Comments on: Winback Wars: The Politics of Customer Retention

By: adfadfsdf

adfadfsdf — Thu, 04 Sep 2008 17:39:00 +0000

Thank you for taking the time to post your experience. We have been with One Communications and have experienced the same bounce from one person to another....and then no call backs.

The Winback team recently solicited our business and they too avoid the direct question about whether they are or are not Verizon. I asked who their paychecks are signed by and THEY ARE NOT SIGNED BY VERIZON. This whole competition really stinks for the little guy who just wants reliable phone service for their business to operate---and at a reasonable price!

By: adfadfsdf

adfadfsdf — Thu, 04 Sep 2008 13:39:00 +0000

By: Dennis Murphy

Dennis Murphy — Wed, 27 Feb 2008 15:39:28 +0000

I received a phone call from Verizon Win Back Division (877 887-6078) soliciting my return to Verizon. I had my business line with MCI and my 2 toll free numbers with AT&T. I told the agent (Travis) that I had tried to switch before to Verizon but had been told that voicemail was not available in my area through Verizon. Travis told me that it was now available. I asked to have that verified with a supervisor. He connected me to Ann Luckas who stated that I could definitely have voicemail with Verizon. I agreed to bring all my lines to Verizon. On Friday, 2/22/08 I discovered that my voicemail was no longer working. I called Verizon Win Back Division and they said that there must have been some mix up and to just call 518 890-6464 and they would instruct me as to how to set up the voicemail. I called that number and they said that the agent should have instructed me how to set up the voicemail but they’d help me. After a few minutes they came back and told me that I don’t have voicemail on the account. I called back the Verizon Win Back Division and they told me that was totally incorrect that I definitely had the voicemail package and to give Verizon the Order # C2BM7735, VOM case #VG20080208002345. When I called 518-890-6464 and gave them all those numbers they told me that I do not have voicemail and that voicemail is not available in my area and there was nothing they could do about it. I called back Verizon Win Back Division and spoke to another supervisor (Ryan). He told me that he would look into it and get back to me either way by the end of that day. I did not hear from him. I called late in the afternoon and left a message for him. I also called and left a message for Travis and Ann Luckas. Monday, 2/25/08 I called several times again with no response. I must have called Verizon Win Back Division 30 times that day never receiving any response other than a recording telling me “they were experiencing a high level of calls” and to leave a message and they would call back. They never called. I’m just a small businessman who really cannot afford to spend hours on the phone trying to get Verizon to fulfill promises. One Verizon office tells me that the other office is just an authorized agent and really isn’t Verizon. Yet when I call that office the phone is answered as “Verizon Win Back Division”. As far as I’m concerned, I’m dealing with Verizon and shouldn’t be put in a position that I have to qualify Verizon divisions as to whether they are empowered to make commitments to service or not.

By: Dennis Murphy

Dennis Murphy — Wed, 27 Feb 2008 15:39:28 +0000

I received a phone call from Verizon Win Back Division (877 887-6078) soliciting my return to Verizon. I had my business line with MCI and my 2 toll free numbers with AT&T.;
I told the agent (Travis) that I had tried to switch before to Verizon but had been told that voicemail was not available in my area through Verizon. Travis told me that it was now available. I asked to have that verified with a supervisor. He connected me to Ann Luckas who stated that I could definitely have voicemail with Verizon. I agreed to bring all my lines to Verizon.
On Friday, 2/22/08 I discovered that my voicemail was no longer working. I called Verizon Win Back Division and they said that there must have been some mix up and to just call 518 890-6464 and they would instruct me as to how to set up the voicemail.
I called that number and they said that the agent should have instructed me how to set up the voicemail but they’d help me. After a few minutes they came back and told me that I don’t have voicemail on the account.
I called back the Verizon Win Back Division and they told me that was totally incorrect that I definitely had the voicemail package and to give Verizon the Order # C2BM7735, VOM case #VG20080208002345.
When I called 518-890-6464 and gave them all those numbers they told me that I do not have voicemail and that voicemail is not available in my area and there was nothing they could do about it.
I called back Verizon Win Back Division and spoke to another supervisor (Ryan). He told me that he would look into it and get back to me either way by the end of that day. I did not hear from him. I called late in the afternoon and left a message for him. I also called and left a message for Travis and Ann Luckas.
Monday, 2/25/08 I called several times again with no response. I must have called Verizon Win Back Division 30 times that day never receiving any response other than a recording telling me “they were experiencing a high level of calls” and to leave a message and they would call back. They never called.
I’m just a small businessman who really cannot afford to spend hours on the phone trying to get Verizon to fulfill promises. One Verizon office tells me that the other office is just an authorized agent and really isn’t Verizon. Yet when I call that office the phone is answered as “Verizon Win Back Division”. As far as I’m concerned, I’m dealing with Verizon and shouldn’t be put in a position that I have to qualify Verizon divisions as to whether they are empowered to make commitments to service or not.