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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