On hold with Verizon for the second time after a dropped call... the problem is not my new phone or your great employees. It's - guess what - the My Verizon Web site! This is a great example of how brand experience must remain consistent from the Web (great promo site), to the physical store (great customer service), to the product (the rockin' Droid), and then back to the Web (broken Web site for account self-service). After much research on the Android phones, I finally settled on the Droid. I've had it for 24 hours and I love it. I got great service from Steve Liermann at Verizon's Park Place Tucson store (where I set a record for number of contacts transferred). And then... I tried to register for My Verizon Business version. Big mistake.
I've completed the registration form six times (twice in Safari, four times in Firefox). The Verizon rep is experiencing the same errors. Either the form asks me to input the business contact number (already there) or the wireless number (already there). There is clearly a bug in the form since the error toggles. Plus common interface problems (fields for phone number entry) that sure do look like sheer laziness.
After an override by the rep we finally got the My Verizon account set up. Time lost: Nearly one hour.
Verizon: Your network rocks. The Droid rocks. Your employees rock. Your My Verizon registration experience does NOT rock. The little laminated card you gave me with registration instructions says, "we've got your back." Not so much! It says all I need is my phone number. Not true.
This problem could easily be solved. We at Interface Guru would be happy to help.
If this is what buying the Droid via ecommerce would have looked like, I probably would have given up. Verizon! Wake up! Love ya mean it but fix this Web site!
No comments:
Post a Comment