But hey, ActiveRain is the media!
It was in the middle of one of my busiest times – three new listings which meant three blogs, three MLS entries, three website updates, copies, photos…oh heck, you all know what goes into a new listing...plus, one settlement and contracts being negotiated for two buyer clients.
And this was the time that my wonderful daughter and husband decided to change our Internet service from cable to Verizon DSL while I was out on appointments. They were so sure I would not even notice the difference. Erica researched to make sure that the DSL would work, and she made all the arrangements even to the installation. I was proud of her.
Well you can imagine...I came home to NO internet.
Now you all know I don't "do upset." But that day.... I was on the phone with Verizon until after 1:00 a.m., and didn't get to bed until 3 a.m. Then back up at 8:00 a.m. and on the phone 'til 11:00 a.m. By then it was Friday morning, and I was told there could be no service until Monday…NOT ACCEPTABLE!
Through all this, Erica stayed on a three-way call with me since she knew all the stuff from the installation. She kept saying, "I thought you don't do upset.” I was not upset with her, but was really frustrated by the non-response and poor service.
All I got was, "Sorry for the inconvenience, there are no technicians until Monday." No one to speak with, "The manager is busy, the supervisor also busy." One person had the audacity to say that I was residential not a commercial account, paying less, and implying I should get less service. That was the last straw!
So I suggested we get the media involved about how Verizon treats their customers. I said, "You have great commercials to knock cable and get our business, but you do not have the staff to take care of the new business. Maybe you could spend a bit more on satisfied customers and a bit less on getting new customers!" (You have all seen the commercials, right? Oh, could I relate this to real estate!)
So to each company person I said: "Please give me the spelling of your name and your position. You have been very nice and I want to make sure when I talk to the media that I have all the correct facts.” This was my line to each and every person I spoke with.
And then…AMAZING results.
Leaving for a listing appointment. I made no more calls... but within a short period of time had seven calls from Verizon. The first one saying the matter was being looked into, then a call that a tech was on the way to my home. A call from a supervisor…she was on top of it. Gave me the number to the National Customer Relations person. Gave me my dispatch number.
Now I was in the middle of a listing appointment...not to be disturbed by the Internet situation.
The phone keep vibrating, I kept listing. A call from hubby that a wonderful senior technician was evaluating the problem. By this time I had had so many explanations, from "Maybe a bad box," to "You are too far away from the station," to "We have to check your lines, they may need to be replaced." I did not care what the problem was - I just wanted my damn Internet so I could go back to what I do…list, sell, and settle.
Finally, they sent someone who knew what he was doing. The connection was fixed by Cliff, the senior technician who has been with the company for 22 years.
No reason to raise my voice, but I did get what I needed.
So I guess I don’t need to get the media involved....
But hey, ActiveRain is the media!
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