Why does the Chat feature never work? Does Vorizon actually have people working to assist their customers? Terrible customer service.

Good morning,
I have serious concerns about the customer service I receive from Vorizon Wireless. We have gone into a store to talk to someone, but no one offered to assist us. ****-poor. Now, I am trying to figure out a usage issue and your live chat feature is not working. If you offer the feature, why not have it usable???
Thanks.
Tim

In most cases the chat service will take you a Sales Rep. I ahve learned that the sales reps on chats are for Sales. Unlike Customer Care and Store reps, the chat reps are only given information that pertain to the online order process. I have been told they do not have access to Prepaid Accounts, they cannot make changes on accounts, they cannot even place an order for you, they can simply guide you through and explain the steps. They can explain plans and what not as those pertain to sales, but for anything else it is best to call Customer Service. There are service chats but those are ungodly difficult to get into.

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