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customer service! worst ever!

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Copper Contributor
Copper Contributor
Posts: 5
Registered: ‎09-17-2011

customer service! worst ever!

Message 1 of 11
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The product is great, customer service? The worst I have EVER dealt with. I was supposed to receive a new box Tuesday, nothing arrived so I did a chat and was promised it would be here today and a supervisor would call with a tracking number today. I didn't receive a call at all and the refernce number didn't work on the ups site. Call today and track while I'm on hold and all I get is label printed. When the rep finally comes on the line he blames ups. I had to argue with him that it wasn't ups if its been twice now and that I need a supervisor. I'm sure I was left on hold in hopes I would hang up, at least 20mins. The supervisor researched and told me it was their error and wasn't sent out until wed night. Shouldn't I have received some communication? Everytime I have to contact customer service its a disaster! And other then an apology was I offered anything for the inconvience? Nope just basically too bad so sad it will be there tomorrow. Ridiculous!!! I'm so tempted to go back to directv and cable internet! It was cheaper and if I had a problem they apologized and gave you credit!
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Copper Contributor
Copper Contributor
Posts: 10
Registered: ‎10-04-2011

Re: customer service! worst ever!

Message 2 of 11
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I know exactly how you feel, I have experianced the same thing and I'm going to see what Direct TV can hook me up with. I had DTV for years in the past, No problems, good customer service & perks if something got messed up! Also they give you a free DVR upgrade every year! Their current DVR's give you 100 hours of HD recording vs 16 hours I get on my old Verizon boxes.

 

Here are two differences I notice about Verizon vs. Direct TV

 

Verizon = Union Organized (people there show up for a paycheck and benifits the job is secondary)

 

Direct TV = Non Union right to work company and it shows in how they treat and value their customers!

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Contributor
Contributor
Posts: 13
Registered: ‎10-13-2011

Re: customer service! worst ever!

Message 3 of 11
(1,191 Views)

My home phone went to total static over 2 weeks ago. I contacted repair and was told they would be here in 3 weeks... I called back, b/c my wife is having health problems. They moved up the date and never showed. Meanwhile my wife went into a medical crisis while I was at work. I came home early b/c was worried w/no phone and found her in need of emergency treatment had to have a neighbor call 911. ER doc said if I hadn't gotten her there when I did she would have died. She is still in the hospital.

 

 Are you listening VERIZON??? Tomorrow I am calling the Public Service Commission and any news outlet that will listen. Words can not describe how I feel about this. I tried to send an e-m to verizon and all I get is a message that says system down. How do I get through to this company? Where I live there is no other choice. When I finally got to a real person all I got were canned responses.

 

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Moderator Emeritus Moderator Emeritus
Moderator Emeritus
Posts: 6,232
Registered: ‎04-29-2009

Re: customer service! worst ever!

Message 4 of 11
(1,181 Views)

Hello STDbob

 

Sorry you are having difficulty, an agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information or help you resolve your issue.

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Contributor
Contributor
Posts: 13
Registered: ‎10-13-2011

Re: customer service! worst ever!

Message 5 of 11
(1,175 Views)

They have been so helpful soooo far.

OUTRAGEOUS!!!!!!!!!!!!!

 

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Contributor
Contributor
Posts: 13
Registered: ‎10-13-2011

Re: customer service! worst ever!

Message 6 of 11
(1,172 Views)

Having difficulyt???

Did you not read my post???

Give me a break?????

I don't need anymore canned responses

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Contributor
Contributor
Posts: 13
Registered: ‎10-13-2011

Re: customer service! worst ever!

Message 7 of 11
(1,129 Views)

Today's response from Verizon:

"Thank you for contacting the Verizon eCenter. I have received your
recent email.
 Our records indicate that your concerns have been escalated to our
Customer Advocacy department for handling. We are not able to further
assist you with your concerns now that Customer Advocacy has taken
ownership of your concerns.
For further assistance, please contact the Customer Advocacy specialist
assigned to your concerns, {edited for privacy}

{edited for privacy}will be happy to assist you.
I have also sent a copy of your email to Jacquelyn Brayden for review.
Thank you for using Verizon. We appreciate your business.

Sincerely,
Deanna
Verizon eCenter"

 

Still no one showed today and  when I called the # above the recording tells me to call back on Monday!!!!

Meanwhile the situation is the same.

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Bronze Contributor II
Bronze Contributor II
Posts: 112
Registered: ‎10-14-2011

Re: customer service! worst ever!

Message 8 of 11
(1,079 Views)

OK, crymsyndiva, so they admitted that they screwed up and corrected the problem.  Your problem got resolved, right?  I know it's frustrating sometimes when you get the runaround but they're human too.  So your box was sent out only a day later?  That's really not bad if you ask me.  You got right on the problem and solved it quickly.  If you didn't have any TV service for the one day, why don't you call the billing department and make sure you get credited for that temporary loss of service?  They will do it.  Things can't always go our all the time.  That's just part of life if you ask me and yes, we sometimes have to stand up for ourselves.  I don't want to sound insulting or trite but it's true. 

 

I will admit though that in other ways, Verizon's customer service definitely needs a lot of work.  Personally I find that customer service is the best at my barbershop which has been owned for decades by the same person, my optician's practice where the attention is always one on one inevitably, my primary care physician's office, the owner of the snack bar from whom I buy my bagel and tea every morning before work....the shopkeepers always appreciate loyal customers and have no agenda for sure.  Customer service is always the best too at my local diners with wonderful food, plenty of leftovers to take home, and very reasonable prices. 

 

Actually, I had an unfortunate experience this past Saturday with an associate at the deli counter at my supermarket.  I was going to let it go at first but after I got home, it bothered me.  He's been a moody person lately making such a big deal over nothing when all I asked for was a few more slices of the roast beef instead of settling for less than half a pound.  He was slamming the meat down hard on the scale, arguing with me, then putting down way too much and then taking bits of it away gradually until I told him to stop.  It was ridiculous.  Well for that, I wrote a complaint and mailed it to the manager.  He then called and left me a message at home thanking me for bringing that situation to his attention and assuring me that he will address it.

 

I think oftentimes it's harder with a larger organization because even a simple mistake on someone's part there can be confusing, especially when the communication isn't clear.  Remember too that with any large organization, there is often a diffusion of responsibility when things happen and one department often doesn't know what the other department is doing, i.e. what's happening on the other side.  It's bureaucracy. 

 

 

 

 

 

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Bronze Contributor II
Bronze Contributor II
Posts: 112
Registered: ‎10-14-2011

Re: customer service! worst ever!

Message 9 of 11
(1,077 Views)

PacRec wrote:

"Verizon = Union Organized (people there show up for a paycheck and benifits the job is secondary)"

 

I happen to know myself that Verizon employees get paid very well.

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Contributor
Contributor
Posts: 1
Registered: ‎10-20-2011

Re: customer service! worst ever!

Message 10 of 11
(1,055 Views)
 

has anyone had to deal with Jess {edited for privacy} from 'customer service'  he is an awful agent and I hope he loses his job.  Verizon charged for services I never ordered and this person told me that wan't possible and that I had no choice but to pay this bill.  He refused to let me talk to a supervisor or anyone else...after a half hour I had to hang up and call back for someone else...who was very helpful by the way.  I hope that he never works with another customer again.....

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