WOW. Verizon really needs to get better on customer service (cell phone, bill)

[NicoleJ]

Ohio police are pissed with Verizon after the company refused to help them find a missing 62-year-old man unless they paid his overdue $20 of his overdue cellphone bill.

Verizon: Verizon Willing To Let 62-Year-Old Man Die Unless Cops Pay $20 Of His Overdue Bill (http://consumerist.com/5265854/verizon-willing-to-let-62+year+old-man-die-unless-cops-pay-20-of-his-overdue-bill - broken link)

[KCrummey]

I work with the corporate communications group at Verizon Wireless; in response to the Times-Reporter story, Verizon Wireless has provided the following statement: “Verizon Wireless apologizes for our mistake. This particular issue has now been resolved. We will work to ensure our exemplary service to our nation’s first responders is on track, and we remind law enforcement to use our 24-7 hotline for public safety needs.”

[NicoleJ]

sounds like a canned response to me. Especially given the man could have died. And really? Call the 800 number instead? Did you forget to provide which number to push once they got the computer on the phone? If you're a police officer, press one. If you're a judge, press two...

So thrilled to have T-Mobile.

[Twinkle Toes]

Originally Posted by KCrummey

I work with the corporate communications group at Verizon Wireless; in response to the Times-Reporter story, Verizon Wireless has provided the following statement: “Verizon Wireless apologizes for our mistake. This particular issue has now been resolved. We will work to ensure our exemplary service to our nation’s first responders is on track, and we remind law enforcement to use our 24-7 hotline for public safety needs.”

They better work harder on that "exemplary service" part. Verizon has some of the WORST customer service I've ever experienced. Unfortunately, Verizon has better cell phone reception where I live than any of the others, or I'd switch in a heartbeat.

Their "apology" leaves a lot to be desired. Corporate b*stards!

[maciesmom]

Except for our initial contract with Verizon, years and years ago, I would have to say that our experience has been quite positive. Honestly, it was a public statement. I'd guess that more went on behind the scenes but what else would you have them say? They called it a mistake, said it had been resolved and that they would continue to work on it and that there was a hotline. I know very few companies who have never made a mistake or had employees who made a poor decision. It's the ones who don't own up to their own mistakes and blame everyone else that I worry about.

[nancy thereader]

I would have to say that my experience has usually been very positive with Verizon. Of course, I always pay my bill on time, but I have never had any problems with the many requests for changes that I have asked for,

[NicoleJ]

I think the employee who did that needs to be disciplined.

[maciesmom]

Originally Posted by NicoleJ

I think the employee who did that needs to be disciplined.

What makes you think they weren't? Because Verizon did not come back and say "Our employee has been fired/demoted/suspended because of this incident." If you make a mistake at work (even a very bad one) would you expect your employer to vocalize the steps it took with you personally in response?

[NicoleJ]

I think in such a high publicity case such as this (that could have resulted in a fatality) then yes, it's more than appropriate to let the public know that the employee was disciplined.

Obviously ymmv.

[texdav]

Never had a problem with verizon. The police have had more incidents with 9-11 employees than this. One mistake doesn't make a company unresponsive.The company has no mandate to report to the public on disciplend really.