Wireless phones

Verizon Wireless vs. DiGi

Who woulda thunk it.  Verizon Wireless, “The” Verizon Wireless, and a wireless provider in Malaysia called DiGi are having a quiet, polite, second-hand blame war over which carrier is responsible for approximately half of the text messages I send from the United States via Verizon not reaching the mobile device of my beloved friend in Malaysia, a Digi customer.  I personally do not care which company is responsible, but I’m tired of throwing to the wind 25 cents each for messages that do not reach their destination.

Rather than being dazed and amazed that any text messages arrive to someone halfway across the world, in this technological age, we just expect that all communication should not only go through, but go through quickly, clearly and accurately.  And, I must add, for the most part or the 3/4 part, it does.  All of his texts reach me but only about half of mine reach him. 

Both my friend and I have contacted DiGi and Verizon, respectively, and spelled out our concerns.  Both companies claim to have researched the problem with their tech departments and found no difficulties on their ends.  One Verizon rep told me that if the screen says “sent” without an error message, Verizon has done its part and the rest is up to the forces of nature and the technology of the other wireless company.  Okay, yeah, I embellished a little on that statement, but I did sense a bit of arrogance on the part of the first (not the second, who was very helpful and pleasant) Verizon rep I spoke to who finally said to me, “I mean, come on, it’s Verizon!” as if Verizon’s pooh is incapable of stinking.

DiGi, the ball is in your court.  Verizon—2, Digi—1.  It’s your turn to make that phone call, Philip.

The Samsung Smooth; Not lovin’ it, I’m leavin’ it!

Bravo to Verizon Wireless representative, Ms. N., who recognized an opportunity to provide above and beyond customer service to ensure the loyalty and happiness of a long-term customer, me.  For the first time in all my years with Verizon Wireless, this time when I signed a new contract and upgraded our phones we received two complete duds, one which was replaced by another of the same that worked just fine, the Samsung Intensity, and the Samsung Smooth, which two replacements later we have yet to get a “good” one.  At this point, I’m not certain if a “good” Samsung Smooth even exists.  Last night, Ms. N., a very competent and thoughtful customer service rep, solved this problem (even though the solution was outside of Verizon’s normal policy) and made me a happy camper.  For history on this saga read here.

The Samsung Smooth is the phone I chose for my mother when we upgraded.  Before cementing my decision, I read the mixed reviews (ignoring those that seemed overly picky and petty), looked at the technical specs, and compared the phone to other similar phones.  I agonized over the choice more than I did for my own because it was important to me that my mother had a compact, reliable device with good sound and reception.  Unfortunately, I was doomed from the moment I clicked the button to select the Smooth.  Yesterday, after going through two substandard Smooths, I received a third device that had equally crappy sound–blocked out entire words and made people sound like they were stuttering. Ugh, ugh, and triple ugh!

All afternoon, I agonized over the phone call that I would inevitably have to make to Verizon.  My mother, determined with feet planted in cement, insisted that Verizon owed us a working phone.  Her advice:  We should keep returning phones until we finally got one that worked or until Verizon allowed us to select another model.  I agreed, but being the one who, as the owner of the plan, has to make these phone calls, I knotted my gut a little.  I’m not good at being stern and forcing an issue. I usually back down easily and retreat with my tail between my legs.  I don’t enjoy having to raise my voice or make “trouble” and we were just outside of Verizon’s 30-Day Worry-Free Guarantee period so some convincing would be necessary.

Last night, I called mom.  Mom prayed.  I prayed.  I got on the phone and dialed Verizon CS.  Ms. N. answered.  Immediately, I could tell that I was talking to someone who could solve my problem with little to no hassle, and I was right.  Thanks to Ms. N I will be purchasing another Intensity at a reasonable price (the same additional amount I would have had to pay when I originally did the upgrade) and returning the Samsung Smooth and good riddance. 

To anyone who is experiencing a problem with Verizon Wireless, my advice, (for what it’s worth and besides avoiding the Samsung Smooth at all costs), be persistent but not mean and ugly.  Try to find a solution to your dilemma without bending their rules.  Don’t accept the answer of the first rep you talk to if you believe that you have not received a fair solution.  It’s unfortunate, but as with people in every walk of life, some are genuinely interested and want to help and others are just doing their job and following “the rules”.  Sometimes the person you talk to at first may not have the authority to bend the rules.  Politely ask for someone who does.  It has been my experience that most Verizon Wireless Customer Service Reps genuinely want to satisfy the customer.  Thanks Verizon!  Thanks Ms. N!