Verizon completely disabled all of our business lines, at no fault of ours, because of a missing document on their end. This egregious mistake on their part has cost thousands of dollars in the last 24 hours of not being able to operate, not to mention numerous people and their lives not being able to move their homes on moving day. The damage to our reputation will take some time to build that trust back.
Repeated attempts to fix the issue were met with; certain necessary departments only operating during business hours; requests for obscure documents; no alternative options nor any higher authority available after hours and addition 24 hours repair times. I'm grateful that I'm not an on-call Doctor with such a verizon problem. The issue was triggered by a low level sales rep not doing his job.
A visit to the store, I was met by Matthew Stokesbury who unfairly felt the full brunt of my frustration. The problem was corrected a few minutes before I walked into the store with an online rep, but Matthew was helpful and attentive with others minor issues.
Another manager, Michael, went out of his way to offer help when he saw the frustration. That's what great service looks like, folks.
Verizon could be a standard in excellence if they worked on their processes; mistakes that cost in many ways.