Marc Messina sent a message to Lowell McAdam that said:
Hello Mr. Vestberg,
I am writing to share a recent months-long experience as you state you care about customer service on your LinkedIn page. I have been a loyal customer for over 20 years. Recently, our internet service at home has no longer proven a successful tool in the new work-from-home environment. We have had several terrible customer service experiences with Verizon employees trying to upgrade our internet speed, including an intoxicated employee in our home to run new ether net wires. We were told a supervisor would follow up and then received an automated call with a series of questions/prompts. We do not even know if this information was shared with a manager. No one has contacted us to reschedule and we are considering leaving Verizon. Much training needs to occur in your company to ensure the humans you are serving are responded to humanly. It has been disappointing to have been treated so poorly by a company we have been loyal to due to excellent service in the past, even when other service providers have had deals we never considered. Thank you for listening.
