Archive for the ‘New Media / New Tech’ Category

Dear H. Gries

Thursday, March 17th, 2011

Below is the response I received 2 days after my original email to Verizon. As you can see, no change on my end at this point. I’m not too happy, but what do you think?

Verizon

Dear H. Gries,

Thank you for choosing Verizon. I have received your email dated 3/14/11 regarding your request to handle your concerns over a DSL technical issue that you were trying to report when an order was placed to remove your DSL and add Fios to your home. My name is Janine, and I will be happy to assist you.

We apologize for the delay in our response and regret any inconvenience to you.

I understand how important it is to be treated with respect and handle your concern efficiently.

We always welcome feedback from our customers and we appreciate your comments. We apologize for any difficulties you have experienced.

We constantly review our processes and procedures to determine where we can improve upon the Verizon customer experience. Customer feedback is vital to our business. Thank you for taking the time to offer your comments.

I am researching your online issue immediately. I have contacted our DSL escalation party to see if she can run your service back in immediately. Once I hear back from her, I will contact you back with her answer.

Although additional follow-up is needed, it has been my goal today to address your concerns related to the problems you have experienced. I hope I have succeeded in meeting that goal. In the meantime, if you have any other questions, please let us know. We look forward to serving you.

Thank you for using Verizon. We appreciate your business.

Sincerely,
Janine
Verizon eCenter

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Enroll today at: http://www.verizon.com/gogreen

Original Message Excluded:
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