I wouldn't say your experience is the opposite, but a subset. The
incompetence I experienced was at the hands of everyone BUT the data support
group. The customer service, activation specialists, credit dept., regular
tech support and tech support management - who excelled at putting me on
hold and transferring me back and forth to each other - were among the
clueless. The guy in the data support group was fantastic, and got the job
done by figuring out what was going on and directing the final activation
person to do what was needed. Even the final activation guy was clueless
about what to do, and went off on the same tangents from the same scripts as
everyone else, until the data services guy set him straight. I got the data
services number so I wouldn't have to call the regular support group in the
future.
I compliment the data services guy because he really knew his stuff. The
rest of what I say is no personal condemnation of the other Verizon folks.
They were all polite, even friendly, and professional. They just didn't
know how to do what was needed and didn't know to whom to send me - until
I'd wasted nearly my whole afternoon's work time - and in a customer support
and technical support organization, that is an unacceptable and deadly
combination.
In this case it cost me 2+ hours of my life to activate a service that came
preloaded (by them) on my laptop. I suppose the activation process for a
Verizon Treo could be smoother, but I'd be afraid to go that route based on
recent experience.
I compliment T-Mobile not because they're perfect but because I've never
gotten this runaround from them. I feel I'm always between zero and one
transfers away from someone who knows a lot, and one to two transfers away
from someone who is a deep specialist in an area. Not as good as IBM
support, which still gives you the ability, from the very first VRU you
encounter, to enter a specific product number and be transferred to a (real)
support expert in that product, but close.
FWIW. I've spent a lot of time interacting with and managing technical
support organizations and I appreciate good service, and recognize bad
service. Yesterday I got a sufficient amount of the former, mixed in with a
whole lot of the latter.
Cheers,
Don
-----Original Message-----
From: [email protected] [mailto:[EMAIL PROTECTED] On Behalf Of
[EMAIL PROTECTED]
Sent: Sunday, May 28, 2006 2:55 AM
To: Treo Group
Subject: Re: [Treo] The Eight Stooges, and one guy who knew what he was
doing
My experience has been just the opposite. When I have used the Verizon
data support group, they are excellent. Note that this group is not the
regular Verizon support group and they are reached via different number.
Bob
On Sat, 27 May 2006 14:46:03 -0600, "Don Ferguson" <[EMAIL PROTECTED]>
> It's only relevant to Treo users as a cautionary tale about the apparent,
> if
> anecdotal, ineptitude of the majority of Verizon's customer service and
> support personnel.
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