them to do the right thing and honor the promise for the $20 credit to my account, and also give me an additional discount or perk (perhaps a month of unlimited texting or something similar) for my time and trouble in attempting to rectify THEIR mistake. Based on recent policy changes to the data plans and the demise of New Every 2, Big Red is seriously on the verge of losing me as a customer. They may be BIG but they are not the only wireless company in town!
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by spunkyboy08 Posted Wed July 11, 2012 @ 2:25 PM
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From what I read it seems to me that the first agent gave you good
customer service, but the second agent did not. Regarding the second
agent...if I was you, I would have called again, given the workgroup
#65185 along with her name, explain why you are calling & request to
speak to a supervisor if needed.
As for shipping the cell phone to you....
Why would you want Verizon to intercept the package, have it shipped
back to them, & then re-send it to you overnight? I understand that
you are frustrated about the entire situation, but it seems to me that
this would cause a further delay, thus adding to your frustration.
Then due to the continued frustration, you might decide to no longer
be one of their customers.
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