We would like your feedback

Getting your customers to fill out market satisfaction survey’s is all the rage these days. “We greatly appreciate your feedback ” Hey, its free demographic marketing! Its also usually ego stroking, studies show that people tend to skew their own responces to the positive side of things. Generally I don’t fill these things out at all. I just route these emails directly tot he trash bin. I don’t do free marketing research for your company. However, once in a while I get pissed off enough to waste ten minutes to fill out the survey, at least enough until I get to the comment box. (Didn’t put a comment box in your survey? Better hope all your executives have an asbestoes covered email inbox)

“You indicated that you are not very likely to recommend Verizon Business to a friend or a colleague. What can we do to improve?”

Not suck. You failed at every level, from order taking to product delivery to service connection. You failed at everything, multiple times. The only thing you can do to improve is just not suck. It isn’t really that hard. Seriously, I have never seen so much suckage, you suck at incomprehensable levels. I don’t mean to sit hear and call you names but I have never ever seen one organization just not care, about anything. This wasn’t just one bad employee, this was everyone, it was systemic within your organization. The order taker, the project lead, her boss, the implementer, the guys on the phone when I turned the circuit up, everyone. No one cared, and no one could do their job correctly the first time.

I have delt with Verizon off and on for years and years, there have always been problems. I have had dozens of circuits installed and every single one of them have had something go wrong. I expect it and I usually plan for for it. But this time, everything went wrong, order taker forgot to submit paperwork for me to sign until the last minute, the site survey was delayed by two weeks, and actually had to happen twice. Your Business unit could not talk with your Core unit. (What the hell is the differance?) You couldn’t pull cable, then you failed to connect the circuit the first time, or the second, then you forgot to send me the router you ordered for me two months prior! All the while I am attempting to get things corrected with the project manager and her boss. Basically, they didn’t care.

You have problems Verizon, deep problems. And now I am stuck with your line into my company like some grotesque festering infectous tentacle that I would rip out completely down the seven floors into your node if I could. You have your contract, you have me for three years and frankly I am so tired of fighting that now that the service is working, finally, I am too tired to change it. So yeah, you have my (companies) money Verizon, for now but as soon as this contract is up I will be switching and I will never ever EVER install another Verizon circuit ever again. I would rather install Comcast or so help me even RCN before I install another Verizon line.

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About Space Rogue

Space Rogue is widely sought after by journalists and industry analysts for his unique views and perceptions of the information security industry. He has been called to testify before the Senate Committee on Governmental Affairs and has been quoted in numerous magazine and newspaper articles as well as appeared on such TV shows as News Hour with Jim Lehrer, CNN Nightly News, ABC News Online with Sam Donaldson, and others. A recognized name within the industry, Space Rogue has written articles that are often quoted or refered to by other major media outlets. He has spoken before numerous audiances including the Digital Messageing Association, Defcon, Pumpcon, HOPE, H2K, and others. As a former member of L0pht Heavy Industries, Space Rogue ran the widely popular Hacker News Network which quickly became a major resource on the Internet for daily information security news. Before HNN he ran the The Whacked Mac Archives, which at the time, was the largest and the most popular Macintosh security site on the net. Currently Space Rogue does consulting for various companies.

One thought on “We would like your feedback

  1. I cant stand clock punchers, when you work for an ISP, you should know what you are doing, and spend as much time as it takes honing your skills and your service, as well as communication with your clients and end users, ensuring that your customer service excellent and client satisfaction exceptional. Ive been on peoples rooftops at 1am in severe thunderstorms, 50mph wind and rain, and I got the fuckin job done right.

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