I have called for help several times. I have not always got the help I want on the first call, but I must say that no service person has ever been rude to me.
I have had the same. Polite people who try to help. Only once had to wait more than 5 minutes for someone to answer, and that time it was when they made a problem that made huge number of people call in to find out why they lost service.
Sometime got someone who knew exactly how to handle my problem, and sometimes they were clueless and had to hand me off to someone else. And sometimes I had to call again after they said they were going to have someone look at it, but nothing was fixed in a couple of days.
Anyone being rude should be reported (wish I had a number or site to suggest for that). People calling in should also try being polite even when you know you are being bad info, and just try and get to someone who might have the correct info.
Waiting a LONG time for someone to answer is the norm for me (NYC area), and so is spending HOURS holding and/or being transferred. But of all the 50 or so people I've spoken to at Verizon in the last few years, I only had one who was even the slightest bit rude. The CRs I've dealt with almost always are very pleasant and really try to help. For me, they have not been the problem; rather, it seems to be the way everything is set up, no coordination between departments, etc.
06-28-2012 10:19 PM - edited 06-28-2012 10:30 PM
I don't understand why they are so terrible on their customer service. They charge so much money and they don't try to improve their customer service. I hate how I can call them about a problem and would just get the automated machine. Then the machine would take me on this 10 minutes survey about the problem I'm experiencing, and hangs up on me.
And if I'm LUCKY, I might get someone after 15 minutes of waiting. And I don't mind that all of their customer service reps are Indian, but I would like them to speak slower and have more patience with me if I couldn't understand what they are saying. I understand that it could be tough, and sometimes annoying, to have to say the same things over and over. I'm way nicer (way more polite) to them on the phone than I'm writing, so I don't see why they are so rude. As a customer service rep it is your duty to help me fix my problem (the problem created by your company). The reps are just SO RUDE.
Another problem I have with them is their "live chat". I personally have not made contact with them at all. One time when my internet didn't work, I used my smart phone to try to contact them to see what the problem could be. I asked them a question/stated my problem and waited..... and waited..... and waited. After like 20minutes my internet then started working and I didn't get any respond from the "live chat". Not even a hello.
They have all these non-working solutions and it's annoying. They should reevaluate their priorities because it's small things like these that adds up to why someone would not choose their company in the future.