Brian is one of the many customers nationwide who was affected by the data outages Verizon Wireless’ 4G LTE network has suffered recently, including an incident this week. He complained to customer service about the frequent outages, and asked for a $20 credit on his account. Their response? No outages happened whatsoever!
He forwarded his frustrated message to Verizon, detailing where the outages happened — his primary line as well as his hot spot — as well as the exasperating response he received.
Thank you for contacting Verizon Wireless via our Website, my name is [redacted]. I am sorry to hear you are having issues with the 4G coverage in your area and will be more than happy to review your wireless account.
After reviewing the outage information, I am not currently showing there was an outage in the Nashville, Tennessee area in the last 72 hours. If you are having issues with your device, please contact us at 800-922-0204 or *611 and [send] airtime free from your wireless phone. This department is available from 6am to 11pm daily.
Verizon Wireless recognizes that without you, our loyal customer, there would be no us. I make it my personal goal to resolve all of your wireless concerns. I hope I have done that for you today by reviewing the outages in your area.
We appreciate your business and thank you for choosing Verizon Wireless.
Brian’s incredulous response is right in line with the fact that Verizon itself admitted to three national outages in under a month.
He replied, including links to news stories reporting the widespread outages, “Seriously? To deny an issue existed is insulting to me as a customer. It was nationwide outage and was covered thoroughly in the national media.”
Perhaps a bit more communication between PR people and customer service reps would be warranted, eh, Verizon?