urn:uuid:aae21cf3-098c-f090-e3ff-2e3263a80669 http://gethuman.com/Verizon/news_1305/atom http://gethuman.com/images/gethuman-hands50.gif urn:uuid:d9d84e73-a99a-5fcc-cf1e-5a62c7a2d12c 2012-05-23T12:55:56+00:00

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urn:uuid:d7f20e7f-e55e-96c3-101d-914ee214177f 2011-12-17T02:12:31+00:00

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urn:uuid:c4cd85eb-3300-d32d-bc56-343c1b958b44 2011-06-01T14:42:28+00:00

Courtesy of David Lazarus, we came across this terrific story which we linked to below. For those that don't want to read the article, I'll happily sum it up for you. Apparently Verizon has been charging one of it's customers for services rendered...despite the fact that she has been dead for three months. Despite repeated attempts from the woman's daughter to explain the situation to the company, Verizon insisted on not only charging her for services, but eventually handed over her case to a debt collector. With the help of Lazarus, the issue was eventually resolved but it just goes to show how large company customer service representatives just follow the script they are given, and don't deviate from it. So basically, if you can find something that isn't covered in the customer service training manual (like a dead customer), the reps won't be able to help you. Service went out? Sure they can help. Need a custom installation? They've got that covered. The customer died and won't be able to pay the $110 it owes? Well you can almost see the springs shooting out of the head of the customer service rep as the mother board reboots.

While the issue was eventually solved by speaking to several customer service reps, it proves that there will also be a need and a preference for companies to hire real people to solve customer service problems. While there was human error involved, if that company only had the script to go by electronically, the issue would never have been resolved and the company could eventually face a PR nightmare. But by actually having someone to listen to the problem, and understand the issue is outside the scope of the regular problems that could potentially be solved by the electronic options, the company was able to get the issue resolved. Hopefully other companies out there are taking note.

To read the full article, click here. ]]>

urn:uuid:0576de0d-60b0-2460-61b1-463b204a3a7e 2009-11-12T16:43:42+00:00

Verizon customer reported cell phone companies can be extremely flexible with upgrade dates if you're the right kind of customer. But what if your just an average customer? What if you don't have three different lines that you've billed for in the last six years? Other Verizon customers were having difficulty duplicating the same results often being told "Upgrade dates can not be moved," or "long time customers are sometimes able to upgrade sates.

Then they started telling customer service that they "frequently" use and contribute to websites like Gethuman and the tone changed. If you are looking to upgrade your phone with Verizon (though we've heard this also works with T-mobile as well as other cell phone companies). Mention your advocacy on devices like Twitter and Facebook, your frequent Gethuman contributions. It might just help you.]]>

urn:uuid:bd8eb8c2-2f2c-9536-d511-81ad26622fef 2009-10-09T03:11:44+00:00

Verizon's FiOS fiber optic communications package. Along with Internet access, phone service, and television service, the couple decided to add DVR to the package as well. After realizing they weren't using it, they tried to cancel with Verizon - and that's where the fun began.

After returning the device to a Verizon outlet, the couple later received an email indicating that their Internet access speed was increased - an increase they hadn't asked for. When they tried to call customer service, they were told to return to the store to resolve the issue. After several phone calls and attempts to cancel this erroneous order, they still received a bill for a higher amount the next month, even though they had canceled the $5/month DVR package.

When the problem was brought to the attention of a Verizon spokesperson, the problem was quickly resolved, and the rep also promised to investigate the holes in the process. But gethuman still finds this frustrating.

There is still no recourse for all of the time that the couple spent resolving this unnecessary issue. And it seems all to easy for large companies with large customer service teams to pass blame from person to person, not actually making progress on your issue. Hopefully, Verizon will learn to empower its employees and customer service reps enough to allow them to solve problems like this one faster and in a more straightforward manner.

Read a more detailed account at the Pittsburg Post Gazette ]]>

urn:uuid:bb36831f-ebc0-0b86-fa62-f803684a348e 2007-05-14T09:51:28+00:00

"Easy 0" service.

Easy 0 is now available to Verizon customers in New York, New Jersey, Massachusetts, Maine, Vermont, New Hampshire, Virginia, West Virginia, Maryland, Delaware, Pennsylvania and Washington, D.C.


I think it would be helpful and easy for all companies to publish their phone menus. It wouldn't eliminate the issues, but would certainly help.]]>

urn:uuid:0bf90a4b-6276-7ce1-d1ae-658a5f38f400 2007-02-21T07:51:28+00:00

read more | digg story]]>