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Customer Service #FAIL - AGAIN times 100

I'm writing to share my frustration, disappointment and anger regarding yet another careless and upsetting series interactions with your customer service people that evinces what can only be described as an almost blazing contempt for the customers that keep them in business.

It seems to be almost baked into the Verizon DNA that your word means less than nothing. And what is so utterly frustrating is that the manager in question knew full well of my past concerns in this regard and how deeply troubling and problematic I found those experiences and promised, up and down, that he understood and this would not be handled in that way at all.

But as I mentioned it seems to be baked into the Verizon DNA so, as I fully expected, we are in the middle of a horrible, time consuming, confusing process with no satisfying end in sight. And I am beyond disgusted.

Suffice it to say the particulars of this long, exasperating, situation are far too long to describe here - with limited message space: I was on the phone close to 3 hours with the manager in question and he assured me that it ended here and he would be the last person I needed to deal with. He would make sure it got resolved. Nothing even in the same universe as a resolution is on the table right now - and I'm fed up.

We've been Verizon Wireless customers for over 16 years and a Verizon customer for almost double that but I find the way you treat your customers' is beyond the pale. I don't know theory of business, sustainability or customer service has made you think that treating your customers like something you scrape off the bottom of your shoe is the way forward but I assure you it is most definitely not. This is upsetting. Do better Verizon

I'll be reaching out to the PSC regarding this matter and exploring other options for my wireless needs. There has to be a better way than this and I am going to keep looking until I find it: a company where a customer "being the best part of" is more than lip service

Comments

Doggo

There wasn't a single mention of *what* your problem was. I don't care if this was a rant post or not, you don't get resolutions without stating what the problem is to get one.

qt-vzw-forever

It won't make a difference if jmachats states their problem or not. Explaining your problem (again) is a waste of time. VZW will not help. They don't listen and really don't care. Their goal simply seems to be to just get you to just go away.

let's face it... if you end up here (online VZW purgatory) its because VZW frustrated you to wits end on countless phone calls which only led to them blaming you for their problems.

VZW = too big to fail.

Doggo

Or they could state what their issue is, have someone here know what's needed as a fix and give advice accordingly. I mean, you don't say your computer is freezing and expect a fix without more detail.

Need a bit more than VZW CS is bad. Without the problem you don't get a solution. Pretty simple.

jmachats

That's another Verizon lie - I've been talking to a Level 2 manager, spent over 3 hours explaining and discussing my problem, then some more time with a Verizon manager explaining and discussing my problem, was told a solution was on the way and then nothing - for over a week and a half. So still no solution

So after all that do you actually believe a solution is more forthcoming on a message board??

Verizon_Support

The last thing we would want to see if for any of our customers to go through an experience that has caused them to want to seek other providers, jmachats. As a consumer myself, I know exactly how it feels to be working on a concern at multiple levels of support and to be left without any resolution offered and on the table. I value your loyalty for the last 16 years, and I want to help turn this experience around and help to repair our relationship. So that I can better understand what is happening, can you tell me more about your concern? JosephE_VZW

qt-vzw-forever

Jmachats - please let us know if Joseph is able to resolve your problem... I have had ZERO luck with any proprosed "help" from VZW on this forum. In fact, the "VZW Community Manager" closed replies to the last topic i replied to about their horrible customer service. - Soon they will do the same to this.

Yet another example of VZW worried more about consumer perception vs. actually fixing the problems THEY create for their customers.

jmachats

Thanks for your note qt-vzw-forever. I did get a resolution to my issue but I did not speak with Joseph. As you correctly noted I was not seeking direction or advice per se from this forum but more to publicly vent and complain about their lack of attention to a long standing issue. I wasn't looking for feedback per se on the forums because there wasn't a need - what was needed was Verizon to pick up the phone and do the job they said they would do: resolve my issue quickly and satisfactorily. Finally that happened after venting far and wide: on facebook, instagram, here, and to their leadership team which resulted in a call for Executive Relations. That got the ball running in a positive direction and multiple outstanding issues were resolved - including one that wasn't on the table but I raised re: FIOS.

I hope this helps with getting a good outcome on your end. Good luck!

jmachats

Hello Joseph and thank you for your reply. I did eventually hear from Executive Relations which got the ball rolling toward an acceptable resolution. At this moment we are on the right track and the outstanding issues have been resolved. Hopefully in the future such drastic measures won't be needed and problems can be nipped in the bud quickly

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