Verizon Customer Service Competence

[Annette]

Thanks for that useful advise.  Unfortunately, I only have very sketchy
notes from those requests.   

-----Original Message-----
From: blindphones-bounces at mosenexplosion.com
[mailto:blindphones-bounces at mosenexplosion.com] On Behalf Of Kelly Pierce
Sent: Sunday, December 23, 2007 7:19 PM
To: The Accessible Phones Discussion List
Subject: Re: Verizon Customer Service Competence

Annette,

If you have documented most of the requests for free directory assistance
from Verizon with the identity of the representative along with the date and
time of the call, contact Jenifer Simpson at the American Association for
People with Disabilities using the information provided earlier.  If you
haven't documented the accommodation requests, consider doing so the next
time you make a request.  It sounds like Verizon has a hole in its business
and operational systems in providing free directory assistance to 
blind wireless customers.   After four requests over something so small, 
contact Jenifer anyway to see if you could effectively file a complaint that
may not be fully documented.  The company's systems won't get any better
with another request.

In the meantime, consider using the free 411 services available.  I realize
these calls burn minutes, but the service is free.

Kelly





----- Original Message -----
From: "Annette" <amcarr1 at verizon.net>
To: "'The Accessible Phones Discussion List'" 
<blindphones at mosenexplosion.com>
Sent: Sunday, December 23, 2007 11:47 AM
Subject: RE: Verizon Customer Service Competence


> It has been hit or miss with getting a knowledgeable Verizon rep on the
> phone who could help with accessibility issues whether with the LG I once
> had, or with my Q.  However, the reps in my local store have been willing 
> to
> look into things for me and to extend the trial period from 2 weeks to 30
> days so that I could have time to test the phone with Mobile Speaks.
>
> I have no experience with braille anything from Verizon, but after much
> effort on my part, I finally got a manual on disk for my LG.
>
> On a down side with Verizon, I am yet to get the form that I need to
> complete to get free directory assistance as an accommodation for my 
> visual
> impairment.  I've attempted 4 times, and have been told each time that 
> they
> would put the form in the mail and then call me back in a week to ensure
> that I got the form and to answer any additional questions I have.  I've
> never gotten a form or a call back.
>
> I am pleased with Verizon coverage as I live in the DC area and our metro
> rail system has Verizon antennas integrated into the tunnel system, and 
> my
> new office building has the same.
>
> Happy Holidays!
> Annette
>
>
> -----Original Message-----
> From: blindphones-bounces at mosenexplosion.com
> [mailto:blindphones-bounces at mosenexplosion.com] On Behalf Of Kane Brolin
> Sent: Sunday, December 23, 2007 12:04 PM
> To: The Accessible Phones Discussion List
> Subject: Re: Verizon Customer Service Competence
>
> Hi, guys.  I've changed the thread of this message so it's more relevant 
> to
> the topic at hand, since this has been a deep interest of mine as well.
>
> I too am a Verizon customer, and I am finding that Verizon under the 
> right
> circumstances (especially through the use of a PDA) is accessible.  But I
> did not realize this for years, until discovering MobileSpeak and this 
> list.
> I too find that Verizon customer service reps could use a lot more 
> knowledge
> when it comes to options for blind users; but they are better by far than
> some other companies, especially T-mobile, in terms of practicing 
> goodwill
> and trying to solve a problem.
> I found T-mobile representatives to be unmotivated and essentially 
> powerless
> to do anything to redress the customer.  At least Verizon reps try to act
> sensitive to different circumstances.  But they need to be taught a lot 
> more
> about what accessible devices are, what they can do, and what we as blind
> phone users would want.  The only things they seem to know about are 
> those
> few LG models that have limited speech output accessibility.  To my
> knowledge, never has a Verizon rep or Verizon Web site ever mentioned 
> that a
> Treo, Motorola Q, or other PDA running Windows Mobile can also be made 
> fully
> accessible.
>
> I have to say that AT&T (formerly Cingular) seems to have by far the most
> knowledge of accessibility insofar as standard phones are concerned.  But
> their fundamental phone coverage is so poor in my area that I never
> seriously considered going with AT&T.
>
> As for Braille hardware manuals, Noe, I don't know about those either.
> But Verizon will send Braille bills, and customer service reps have told 
> me
> about those.
>
> -Kane
>
> On 12/22/07, Noe Villeda <nvilled1 at tampabay.rr.com> wrote:
>> Hi Kelly,
>>
>> I've found my service with Verizon Wireless to be less than 
>> satisfactory.
>> Their customer service representatives are barely trained, let alone
>> when it comes to anything dealing with accessibility.
>> When I mentioned needing a Braille manual, the person had no idea
>> where to even begin to find the answer, the number that's listed for
>> LG on their website is no longer a working number.
>>
>> Noe
>>
>>
>> You received this message because you subscribed to the Accessible
>> Phones Discussion List.
>>
>> If you don't want to receive messages from this list anymore, just
>> send a blank e-mail to:
>> blindphones-unsubscribe at mosenexplosion.com
>>
>
> You received this message because you subscribed to the Accessible Phones
> Discussion List.
>
> If you don't want to receive messages from this list anymore, just send a
> blank e-mail to:
> blindphones-unsubscribe at mosenexplosion.com
>
>
> You received this message because you subscribed to the Accessible Phones 
> Discussion List.
>
> If you don't want to receive messages from this list anymore, just send a 
> blank e-mail to:
> blindphones-unsubscribe at mosenexplosion.com 


You received this message because you subscribed to the Accessible Phones
Discussion List.

If you don't want to receive messages from this list anymore, just send a
blank e-mail to:
blindphones-unsubscribe at mosenexplosion.com