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poor customer service

I just spent 40 min trying to get a hold of an actual person to talk to. Your stupid automated system sucks. The person I got in touch with was helpful. However, it was completely unacceptable the amount of time I had to waste and the game I had to play to get to that person. I also have an issue with even talking about a charge for a battery in a system Verizon installed in my home. My battery went bad and has been beeping for about a week now. It took me a while to locate the source of the beeping (the unit was buried in the ceiling). I was informed that normally there is a $30 charge for this. This is crazy I spend all this money month to month for this service if you know the batteries go bad after a while this should already be part of Verizon's routine maintenance. I swear if that customer service guy didn't issue me a credit to cover the battery I was going to drop my service. I guess it will also be my responsibility to remove the old battery and install the new one when it is shipped via ups to me. GREAT CUSTOMER SERVICE VERIZON (this is sarcasm if you can't tell)

Brian (5 year Verizon customer)

Comments

PJL

A 40 minute wait is long, but I've spent that amount of time waiting for customer service on most any utility I've had. That's why I always use chat which usually is answered in a short amount of time.

Regarding the battery, it is warranted by Verizon for 1 year. After that, it's on our dime to replace it. This fact is in the Terms of Service we all sign (electronically), Nobody likes that we have to pay after 1 year, but that's the way it works.

I just replaced a battery -- I bought the replacement at Home Depot for $17. They are also available online from many vendors, but shipping and handling add to the cost.

Would you also expect Verizon to replace the batteries in your remote control? I don't expect them too, even though in an ideal world they would. IMHO.

a98sparky

My question is why would Verizon design a system that requires the home owner to maintain? The longer I am a Verizon customer the more likely my chances are that I will have to maintain this system again. There is many ways for their system to operate maintenance free. This is way different than the batteries in your remote. It is only necessary because Verizon designed the system this way. Their stupidity should not be my issue. 40 min is not acceptable to get to a live person no matter how many other companies have the same issues. Computers are great but I prefer to discuss my problems on the phone with a live person. Texting and im's are so nonpersonal and to me are just as fustrating as the automated telephone crap I had to go through to get to a Verizon representative.

Hubrisnxs

I'm still baffled people want free battery's for life.

It's a 15 dollar battery.

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