Why do you limit Customer Service?

I 46 year old and have work for many different companies.  The one thing that has always bothered me is the way a company say let's have great customer service but, do very little about  backing up that claim. 
With Verizon for example.  Recently I made some mistakes in my family budget and didn't pay my Verizon bill on time.  My service was cut off for lack of payment.  So, as soon as I got the money I got online and paid the bill.  I get paid on Fridays like a lot of people.  So my payment went in Friday night.  The payment screen told me I had to wait up to 4 hours to have my service restored.
This is problem number one.  Of course my service was Not restored in the 4 hours.  Keep in mind Verizon's payment screen said 4 hours.  Why did Verizon live up to what was said???   Bad customer service!!!!  Not living up to what was promised.  Do I really have to make the point that a company show deliver promises no matter the situation.  Come on this is a multimillion dollar, fortune 500 company.
To further this problem,  I call Verizon about noon the next day, It Saturday  now.  I get a very nice customer service agent, who tried to help best she could, answered all my questions.  But it turns out , Verizon has setup the customer service software in a way which limits her ability related to billing.  She can see I made the payment but can't tell me when it will post to my account.  Only the billing department can handle those issues and  you guest it Billing is closed  on the weekend. 
I told her I know it Not your fault but think of this the Super Bowl is coming up soon and I believe a lot of people are going to have this issue.  Why would Verizon setup a system which limits customer service? Super bowl weekend people who have pay their bill will be scream at you because of an issue you can do nothing about.   I would again call this bad Customer Service.  No wonder nobody is loyal to a company.  Even good companies like Verizon and huge holes in their Customer Service Planning.  I wish I could have a job just looking over these types of issues and fixing customer service.  Because it seems no one is do this job for Verizon.

I agree with you.  I'm guessing that if it takes 48 business hours for the payment to post to your account, that's when everything will be up and running afor you again because now the trend is toward automation?  And why promise a 4 hour turn around if that's not going to be done?  That's malarkey.  And mind you, I have had my share of CSRs who don't know what they're doing and who can be outright rude but I don't blame most of them for these problems because like you said, it sounds like these programs that these CSRs are given don't allow them much to work with and that's unfortunate.  There are definitely many CSRs with Verizon who really are trying and doing the best they can with what they have.  Personally, I blame management for the problem.  It's poorly managed and if the CSRs aren't given the proper tools to deliver proper customer service, the end result is going to stink with so much lack of communication and I'm sure the CSRs so often have to bear the brunt of so many complaints.
And personally, I feel that any CSR in that position should have the ability to explain everything and break everything down so that customers and Verizon are all on the same page.  That would be ideal of course.

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    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.

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