Verizon customer service can do better
Posted in Commentary on February 21, 2009
This week I got the new BlackBerry Storm. My bulky Palm Treo, I think, has served its purpose and it’s time to move on. Mostly because my Outlook and sync keeps causing me stress and I’m just tired of Outlook, and partly because the Storm is just so cool!
In case you’re wondering, I’ve traded Outlook for Google Apps, and I’m loving it.
However, after the week-long research and final purchase on Wednesday, I was saddened that the exchange didn’t go as smoothly as expected. Then again, when have you upgraded your computer, phone, or any electronic device for that matter, seamlessly?
When I left the kiosk at Costco the salesperson told me, “Here you go. You’re all set.”
Now I recognize that may mean different things to different people. To me it means something along the lines of, “This phone is ready for you to use.”
Well, she failed to activate my phone.
It was a couple hours later when I realized I wasn’t getting any calls or text messages and I tried it out. Sure enough, it didn’t even have my number programmed in it.
So, what I thought was taken care of during my 20 minute visit to Costco took me another half hour or so over the phone with Verizon to get everything set-up.
Then, the Verizon customer service person told me I should never leave a Verizon store with a new phone until I have tested it, placed and received calls successfully. Well, okay. But why would a company require that of its customers? Can’t their employees or contractors be trusted to ensure the phones going out the door are properly configured and ready to go?
My suggestion to Verizon: don’t give a commission to your employees or contractors who send new phones out the door that haven’t been activated.
Just a small Verizon complaint because so far, I am really liking the BlackBerry Storm — although I could use some suggestions for a good BlackBerry Twitter application.
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