Service of Broken Promises: Companies Should Stop Saying They’ll Call or Deliver When They Won’t/Don’t

July 7th, 2022

Categories: Uncategorized

Wireless Home Phone gadget

Does it make me feel better that I’m not alone when deceived by a vendor? No. Am I angry because I predict still more hours lost between glitch and repair of a gadget I was required to buy as part of a phone upgrade and/or because I believed my problem was solved and it wasn’t? I fell for a “we’ll call you in an hour to activate your device.” Gullible. More about this in a moment.

When I complained to a friend she told me that Con Edison was to call her two days ago in from 16 to 36 minutes. They didn’t call then and haven’t yet.

Another friend’s neighbor lugged her wet laundry to her house because the dryer she was assured would arrive the day before–it was in the store–never came.

A third friend had to call Instacart about her missing $35 food delivery. The personal shopper for her second order for the same items rang up $246. She cancelled it. Three tries to get a food order?

Back to me. I needed an upgraded gizmo for one of my phones. It took two visits to Verizon to place the order. Don’t ask. And as I’ve so often noted, the word “upgrade” gives me the shivers. It never augurs well and it didn’t this time either.

When the box arrived I assembled it and it didn’t work. I couldn’t reach Verizon at the number on the gizmo’s screen that said: “We’re having trouble activating your device. Please call ____.” The number didn’t respond. I called another Verizon number and got a recording in which a voice spoke at top speed referring to sim cards and 5 G and 4 G devices. I looked at this white box and figured “I’m doomed.”

So I dragged the phone, the equipment, shipping box and various electrical plugs to the store, was helped by a terrific tech person and spent well over an hour while he spoke with a counterpart on the phone. I noticed that he started to– and then didn’t–use the phone number I was directed to call.

The woman couldn’t activate the device after he repeated a long series of numbers several times. He ended up switching the sim card because the one that came with the device wasn’t responding. She said she’d call in an hour to activate the new sim card. I rushed home full of hope. She never called. The device still needed to be activated.

Yesterday, after trying unsuccessfully to reach someone on the phone–it’s a phone company after all–I walked back again with phone, large plugs and gizmo in tow. That visit took from 11:30 am to 12:45 pm because a very nice employee suggested I wait to see the same specialist who’d worked with me the day before and he wouldn’t be on the floor for half an hour. He went through the drill and the gizmo is yet to be activated. This time the voice on the phone said there was a ticket on my problem and that I’d hear from them in from 24 to 48 hours.

Reading from a script and unconscious about my case, at the end of the conversation the woman tried to review the services I use in order to sell me others. I stopped her short, and reviewed what she was to do on her end and said to the tech support associate standing next to me, “Not a good time,” and he shrugged in agreement.

Small businesses can’t get away with such behavior. What, if anything, can you suggest we do to get the big ones to cut it out and stick to their word? Has a company or organization fallen short with their promise to you?


Image by 1195798 from Pixabay

6 Responses to “Service of Broken Promises: Companies Should Stop Saying They’ll Call or Deliver When They Won’t/Don’t”

  1. TC Said:

    My deepest sympathies!

  2. Jeanne Byington Said:

    TC,

    Outrageous really. They make you upgrade, you pay for a new device that doesn’t work and you subsequently pay even more in lost time. Gosh.

  3. David Reich Said:

    Yet there are some companies who do a good job.

    American Express is at the top when it comes to customer service.

    Delta Airlines is pretty good too. I like that they will call you back when a rep becomes available, rather than have you wait forever on hold.

    Spectrum is also good like that with callbacks.

  4. Jeanne Byington Said:

    David,

    SO GLAD. I never dare hang up when given the option of a callback. Thrilled that the system works from some good companies.

    As I write the 48 hours is about up. Verizon changed the “we’ll call in one hour” to “24 to 48 hours.” Sigh.

  5. Lucrezia Said:

    Lucrezia on Facebook: Verizon appears to have gotten too big for its boots. They’re no longer an accessible and caring company. Wait time to access a “real” person is now 24+ hours. I’m presently looking into other options……assuming such exist.

  6. Jeanne Byington Said:

    Lucrezia,

    Well over the promised 48 hours for me and the connection is still not activated and I have not heard from them. I plan this afternoon to go over to the store yet again

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