I report my problems on the forum first and usually a very nice lady called "somegirl" or a verizon tech monitoring the service solves the problem for me. I feel so blessed to have them!! Thanks to all of you, I love you!!!
@lasagna wrote:Chat is your friend ... I did a totally unscientific test just now.
Time to reach tech support on the phone ... 10 minutes, 29 seconds.
Time to reach tech support via chat ... 8 seconds.
While I agree that a quicker phone answer would be desirable, it's not unbearable. Am I just lucky each and every time I call?
As for the chat time, to me the response time was quite excellent. With the ability to remote control your PC (which I've had them do on previous occasions when I had an issue and they insisted the problem must be on my end), I was able to let them in to see the problem in real time and understand exactly who they needed to contact inside Verizon to resolve the problem -- which took them about 10 minutes to resolve while I was "on hold" in the chat session.
I just had a rather bad experience via live chat; kept insisting on getting contact from a supervisor & that may have helped (won't know until the problem is actually resolved). Frustrating & time comsuming.
After having the same problem for months with my FiOS service and suffering through numerous tech visits made worse only by HOURS spent on the phone with customer service, this is my suggestion:
Verizon should assign problems to individuals who will then be responsible for getting the issues fixed.
Sounds simple, right? It doesn't work this way. When you have a recurring or long-term problem, instead you have to call the main number, wait on hold (the message ALWAYS indicates that there is heavy call volume and that there will be a wait - if it's always heavy, isn't heavy normal, and shouldn't Verizon address this?), then explain the history of the problem to a new person every time. In between tech visits and while I was awaiting action from Verizon, I received voicemail messages from Verizon asking if the problem was fixed!!! I had to call Verizon and repeat the same, **bleep** process to make sure that they knew it wasn't fixed. (By the way, Verizon, did you fix the problem????? If not, don't ask me if it's fixed!) While they do nothing, I have to waste my time repeating the same process. You can never speak to the same person, and there is no continuity and NO ONE TAKES ANY RESPONSIBILITY TO MAKE SURE THAT THE PROBLEM IS FIXED! As soon as the rep is off the phone with you, it is no longer their issue.
I have never had a customer experience this bad. After 2 1/2 months of the same problem with at least 6 tech visits (on demand pixelating and losing sound), someone finally addressed the problem at the hub, which was recommended over a month earlier. (I had to argue with reps that this needed to happen, and that the techs who visited told me there was NOTHING left to do on the premises that hadn't already been addressed. Again, why is this MY responsibility?
So, when the hub went down without warning, all of our service: TV, internet and phone were all disconnected!! I have a home business, and this was in the middle of the work day. When we first called (from a cell phone), we were told that we were not listed as customers. A bit later, we were told that they identified us as customers, but we had been disconnected. ("Maybe you didn't pay your bill?" Uh, no, we pay $350 per month to your company, but thanks for suggesting that this is our fault.)
Finally, service returned, but the **bleep** phones didn't work, in particular my business line!!!!! A tech is coming today to fix it. Great. Also, some of our premium channels have not come back despite the reassurance that they would surely be on within an hour. When I called, they shuttled me (as usual) between the sales/order department and the techs, who blame it on the other department or tell me that I don't have an "order" for these channels, which of course I had until 9AM that morning. No, I don't have an order number for these channels, because I already had them!
I asked the third guy I spoke with in the order/sales dept if he could call the techs and tell them that I do, indeed, have these channels, but of course he couldn't. I have to call them and waste another hour.
Worse customer service ever. Please take my suggestion and set up a group of people whose responsibility it is to solve problems and own the issue until it is resolved.
I agree with you 150 % Customer servive is incompetent. I called verizon on Tuesday to disc. my additional line and I stressed do not disc. my main line. Well within 1 hour my main line was out of service. My dsl service and my dial tone. I called back on my cell phone to get reinstated. I spoke to 8 different people on Tuesday, but I still did not get service. I called back on Wed. ann Thurs. I spoke to 10 different people including 2 supverisors. I was told an order would be expedited. But here I am in the public library (because I have no internet at home) 5 days later still without service. One person I spoke to told me verizon can't put me back quickly because it takes time for orders to be written in the sales office. I said you turned me off in 1 hour BUT now it is 3 days and you still can't get me back in service. I also told them I run a business from my home and I am now out of business. But no one cares because they are still getting their paychecks, so why would they care about one customer. Without whom there would be no verizon.Also they are tring to get me to buy FOIS, why would I do that if Verizon can't get one line back in serivice! I am sure I speak for many customers That's why I am writing this. No one would take initiative to give qualilty custome service and get me back in service. Its a competative market so after 40 years with Verizon I am going to COMCAST at least there they tell when they are going to arrive and when I call service for my cable TV I speak to a live person within 5 to 30 mins and the issue is resolved. I have spend about 8 hours trying to get Verizon service that is appalling. All I want is my main line back in service.
I will have a hard time responding to this because I am in public library, when I get to my son's I can answer any questions. I now have comcast. But after 40 years with Verizon I am very unhappy with the service. As stated before, Verizon took me out of service by their mistake and no effort was made to get me back in service in a timely matter.
I report my problems on the forum first and usually a very nice lady called "somegirl" or a verizon tech monitoring the service solves the problem for me. I feel so blessed to have them!! Thanks to all of you, I love you!!!
Verizon has a major problem with their customer service, specifically, billing. My suggestion...if you swap boxes...save all receipts, and file them. You never know when they will claim you have more boxes than you have. Also, NEVER and I mean NEVER go paperless with Verizon. With all their erroneous charges, you will spend a lifetime trying to keep your bill correct.
Verizon needs a complete revamp of the billing department. It is a horror, and even when you think your issue is resolved, it isn't.
@Stevef3NJ wrote:Verizon has a major problem with their customer service, specifically, billing. My suggestion...if you swap boxes...save all receipts, and file them. You never know when they will claim you have more boxes than you have. Also, NEVER and I mean NEVER go paperless with Verizon. With all their erroneous charges, you will spend a lifetime trying to keep your bill correct.
Verizon needs a complete revamp of the billing department. It is a horror, and even when you think your issue is resolved, it isn't.
Even with paperless billing, or paper billing you can go back on the web site and pull up old bills. Helped me more than once. I choose to pay my own bill just incase an error should occur. I would never have automatic payment, but do pay through ACH draft from my checking, when I choose.
Your suggestions are good when dealing with any company. Always save records of shipping information such as tracking numbers. Print out the tracking record that shows items were received. Verizon is a large company, and these rules should be followed with any company, even smaller ones.
I have been dealing with Verizon "tech support" for three months now. Three modems and one tech visit later I still have the same problem. I am left with no other option than to find another internet service. I stay on the phone with them for at least 45 minutes each call. I am convinced they are reading from a script! They have no problems taking my money every month but they just cannot seem to get it together on providing reliable service. There is where I saw goodbye!
I have to agree that the customer service dept needs serious help!! I just got off the phone with them trying to discuss the service issues I have had for quite a long time. I have been informed that even though my service has been horrible(internet going down more than it is up etc.) I will NOT be getting any credit for all my trouble and if I want to take my service somewhere else thats fine. Can you imagine that? I guess us residential customers dont mean anything to big Verizon now. They can do without us. I have had to file a complaint with the FCC once already and am going to file another now in regards to this atttitude and loack of service for the fee charged. I am amazed and appalled at the attitude the customer service reps have!!!!!!!!
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