simplerich

Here’s how it happened.

Me: Hi Mr. Cellphone plan salesman. Here are my requirements. A, B, and C. They’re all deal-breakers. My current company does them all very well and has great customer service. You, however, beat them on price. I’m not unhappy with them. But your prices are substantially cheaper. Can you do A, B, and C?

Him: Yes!!!

Me: I have a family plan, a rather LARGE family plan. Will you be able to do this relatively painlessly? We’ll each have differing uses and different phones.

Him: Happens all the time. Won’t be a problem.

Me: So, this phone here, the ONLY phone you carry that I like. Will it do A and B?

Him: Yes. It’s our newest.

Me: OK.

It didn’t do it. There was no GPS turn-by-turn navigating software available for that phone and they had no way of knowing when there would be. Ugh. Fine. Give me a phone I hate. Strike 1, and it was THE deal-breaker. Oh. Did I mention it was a 104 mile drive to exchange the phone? It was.

Next messaging wouldn’t work for me.

Today I tried to get their free contacts back-up software to work. I’ve tried all week since I got it and it just won’t work for me. Two customer service and tech support people on separate phone calls worked on it with me. Finally they told me to go to a store.

At the store some child did everything but roll her eyes as I explained what was going on and how I’d been directed to bring the phone to her. She did everything I’d done. I understand she has to do that, but she could have not ignored me like I had spinach in my teeth.

In the forty-five minutes I was there not once did she apologize. Not once did she say she was sorry or that the company was sorry. Not once. What she DID say was that in 3 days or so someone would call me and tell me what to do.

I told her I’d had the phone 5 days and with a thirty-day guarantee I knew what I’d do if it wasn’t working in three days. I wasn’t rude about it… but honestly! I asked if it was the phone, the plan, the migration or what that was causing every aspect of my experience cause me to get an upset stomach whenever I heard their company’s name on the radio. She shrugged and said she didn’t know. She was new.

Ugh. Verizon. I’m sorry I left. If these people don’t pull their collective heads out I’ll be back because I assure you… while it may be the way people talk around here… it’s not the way they do ANYTHING else. Worst phone experience EVER. And it just keeps happening.

In all honesty I don’t know if there is anything this company could do right now to make me a happy customer. Just writing this down and rethinking about it has given me knots in my stomach. I really just don’t know what I would do if I were in their shoes to try and make me happy. So far nobody’s offered to try and make me happy or comp me a free wallpaper or ringtone.  Would I recommend them? Not to anybody I liked.

Tags: cellular phone, customer, Customer Service, US Cellular, Verizon