Verizon tech support- don’t lie to me again please
My latest involvement with Verizon tech support started well enough but I’m sad to say has gone downhill from there. My problem started last week and involves my v740 ExpressCard modem that is no longer working. My initial call to Verizon tech support went well enough as I detailed and I was told at that time (almost two weeks ago) that a replacement v740 would be sent to me via overnight delivery. After not seeing the replacement for a week on Tuesday of this week (May 20) I called tech support again to check on it. I was told that they had no v740s in stock last week and that they tried to call me twice but couldn’t reach me. Now, the number they have is my Verizon cell number and my phone is never more than 6 inches from my hand and my call log shows they never called me. Lie #1. They then told me that they now had one in stock and that since it was after their cutoff time to send it out on Tuesday it would go out Wednesday, May 21, via overnight Fedex so I should receive it on Thursday, May 22. They would ship it signature required so I had to be here to sign for it or it would not be delivered.
I waited all frikkin’ day Thursday and it didn’t show up. I called Verizon tech support last night and was told that it was with Fedex and had been shipped as promised on May 21 via standard overnight delivery and that Fedex showed it was sitting in Fort Worth for delivery Friday May 23. The tech support specialist argued with me that this was OK even though I pointed out that either it wasn’t shipped overnight as promised or it hadn’t been shipped by Verizon until May 22 (two days after I called) because Fedex NEVER takes 2 days to make overnight deliveries. I was told no, I was wrong and it would be here properly on May 23, Friday. I made him give me the tracking number and it proves irrevocably that Verizon gave me Lie #2:
It’s one thing to have the occasional SNAFU but you never, ever, lie directly to your customer. This is incredibly bad form and very unprofessional and Verizon should know better. I hope my friends at Verizon see this and say something internally because you cannot lie to your customers.
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Wow.
It was probably a internal system telling him it was shipped on the 21st but he did NOT know when FedEx actually got it. This is a common thing in companies as large as Verizon. It’s sad really…the ones who CAN afford to do it right, don’t.
Nope, he said he was reading that from the Fedex tracking site which is why I made him give me the tracking number.
Yeah, last time when HP sent to me a replacement hard drive, there was a week gap between the time HP informed me of the shipment and Fedex actually picked it up. Of course it took another 3 days the package arrived at my door, and it was sitting in my porch for a week since I was on business trip then.
That said, I never get why people use Verizon with their expensive plans, poor service, crippled phones, and ugly logo. ;)
People use Verizon because you can travel coast to coast without losing a signal, and their 3G network reaches more than just the major cities.
If you like getting high speed data, Verizon is the place to be.
Lie to me, lose my business for good. Simple. If I’m feeling generous, I might ask for your manager and explain why I am walking away, but – I will walk away and spread the word !
I love verizon, have probably 70 phones and several aircars setup through them and frankly they blow away any other wireless company when it comes to customer service.
Sorry to hear that, I gave up on Verizon. I am now with AT&T and no issues with the N95. I don’t even know the support number for AT&T.
over the last two years with Verizon, I was on the phone with their support staff every week. I had the number on memorized. I am living Verizon free, and it feels good.
I ended up canceling my Verizon account because of a situation like this one, except it went on for weeks and involved strings of lies and tossing me to representative to representative, etc. There was a substantial amount of money involved as well hardware. It really turned me off from the company, after great relations for like 6+ years.
Nate: High speed data… and bandwidth caps. :) Seriously, though, I like Verizon’s network too; I set my Sprint phone to force roam any time I want to use it, since I get free roaming.
I hear Sprint’s customer service is even worse, though my own experience with them was short, painless, and went well.
I would bet that the rep you spoke to was reading your trouble ticket in Remedy. And I would also bet that someone had posted an entry in the system that they had tried to contact you but were unable to reach you.
I would also bet you were talking to Customer Care. Tech support doesn’t handle shipping of phones/modems or replacements. It gets handled by Customer Care. In either case, I wouldn’t put the Rep/Tech above fudging a ticket entry. The metrics they force on their underpaid workers/contractors is horrible. I know, I used to work on the VOL support contracts, and we asked for a lot.
Woadan
@Ricky B.
There’s no need to act like Verizon’s alone in the BW capping. AT&T does it. So does Sprint, they were just the last ones to join the party.
When it comes down to it, all of these carriers suck. It’s just that some suck less than others, in some areas.