When I went so far yesterday as to state that Verizon Wireless Customer Service is a model for what’s broken in the USA, and re-name The Answer Guy’s Customer Service Wall of Shame to the Verizon Wireless Customer Service Wall of Shame in their honor, you probably thought I was done picking on Verizon Wireless Customer Service for a while.
Not Even Close.
Despite the opportunity to exhibit our Search Engine Optimization abilities that inept Customer Service from Verizon Wireless provided, I might have stopped. But then Verizon Wireless moved the bar for bad customer service even higher.
I’m getting to the end of my rope with my Droid SmartPhone. The battery is getting flaky, it’s running apps way slower than it used to, and I just can’t deal with it this way for much longer. I’m ready to upgrade.
As I told you a couple of weeks ago, I wasn’t happy with the offer Verizon Wireless Customer Service made to retain me as a customer after fifteen years, and yesterday I called Verizon Wireless, was made a better offer, and ordered a new Galaxy Nexus. The phone was supposed to be delivered today.
When I received the shipping conformation notice, it was a mess. The order was scheduled for two-day delivery, and sent to the wrong address. I called Verizon Wireless Customer Service immediately, and spent over an hour on the phone with a representative who claimed she could redirect the address that my new phone was shipped to, but couldn’t make it arrive on time.
This morning, I checked on the order in both FedEx’s and Verizon Wireless’ systems, saw that nothing had changed, and called Verizon Wireless Customer Service to see what had gone wrong. Another hour wasted, with the short story being that the order had not been redirected.
Not trusting Verizon Wireless Customer Service any longer, I asked that the service representative I was speaking with contact the store closest to me, advise them that I had purchased a new phone and wanted to pick it up in person. She did, and was refused the request by the store’s manager.
His “reason” had to do with systems. We went over this yesterday; bad systems aren’t an excuse for bad customer service.
“Rant, rant, rant”? Sure, but with a purpose. Or two.
First, I want Verizon Wireless to hear just how bad their customer service has become. And trust me, they will.
And second, I want to show you, conclusively, just how much of an impact well-executed search engine optimization can have:
You’re reading it right; in one day, the post I wrote about Verizon Wireless Customer Service has become Google’s 41st-best ranked place for the phrase “verizon wireless customer service”, and ranks even higher at both Yahoo and Bing. And even with the “wireless” left out, the page is ranking in two of the three search engines for the phrase “verizon customer service”.
And I promise those numbers will only get batter.
Verizon Wireless, please figure out what customer service is. Or don’t; we’ll be OK without you.