Posts Tagged ‘Verizon Wireless’

Service of Persistence Pays if You Luck Into an Adolfo Hererra

Monday, January 10th, 2022


Image by mohamed Hassan from Pixabay

I first wrote about my issues with Verizon Wireless November, 2021 in “Service of Automation Hiccups.” I’d been unable to get credit for the paperless option I’d agreed to in spite of countless calls to customer service.  On one call I agreed to change the account from my deceased husband’s name to mine.

With that my FIOS bundle–phone, Wi-Fi and cable–increased by $400+/year and I’d not been warned this would happen.

A strident conversation with a nasty customer service person who told me I’d committed fraud by keeping the account in Homer’s name increased my irritation and disenchantment. She hit the ceiling when I said I felt bamboozled and explained I hadn’t been but that I wasn’t eligible for the discounts he had. When I was explaining the situation she said in a voice filled with sarcasm, “Are you through?”

That’s when I wrote Ronan Dunne, executive VP and group CEO of Verizon Consumer. I wrote that to take away discounts given a man because a woman was now the customer was sexist. My credit is excellent, we had been decades-long customers, have other Verizon accounts and pointed out that it was my checks paying for the bundle from the get-go. Nothing changed but the first name.



Image by mohamed Hassan from Pixabay  

Soon after I heard from Adolfo Hererra, a member of the Verizon executive relations team. He was thorough and polite and he listened. He warned me of some things that might happen although he did what he could to avert them. For example, auto pay took money to satisfy Homer’s cancelled account and a few days later took money for my new one.

Throughout the process I knew I was in good hands. Hererra always called when he said he would and he returned my calls promptly.

In the end, he gave me a credit of $50 because of the time it took to sort out the tangle. With a company as big as Verizon I suspect he and his team had to knock on many doors, starting with the one to initiate the elusive discount for the paperless option. I’d agreed to it in August 2021 and it will kick in January or February 2022. Only when he was certain that I’d be receiving the discount for going paperless–he’d said he could confirm this in early January–would he close the case. We spoke last week right on schedule. He assured me that I’d get the discount. He also securely closed Homer’s account and sent a debit card to refund the money that shouldn’t have been taken to begin with.

He feels pleased when he brings down an unsatisfied customer from a ledge of anger and frustration. Thank goodness for dedicated customer service employees like Adolfo Hererra.

Can you share a recent example of top of the line customer service in an era of rampant neglected emails and phone messages and often pleasant sounding customer service people who say they will do something and they don’t?


Image by Magic Creative from Pixabay

Service of Expecting the Worst and Getting the Best

Thursday, June 16th, 2016

Verizon Grand central flipped

Whether you dread a doctor’s appointment, party or visit to a cantankerous vendor, isn’t it miraculous when the doctor says you’re fine; the party is fun and the vendor agreeable and helpful?

I’d visited a Verizon Wireless store on several occasions before Icat takes a leap took the leap into the second decade of the 21st Century—or more accurately was pushed by my nephew who upgraded his iPhone and gave me his.

Long before, I knew I needed to upgrade but was discouraged by early forays to the store. I was off-put by the apathetic responses to my questions about the different phones and billing options. Each time sales associate reactions ranged from disinterested and dismissive to rude. I knew one thing: I didn’t want to buy anything from this crew or to ever return.

I asked around to see if there was another branch with helpful staff. Seems what I experienced was standard. I was anxious about my visit to transfer my mobile number to a different device–that required a visit–and came with reinforcements: My remarkable IT expert.

Blue ribbon for excellenceSo what happened? I won the equivalent of the best sales associate lottery last Wednesday. Tyrell Person was watching from the top of the stairs near the street entrance as I entered the Verizon store at Grand Central Station looking bedraggled with dripping umbrella, sopping shoes and soggy telephone folder. He was smiling. He said, “How may I help you? Please have a seat and you can put your umbrella over here, right near you.”

He quickly made the phone transfer, gave me an estimate of what it would cost to add my husband’s phone to my plan, [I wanted to think about this], answered all my questions and volunteered his contact information and the days he’s at work. He also sent me a text with his email address and phone number.

He was so nice that I returned this week with a few more questions, a favor and an add-on to my monthly invoice.

The favor was to replace a cracked screen protector. I was warned that it’s tricky to lay it just-so on a spotless screen without creating bubbles. Tyrell performed the operation with the expertise of a surgeon.

He also discovered that I was inadvertently doing something that wasted the iPhone battery and shared the remedy as well as a few other shortcuts as he continued to recalculate the bill. He added my husband’s phone to my plan, took the time to call my mobile number with the other phone to make sure the setup worked and to ensure that I have the right number in my phone.

In addition Tyrell remembered, from the week before, an answer I’d given about my previous usage.

In spite of charges for the additional phone, the total bill should be about what I was paying before.

The nicest part: Tyrell was pleasant, patient and kind. As I left the second time, he reminded me that I have his email address and that he checks email daily and assured me that I should come by anytime.

While he was working with me one of his other fans came by and we agreed how lucky we were to be working with him. The man said he’d be back in an hour and joked about being Tyrell’s neediest customer. So the word is out about how customer-crucial he is!

Have you expected the worst and instead enjoyed the best? Isn’t it grand?

 iphone 6 screen

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