Re: Good customer service experience

On 1/12/2012 8:00 AM, willshak wrote:
Douglas C. Neidermeyer wrote the following:
On 1/11/12 12:52 AM, NotMe wrote:
"GV"<gvocks@xxxxxxxxxxxx> wrote in message
news:4f0d1d1e$0$2447$882e7ee2@xxxxxxxxxxxxxxxxxx
"Justin"<nospam@xxxxxxxxxxxxx> wrote in message
news:jeilno$14i$1@xxxxxxxxxxxxxxxx
GV wrote on [Tue, 10 Jan 2012 18:30:22 -0600]:
I know that Verizon Wireless takes quite a bashing sometimes when it
comes
to their customer service and I just wanted to relate a positive
experience.
On Sunday, I sent an email via the "Contact Us" page on their web
site.
I
received a call today from a very nice man who answered my
question and
helped me with my problem. Solved everything to my complete
satisfaction in
a very short time.

I know that not everyone has such a good experience with VZW but I
did
want
to praise them when things go right.

See, that is something I count as bad customer service.

I recently sent an email using their web site asking how much exactly
it would cost to add a line withut purchasing a phone or using a
"free" phone.

Instead of replying via email he wanted to call me.

If I send an email I expect to be answered the exact same way, I am
sending an email because I don't want to be at their beck and call
on a
reply
via phone. I want to be able to ingest the information they reply
with on
my own time.

I understand what you're saying but I only half agree. In my case the
question was complicated enough so that I feel that being able to talk
with someone was better than back-and-forth emails.

Of course, if their customer service was more accessible by phone in
the
first place that's probably the way I would have gone.

Oh well!



I've grown tired of the scripted responses that have ZERO to do with the
question. I'm no longer a Verizon Wireless customer but family
members are
and it seems it falls to me to fight with Verizon on various issues.

Basically I'm periodically elected SOB of the day and must make the
most of the honor.



It's not just VZW that uses scripts when answering phone calls for
both customer service and tech support. Far too many large companies
do it.

I especially dislike it when Rahjeev's Bangalore-accented English is
so thick you can hardly understand anything he says after, "Hello,
thank you for calling Tech Co. My name is BOB!"


You didn't get Peggy?


I recall one "Rahjeev" who spoke with a perfect Oxonian accent. Even more important, he knew how to solve the problem I called about!
It was a pleasure to work with him.
.

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