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Hi, I’m Brad Feld, a managing director at the Foundry Group who lives in Boulder, Colorado. I invest in software and Internet companies around the US, run marathons and read a lot.

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Unbelievably Great Customer Support from Verizon Wireless

Comments (12)

Most of the customer support stories I read on the web are about lousy experiences.  Tonight – I had an awesome one.

After dinner, Amy treated me to 30 minutes at Best Buy in Soho to buy a Verizon Wireless EVDO Card for my October Life Dinner gift.  The folks at Best Buy did a good job even though they ended up setting me up for the wrong version of the service.  My laptop doesn’t have a CD-ROM drive, so I had to download the software from the Internet.

My first attempt failed as the Verizon web site didn’t recognize my cell phone number.  I called customer support, worked through the phone tree, and immediately got to a guy who seemed to know what he was talking about.  He gave me a special magic code to download the software and then asked if he could stay on the phone until everything was up and running.  I downloaded the software and then walked through the installation step by step.  When I got to the end, things worked, but they seemed very slow (much slower than my expectation).  It turns out that the Best Buy folks set me up with the wrong service plan.  Mr. Good Support told me he could transfer me to an account rep to get me on the right plan.

Two minutes later I was talking to Ms. Very Nice Southern Accent who looked up my account, made the change (while keeping me on the same payment plan), walked me through resetting my EVDO card, and confirmed that I was all set to go.

For once, an awesome experience.  Thanks Verizon people.

  • http://www.sotirov.com Emil Sotirov

    I just want to confirm that this probably wasn’t a lucky chance. My experience with Verizon customer support (for land phone service) has always been surprisingly good. Not just very kind and patient… but extremely understanding… and unusually intelligent in their responses (are they all college educated?). Whoever manages customer support… and customer support training, at Verizon, is doing a superb job.

  • Ananth

    I am curious to know if Mr.Good Support and Ms. Very Nice Southern Accent were actually located in India

  • http://www.merceronvalue.com Chris Mercer

    And now, if I could just get more than zero-to-one bars in my home (first floor only, I’m not greedy!) in downtown Memphis, I’d be just as happy as you…

  • http://dorrianporter.typepad.com Dorrian

    I bought a new phone from Verizon 3 weeks ago. I didn’t notice anything different about the person’s hustling about until he handed me my new phone and put the old one in a box. I said “Ok, how do I get this working now,” thinking that he was going to tell me to call 1-800-pain-ful to set the new one up and read the EIN # to someone (you know that # behind the battery of your phone which means you can’t actually use your phone). His reply “Nothing. You’re all set ready to go.” I thought “what planet am I on” and walked out the door a happy Verizon customer.

  • http://kalioto.blogspot.com Keith

    Their customer service has gotten much more effective over time, but the initial setup of plans is a chronic problem in my experience with 50 of their phones, BlackBerry handhelds and EVDO wireless cards.

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