Angry Letter

My address
Aiea, HI, 96701
December 2, 2014

Verizon Wireless Headquarters
140 West Street
New York, NY 10007

Dear Verizon Wireless,

My family and I have been grateful for many years of your excellent cellular service. We constantly receive good signaling and bars compared to other phone companies that we have had. Your great connection keeps us satisfied with our phones. Your in-store service is not too bad. We have had a couple of good workers that were friendly and helpful. Even if we were in a rush, they would try to work fast to get the job done.

However, we have had some problems for a while now, about your customer service. Over the years, we have been noticing that some of your employees haven't been too friendly or helpful in assisting us with our phones.  We don't always want to drive down to Verizon every time we need assistance. The technology of today helps prevent that by over the phone customer service. When I received my new iPhone in the mail, I wanted to set it up immediately. So, I looked through the manual of how to connect the phone to my number, and disconnect my old phone. I followed the instructions and a problem occurred where my number connected to my mom's phone. I called Verizon for help, so that this problem will be fixed and will be ready. I understand that Verizon is a big company and gets constant calls. But, the man I talked over the phone with was not the most pleasant, as he made me feel that I was stupid. He abruptly asked if I followed all the instructions, and I knew that I did. But, he kept going over the steps as if I didn't. His rude voice made me unsatisfied and hung up as I were to go in to Verizon to get the problem fixed.

Going in the store is not a huge problem, but most of the time we only go to the store because we are already out of the house. Knowing that your customer service is not the most trustworthy, we try to find the people that we had before that we enjoyed. Then, we know for sure that we will get satisfactory assistance.

I understand that these people go through 37 minimum days of training, and I appreciate that. Butm maybe if you could focus on how these people associate with every customer. Then, more people would want to have you as their phone carrier. On a website called "customerservicescoreboard," there are complaints and comments about Verizon's customer service. 84.97% of the comments were negative. The comments explain their experiences about how Verizon customer service makes people unsatisfied. For a small suggestion maybe focus on customer service training, and making sure that employees actually care about helping the customers. Other than that, Verizon has great coverage and I am grateful for that. I have good bars and don't regret at all having Verizon as my phone carrier.

Thank You,
Kaz Tachino