Verizon EVDO update

I have an answer to my question about the Verizon EVDO service here in Houston.  This morning I arrived at my office in Big Oil Co. at 6:30 am and at 6:50 I called Verizon technical support.  Despite the early morning hour in just a few minutes I was speaking with a competent tech support specialist who listened to my problem and then spent the next 10 minutes having me go through some steps to make sure I was using the latest modem firmware and Verizon software.  Once we verified that she reset everything on her end and then we tried the modem again and got the same error I have been getting for the past few days.  Based on that testing she is going to overnight a replacement v740 modem to me that hopefully I'll have tomorrow so I can get back online while on the go.  Kudos to Verizon for a very competent and pleasant support experience.

Comments

[AllanCJ]

Interesting. I'd heard a rumour that Verizon customer support left something to be desired, but that sounds impressive.

[Mike Whalen]

I did have a little trouble connecting to EVDO yesterday. It was temporary and hasn't happened since.

[Lance]

Experience with customer support from any company can be hit or miss. The experience depends on a multitude of factors including the personalities and competencies of both parties. In my opinion and based on my experience, the more personable and competent the customer, the better response he/she will get from customer support no matter the issue.

I say all that (maybe necessary or not) to say that James will probably have a good experience with customer support no matter the situation.

For the typical customer, and probably not those that read blogs like this, just the thought of calling customer support can produce negative emotions, and the experience (good or bad) will strongly depend on the customer support representative. Unfortunately and all too often, the experience for the customer is not one they want to go through again.