Good customer service from a wireless company?

I know it’s hard to believe. I never thought it would happen in my lifetime. But I’m happy to report that one such incident of good customer support took place this week.

After purchasing a barely used Motorola Q from Craigslist, I wanted to move my Palm 650 to Kim’s phone number and activate the Q under my current number. I was able to move the Palm to Kim’s number without a hitch from the Verizon website. But when I tried to activate the Q, the site told me I needed to call customer support.

I was surprised to hear a CSR’s voice at 11:30 pm but I was still skeptical. I explained the problem I was having with activation and this women listened to my problem and then said she could help me. She took some information from me and said that my phone activation would switch over at midnight. I asked her to also add the unlimited data plan to my service. The computer wouldn’t allow her to do this until the phone was activated. She said she’d write a reminder to herself to check my account in the morning and would back-date my service in case I ran up any data charges before that time.

I was still very skeptical after the hassle Sprint gave me for many years. Making any changes to my Sprint account was downright painful. So I waited a couple of days and called back to speak with another Verizon CSR. I was shocked to hear that notes had been attached to my account detailing my problem and request for the data plan. Wow, someone took the time to write notes so I didn’t have rehash my issue? No way. I was also told that my data plan had been back-dated to the day I called in to place the order.

I thought I was dreaming. Good service from a wireless company? Kudos to Verizon for fixing the problem and for doing what you told me you’d do. That’s a rarity in your industry.