Updating the saga of New Breed / Verizon and the uncredited cell phone; Verizon Customer Service called yesterday to follow up on my comments in the satisfaction survey. (Lucky for me that this survey happened.)
A very pleasant person who immediately identified herself with full name and location (in South Carolina, not off shore) and then apologized for the delay in getting my phone credited. She kindly listened while I explained my concerns and frustrations. She assured me that they wanted me to be comfortable in being able to recommend Verizon again. Cool.
Then she explained that she'd send a notice through the system right away to get my phone credited ASAP but that the New Breed folks had 48 hours to get back to her with a solution. So; by two days from her call I would have credit for the phoen. I think I must have paused or hmmph'ed or sighed or something to indicate my surprise at this because he filled with something like "it's to be sure it has time to go through channels."
This seems like the New Breed tail is wagging the Verizon puppy. Really; doesn't it? Who's got the power here? And here we are back at the initial question and problem -- should it take 48 hours to get the phone checked back in. Nope. And should it be allowed 48 hours for the service provider to get back to either Verizon, their direct customer, or to me, Verizon's customer for whom New Breed is acting as agent? This compounds the intial goofy wrongness by at least 100%.
Now back to the kind and pleasant lady that called from Verizon: she seemed to be picking up on the irony that was brewing here so she also assured me that my "verbatim" -- the message that I had recorded for the survey -- and her notes about this would be going to the executives in charge of these services at Verizon and that they would "hear [my] concerns directly". Wonderful.
I took this opportunity -- hoping that the call was recorded -- to explain my view that Netflix presented a better model for handling the "reverse logistics" matter better than New Breed. I hope that will get to the Verizon execs for consideration too. New Breed needs to be kicked into gear or replaced.
OK. If she's not just pacifying me at this point, but if the message is going to get to the Verizon execs to fix the problem (by replacing or fixing New Breed) then, yes; for sure I'll be happy enough with Verizon to be able to recommend them again.
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