General Residential Products and Services

[#1]

Do you think 1.5 hours is a long wait time for a support call to be answered by a person?  Do you think that the man from INDIA that can barely speak English and says 'there's nothing I can do" is called customer service?  Just curious!

[#2]

Yes that is a long time but you must be referring to another company and not Verizon.  Anytime I call I usually get someone within 5 minutes.  Oh I know you are talking about that commercial on TV where Peggy answers the phone.

[#3]

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tp wrote:

Do you think 1.5 hours is a long wait time for a support call to be answered by a person?  Do you think that the man from INDIA that can barely speak English and says 'there's nothing I can do" is called customer service?  Just curious!

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I think you meant to type "man IN India". Saying "from" implies he's somewhere else now. But who can do grammer these days?   ;-)

[#4]

Quite frankly, I have never had a long wait time when calling Verizon.  I call them often.  In addition, I have never had a tech person who was not right her in the USA.  I will admit that many of the techs are incapable of solving problems.  I usually just ask them to put in a service ticket for me.  Most techs are entry level people ,many of them going to college.  I never allow them to do anything to my computer as they often suggest.  Let them tell you what to do and then decide if you want to try that solution.  For me, emptying my cache is not a solution.  I find In Home Agent equally poor. 

I get lots of good advice through these forums.  But, I would caution you to not take any solution as gospel.  We really don't know who we are talking to, and I have also seen some very bad advice given on the forum. 

Switvching providers is also not a good option.  Most of them are equally poor.  When I do not get results, I send an E mail followed by a letter to the CEO,Mr. Ivan Seidenberg.  Believe it or not I got an quick reply in the way of a phone call from his office.  My billing problem was resolved immediately.

[#5]

I agree that their wait time and customer service...really needs a lot of hard work.Even the Live Chat agents aren't that great.Today,I got brushed off mid-question,and was treated very rudely...and I'm a long time customer.I have had a couple very helpful,polite agents,but they are very hard to come by.Verizon is awesome in all areas....but they definately need some work on their customer service.I spent all day on the phone with different agents,most of whom didn't know how to help me....and my problem still hasn't been fixed.This is day 4 on trying to get some decent customer service.You can do better Verizon.

[#6]

Usually my wait time isn't that bad but I really try to avoid calling 1-800-VERIZON unless I have to.  Some of their reps are right on point but so often, like you said, it's an endless loop trying to even get an answer to a simple question and it wastes so much time.  I just had to give up on an email exchange with their reps because I kept asking such basic and simple questions only to have them ignored and this was just over something minor.  I think it's pitiful.

Welcome to customer service in the 21st century, brought to us by these corporate giants who really are out to maximize their profits and get the most production at the lowest possible cost.   And we know how that translates in the end.

[#7]

topdog writes:"Switvching providers is also not a good option.  Most of them are equally poor.  When I do not get results, I send an E mail followed by a letter to the CEO,Mr. Ivan Seidenberg.  Believe it or not I got an quick reply in the way of a phone call from his office.  My billing problem was resolved immediately."

---I agree with your statement about switching providers.  My excuse is the time and expense involved with disconnecting my existing service and then needing a whole other day to set up new service.  My parents have had just as much nonsense dealing with Cablevision and I have no idea what I would really gain by switching to Comcast in my area.  I think it stinks because our choices with this aren't so great.  To me, they're pretty much the same but at least with Verizon, I'm definitely getting what I pay for.

Could you possibly send me a private message with the CEO's email address or post it here?  I just found his corporate address and phone number on line but not his email address.  I just had a pretty useless email exhange with Verizon's customer service and I just want to contact him to get an answer to a simple but important question.