Customers can expect to remain confused unless the customer calls 1-800-Verizon, or some other number that comes up when searching with your browser. Verizon has done it again, created stalwart technology that is totally unusable to the common consumer. Yes, Verizon created a support website for their service and supplies that becomes a giant loop of endless clicks leading to the end of the internet. Yes, I think Verizon actually has created the end of the internet.
I understand the use of technology to reduce workload, increase efficiency and streamline repetitive informational technologies. Well that’s all fine and dandy, but what if you have a unique situation that you believe warrants the ever-personal customer interface with a real human? Just so happened to be my case just the other night; having an above normal internet usage bill recently and a significant service degradation of my installed Verizon HomeFusion Broadband, a residential internet solution that uses Verizon’s 4G LTE network to bring reliable, high-speed internet service to customers with limited broadband options . . . and when working properly, provides super-fast internet. Super-fast speeds that are only compared and rivaled to that of cable, T-1 or DSL service. Now one thing I am not, is a technology geek; but I did just stay at a Holiday Inn Express last night so I should be good to go for the remainder of this post.
I just know I used to have an incredibly fast system that costs me a lot of money, and if not managed properly, . . . cost A LOT of money. Like a $380 bill that was ONLY for home-use internet service. No phone, no television, and no cellular phone service. Yes, I paid $380 for data only to my home internet, so I have become used to monitoring the system quite closely and my kids . . . even closer.
Once I figured out that the best way to contact Verizon directly was obviously not through the internet. Going to www.VerizonWireless.com proved an hour worthless of many attempts to find a phone number on their website to speak with a human, presumably in some other country where the labor pool is abundant and cheap.
Tonight was just a bit different since once I figured out that 1-800-Verizon would quickly link me to Geon (pronounce: Jee-On, like neon or Deon). Geon spent a good 3-4 hours relentlessly pushing the limits of my sobriety and the limits of my bed-time hour. Geon had me checking everything imaginable that could be influencing several website’s data to suddenly halt when attempting to access that information using my Verizon 4G LTE service. Websites like Facebook were found to be restrictive in displaying all content and YouTube no longer plays videos for some mysterious reason. Hey, I don’t feel so bad right now, ‘cause we tested every component in the 4G broadband system installed in my home computers, and Geon couldn’t figure it out. The night finally concluded with Geon testing all of my communication speeds in my home. Each method of test produced stellar wireless speeds, but the display of any YouTube video or some of the content on Facebook seemed futile. But no matter what we did, or how long we stayed at it, Geon provided me with an exceptional customer experience.
During the 3 or so hours, Geon mentioned he was located in Albuquerque, NM and I mentioned my entire life story. The old saying goes, “better grab a Snickers Bar” cause I was not going anywhere for a while, so we would just talk while we surfed the internet and tested my connectivity speeds. Yeah, we told a lot of stories in between re-booting my desktop, grabbing a beer, re-booting my laptop, taking a bathroom break, grabbing a beer and re-booting the Home Fusion system. I was even able to get Geon to do two things. First I asked that he read a bit more About Us at www.CritDicks.com. I don’t know if he did yet, but then I asked that he look up “banana in the tail pipe” on you tube. Geon said he had to be careful and watch his back because his supervisor was looming; so he probably won’t get a chance to go until he is off. Here’s a link if he needs it.
I guess this story is about customer experience. Why does it seem so often I tell stories center around customer experience? Because I’m a customer. It was probably one of the most valuable things I learned while in school.
So who cares?
See, I can do it too . . .