I recently had to make an equipment exchange. An old DVR was having too many issues to ignore. The exchange went smoothly. That is, until I got the next bill. Verizon decided to charge me an extra $22.31 for having a second DVR.
"No problem," I thought. "I'll just go to the Support Chat, and get the refund in only a few minutes."
I've always had good luck with chat. You don't have to wait as long on hold. You don't have to struggle to understand accents. And it never takes too long to solve a problem. This experience completely changed my opinion.
1 hour 45 minutes on hold
1 hour 25 minutes discussing the problem
It took over 3 hours to NOT get a solution. The chat ended with the Customer Service Representative telling me to either wait for the next bill to see if the problem gets corrected, or call in on the Voice line to receive more help.
Right! So over 3 hours not getting my problem solved and I'm supposed to Call back in on the Voice line. If I had any hair left, I wouldn't after this chat.
To be fair, it was not the Reps fault. If it were, I would be including his name here. He was polite, did pretty well with English, and eventually seemed to understand the issue. But he was under-trained, under-resourced, did not have the authority to fix my issue, and was unable to get his supervisor to respond.
A $22.31 mistake by Verizon, and I lost over 3 hours of my life not getting it corrected. I think I'm doing quite well right now not adding any expletives to this story.
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