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Tuesday May 26, 2009
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 Nothing like a customer service department getting in the way of saving a life. Slashdot reports that recently, a 62-year-old man had a mental breakdown and ran away from his house with several bottles of pills. Police were called in, and immediately contacted Verizon to switch on the guy's cell phone so they could track him--and were promptly rebuffed, with the Verizon customer service rep saying that they couldn't turn on his phone because he had an unpaid bill totaling 20 bucks.
The cops eventually found the guy anyway--unconscious, and after 11 hours, while the department tried to figure out how to pay the bill, the report said. "I was more concerned for the person's life," Sheriff Dale Williams said in the accompanying Times-Reporter article. "It would have been nice if Verizon would have turned on his phone for five or 10 minutes, just long enough to try and find the guy. But they would only turn it on if we agreed to pay $20 of the unpaid bill." Nice job, Verizon--good to know you're looking out for your customers.
Posted By:
Jamie Lendino
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May 26, 2009 6:26 PM
what a timely story. i'm in the market for a new cel phone, and verizon was at the top of my list. but after reading this story, i wouldn't buy a phone or service from verizon in any capacity.
May 26, 2009 6:51 PM
Take a look at T-Mobile, I recently saw a survey that said that they had surpassed Verizon in Customer Service.
May 26, 2009 7:50 PM
AT&T is really making some great changes and we will have the JD Power award next time around.
May 26, 2009 7:58 PM
so verizon will put there customers in danger over a small piece of money like that (20.00),that's sad.they are that hard up for money like that.WOW.
May 26, 2009 8:12 PM
IS THIS TRUE .I BET THERE ATHIEST...ONLY LOVE STOCK HOLDERS....U AINT SUPPOSE TO WORSHIP OTHER GODS
May 26, 2009 8:13 PM
Hope this story makes the www rounds. The look great in their ads, but they are only driven by money. My guess is the customer service rep was in India, Thailand, Pakistan, anywhere but the good old USA...and why....money. Great job Verizon. I have 2 accounts with you and plan to cancel both.
May 26, 2009 8:25 PM
I suggest we all demand that the companies that we do business with switch their customer service back to the USA away from those coneheads overseas who haven't a clue what customer service is about...or we cancel the account. It took my wife about an hour explaining a billing dispute with one of those bozos. Verizon...no thanks. I'll stay with good old reliable AT and T!
May 26, 2009 8:30 PM
What did they have to lose, other than a customer, or better yet a customer's life, for just 20-30mins of service. They could have even made the calls themselves. What is a customer service department with no customer service? Verizon! SADDDDDDDDD
May 26, 2009 8:36 PM
I said, "pay your bill" can you hear me now?, pay your bill, can you hear me now? Verizon SUCKS!, can you hear us now!!!!!!!!!!!!!!!!!!!
May 26, 2009 9:46 PM
Of course, if the person had died, then Verizon would still have tried to collect from the heirs, if any. Corporations are not noted for their concern for human life in any form.
May 26, 2009 10:29 PM
Okay, the person who recommended T-Mobile has a point - their customer service is apparently great. Too bad their coverage is TERRIBLE.
I just had to pop in to say that. Please continue your regularly scheduled (and at least somewhat justified) Verizon bashing. :)
May 26, 2009 11:59 PM
I shall kiss Verizon "Goodbye" when my contract ends. Our phones have bever worked properly. We're lucky to get 5 minutes from a fully-charged battery. They tried to charge me a late fee when I couldn't pay on time due to their web-site being down. Trying to get hold of a human-being in their customer service dept is like trying to get blood out of a stone. Sorry - did I say "customer service"? Now there's a contradiction in terms!
May 27, 2009 12:12 AM
does not surprise me. when i became unemployeed i tried to get help from them with my bill. let me pay what i could until i find a job, no way. so i had to go further in debt plus 45 dollar reconnection fee. more money i did not have
May 27, 2009 12:26 AM
Verizon gets thumbs down, what about police and
family?
May 27, 2009 4:22 AM
That goes to show you its all about
money."VERIZON" SHAME ON YOU,I will never do business with you.
May 27, 2009 4:42 AM
"VERIZON" ARE YOU ASHAME?
a customers life could have been in danger,
and all you could think about was paying a bill,
"AMERICA" Bring our customer service Back.
home, forget verizon.
May 27, 2009 5:20 AM
AT&T is making no appreciable changes, do NOT use AT&T...T Mobile is the one!
May 27, 2009 6:50 AM
If the guy didn't have service because Verizon turned off the service, why would he still be carrying the cell phone?
May 27, 2009 7:52 AM
This is exactly what's wrong with customer service everywhere!! Can't tell you how many times I've called someone and gotten this kind of attitude!! This negative publicity will cost Verizon more than $20.00 I guarantee you!!
May 27, 2009 7:55 AM
Couldn't they have turned the phone on to work with the police, then shut it back off after they found him and still have made the guy pay his bill?
May 27, 2009 8:18 AM
Hilarious...the overall story and especially Joe Dudley, Bill Shelton and James. How did they jump to the conclusion that the phone rep was from India ? If your employer had idiots like you who would fail 4th grade logical reasoning tests, no wonder employers want to move their jobs to other countries (and maybe other idiots :-) ). And for a minute, even if we assume that it was an Indian rep who answered the police call, he was answering as per instructions. He is supposed to do things as per defined procedures...not take decisions by himself. So if the phone rep was supposed to make an exception for a police call, it could very well have been defined in the standard operating procedures. And if itsn't, it is not for "Dick" to make decisions himself. Guys, get a life. Turn your ire somewhere else. Don't look for lame targets.
May 27, 2009 8:26 AM
Well, now wait a minute. How about the possibility that "customer service" across the board is more related to the barnyard than to business? "Free" credit scores have a cost, not even subtly hidden. Very few "service" providers even have a number to call to talk with a nice young man in Mumbai (that appears on your phone bill). And good luck to all of us who believe that such technology is benign. Verizon's mistake? Using the unpaid bill as reason. Why not invoke the privacy statutes? Just as unpopular?
May 27, 2009 9:17 AM
You feel good folks are just too much. This dude is a lofer and you think Verison owes him. Oh I forgot, he's not responsible for his actions, Verison is. He was molested as a little boy. Yep, you fit in todays would just fine. They should just wipe out the bill cause the idiot wants sympothy? To hell you say.
If he wants to leave this earth, let him. Even help him. We're better off. Tomorrow he'll be hanging off a bridge for attention.
May 27, 2009 10:12 AM
Response to AOD+ Preston's comment.
Immediately what came to my mind was " hey, considering the situation, let me ask a manger to field the call and let someone who is authorized to make those decisions, speak to the police" Only because it's a fellow human being who's life may be in danger.
Customer service whether it be India or the U.S.is lacking when it comes to major manufacturers or suppliers. They don't know the procedures of their own business, they lack common sense, they provide incorrect information and they don't care, period.
Verizon is NOT responsible for his actions, but it shows you the heartless attitude of people(AOD, Preston) as well as the lack of common sense. Let it be someone in your family that needed help, and see what side of the fence you would be on when all someone had to do was ask permission.
Disgraceful that a comment of " he was molested as a little boy" should cancel the need for help. I wonder if you had a little girl that was molested and she never was right again, you would agree someone should blow her brains out, not the molester, because it's her fault. What are you Hitler in disguise?
May 27, 2009 11:28 AM
If help is needed, Verizon is always there when you pay your bill. In life or death situations Verizon need to clean up their act. Advertisement sells. Lets see what this does for Verizon sales. Can't wait to see what they will blame low sales on. You go Corporate. I am a customer with concerns.!!!!!????