A few posts ago, I blogged about Verizon's crappy DSL service. It's never been good. Over the last year, I've called about 10 times. They've fixed something from the office. Sent someone out who found a problem with the jack. Sent someone else out who couldn't find a problem anywhere. Then sent someone else out who checked the wiring outside. Then he found faulty wiring in the box down the street and fixed that. Next, a woman from the office switched my circuit, explaining that by doing so she was basically taking me off a crowded freeway and putting me on one without traffic. After that, another guy came and installed a new modem.
Now, I'm knocking on wood, but for about a week, my Internet has not gone down once. It's almost as if the problem is solved.
Don't get me wrong, it took forever and was frustrating as heck, but Verizon did work hard to solve the problem.
That doesn't erase the issue, but I am glad they kept trying. And it does say something about the value of service recovery.
What company has worked hard to solve an issue for you?
3 years ago