Have you ever had a customer support experience so bad that it makes you want to cry? I am there. It’s been so bad, that I need to write a post about it, realizing that this is a rather unusual post on my blog.
Thinking of this epic customer support failure, which I’ll explain in detail below, I keep thinking of a quote by Steve Jobs:
“Design is not just what it looks like and feels like. Design is how it works.”
To me, customer support of any service is part of the ‘design’ and ‘how it works’. I have now reached a level of frustration with Verizon’s customer support that has me flabbergasted.
Here’s the story:
Our internet connection in the studio has been somewhat spotty from the beginning. We dealt with it. Last week, it went out. Gone. Poof. No more. I first spent an hour trying to log onto Verizon’s online account system, to troubleshoot the matter. No luck. I couldn’t access my account. (Which I have done before numerous times.)
I then spent 2 hours on the phone talking to customer representatives trying to figure out what’s wrong. (Add another 35 minutes onto that for simply trying to talk to a real human being) After I have been transferred 4 times (!!!), spelled my name and my former studiomate’s name a dozen of times, the fourth customer representative, confirmed what all his collegues said as well: I can’t find you in our database. I can’t access your information.
Granted I got an email 10 days ago from Verizon, clearly stating my account number. We tried to access my information via my account number, my email address, my physical address, our former studiomate’s information who initially got the service started. NOTHING.
So, I can’t even troubleshoot because to them, I do not exist as a customer.
I just gave it another try, spent another hour trying to get to talk to someone. I am not kidding, I tried 5 customer support numbers, numerous times, chosing different routes in their selection process and each time, the call was ended by the machine saying, ‘your account does not exist’.
This must be the worst customer service in history. I can’t talk to anyone. I don’t exist. Yet I have proof (email notifications) that I am a customer.
If a Verizon manager reads this, I kindly ask you to give me a call: 646 373 6653. I suggest you take Steve Job’s quote (above) to heart.
UPDATE 1: A customer support person just called and is looking into the matter. I will keep you posted! Preliminary YAY!
UPDATE 2: YES! Ron (customer support ninja) is my hero! I exist! I do really exist! Our internet connection is back! (sigh of relief) But I wholeheartedly agree with Tina Higgins’ comment below:
So having a popular blog to complain on is the only effective way to get Verizon to solve their problem? More power to you, Tina — I’m glad you have used your voice to say something. But please ask what the rest of Verizon customers, who may not have the readership you do, should do when they run into similar roadblocks.
Verizon, what are others to do, that don’t have a popular blog?