Verizon Customer Service Rant
Posted: Mon Sep 08, 2008 3:45 am
I purchased a Verizon Wireless USB Air Card (shown above), and signed up for two years of service just a couple of weeks ago. On Saturday night I was removing the antenna from the USB port on my laptop and the metal USB attachment stayed in the port, while the plastic antenna came off in my hand. On Saturday morning, I took Air Card to a Verizon-authorized dealer and explained what had happened. The person immediately said, "That's customer abuse... I can't do anything about it. You're going to have find someone to solder it back together or buy a new one." Next stop, was the Verizon Store and customer service rep said, "I can't do anything about it. You can buy a new one." I told her to show the air card to her manager, she did so, and the result was the same as my first stop, "Customer abuse." My job is such that I need access to an internet connection at all times, so $216.00 later I have a new Air Card (which costs Verizon probably a total of $20... if that).
I am absolutely irate. Understand, I have been with Verizon for six years, and my bill each month is around $250. They are essentially telling a very loyal customer A) you're a liar B) we don't guarantee our products worth a damn C) having you spend $216 is more important than having a $2000-$2400 per year customer for another six years. I can't even think of a retailer who has treated me crappier than this over a defective product. I find it absolutely amazing that Verizon is trying to pull this off on me. I'm seriously considering going to AT&T when my main cell phone terms are up in four months over this. What an awful experience.