Customer Service Rant

I just had to call Verizon to settle something on my bill, it was saying I had roaming. This is not the 1st time, and I have called before and it was settled with no hassle last month. Was I expecting too much to get the same "no-hassle" customer service attitude? I don't think so. So here is how it played out:

-I inform customer service representative of my problem
- He tells me the number that was roaming was my number (I already knew that)
- He then informs me that I  made calls in Maryland and Pennsylvania
- I tell him I was never in those 2 states, and that I made calls TO them, and got calls FROM them, but was never there
- He tells me that's where I was (to me, he was calling me a liar)
- I ask to speak with his manager
- He tells me his manager is unavailable at the moment
- Then he tells me he will give me a "courtesy" credit for the amount (uhmm.....last month the representative give me the credit for that month and 3 other months and apologized for it being on my bill!)
- I ask again to speak with his manager/supervisor
- Now his supervisor is not there when I tell him I'm willing to be on hold and wait
- Then, apparently my plan is only good if I'm in Virginia (who would get a plan that is only good in 1 state? When I got my plan I was told I would have no roaming charges ANYWHERE)
- I give up, I said fine, just give me the credit

He probably thought he won. He was mistaken, he has never messed with Jacqueline Staples before! I waited a few minutes and then I called back, knowing that if I heard his voice I was going to hang up and call again to get a different person (luckily I didn't have to do that) When the person picked up, I asked to speak with a supervisor and she was nice about it, asking why and checking my account for any notes. I explained it, and she said she was going to email my number to her supervisor, I just asked if I could be put on hold and speak with her now (I honestly didn't believe anyone would call me back) I got the nicest supervisor! She looked at my account notes and then apologized a lot to me, then said she was going to contact his supervisor and have them speak to him, review the phone call and all!

Now, let me make it clear. I've never had an issue with Verizon service. I get decent signal for living in the boonies. We've been with them for about a year and only had a few minor issues (we started with Alltel who were bought by Verizon, so there were a few bumps) I was really upset because I put so much faith in these people the other week, that when they called and said I was eligible for a early upgrade of my phone (1 year early) I took it, even though it would add a year to my contract (pretty much starting a new 2 year contract) I decided to get a Blackberry (I'm excited to get!) and add a data package which will be $30 a month on our plan. None of it was cheap, but not overly expensive either. When I spoke with the supervisor I informed her that if that is how their customer service representatives were that I was going to send my phones back and then cancel my contract in a year when it's up. That is how mad I was. I hate the phone I have now, I want a new one, and am looking forward to my Blackberry....but I was going to give it up because someone couldn't talk to me with a little respect.

I'm still not 100% happy right now, the 1st guy I talked to said he was changing my plan from the local one (for Virginia only) to a nationwide plan, which is less minutes but the same price...made no sense to me...but it's hard for me to understand that type of stuff over the phone, I'd rather see it in-front of me. So for that I'm going to have to wait until I'm in the city and can go to the store and find that information out.

Verizon's prices are kind of extreme too! I like the fact that we get 10 friends and family numbers (which is what attracted us to Alltel in the 1st place), but we pay $110 a month for 2 phones, 1200 (or 1400) minutes, and unlimited text....now I'm adding $30 a month for unlimited data. It's kinda high, I wish it was a lot cheaper, especially since I have to wait 6-8weeks for the rebate on my Blackberry!