Being cutting edge has it's downsides

Verizon Wireless is clueless! But the phone is cool. Let me back up a little. Jerry and I have been wanting to upgrade our phones. The Motorola Q was due out around Christmas but it was delayed because there were some issues with Windows Mobile 5.0. Okay, fine...we can wait. So Verizion announced that it would be available on May 31st online. Now what I want to know is why they didn't do a dual launch both online and in the stores. We called one of the stores last night and they said they had it. We got ready and headed over. We walk in, greeted by a salesman who had no clue what the Motorola Q was after we asked. Jerry walked over to the display model that did not have any markings saying that it was "Coming soon" or "Not available yet" and held it up to the clueless sales person. We walked out frustrated that they were absolutely clueless. I then spent 2 hours on the phone trying to order the phones. I got a fantastic girl who was helpful until we came to the equipment order. She had to get her supervisor, fine, no big deal. The supervisor came on and after 30 minutes told me she didn't have a product ID code. WHAT?!? How clueless can you be? I quoted Jerry to her saying "It's never been so hard to give our money to a company". I gave up...

After calling several stores in the area today I was told that they have them "IN" but aren't able to sell them until June 5th. So at least they are getting the information out to the sales people. I wonder if they are aware that this launch is probably the biggest thing they'll have this year. Later I spent most of today on the phone with people on their 800 number. After 4 hours and 4 supervisors we are getting the phones sometime with in the next 2 to 3 business days. I wanted overnight but they were too clueless to even know how to do that. I was told by one "supervisor" that I would get a call back after 1:00pm. Now I do know that most orders have to be processed before 3:00pm to make overnight status. She called at 4:57pm. Terrible, terrible, terrible customer service!! The biggest thing that sucks is that we are very happy with the service. We always have coverage, even when we travel to remote areas. I don't think it's just Verizon, I have a feeling that all cell phone companies run the same.

Comments

  1. Jerry Sutton10:35 PM, June 01, 2006

    Without a doubt this has been the most frustrating time I have ever had with a company. The complete lack of coordinated knowledge about a major release, the outright misrepresentations and the unhelpful attitude of the people with Verizon's Customer Service/Sales team is shocking.

    ReplyDelete
  2. L*I*S*A9:19 AM, June 05, 2006

    Good, even great customer service is truly a lost art. :(

    Glad you're getting those kewl new phones, tho!

    ReplyDelete
  3. Anonymous1:16 PM, June 14, 2006

    Well atleast the two of you finally got it worked out. All the companies are horrible. I'm stuck with Alltel, yeah, the company with that stupid circle thing. I've got to get that set up myself online apparently they can't set it up in the store. MEH

    ReplyDelete

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