As we arrive at Droid Day, I have a short story to share about a little bit of panic that I had yesterday.
I was repeatedly checking my email yesterday for the shipping confirmation of our phones (my wife is getting a new one as well). I finally received an email from Verizon. This made me happy. Well, until I opened it, that is.
Unfortunately, we are unable to complete this request because [your phone] requires a data feature added to your voice plan.
This mildly upset me. You see, we knew going in that we were going to need a data plan. That was one of the things we discussed the most about making this move. We added it to the order. I looked up the order confirmation from Verizon to verify that it was there.
So I grabbed my phone and went to another room for some quiet. I was ready. I had my order number handy. I had my ire prepared and woe be on any phone representative that would dare contradict my position that we had fulfilled every requirement for the purchase.
"Hi, this is Mike." (Quotes are as close as I can remember.)
I calmly (no, really) explained the situation to Verizon Mike.
"Let me take a look here really quick."
I waited patiently, preparing all of my counter arguments.
"I have no idea why you received that email. Everything looks fine to me. I'll assign the order to myself and make sure that it gets sent out today. It's been a bit of a crazy day. I'm sorry about the confusion."
And just like that, everything was handled. I received the ship confirmation last night. I might subtly hint to my wife that the kids don't need to be picked up at normal times if the phones aren't here yet.
"Is there anything else I can help you with?"
Now, I used to work phones in what at this point almost feels like another life. I like to think that I can tell when someone is genuinely good at doing customer service over the phone. Also, I know that some phone jobs are set up in such a way that the reps get better reviews or other things based on good customer feedback. So, I let Verizon Mike know that he did a great job and asked to be transferred to his supervisor to let his supervisor know that he did a great job.
"Sure. You might get his voicemail, but just hold on for one second while I transfer you."
So, i was transferred. However, after the beep I started talking and right as I was saying, "Hi, my name is Jason and I'm a long-time Verizon customer..." click. The voicemail hung up on me. That was a little rude of the computerized system. I don't know that I'll ever forgive it.
At any rate, while I know you'll never read it, thanks Verizon Mike for the help. I really do appreciate it, and you were friendly, helpful and efficient. Good for you.
Now, I just have to wait.
Well, nuts.
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