Having trouble getting help on the phone from a live individual? Try calling this department instead
By Alan Friedman
No matter which carrier you use, the odds are that you have a story to
tell about how you were ignored by the big faceless wireless
provider. Of course, as the "little guy" in this battle, you had to
fight with all of your might for justice. ZDNet today explained what
happened to a wireless customer named Kevin and how he managed to
capture the attention of Verizon after the firm refused to give him
the customer service he needed.
When I was a young technician at New England Telephone & Telegraph
Company, I worked with an older Irishman whom I'll call Sean.
Sean and his wife were having problems, and she'd moved back to Ireland
to get away from them. Sean, who wouldn't think of divorce, had to
take a second job, working on the PBX connections and repairs at a
major insurance company in Boston. Mother Bell frowned on that, but
couldn't do anything about what it didn't know, so we'd get calls from
Sean when he needed favors to get some executive's line fixed quickly
or installed faster, etc.
I answered his call one night, after he'd been doing it for about a
month, and I told him that I wouldn't do what he wanted done, because
it wasn't in the rulebook or the stars weren't alligned, or whatever.
Sean sighed, and uttered a warning I'll never forget: "You guys are so
arrogant!" He apologized for his remark the next time I saw him, but I
told him that it was true and thanked him for the wake-up call. After
that, I made it my business to put Sean's tickets on the top of the
pile, and to get his troubles fixed with a minimum of fuss and no
pretentious references to "the company policy." It made me a better
employee, and a better person, too.
Sean's wife came home after a couple of months in Roscommon, and he
went back to working just the one job, but I never forgot the lesson
he taught me.