Customer "Service" is poor

Verizon Customer "Service" sucks. Tonight I spent an hour and 15 minutes on hold, waiting to reach a human to help with an internet "not available" (DSL) problem that went away after 30 minutes. During the wait time, I used my Verizon cell phone to call for more help. This time, I chose to speak with Sales. Not surprisingly, I was connected with a Sales Rep promptly. I told the Sales Rep that the problem is no longer the lack of internet, rather the problem is the lack of customer service.
After an hour and 15 minutes waiting for Custpmer "Service", I was connected to a human named Frank, in Texas. Unfortunately, Frank is with FIOS Tech Support. He cannot help me. How did I get here? FIOS is no available in my neighborhood. I have DSL.
Verizon verified my phone number when I first called up. Clearly they know what services I subscribe to. Yet I wait on hold for over an hour to speak with a person who cannot help me? This is abysmal Customer Service.
Don't hate the people. Frank is just doing his job, dealing with each and every call that comes in, no matter if it took one hour and fifteen minutes to reach him.
...Hmmm...maybe they could usurp some of those underworked Sales guys to answer phones for Tech Support.
...Just a thought.
When I tried to post this, I couldn't because my DSL cut out again. I'll just wait...

Hi M_Squared,
Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

Similar Messages

Why is their customer service so poor?

On June 13th I went into a Verizon store in Chicago, one that I have been to many times. The wait is always tremendous but I try to let that go since it's a downtown, loop located Chicago store. I'm adding a line to my plan. The salesperson took it upon himself to choose the $90.00 a line plan no discussion of what my needs are nothing. This is something I cannot change now. He choose to add insurance on a device that they charged me a 1.00 for, never asked me. And the worst yet he sold me a tablet that I had no idea would come with a contract and monthly line fees. The tablets were on sale for $10.00 BUT I did not realize that I would be paying a monthly fee for it or that it would come with a contract. And while everyone is always so quick to point out "you didn't look at your contract..." No you're right I didn't because in this store it literally comes up on the pad where you swipe your credit card and is part of your receipt! Who stands there and goes through a contract in that setting? Better yet what company thinks so little of their customers and the contracts that they are signing to make the contract part of the receipt?!?!?!?!?
I called customer service today to ask that the tablet be removed. Yes I want the contract and activation fee to go away. NOPE. I can pay a $70.00 restocking fee to return it since I'm within the 14 day window of time from the date of the purchase and still pay the $10.00 a month for a device I've returned or I can pay $350.00 to get out of the "contract".
After adding two lines when I thought I was adding one, my new phone bill is $365.00. The customer service agent saw nothing wrong with this or anything wrong with charging my existing line a prorated amount for my existing line for the period of the 13th-20th (my billing cycle ends on the 20th) even though the bill for my existing line had already been paid (and early I might add) when I walked through the door.
I'm not sure when cell phone sales people became used car salesmen, but I think it sucks. Now I can pay a total of $1,050.00 to get out of the 3 contracts I now have.

You still have time to return the devices without the ETF, but the restocking fee is going to stick. As you mentioned, this is all spelled out in the contract, but I get that when you are in a busy store and just trying to complete a transaction people tend to hurry along and ignore the fine print because you will have time later to read it all. The restocking fee is still far less than the ETF, so that is the route I would go for return.
Proration has three components to it:
1. Credit for the month in advance service already paid ( so if you changed plan on the 15th and the bill cycle ends on the 20th, you will have a credit for the remaining six days of the old plan)
2. Charge for the new plan from the date of change to the end of the bill cycle, and
3. Month in advance charge for the new plan for the next bill cycle.
You aren't charged for both plans for these periods of time. I try to backdate whenever possible because not doing so makes the bill harder to understand.
In this case you have to choose the lesser of the evils for you, and for me that would be paying the restocking fee and returning the tablet (you will need to do this at the store you purchased it at), and keep your receipt for the return so that the record of you returning the device won't "disappear." Do not, under any circumstances, return it to anything but the original store. Even if you now feel you don't want to use that store anymore, you still have to return it there to avoid further issues.
The contract on the tablet line should have been disclosed, and if you were unsure of the circumstances for purchase you should have asked. If it seems too good to be true, it is. I have seen paper tablets cost more than $10, so that would have raised a red flag for me. I'm not sure why you put the word contract in quotes, because it isn't a figurative contract, it is a literal one.
Finally, the fact that insurance was put on a line without your authorization is wrong, and should be removed back to the date it was put on. However, the fact that you paid $1 for the phone in question is moot. That is a contract price. So if you break the phone tomorrow, you will not be able to go get another one for $1. You will either have to submit a claim for insurance, pay full price for a replacement (typically at least $500 for smartphones), add a new line to get the $1 price and a new contract, or purchase a used phone from someplace like eBay or Swappa.
Hope it all works out for you!

Customer service issues, poor organisational syste...

Hi, I haven't previously 'done' forums but am now clutching at straws.
Phone line dodgy but able to access internet on 26 Aug, fault reported, engineer duly appeared & identified fault as being within 30 metres outside my property (site duly marked....has now washed away we've been waiting so long!). Engineer left with a promise of work to be done but a dodgy line would still be ours. No connection since that day!
Spent a week in communication with customer service outside UK.....told many 'stories' about my phone line .....only consistency was inconsistency as various 'scripts' appeared to be gone through. Frustrating +++ Felt regularly patronised (madam you do not understand) and unconvinced as to the truth of what I was being told, indeed there was often variation within a single phone call (& we made many!).
After various requests and a tweet eventually spoke to UK based customer services (Sunday 31 August) pleasant & apologetic but........be warned the various arms of the organisation do not seem to communicate well (if at all!). Customer service is driven by systems, not customer need....& make sure you ask exactly the right question......today I believed the work would be completed by 18 Sept......later in the same conversation it became apparent that BT Openreach would give another update on that date! So....no phone, no internet (have left home to find a hotspot so I can contribute this message).
So...be warned this 21st century utility is managed by a set of 20th century systems with BT Openreach being shielded from public communication (& some parts of BT too). Communication.......be afraid......it just does not happen effectively. Often pleasant people to talk to but seemingly with no clout across the organisation. Apparently we have been 'escalated' twice'....can't tell.
Going home to internet silence now!

Hi Verydisappointed,
Welcome to the community forum and thanks for posting!
Sorry it's taking so long to repair your phone line. It sounds like it's not a straightforward repair and additional work is involved to get you up and running again.
I'm happy to check what's causing the hold up from here. Click on my username and under the "about me" section of my profile you'll see the link to get in touch with us.
Thanks,
Robbie
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Fault reporting and customer service very poor.

Hi,
Long story short.....
I had infinity 2 installed in September and enjoyed speeds and I.P profile of 70-74mbps until November, since then my speeds and I.P profile has been dropping slowly until it reached 55mbps a few weeks ago.....thinking is was a problem with my equipment I replaced everything piece by piece over time (erthernet cables ,faceplate and hub from HH4 to HH5 & even my P.C) when this did not work I contacted BT at the beginning of this month to report a fault only to be told "55mbps is within acceptable limits and my online gaming would not need anywhere those speeds and no fault would be logged".........to say I was very angry was an understatement however I accepted this and continued to monitor the speeds........they still continued to drop.
I next rang BT 14th of this month and after the usual rounds of hoop jumping,questions and diagnostics a line fault was "magically" detected and a fault reluctantly reported by the staff (after pushing the issue) and a VOL number given for it......the fault report was closed yesterday, 24 hours after the fault was reported as fixed my speeds and I.P profile have dropped further (now 38mbs) giving me the impression they actually never fixed the fault and just closed it down hoping I would not notice.
Another phonecall today to the call centre and more of the same questions and diagnostics the same line fault is still being detected by them and have started another fault report with another round of "we will be monitoring the line for a few days and we will call you back"
I'm exceptionally annoyed with this level of service.....my house is less than 200 feet from the infinity cabinet and the copper overhead line goes direct to the junction box next to it, the BT DSL checker website states that even on the impacted "Range B" stats I should get 71/17 and they are don't seem that bothered that I'm getting 38/7 and for a third time want to "monitor the line"
Is this the norm for BT of the level of service towards it's customers?
If I was not locked into an 18 month contract with B.T I would have gone elsewhere by now.
Please note....
Although I have ranted thoughout this entry to the forum and I understand this is not a complaints area that B.T monitor I conducted my calls to the call centre staff with respect to them (not raising my voice or loosing my temper).....I do not believe in shooting the messengers.

Hi old-Nick,
Welcome to the community and thanks for posting!
I'm sorry for the problems you're having with your BT Infinity speed. I can help sort things out from here. Click on my username and under the "about me" section you'll see the link to get in touch with us.
Please include the link to this thread when you complete the form and whenever we've received your details we'll take it from there.
Thanks a million,
Robbie
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

The Best Customer Service EVER!

Please forgive me if I am posting this in the wrong place, but I am not a blogger, tweeter, facebook user, or otherwise online all day to know how forums and threads work.
I also don't know why there is not a simple input link or method on any of the seemingly endless links and webpages I've been to before landing here, that would allow me to just say...
"Thank You Kristin / Verizon Customer Service for the most pleasant and complete customer service assistance I have ever experienced! EVER!
I am a frequent and generally satisfied caller to Verizon customer service. I have had the full range of not so accurate to more than willing to help reps over the years, but this last call (my 3rd today actually on 3 separate issues), on a late Saturday afternoon, with forever long hold times, was exceptional. So exceptional, that I undauntedly plodded through at least 20 webpages trying to post something about it.
Your pleasant demeanor, in spite of all the complainers you must get, the extra effort you put in to checking on facts, the time you took to call our other family share lines to verify functionality, and your positive company service commitment shined through like you actually, really, enjoy helping people out.
While you did not win me over as a new customer or save a disgruntled one from leaving, you have encouraged me to more readily promote Verizon Wireless Customer Support over any other system I've had experience with in all my 50 plus years.
Thank you
[Edited to comply with Terms of Service -employee number removed but available internally]

Unfortunately, I completely disagree.
On 10/2/2011 my wife, mother-in-law, brother-in-law, and I, went to one of your stores in Western New York. We needed to take my wife off her family plan with her brother and mother for which she was primary/owner, add her to my plan, and then make her brother the new primary/owner of the plan with his mother. My wife first purchased a new phone, paid for it, and then asked if she had any remaining balance on her account with her brother and mother so that our accounts would be clean after making the ownership change. The rep said yes and then began to attempt the account changes. After two hours of trying to do this, we were informed by the store rep (receipt says Donovan) that we would need to come back the next day or call because they couldn’t complete the changes for technical reasons. The next day (10/3/11), my brother-in-law and I returned and again tried to complete the transaction in-store but to no avail. We were told we needed to call the liability department and they would handle the switching of accounts. We did this right away in the parking lot outside the store and the rep on the phone took our info and eventually said we were all set.
A week later we get a bill dated 10/3/11 in my wife’s name saying she owes $164.47. We are confused by this considering the rep at the store said she had no remaining balance. Moreover, we were told it would be a month before our new bills would come. Thinking this was a mistake we waited a couple of weeks to see if our new bills game, during which my wife and I move to Virginia. Last week I received my bill which included my wife’s number and seemed to be accurate, so we assumed her brother would soon receive his which would include his mother but not my wife. Instead, he does not receive one and Verizon’s debt collection dept. begins to call my mother-in-law repeatedly, despite the fact that she has NOTHING to do with this. Strangely, no call from Verizon was placed to my wife, brother-in-law, or me.
Yesterday (11/10/11), I call Verizon and am told my wife needs to call but that it looks like the accounts were never switched despite us being told they were. My wife calls that evening and spends two hours explaining the situation to more than 5 different people who offer zero solution. After finally reaching a supervisor Shelly in the Liability dept., we are told the only way to resolve this is for us to pay the $164.47 balance and re-do the entire account switching process because they have no record of our previous transactions. We are condescended to, basically accused of making this up (despite the fact that my wife’s number was switched to my account) and shown absolutely NO appreciation for our time and frustration. To top it off, my wife’s call is dropped while on hold with Shelly. We call back customer service and after having to explaining the entire situation again, finally reach someone who says Shelly will call us back… she never has.
Out of options, we will now have to go into a Verizon store this weekend and try yet again to resolve this problem caused entirely by the incompetence of your staff. I have never experienced customer service this poor in my life, and if not locked into numerous contracts because of our family, we would leave your company immediately. Until our contracts expire, we all will share our story with anyone who will listen whether in-person and on the internet. This incident has ruined what had been before a very enjoyable experience with Verizon.
Thanks for nothing.

Disappointing Customer Service

I am very disappointed by the level of customer service and poor attention to detail.
I sent my tablet back for a repair and when it returned, the fault was still there. I am a realist and sometimes these things happen. I called the customer service and arranged to send it back.
It was delivered on the 22nd of November, however the system still reports that it has not been delivered to Lenovo. Fine, FedEx tracking confirms it was delivered and signed for.
Lenovo customer service has no ability to deal with this issue. They take information like the tracking number, confirm that they have seem to have received it, but then say things that totally contradict themselves. I have been told 3 times that they will "escalate the issue" and that they will be personally taking ownership of the issue. I have been promised call backs at specific times, and no call back happens at all. I call them and they have no idea what is going on, and I hear the same script again. I continue to recieve emails from them stating that they will close the issue as they have not received my PC, even after I confirm with them that they have received it.
If I hear "you can check status of your repair online" one more time I think I am going to cry. I am calling you because you still claim you have not received it. If I could check the status online, I would!
I have been a Lenovo customer for years, even before they were Lenovo. No more. I have taken my money somewhere else and will in the future.
Be aware that while you will love your Lenovo, if it goes wrong prepare yourself for a experience that sours the whole thing.
I will wait for another 2 days for the new "owner of this issue" to call me back with confirmation that they have received my product, and are fixing the issue that they should have fixed the 1st time around.
I won't hold my breath, however.

Well, 3rd time lucky I hope.
Computer returned on Friday, and it's going back already. Same fault, not fixed again.
I had an email from the customer service team on tuesday last week, and despite leaving two messages and 2 emails, no response back.
I never heard from the team members that would "take ownership of the issue" nor the supervisors that they promised would phone me to discuss. It's almost as if Lenovo will say whatever they can to make you feel like they are responsible and care, but have no follow-up or substance behind the words.
Lenovo, I know sometimes things don't go to plan, but please please please fix your customer service department. They make everything worse.

Poor Customer Service

I am shocked at the level of poor customer service I get from Adobe sales reps on a consistent basis. It is as if Adobe assumes their products are without peer - so the sales team can take its customers for granted. I recently subscribed to the $19.99/month for Acrobat pro. I inquired if I wanted to upgrade to the full Creative Cloud for $49.99/month how could I upgrade. I received a wide spectrum of bizarre responses that ranged from, n you can not upgrade to you must first cancel your Acrobat subscription, pay the termination fee - and then create a new subscription for the entire Creative Cloud. Each sales rep seemed very tenuous at best and when I would inquiry further that it did not sound right - then they all would be very snarky and sarcastic. I was shocked at the level of unprofessional behavior from your sales team. It is as if Adobe does not have a culture of personal accountability when it comes to dealing with the customer.
I fine it very odd if Adobe is serious about providing CLoud Services, why it does not make the subscription model more flexible and upgradable for the customer. I am also not sure why Adobe does not make this something that a customer can simply do on their own by logging into their account. Evernote, Dropbox, Google - these are all services that allo the cusotmer to upgrade to more features and services online in a matter of seconds - as opposed to forcing customers to call in that crazy phone menu hell - then deal with snarky phone reps that sound unsure of themselves but then get upset when you ask follow up questions.

Attached is the letter I sent to correspondance, I haven't heard back from
them so I don't know if it has been addressed yet.
I was with Sprint for over 10 years, when I changed to Verizon my bill went
up, however I was willing to stick it out because the customer service was
so much better. I have been very surprised at the service I have gotten
through all of this.
I really didn't want to leave that post on the community board, but I was
not getting any help. However, today, someone was able to help me get the
Asurion claim for my sons phone. Kudos to that rep. It amazes me how I can
speak with 3-4 people, give them all the same information and EACH AND
EVERYONE of them gives me a different answer. I had spoken with probably 4
people before the one today and gave them the same information (probably
more) and not one of them resolved the problem the way this one did nor as
promptly!
Thank you for following up with me, I hope you can help me get these
matters resolved.
Tricia Godwin
On Sat, Apr 18, 2015 at 2:39 PM, Verizon Wireless Customer Support <

Is there anywhere to file a formal complaint about poor customer service in billing?

I would prefer a physical address or email address but I can voice it out on Twitter if preferred. I have had Verizon for FIFTEEN years. Non stop. 15 loyal years. Plus we have Fios and have had that for 4 years. I give Verizon a considerable chunk of my money. That being said, when we switched our bank accounts a few months back I made a mistake and picked the wrong account for our payment on the online payment system for Verizon. In fact I did it 2x. Which caused the payment to decline because we don't use that bank. I was rushed and made a mistake. Due to this I now have to get out cash and go into a Verizon Store and pay. This is craziness. And yes I am aware I can also call and dole out my credit card number to you over the phone. While that seems like a safe thing to do...... I prefer not to. Also I travel internationally for work which makes the call and the going to a store even more difficult. So as any reasonable person I call Verizon Customer Service thinking there must be some fix to this after all I have been with them so long. Well the first person admitted to me it could be overridden and transferred me to his supervisor who just outright refused. So there is your answer, Verizon does not care about loyalty or the 15 years of current payments. I want this addressed further and want to file a complaint. I also will leave Verizon the first chance I get, cell and cable. Amazing that a business can thrive with such poor customer service. Other companies I patronize recognize loyalty and reward it. Not Verizon. Lesson learned. I will be sure to spread this word far and wide. This could have been a simple resolution costing nothing for Verizon.

click here and scroll toward the bottom:
Contact Us | Verizon Wireless
You also could file a Notice of Dispute:
http://www.verizonwireless.com/support/pdf/Notice_of_Dispute.pdf

Poor follow up from Customer Service

Customer Service has very poor follow up. Multiple times I have called with phone not properly working and the initial person was not able to help. After an hour of being on the phone with him he said he would have to have someone else call me back. About 6 months later I called back and this time I waited until they could get me to the right person, but it took another hour plus, however, this time they helped.
The thing that brings me to this comment however is the fact that I called last month when I noticed my usage was going over and tried to get them to up my usage plan. The customer service lady said that because the billing cycle was closed they could not. I know they have done this before and why I went over my minutes when within the prior year I did not even come close baffled me. We discussed the issue with no resolution and finally I just hung up on her. She called right back and said that she emailed her supervisory and that her supervisor will be getting back with me. Yep, you guessed it, no follow up from supervisor. Bill went through, I paid a ridiculous amount for overage and have become a very dissatisfied Verizon customer. Trapped now that I have new phone, but in 2 years I will be gone from Verizon after being with them for over 10+ years. Guess sometimes the little guys get lost. Good luck all!

The message you sent requires that you verify that you
are a real live human being and not a spam source.
To complete this verification, simply reply to this message and leave
the subject line intact or click the link below:
http://www.utahhomecare.com/cgi-sys/bxd.cgi?a=[email protected]&id=zMWNEPr6ZygeAloum6N3i-1345062048//www.utahhomecare.com/cgi-sys/bxd.cgi?a=[email protected]&id=zMWNEPr6ZygeAloum6N3i-1345062048
The headers of the message sent from your address are shown below:
From [email protected] Wed Aug 15 15:20:48 2012
Received: from mail.sgaur.hosted.jivesoftware.com (209.46.39.252:3527 helo=mx-out5.sgvm2hosted.jiveland.com)
     by alexandria89.etcserver.com with esmtps (TLSv1:AES256-SHA:256)
     (Exim 4.77)
     (envelope-from <[email protected]>)
     id 1T1k4v-0003Ez-3r
     for [email protected]; Wed, 15 Aug 2012 15:20:48 -0500
Received: from verizonwireless-wa03.sgvm2hosted.jiveland.com (unknown 10.122.0.4)
     by mx-out5.sgvm2hosted.jiveland.com (Postfix) with ESMTP id 70448D01D8
     for <[email protected]>; Wed, 15 Aug 2012 14:20:32 -0600 (MDT)
Date: Wed, 15 Aug 2012 14:20:31 -0600

Poor Managment / Customer Service Complaint

After recently purchasing a high end car stereo / GPS unit from the store located in the highlands (Store 167) and having spent the time and extra money to have the unit installed.
Having to returning due to issues with the unit not working to find that the manager of the store felt it was ok to shut down the installation department and give everyone the day off.
Granted this is friday the 4th of July but on a heavily advertised sales event day and potential increased revenues with a large portion of the general public either off or getting off early lnowingly making a decision to cost your store, company and brand sales and on top of that present themselves with a high school attitude to justify poor decisoin making skills it beyond comprehention. Having a department with only two employees knowing one was on vacation to make a decision to close the doors on a holiday weekend to be best buy buddies with his staff over customer service and sales is unjustifyable by any means. Offering to show me the installers schedule he had written was to say the least a poor move being that as a customer and have expectations at the least of a person chosen to be a manager is high school at best.
In this day and age where competition is key and standing out as a brand allowing a manager to knowingly loose revenue for a store is not a manager I or the company I work for would even consider having as an employee. I was recomended to this particular store by a personal friend as well as another employee of Best Buy to be greeted by this type of service and reaction of a member of managment is reprehensable. Not even offering to or being bothered to break up his group of buddies to find out how he could be of assistance or find a resolution acting as though I the customer was inconviencing him and intereupting when approached.
Knowing that Best Buy itself has suffered in customer service in the eyes of most having managment adding to the problem and costing the company not only sales but customers who would return to make future purchases will lead to the backlash from the public that shuttered even the best of corparations.

Good afternoon roger404,
Welcome to the forum. I want to first thank you for choosing Best Buy to purchase and install your car stereo and GPS system. I know it is no small investment, and I would be very frustrated if it starting having issues just after 4 months of having purchased it. I can understand your surprise, and disappointment when you arrived at the Highlands store to have it repaired, and was told the installation department was closed for the day. It sounds like the manager was not very sympathetic to the issues you are having, and I sincerely apologize for this aggravating experience.
As it was mentioned previously here, there might not have been any appointments scheduled for the day, which could've been why it was closed. For future reference, to avoid any frustrations, I recommend contacting the store beforehand to make sure someone is available, and they are expecting you.That being said, there is no excuse for any of our employees, including the manager, to be rude and offer you a poor customer service experience. I appreciate it very much that you took the time to post your feedback, and I assure you I will be documenting your comments for further training opportunities.
Again, I apologize for any inconvenience this may have caused. I'm sure once it is open again, they will be happy to assist you, otherwise please let me know if I can be of further assistance.
Sincerely,
Maria|Social Media Specialist | Best Buy® Corporate
Private Message

**bleep** Poor Customer Service

I was with Verizon for 12 months and would have continued service for at least another year if my current location had Verizon access; however, after trying to deal with a finance issue that involved Verizon creating some sort of phantom account that had my one internet account divided into two individual accounts at close-out (a phone, of which I never had, and internet account, the one account I was only responsible for) I am convinced that I will never acquire their service again.
Out of the 12 people that I spoke to, only 2 were even remotely respectful and concerned that my account was reported to collections for an amount that I was actully owed by Verizon on the account that I paid for 12 months and then owed the same amount to another phantom account that I never aware of. Unfortunately those two were only able to transfer me to {please keep your posts courteous} who seemed upset with me for pointing out an error that Verizon made on my account.
It was even more sickening when I called the collection company to submit a formal dispute and found out (via undisclosed, but probably recorded, customer service) that when this has happened in the past Verizon took a certain course action to remedy it... This has happened before?!?! Why would a company continue to make the same error and risk the credit report of the customers that it supposedly values?
I quit a job because I thought it begged a lot of questions about my integrity. While I understand that the economy is tough, I question the integrity and social value of all of the less-than-helpful customer service people that addressed me over the phone and the company as a whole.
What I have experienced over the past two days is a complete disregard for paying customers, and what I am sure is customers overall. I no longer have any regard for Verizon and the people it chooses to represent them, although I cannot speak on VerizonWireless.
Let's not even start on the hoops and other digital malarkey I had to endure just to speak to a real person-- ironically, people who were just as useless. Verizon, you may be able to cultivate new customers via your deals and targeted marketing efforts, but you might want to work on actual stewardship that doesn't fall on the shoulders of your CSR department (another marketing ploy).

I HAVE BEEN ON HOLD FOR 39.29 WITH "SUPPORT" THIS IS THE WORST TECH SUPPORT ON THE PLANET!!!! HOW CAN A CORP AS LARGE AS THIS HAVE SUCH P*** POOR COMMUNICATION WITH THEIR CUSTOMERS?? IT IS NOW 42 MINUTES! I AM TOTALLY FRUSTRATED WITH THIS CRAP. i AM GOING BACK TO COX.

Unacceptable - Poor Customer Service - Liars - Crooks

Seems like I'm not alone with reading all these issues.
From a corporate standpoint, Verizon wireless' customer service is extremely poor! The cheapest excuse is that someone will call you and that your credits will be applied when no one follows through.
I had a bill for over 1G. An amount that I had never received while in any phone service - let alone anywhere else. Apparently after speaking with more than 20 representatives, my plan was screwed up when it was changed over. No kidding?!?! On top of that, I was charged a $599.99 phone replacement fee over a phone that "I thought" was returned and taken care of 2 months ago. So I thought...
Previously I had a Droid Razr Maxx, which was garbage! I returned a brand new phone for a used one over 7 times. You would think that as much as Verizon robs of you, you would receive a brand new phone when having issues. Wrong! They greed of money only offers you used phones and they have the nerve to convince you that they are not. After the 7th time of replacing the phone - I had gone personally to the Verizon store and expressed to them my dilemma. The representative who assisted me suggested that I call Verizon and request a different brand. I did as suggested as soon as I arrived home that same day and I was sent the Samsung SIII. At this point, I had told the representative to cancel my order for the replacement of the Droid since they were sending me the Samsung. Two months later, I'm still fighting a $599.99 charge over something that I thought was taken care of. You would think that after 7 times, this would be second nature to me in knowing exactly what I need to do with replacement phones. Besides this, they are asking for verification over something that was done and settled with...so I thought.
The following is the calling log I have gathered thus far. Not to include the calls I previously made prior to the 12th:
3-12-13 – Cory Representative stated my phone plan would sum up to $126.20. Two supervisors verified the information was correct and credits should be applied. Still waiting...
3-16-13 – Zack Representative. Credits pending.
3-19-13 – Rodriguez Representative stated credits pending, requested and transferred to a supervisor.
3-19-13 Supervisor – Ebony (Washington State) ***$599.99 credit to be applied*** Ebony stated that because of company protocol, she could not process a credit for more than $600 and that it would take a couple of days for the credit to be applied to my account. She ensured me that she would return my call personally and that once the credit is processed, my account should amount to $124.00 as promised by the previous rep. Since then, I have not received a call from Ebony.
Throughout the week, I kept receiving messages from Verizon in regards to interruption of service till the Friday, March 22nd where I received a voicemail stating they would disconnect my service if a payment was made.
3-22-13 Spoke to Dorothy representative who gave me a number of a supervisor named Marcy and apparently gave me her direct number at 585-XXX-XXXX. Since then I have called this number and I've received nothing but voicemail as if the phone is shut off and never turned on. If you ask me, I was fooled again into a bogus number.
3-24-13 Voicemail to Marcy
3-25-13 Voicemail to Marcy
3-25-13 Spoke to yet another supervisors who I had re-explain my story and to no avail was useless.
3-25-13 Spoke to Michael representative – stated that Ebony tried calling me 1:50pm on March 25, 2013. I find that hard to believe when there was no message or phone call recorded. No surprised! Michael ensured me that Ebony would try again the following day, March 26 at 1:00pm.
3-26-13 Spoke to another representative who transferred me to the fraudulent department who again, was useless and had the nerve to tell me that I shouldn't of waited 2 months to take care of the situation. I'm sorry, did he not look at my records of calling several times since the charges were posted. I'm sorry, this reflects the poor customer service of a company that cannot get there act together and resolve their discrepancies to rob customers. I don't understand how promises are constantly made that are not fulfilled, incorrect information is given and supervisors have no clue of what their responsibilities or authorities are.
3-26 – Spoke to yet another representative; Michele who stated Ebony would follow up at 11pm. What company contacts their customers in the wee hours of the night? Then she changed the information and that it would be by 9pm. Then she stated that she couldn't promise me that she would call. On top of that, I'm not sure if I should hold my breath since anyone who claims they'll call or follow up with an email on the credits does not follow thru. In addition, they have no idea who the people are - they can't give out information and they themselves cannot contact them. POOR CUSTOMER SERVICE!!!
<Post edited to remove the phone number per the Verizon Wireless Terms of Service.>
Message was edited by: Verizon Moderator

You spoke to Ebony in Washington, the 585 area code is in upstate NY...when you call customer service you get connected to whatever agent is available to take your call in whatever call center across the country. The agents and supervisors don't know each other and they probably are not actual Verizon Wireless employees but work for competing call center companies which staff hundreds of people rotating shifts throughout the day. My advice, quit waiting or expecting a call back from this one person. For all you know Ebony took a job at the AT&T store as a manager and you will never hear from her again.
If you are waiting for credit wait until you get your bill and see if credit has been applied to that. Log into you account online. I understand that you are trying to get a problem resolved but you've got to just block off some time and call customer service. Stay on the line with the agent you are connected to initially and don't ask for anyone else or to speak with a supervisor right away. If they have to put you on hold let them but do not ask them to call you back or as for someone else to call you back. Honestly, I would never buy it if they said they would personally return my call.

Extraordinarily poor customer service & two weeks to replace a settop box???

Can Verizon explain the huge decrease in your customer service over the past several months? After being a Verizon customer for nearly 20 years, we are in the process of looking for an alternate service provider after spending a week with your customer service representatives trying to obtain a replacement settop box Model 6200.
After six hours of phone calls and a week of waiting, we now have a stack of three boxes sitting outside. The original that no longer powers up, the wrong unit that is obviously refurbished with huge scratches and grime all over it, and a new 7100.
The best thing Verizon seems to be able to do now is send a technician in another week with a 6200 on the truck. Obviously, our confidence in this is not very high.
During the process of calling in to Verizon every day this week, I have had the horrible experience of talking to your automated attendant who specifies that she/it has updates on my FIOS installation. When I follow the prompts to obtain more information, I hold for several minutes. Twice this week, your computers were down, so the reps simply hung up and said to call back.
Several of your customer service representatives were extremely nice and helpful but the bottomline is that after a week, I still don't have the correct piece of equipment. I also have your automated system telling me that I have two appointments in two weeks to send out technicians to install FIOS on one day and PHONE on another day. No one at Verizon can respond when I ask them what this is about.
Management seems to be non-existant or non-caring, and I'm not sure which is worse. Verizon representatives made the following statements that make it appear that Verizon has taken purposeful steps to make escalations of service problems by a customer impossible.
1. Supervisors cannot be reached by customers. They will call you back within 24-48 hours.
2. There is no headquarters phone number is not made available to customers because no one at Verizon executive offices will speak to a customer. This is a direct quote.
3. The headquarters telephone number listed by Verizon in any public forum is a voicemail box. (REALLY?????)
4. The legal/compliance number provided on your website forwards to customer service representatives who tell customers that they will look up the number on the same website that customers can. Which then transfers to the same customer service rep.
Verizon has made it apparent that customer that are treated poorly by the company are not taken seriously and that you will simply ask for "one more chance" to make it right in another three to five days and take the customers time for granted.
Amazingly, I can get through to pay a bill or order a new service in five minutes!

That's one of the very reasons why I don't call 1-800-VERIZON unless I really have to because I too have been there with the runaround where it wastes so much time and nobody seems to know what they're doing but I've had other experiences with that call line which worked out better. Either way, I blame management. It's very disorganized and sometimes it's like asking for the impossible when you're making a very basic and reasonable request for something. My only other alternative available in my area is Comcast which wouldn't be very much different from what I have seen.
I haven't done this myself but as someone else here suggested, you might accomplish a lot more by exchanging your STB at a Verizon Fios TV store but please be sure to call first before venturing out. I know other people here have gotten this sort of problem resolved a lot quicker that way.
Here is the website for finding your nearest store. It might be worth the time even if you have to go a little out of your way. I often prefer to speak to someone in person:
https://www22.verizon.com/ResidentialHelp/FiOSTV/General+Support/Account+Issues/QuestionsOne/84843.h...
Good luck!

Poor, Poor, Poor Customer Service

December 18, 2012
Lowell C. McAdam
{edited for privacy}
Annual Account Value: Approximately $6,000.00 annually
Dear Mr. McAdam:
I am a Verizon FIOS customer with a bundle (landline, wireless, cable, Internet) who has been with your organization for almost 10 years who is writing to let you know of my extreme dissatisfaction with your Verizon customer service (or lack of it), which seems to have deteriorated beyond repair. I will try to keep this brief and to the point, but I have had unresolved phone issues for almost a year now that no one in your organization can fix.
1)    The first landline number I received from you all was the end recipient on a “robo-call” list where I would receive hundreds of phone calls a day, even though I immediately signed up for the “Do Not Call” list upon receipt of the number. It was obviously a bad number that needed to be removed from your system. After a very long time (months or even a year), I switched numbers after much time unsuccessfully spent researching and trying to fix this problem.
2)    On the second landline number that we implemented, which we had for almost a year, someone had hijacked our home phone line (perhaps a hacker, no one knows) and was using it to dial callers in our local Tampa area market. Needless to say, we received many threatening and obscene phone calls in return (when they hit re-dial), which we have documented. We have spent countless hours each week with various customer service representatives (and various other individuals when the call was escalated) providing them with the Caller ID information and the Caller ID name trying to resolve the issue. Over time, I probably spoke with 10 or so different individuals on this issue, none of whom seemed to know how to fix the problem.
There was one representative who said a network engineer would put a “digital bug” in our FIOS box to find out who was performing this fraudulent activity so that we could correct the issue. When nothing happened, no communications, nothing, I called back and yet another customer service rep assured he was escalating this issue to the “War Room” and they would fix the issue so I did not have to change my number again. He promised the issue would be resolved in no more than 5 days, or at the very least, some form of communication would occur. This was weeks ago and I never heard from him or anyone else in your organization with any form of follow-up.
3)    After months and months of trying to resolve this issue, finally, in defeat, I requested a phone number change after learning it is virtually impossible and cost-prohibitive to “unbundle” the services (which I am pretty sure is illegal). Both this number and my old number have a “disconnected” message on them when dialed now.
4)    Now I am with Verizon’s “Order Escalation” team to execute a simple phone number change. I requested the phone number to be changed on Friday of last week and it is Tuesday and the number still DOES NOT work. I am currently with your “Order Escalation Team” to fix what should have been a 24-hour-turnaround.
5)    After all this, one might expect a fair discount to their account, but I have never been given one or offered one, even when I ask.
We spend more than $6,000.00 with you annually. This may not amount to a lot to you in the scheme of things, but I would hope you will care enough to rectify these issues so that we do not have to change carriers, or worse, look into possible legal options. I am sure you probably do not care and you say to yourself, “So what? This is only one customer,” but if you go online, you will see what legions of customers are saying. You might be the “big dog” now, but when you falter, and all companies with this low degree of customer service do, just remember that giants fall hardest of all.

Fellow subscriber,
As I understand your post... you have issues with 2 different phone numbers.
1. Line 1, You got lots of calls that weren't for you.
2. Line 2, A robo-dialer is faking your number on caller-id when it dials out.
While I understand your frustration with this situation, I also understand why you weren't getting the help you wanted from Verizon. Having been in the phone industry since I was young and skinny (Mid 80's); I can confidently inform you that other than offering a new number, neither Verizon nor any other phone company can fix these issues, both caused entirely by a 3rd party.
You cited poor customer service... what did you expect from your phone company to do about the 3rd parties abusing your phone number?

Poor Customer Service, Phones, and Edge

Hello.
I just wanted to make another official complaint about Verizon Wireless customer service.
I have been using a phone that i received from Verizon as a warranty replacement that was suppose to be "Like New". This was the last of many phones that i was given that where "Like New" but broken when i received it. And even this one was suffering from problems, like a poor quality camera that tints everything rose in color, and a faulty proximity sensor. I ended up keeping this one b/c i was so frustrated with setting up each phone after i received it, then having to return it again. I figure i could bit my tongue and wait a few more months to upgrade completely to a new phone.
Normally after a year with a phone, I would pay the annual upgrade fee and get a brand new phone that would last me about a year before it broke and I could use the annual upgrade to a new one. This system worked out PERFECT for me, but Verizon policy makers decided to get rid of that awesome option.   Then they took away the early upgrade that allowed me to get a new phone a few months before my contract expired. Without any warning. I understand it was a courtesy and they didn't have to tell customers. But it was still something i was looking forward to since my phone and all the replacements from Verizon where broken. And I feel that they could have honored that option until I signed a new contract.
So after all my normal options to upgrade my broken phone (other then buying a full price phone) had been removed by Verizon, I received an email that i could upgrade to the Edge plan and get a new phone early.
Great! but my previous research into edge looked like a terrible financial deal for customers. The idea of paying the full price of a phone over a 2 year period while receiving no discount to the service plan (that includes a premium to subsidize a phone over 2 years) is like paying for a phone twice! What kind of deal/plan is that? Again, the policy makers are making things worse for their customers.
I did notice later, after initially ignoring the Edge offer, that Verizon was now giving a discount on the service plan to Edge users. Even tho i don't think a 10$ discount completely makes up the premium Verizon added into the plan for the subsidized phone it was enough for me to consider making the change. As this is the only way for me to receive a new phone every year at about the point the life of the phone has reached its limits.So today I walked into an Verizon Wireless store to take advantage of the offer to upgrade to Verizon Edge. After waiting 20 minutes to be helped I left almost immediately after talking to a Verizon employee.
He told me that i would have to turn in my current phone!   That is absurd. My contract ends in 2 weeks. I have paid 2 years worth of subsidized payments. I have paid for my phone. I should not have to turn it in when beginning a new contract/plan. And again, the policy makers at Verizon find a fun new way to not care about their longtime customers.
Unfortunately there are still a few things I like at Verizon; like the quality of their cell service and network speed. I'm sure i'll run into problems with another wireless provider, but I'm getting closer and closer to trying out a new company and hoping the evil I don't know is a little better then the evil i do know.
There is no need to respond to this email especially with the typical 'Verizon scripted sympathy.' I just felt the need to voice my opinion and hope that someone that can effect policy and cares for making their customers happy will see this and make an effort to turn things around at Verizon.
Thank you for taking the time to read this and forwarding it up the chain of command.
Adam
P.S. Where have the emails to Verizon Customer Service gone? I would rather send this email directly to a Verizon, instead of hoping someone from Verizon sees this message...
Private info removed as required by the Terms of Service.
Message was edited by: Admin Moderator

    AdamPetrasek,
I am sorry you feel this way about out customer service. We want to leave you a good taste in your mouth after every experience. The Edge is a great offer for those, such as myself, that like to keep up to date with the latest and greatest devices. I know the thought of turning in your previous device can be troublesome but it does provide you with the opportunity to take advantage of our great Edge program. I see you mentioned the $10 discount towards the plan if you participate in our Edge program. There is also an option to receive a $20 discount towards our More Everything plan if you have 10GB or higher. If you have any concerns or questions regarding the Edge program we would be happy to further assist you.
LindseyT_VZW
Follow us on Twitter @VZWSupport

Customer "Service" is poor

Similar Messages

Maybe you are looking for