For a few minutes, there was a post here on the blog complaining about Verizon Wireless customer service difficulties. Then my Tweet was responded to by Verizon customer service, so I took the post down – I reclassified the post from “posted” to “pending” – while I exchanged private messages on Twitter with Verizon’s customer service account. Very quickly and courteously, my problem was completely and satisfactorily resolved.
So the initial post detailing Verizon Wireless’ failings has been replaced with this post. When in-person customer service makes a mistake and over-the-phone customer services claims an inability to fix it, indeed, monitoring social media and responding quickly is a brand’s last line of defense. Tonight, Verizon Wireless’ last line of defense was up to the task.