Wednesday, December 14, 2011

Quality Verizon Wireless Technical Support

Still kind of chapped at VZW. I'd done the OTA update of my phone to get the device and SD card encryption that was listed in the update's feature list ( Yet, when I looked through my phone, I couldn't find a method for enabling the encryption.

Initially, I opened a support case with VZW via the web portal. They took forever to get back to me, then, when they finally did, the instructions they gave me were wrong. When I pointed out that they were wrong, they eventually responded that I needed to call in and speak to a support rep to walk me through the procedure.

I then called in. The first-line support rep didn't know what I was talking about, so, she called one of her "back line" support folks. She was apparently informed that the encryption was automatic. Seemed unlikely. Seemed more likely they were just trying to get me off the phone.

A few days later, I decided to try sending a Tweet to VZW's twitter-based support account. We went back and forth. Finally, they asked where I saw that this feature was even available. I sent them the link at the Verizon site (quoted previously). After that, their Twitter team stopped responding to me.

I can only surmise that Verizon's official company policy on support is to stop providing support as soon as someone has a question they don't know the answer to. Awesome, guys. That's a really great support model.

Even better: since doing the stupid OTA upgrade to get this feature that no one at VZW seems to know how to activate, my device's GPS and LTE antennae have become flaky.

Good work, Verizon Wireless. And, a hearty "fuck you" for your shoddy efforts.

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