Verizon Wireless apologizes to Dori for ‘not living up to our own standards’

Verizon Wireless admitted to KIRO Radio’s Dori Monson that the company didn’t give the show host the best customer service.

“We didn’t live up to our own standards,” spokesperson Scott Charlston told Dori. “I was shaking my head from side to side.

Related: Dori Monson, Verizon in dispute over charges

“We have really high standards…”

The on-air apology followed an encounter Dori had over the phone while trying to cancel an air card for a tablet he no longer uses.

Dori was hung up on after spending about 30 minutes on the phone with a representative because he was recording the call.

He wanted to know if the representatives have been trained to out-last customers to the point of frustration. That way the company doesn’t have to remove disputable charges.

“I would disagree with that,” Charlston said.

However, the Verizon spokesperson did say the charges in dispute should have been removed right away. It comes down to the company suspending a service, instead of cancelling it, like Dori asked.

“You asked for one thing, we gave you something else,” Charlston said.