My 2 yr contract with Verizon is up in early September. I wanted to give Verizon a chance at retaining me, so I called up and spoke with a rep. There was a little back and forth until I accepted the final price she offered me. I was paying $84.99 a month plus taxes ($8.21) which brought it to $93.20. The new price was going to be $94.99 plus tax which I assumed whould bring it to $103 to $104. I get an estimate email which STARTS at $104.99 plus $18.66 in taxes for a total of $123.65. Twenty dollars more than what I should be paying. I call right back (within an hour) and they could not get the agent back I spoke to that made the deal. Another agent could not get me the price I was promised, but sent an email to the agent who made the deal to have her call me today. The call never came. Verizon... your customer service is the worst of ANY company I have ever dealt with. I called them back after it was apparent that that call would never arrive and the next agent offered me a package with LESS in order to get the price back to where it was already promised.. I CANCELLED the order. Verizon you tried to blame my browser for my being unable to pay my bill online awhile back (it was not the problem...you were) and now this. I gave you another chance and you tripped over your tried and true bad customer service once again. Next month I will be switching to Time Warner...where they actually have an office in this city where I can go and speak to somebody in person.
It's not getting any better. I got an email from Verizon asking me to review the call I had with their rep. At the end they asked me if they could contact me about the issue. I entered my phone number and true to form... I never heard from anyone. The sad thing is Verizon has a good product... they just have real bad customer service.
I certainly agree with your point about Verizon's customer service being poor. The communication is very hard and I find a lot of the terminology confusing. Sometimes I wonder if you need a college degree or if you really need to be a Verizon employee to understand what they're talking about. And yes, Verizon is very decent as a product. It's frustrating. I had an on line agent totally waste my time not that long ago. I got everything straightened but what a waste. However, I can safely say that for a simple question about my bill, I was able to connect with an account agent through an on line live consultant, and I quickly got a straightforward answer. I just didn't understand why my bill was suddenly $13 more than it had been before for a long time and it was due to changes in taxes and surcharges.
I know how to renew my contract every 2 years and my monthly bill has largely stayed the same with discounts and incentives. I find it goes better when I renew my contract on line. Verizon also does throw in more channels that would certainly cost extra from cable.
I'm just afraid that my only other alternative would be Comcast and I am not convinced that the grass would be greener if I were to switch. Setting up the service is a pain and I think cable has lesser quality.
It leaves a bad taste in your mouth. I had this on line agent promise to send me a replacement router at no extra cost, the order was never put through....come to find out that Verizon doesn't give out free routers. So the agent lied and meanwhile, put in all of these other upgrades that I never requested, that I had to ask another agent over the phone to get rid of! And when I tried telling this to customer service, these other agents acted like they knew nothing and went on saying that nothing about that was documented in their notes. I told them that somebody needs to review the transcript from the on line conversation because it's all right there!
You have a right to know what you are going to be paying too. I've been fine with understanding their estimated bills upon renewing my contract but it can be confusing. It's very true that they don't follow through with their communication toward customers and they need to explaing things better. They need to stop with these constant apologies, rerouting your call all over the place, and do their jobs. I find that a lot of these reps have an attitude.
The sad thing too is that this is only a step above Amazon. Amazon has awful customer service and sells defective merchandise.
If you think you can do better with Time Warner, then go for it. I don't have that option here. But it's your time and money and it's a service that you're paying for.
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