Blogging. Within two hours of posting here about my mother’s problems with Verizon, a third-party consultant found it and alerted a Verizon senior vice president, who immediately phoned me for more details.
Within minutes, I got two more calls, from the consultant and from a woman on Verizon’s Executive Support Escalation Team. This woman also called my mother.
Now I have the names and direct phone numbers of two Verizon employees who are actually paid to give a damn. I’m not revealing them because the resulting avalanche of complaints would make their jobs hell, and they both seem like nice people who don’t deserve that.
Verizon promised me they would resolve all my mother’s issues and even make her happy. That includes trying (with a house call, perhaps?) to get her to give up her old AT&T e-mail account and start using Verizon’s, which she loathes for functional reasons.
But I think Verizon’s true motivation became apparent when the Escalation Team woman asked my mother if she would reconsider sending her complaint to the State Corporation Commission. My mother stood firm, but agreed to send a copy to Verizon.
Last year, I had to go to the SCC myself to resolve a bogus charge on my bill after trying in vain for four months to get the originating company and Verizon to remove it. Within a few days, the SCC cut through the crap and got Verizon to fix everything.
During this ordeal, I learned about “cramming.” Shortly, I’ll tell you what Verizon won’t about how you can avoid it and get some protection from bogus charges. Phone companies have reason to allow you to become a cramming victim.
I also promised Verizon to give credit when and where it’s due by posting word of their success with my mother when it’s achieved.
So, stay tuned…