Roger’s bank messed up and his Verizon bill didn’t get paid, resulting in his account being shut off for non-payment. While the phone and internet were back on almost immediately, Roger toiled fruitlessly trying to get the TV service turned back on, finally writing to Consumerist in frustration.
Roger didn’t just write the Consumerist, however, he also CC’d his email to Verizon’s CEO. And it worked. Roger writes:
On Wednesday morning, I get a phone call and email from Mark D. Reddick (Executive Customer Relations) saying that he would personally handle the matter at the behest of Mr. Seidenberg (talk about action).
I was going to try to find out the name of someone in Executive Customer Relations (as per the advice of one of your interns to my first email to you guys) but was lucky enough to have them contact me first. When I got home from work, a technician called me to get my set-top box information… unfortunately she wasn’t able to get the matter fixed and she ended up scheduling a technician to come out to my home today … Suffice it to say, the tech was able to get me up and running.
It sucks that I had to email the friggin’ CEO but apparently Verizon’s computer systems leave a lot to be desired (I will say this much, their CSR’s were all very friendly despite their inability to address my issue). This goes to show you how effective a polite email that is addressed to Consumerist AND the CEO can be. Thanks for all your advice.
No problem, Roger. Are you stuck in a customer service quagmire? Emailing the top brass has a marvelous way of speeding things up. Learn how to launch an EECB by clicking here.