I have been an MBA for 22 years and the abuses and customer service issues we have recieved at the hands of Verizon are beyond any I have ever studied or experienced.
Resolving errors in the initial set up of the service resulted in damage to our property, and an almost %30 increase in the package quoted ony 3 months ago, loss of some included services and the loss of our promised $500 "gift" card. 100% of the errors were Verizon errors and yet we were repeatedly punished. What happens to us borders on fraud.
I have spoken to no less the 20 different service personell some of whom disgreed with previous advice and all of whom were completely unapologetic. Trying to straighten out our problems has, overall, cost me a week of work.
We have chosen initially to approach this through Verizon chanels but I am doubtful it will be resolved. The tone of the Verizon response above which is unapologetic is symptomatic.
This is a senior managment and policy issue. Verizon service policy clearly is not to acknowledge errors and to financially punish the customer who is trying to rresolve a problem. I have even had personell twice make disparaging remarks about there own company. This is the absolutely the hallmark of a bad service model.
As an example of another companies good service, recently, on a trip, I found a error in billing on my cell account with another company. I called them. Their service acknowledged the error, credited my account and a week later called me to see if I was satisified with my service experience. This is a model of customer service that creates enduring customer loyalty.
We will do everything in our power to resolve to resolve the issues we have experienced but the system is clearly broken and profits from abusing the customer.