Monday, April 06, 2009

Open Letter to Alltel/Verizon

To Whom It May Concern at the Alltel Corporation:

My name is Smarty Jones and my father and I have been loyal customers of your cellular phone service since 1999. Until about six months ago, we have not had any problems or concerns that your cadre of (one-time) well-mannered and articulate customer service representatives could not handle.
In the past six months, my father and I have both encountered inefficient, inarticulate and down right rude customer service reps, and those are the ones in the stores. If we decide to call, we've both spoken to John and Raj who were set up somewhere in India I'm guessing because these guys were NOT in America.
As I understand it, Verizon has completed the purchase of this company in January. I spoke with one of the representatives for your company last June and was assured that I would see minimal changes and interruptions if any at all. Either that rep lied to me or you all lied to her, either way, I'm pissed about it.
We have paid our bill, on time, every month for the past 10 years. How many of your other customers can say that? It isn't that we are looking to be rewarded for being responsible but where's your appreciation for the dang loyalty? Where's your customer loyalty?
More recently, I have been having trouble with my Moto Q Smartphone that I purchased last May. Less than six months after I purchased it, it had to be replaced by the manufacturer because it would not hold a charge.
A week ago Thursday, I went back to the same store where I purchased the phone because again, I was having problems with this phone and to change my service plan. Now, the phone shuts itself down in the middle of conversations and I can not get the jack for the charger to stay put so that the battery can charge. In addition to that, I needed to down grade my service plan because I found that we have been wasting money.
I made the attempt to do some of this on the phone where I spoke to Raj who could not understand that I was saying that we don't need 2,000 minutes when we only use about 800 between us. When I asked to speak to a manager, he acted as if I'd offended him and the three prior generations of his family.
Frustrated, I went to the nearest store only to wait an hour and 15 minutes before I was able to be seen because apparently 20 other people in the area tried to call in and they, no doubt, talked to Raj too. After waiting all that time, one of your immaculately dressed but incredibly dizzy customer service agents in the store ordered a "new" phone for me and changed my service plan to 1,200 minutes per month instead of the current 2,000.
I was told I would receive my phone in four to six days. Eleven days later, I still don't have a phone and I'm walking around with a partially charged phone that has been on the charger for two days. *smdh*
Given the circumstances, I was forced to make another trip to the store where I was told by another associate, with a pissy attitude, that the wrong address was typed in as the delivery address and my new phone was somewhere in Kentucky and my service plan had not been changed.
This sir/ma'am is highly unacceptable for a pair of loyal customers. While I'm sure this is just the result of piss poor management somewhere other than the executive level, *sarcasm* my father and I don't appreciate being jerked around because of the incompetence of your employees.
There are too many intelligent people out of work for you to have an assload of incompetent, inarticulate fools running your stores and call centers. In the event that something does not change between now and May 2010, your company will lose the Grice/Jones cell phone account.
Thank you for your attention in this matter.


Smarty Jones


The F$%K it List said...

Oh Lord so Verizon and Sprint are just about the same!

I have gone off on almost every CSR in the Sprint store and on the phone. At least Sprint doesn't outsource.

The Jaded NYer said...

Dang... Verizon has never given me a problem at all, and I've been with them a while, too. Sorry to hear, hon!