So I have been avoiding writing this post all week. The reason, I LOVE my Verizon EVDO card and Motorola Q. I actually would recommend the Q to anyone interested in However, the customer service experience I have had over the last week has been absolutely terrible.
As I already wrote, I went straight from NYC to the Bay Area on Sunday last week. When I landed late Sunday night / early Monday morning in the Oakland airport (after another FANTASTIC Jet Blue flight - my fourth of the last seven days with 2 more coming later in the week) I called my fiance and then headed to the hotel.
Unfortunately, when I woke up (3 hours later) Monday morning at 5:30 Pacific for a weekly conference call with a customer, I couldn’t use my cell phone. So I did what every person does when they have technology problems … turned off the phone and turned it back on. Unfortunately, the phone never again would go beyond the Verizon startup screen. So I dialed into the conference call from the hotel phone and went off to a day of meetings.
On my way back to the hotel on Monday night, I stopped by the local Verizon store. I assumed I’d get great service - after all I pay approximately $160 / month between my phone and EVDO service and I have the phone insurance which I was bought for purposes just like this. In fact, I believe this was the basic scenario used to get me to buy the insurance, if your phone ever breaks we will just give you a new one for $50 deductible.
Well, unfortunately after an hour in the store & on the phone with customer service, I was told they would have to ship me a phone which would take 3 days. This meant I would be without a phone for the entire rest of my trip. FRUSTRATING! So I asked to buy a phone and return it when I got back to Pittsburgh - for a litany of Verizon policy reasons this wasn’t an option. MORE FRUSTRATING! Then I ended up talking to someone about overnighting a phone (which I would have paid for) unfortunately it was to late in the day so it would still take 2+ days - therefore it would be in transit while I was heading to the airport EVEN MORE FRUSTRATING! At this point, it was better to go back to the standard shipment which should have arrived when I returned home yesterday. Except, that I asked if someone needed to sign for it, they told me I wouldn’t and in fact surprise surprise I do. Therefore, FedEx didn’t leave it at my apartment, so still don’t have a phone! EVEN MORE FRUSTRATING! Hopefully, we’ll connect today!
Anyway, as I said at the beginning of this post, I didn’t want to write this. However, still without a phone this morning at 1:30 am I received the following SPAM email from Verizon. “Special Invitation to Data Demo Days” The punchline is that when I opened the email it was a promotion for the Motorola Q (see ad to left) - a phone I already own. LAST STRAW — REDICULOUS! I don’t know who is managing their CRM system, but they should be IMMEDIATELY fired! It is obvious that they don’t have any insight into their most valuable customers & this morning I realized they also don’t even filter their email to pretend they are personalized.
However, even after all of this I’m still hoping to get a phone today. Why haven’t I switched? Well, it isn’t because I’m loyal to cellular carriers. In fact, I have switched from Sprint, to Cingular to Verizon over the last 3 years. However, I do love the Q and my EVDO card! That will keep me with Verizon. But if anyone from Verizon is reading this, PLEASE consider improving your customer service.