FreeUp's not worth a dime
Written: Mar 19 '02 (Updated Apr 06 '02)
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Pros: Verizon Wireless customer service for my normal account was very prompt, courteous and helpful
Cons: Couldn't reach a Verizon FreeUp Sales nor Customer Representative
The Bottom Line: Why would I spend more money using a company that can't communicate between departments and won't take sales calls?
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| jiwhite's Full Review: General Reviews of Verizon Customer Service |
Previous Experience with Verizon Customer Service
I have been a customer of Verizon Wireless for several years with multiple mobile phone numbers. Usually, the customer service I receive is good. The few menus I am presented with are easy to navigate and Customer Service Representatives are usually available quickly, respond courteously and provide helpful answers.
Why I was calling
I recently canceled one of my phone lines with Verizon Wireless because I wasn't using it enough. I used to have a job where I commuted over an hour each way and traveled all over Arizona. Now, I have a different job that is only a mile and a half from home and provides me with a text pager. Also, the reception that my phone received in the office area was bad. I remembered seeing advertising on TV from Verizon about a new prepaid calling service. I already have a phone and being able to buy just a few minutes per month would be good for emergencies.
Trying to get FreeUp service
3/20/02, I called the Verizon Customer Service number I am familiar with and asked if prepaid phone service was available. The Customer Service Representative said that they have FreeUp prepaid phone service, but was not able to sell me the service. She would have to transfer me to the FreeUp Customer Service. The phone number to which I was transferred requested my existing phone number. I entered my husband's existing Verizon phone line. When the phone number wasn't recognized, it hung up on me. I was not given the opportunity to talk to a human being.
I called my regular customer service number again. The new Customer Service Representative was as surprised as I was at what had happened. He tried to call the number while I was on hold and received the same treatment. Unfortunately, it was the only phone number he had for FreeUp Customer Service. He then suggested we check the web site. We found a phone number for Freeup Sales on the Verizon web site. I asked him to report this communication problem between Departments to Management and hung up to call FreeUp Sales.
I called the FreeUp Sales phone number. After more than 5 minutes on hold I hung up. I figured that if it was this difficult to buy the service, I didn't want to try to get help with the service later. If someone doesn't want to sell me a product, I don't want to buy it.
Reporting the Problem and the Response
I sent a message online via the Verizon web site to both FreeUp and the Verizon Wireless Excutive Offices explaining the situation I had encountered. I received a not quite apologetic response from the Executive Offices, "... Thank you for taking the time to send us your feedback. Verizon Wireless takes great pride in our products and services. We strive to offer our customers the best value in both cost and functionality. Feedback, such as yours, enables Verizon Wireless to continuously improve the products and services to better meet your needs. This feedback will be forwarded to the correct department, to allow us to make future improvements and enhancements to our products and services that we offer. ..." They also described how the FreeUp service works. This was obviously a form letter that didn't directly address my complaint of poor communication in a communication company, but it did give me enough information about the service to decide that it wasn't what I was looking for. I would have to buy at least $30 worth of calling time every 60 days to keep the service active. At that cost, I'd rather have someone page me and use a calling card to call them back from a land line or stop to use a phone myself.
Overall
It was disappointing that I had to report the problem all the way to the Executive Office to get a canned response about FreeUp. Most of my experiences with Verizon Customer Service have been good, but interdepartmental communication is a problem and the FreeUp service leaves everything to be desired.
Recommended:
No
Amount Paid (US$): 50+/month
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Epinions.com ID:
jiwhite
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Member: Janine White
Location: Chandler, AZ
Reviews written: 194
Trusted by: 142 members
About Me:
Criminologist turned Software Engineer
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