Dori Monson is a longtime, loyal Verizon Wireless customer who figures he spends upwards of $4,000 a year on wireless service for himself and his family. Several months ago, he cancelled a cellular data line for a tablet he wasn’t using anymore. Or at least he thought he cancelled it. Recently, he looked at his bill, and there was a surprise: the $48 charge had magically returned.
Monson, who hosts an entertaining afternoon news-talk show at our broadcast partner KIRO Radio, took a break from his usual rants against Mayor Ed Murray on Tuesday and spent a significant portion of his show ranting about Verizon Wireless instead — no mean feat on a day when Murray had spent more than $100,000 in taxpayer money to paint rainbow crosswalks in Capitol Hill. (Monson, for the record, is not on board with spending money on rainbow crosswalks, vs. other initiatives like police body cams.)
Even if you’re not a fan of the talk-radio style, it’s hard not to empathize with him as he recounts his unsuccessful attempts to get the charge reversed over the course of a 30-minute call. A Verizon supervisor ultimately informs him that she will be “releasing the call” and hangs up, after he told them he would be recording the conversation for his records, and to keep them accountable.
On the show, Monson does a re-enactment of the call, using the voice of an “actress” to play the role of the customer service rep, along with his actual recorded voice from the call.
This came after he had an incredible customer service experience with Amazon. The online retailer let him send back his Google Chromebook (he wasn’t a fan) for a refund long after the normal returns period.
“Amazon treated me like a king, and Verizon is, in my view, treating me like garbage,” he said.
Here’s the incredible thing: Despite his epic frustration, Monson doesn’t plan to consider switching wireless carriers. Too much hassle, he says. Which is probably a commentary on the industry, as well.
Here’s the third hour of the show, which wraps it all up and includes the re-enactment. Enjoy.