Skip to main content

PR Idea of the Week

Customer service. What a concept. This week I saw the best and worst of both. And I'm not afraid to name names.

First, let me take my hat off to all those who toil in consumer PR and work for B2C companies. Consumers are, for the most part, very dumb. Otherwise, why would companies need to protect us from ourselves. I once owned a sun shade for my car, the kind that covers the windshield, that said: Do not use while vehicle is in operation. OK.

But back to my recent experiences. I use Verizon DSL for my Internet service. It's about the only thing we can get out here in the country. So a few weeks ago the DSL stops working consistently. The little light is blinking sporadically and a horrible fuzz takes over the phone line. So I called the 800 number. They made me check all my lines, download software, get a new modem, and on and on. Until I said the magic word: cancel. Then suddenly and mysteriously I was connected to a wonderful man named David who was actually named David by his mother, not Abu.
Anyway, David said he knew right away that the problem was: it was in the switching station. The low pass filter had a problem and I had a mis-wire issue. I have no idea what any of that means.

I asked David how I could reach him directly in the future and skip Abu and his cousins who were reading a script that dictated the problem is always due to the stupid consumer. He said in a very conspiratorial way: Whatever you did to reach me today, do again in the future. I said, you mean say "cancel?" Like a movie guru who refuses to give straight answers, he said: Whatever you did to reach me today, do so again in the future, grasshopper.

So, a little tip to Verizon customers. Only those who are frustrated to the brink of tears. Only those who have wasted HOURS of their lives on the phone with people who blame you, the idiot consumer, for their service problems. Only those who are fed up and say, cancel, get the good customer service. Just a tip.

P.S. Damn, those people are good. I had this posted for seconds before the lights on my modem turned blood red. If you never hear from me again, please call Verizon, ask for David.

Comments

Popular posts from this blog

Happily Ever After

Last weekend, in a brief moment of remote control ownership, I tuned into basic cable and saw a very disturbing show called "Rich Bride, Poor Bride." I watched two episodes and didn't see what I would call a "poor" bride--although actually, after they blew their budgets, both brides probably did end up poor. One couple spent about $75,000. They talked her out of having live peacocks at the reception. That makes me think about my own much simpler but very nice-for- Farmersville wedding over a decade ago. In many ways it was a disaster. We were engaged for a year and a half; we had plenty of time to plan but fates conspired against us. By the time we got to the week of the wedding, we had buried two people on the guest list and paid our respects to a distant uncle. One of the people we lost was my husband's grandfather who died Monday, we had visitation Wednesday, funeral Thursday, rehearsal dinner Friday, wedding Saturday. How his grandmother handled

I Know What you Did Last Summer

Good gravy (I have taken up saying this since Husband doesn't curse and I was the only one to blame for our household's junior potty mouths), it's Fall. And I still haven't shown you the before/during/after pictures of my kitchen update. Before : greenish "marble" laminate counters with a yellowed fluorescent light cover--only one bulb working. Carbon dating and a close examination of the many knife cuts evident on the laminate surface have led scientists to believe these counter tops date to the early Aquarius period or possibly late Happy Days epoch. To save money on the almost airline-like add-ons involved in having a big box home improvement chain do this project, we removed the counter tops ourselves. I use the term ourselves very loosely, of course, in that Husband did it. I thought we were well-prepared. Fortunately, they did not have a box on their billing slip for We Pulled out the Oven and OMGOMGOMG!! The workers even kindly looked away while I

Rejected by Nancy Cartwright

Every two years the nationally renowned Erma Bombeck Writers' Workshop is held here in Dayton. The event typically sells out in hours, but one way to gain entry is to enter the Erma Bombeck Writing Competition --there is even a category for local writers. Several of my local friends who are great bloggers and hilarious Facebook commenters have been talking smack about winning this thing since we were all shut out two years ago by booger stories. Nancy Cartwright , Dayton native and the the voice of Bart Simpson, judged the finalists this year. Apparently, she did not like my entry. Recently, famous blogger and author Jenny Lawson shared an article she had written that was rejected by Oprah's magazine. So, inspired by her, I will share my article that I'm sure made it all the way to Nancy [it did not] and then was rejected for not being about boogers or port-a-johns. Check out "All the Dreeds of Pigs" in a future post on this blog.