In these troublous times, where government officials scoff at the Constitution and no one knows what anything will cost tomorrow, I thought I'd share a story about people doing the right thing, and doing it well.
My phone developed a splotch and a stripe overnight. It worked as a phone, but everything else was bollixed up by the disfiguration. After two different repairmen were unable to restore it, I took to the interwebs to see what was available.
The various availabilities and price plans and phones were overwhelming. From what I could discern, the only reason to upgrade my phone was to give more control to the AI, more deeply embedded in the newer models.
I'm not interested in being judged by my phone; I have no need for it to improve my text messages or assess my health. The first young lady with whom I discussed all this suggested that I take advantage of the insurance I've been paying. Even better, I could order it all on-line, skipping the call center queue.
I logged on to Asurion, Verizon's insurance place. Within a few well placed clicks, I realized I needed a human's touch. There were just too many options. The gentleman who guided me through was delightful, his accent and sense of humor kept me smiling. My name had several extra, mellifluous syllables.
His efforts to find me anything but a refurbished phone, laudable if unsuccessful, concluded with the reminder that if there was something wrong with it Verizon would replace it free of charge. I agreed and accepted terms and conditions and the phone was on its way. Arriving via UPS at 7pm the next day, it lived in its box until I had time to deal with it.
And it took time.
Theoretically, I could have set it up myself, at home, by following the directions included in the box. Though they were beautifully packaged and printed, they weren't what I needed them to be. I called the helpful agent's phone number and began a lovely, if ultimately unfruitful, conversation. Some pieces required waiting, some required restarting one or the other of the devices.
Everything was well explained and manageable, until it came to transferring the data. There was an Auto Install button. She told me not to use it. She had me choose Manual.
This led to my slow descent, with accompanying existential dread, into the abyss. Could I turn this on? Could I find the answer another way? What if I did this or that first?
It was awful. She was lovely but it was awful. Finally, after 40 some minutes of stomach churning anxiety and increasing frustration, she made me an appointment at a Corporate Store near to you and there I went, after Pilates, with my dander up
I was met by the manager who asked for my phone number and name and then told me there would be a $29.99 charge to transfer my data. This was not what I wanted to hear, and I began to tell him why. Fortunately, being a more mature human than I, he didn't rise to the bait. Instead, he sent me over to a lovely young woman with an engaging smile and the easy confidence I wish I possessed when looking at my electronics.
I took two deep breaths, thanked the manager for putting up with me, and spent the next 90 minutes watching her use her phone and my phone together, like ice dancing.... leaning into one another, on one leg, going backwards, fast, on ice. It was impressive.
I was wearing a Cubbies shirt which led to an agreeable conversation about Wrigley Field and Harry Carey and the obvious superiority of Michael Jordan. My personal technician and I agreed without using specifics that the world is going to hell in a handbasket and that we all have a responsibility to complain about the ride.
Finding kindred spirits in the Verizon store was the last thing I expected. We shook hands and smiled and they told me to come back anytime. In that moment, it felt like a good idea.
And it gets better.
Two mornings later a quality control type person from Verizon called. Apparently, my 1-to-5 ranking of 2 for the first phone call prompted a response. Would I tell him what happened? Assuring him that it was what she did rather than her attitude that earned such a low rating. I gave him the abbreviated version and then went on to rave about my happy ending with the humans in the store. I gave him their names and made him promise to pass on my compliments as he was promising to use this information to help the employee do better in the future.
I have a warm and fuzzy feeling towards Verizon right now.