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Having a Problem with your BlackBerry and Verizon is your Carrier? Prepare for Disappointment.

Shocked Guy 300x264 Having a Problem with your BlackBerry and Verizon is your Carrier?  Prepare for Disappointment.Today was, for lack of a better word, disappointing.  In the past I have been a strong advocate for Verizon as a company, but now my confidence is shaken.  Here’s how the story goes:

Today as I was walking out of the bank (no ski mask) I did what I do about 2000 times per day and that is check my beloved BlackBerry.  That’s when the darndest thing happened.   Out of nowhere, the trackball just stopped scrolling down.  No big deal, the Verizon store is about 300 yards away, they will take a look and make it all better, right?

Signed in, waited about 10 minutes and you’re up Dan.  I explained the situation to the girl behind the counter and then let her work the magic.  Except in this case it was some strange, “here drink the Kool-Aid and get on the comet” kind of magic.

After fiddling with it for a few minutes and looking at what I can only guess is the Verizon step by step guide on fixing the BlackBerry she says, let’s try compressed air.  Ok, whatever it takes, just hurry up because I can already feel myself slipping into the earlier stages of separation anxiety.

This is where things go from bad to worse though, because the compressed air was not the answer.  So great, I’m a VIP customer because I shell out more than a nice car payment every month, so they will just replace it and I’m on my way, right?  Not a chance.  Nope instead I spend the next 25 minutes on the phone with Aaron who explains that he has to ship me out a replacement.  Ship me out a replacement are you kidding me?  My BlackBerry is the center of my warped technology based universe and you might as well snuff out the sun.   But wait there’s more, he then tells me that although today is Tuesday, I wont get my replacement BlackBerry until Friday.  Why?  Because he can only ship it two day.  Not overnight, two day?  Wait the room is spinning, am I on Candid Camera?  Not only does Verizon not replace the phone at the store, but now I have to wait 3 days to get a replacement.

Honestly I understand that most of you will read this and just chalk it up to the rantings of a depressed and possibly neurotic individual, but in my humble opinion, this is not how you treat business customers.  I rely on my phone and my carrier to be there when I need them and when one of them breaks I expect it to be fixed immediately.  I pay out the nose every month to ensure this level of reliability and there is no excuse for this off-handed treatment of what has to be the biggest cash cow in on the Verizon farm.

I expressed my displeasure at the store and was given a sticker with a URL on it for a survey (http://www.verizonwirelesssurvey.com) and a book.  Yes a book, and would you believe the book outlines all the great products I can get from Verizon?  Believe it.

One last note, in the survey notes area I specifically asked for a manager to call me.  I’m not holding my breath on that one.

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About the Author

Daniel Black is the President and CEO of MobiMadness, Inc. Over the last 4 decades Dan has been an IT Director, Project Manager, Firefighter, EMT, and Army Staff Sergeant (retired).

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