We’re all quick to criticize companies when we receive bad service, and with good reason. Jared Spool gives United a beating on Twitter, and nobody likes their cable company. But, we aren’t as zealous when it comes to proclaiming good experiences.
When I arrived home from work on Friday, I couldn’t connect to the internet. After a bit of troubleshooting, I called Verizon. They were being inundated by calls, as there had been a rather violent thunderstorm in the afternoon. I elected to have them call me back when an operator was available. I hadn’t heard anything an hour later, so I called back. I was on hold for awhile, but eventually spoke to a very friendly and quite helpful support rep. Together, we quickly determined that the LAN ports were no longer functioning.
It would have taken 4 days to ship a new router to me, but he found a store in Pittsburgh where I could pick one up the next morning. I had to wait in line briefly, but the young man who helped me was extremely polite and quickly had me on my way.
It’s a shame this story doesn’t represent the status quo. I shouldn’t feel that it’s noteworthy that I received good service. But I did, so good on you, Verizon.