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Unacceptable Customer Service Behavior!!

Have never had any problems with VerizonFios Customer service up until NOW! I called them to discuss my bill and why I am seeing about an 80.00 increase. The rep stated becasue I had a 12 month discount on some services which just recently expired as part of my two year agreement. I explained to him, why would I enter into a two year agreement for a 1 year discount, I could have simply entered into a one year agreement with other companies that were offering 12 month specials, some with no contract requirement at all! He then asked me if he could now speak and I said no I am not finished explaining the converstation I had with the rep when I ordered service. He then responded, "WELL I"M FINISHED" and hung up! At no time did I raise my voice or use inappropriate language.

Needless to say, I will now be calling on corporate to file a complaint and then arrange for service from another triple play provider (luckly I have 2 other companies to choose). So I will have to pay a $165 cancellation fee but they way I see it, I'll be saving much more over the next 12 months and to boot, I am also going to cancel my VerizonWireless service!

And to think, I supported this company when their workers went on strike!

Thank you for showing your true colors Verizon by way of CHAD your customer service rep that handled my call at approximately 11:15pm on Wednesday 10/05. I think you should promote him!

Comments

somegirl

@jvizzarri wrote:
Have never had any problems with VerizonFios Customer service up until NOW! I called them to discuss my bill and why I am seeing about an 80.00 increase. The rep stated becasue I had a 12 month discount on some services which just recently expired as part of my two year agreement. I explained to him, why would I enter into a two year agreement for a 1 year discount, I could have simply entered into a one year agreement with other companies that were offering 12 month specials, some with no contract requirement at all! He then asked me if he could now speak and I said no I am not finished explaining the converstation I had with the rep when I ordered service. He then responded, "WELL I"M FINISHED" and hung up! At no time did I raise my voice or use inappropriate language.
Needless to say, I will now be calling on corporate to file a complaint and then arrange for service from another triple play provider (luckly I have 2 other companies to choose). So I will have to pay a $165 cancellation fee but they way I see it, I'll be saving much more over the next 12 months and to boot, I am also going to cancel my VerizonWireless service!
And to think, I supported this company when their workers went on strike!
Thank you for showing your true colors Verizon by way of CHAD your customer service rep that handled my call at approximately 11:15pm on Wednesday 10/05. I think you should promote him!

Pretty much all of Verizon's deals are two year contracts for a one year discount. Do you have the original contract you signed?

vercommunity

verizon is impossible to deal with. i had intermittent phone service for a month, then no service at all for a month and a half, and then they finally fixed the line. i spent hours with them trying to get it fixed, then they said they would credit the account for all of the time the service did not work, and they haven't. i was just on the phone with them for over an hour trying to straighten this out. it is horrible. if not for the fact that i need a land line, i would have cancelled them eons ago. after two and a half months when they finally fixed the line they left the wires in the backyard and side of the house hanging, creating a hazzard. and they still have not fixed this problem. one of their service people said they do not want to service copper lines anymore, therefore they are just making it hard on customers. they are horrible, trying to force people to just take triple play and pay more. after waitng over an hour this morning, the girl, who could not get repair on the phone, just simply disonnected me. is there anything that can be done to get these people to function, or at least to credit for the misery they are intentionally causing?

[Deleted User]

Hi vercommunity,

I'm sorry to hear about your recent issue. I've copied your message to an employee monitored board, where a Verizon representative can assist you. You will be contacted by email, private message in the Forums and/or the billing telephone number on your Verizon account as soon as possible

TonyaD_VZ

vercommunity,

Verizon support is in receipt of this issue. We will send you a PM to gather additional information.

Thanks,

Tonya D.

jvizzarri

So, it has now been one day since your post saying someone would be in touch. I have yet to receive an Private Message, email or phone call!

oldfashioned

To be very honest, it doesn't sound like you gave this customer service rep a chance to answer your question. Continuing to go on and on and doing all the talking to rehash your anger about this is not going to solve anything. These reps work in a call center with heavy call volume and are only allotted so much time for handling each of these calls so at least give them the same courtesy to answer your question so that they can help you. Consider too that you have may have misunderstood something that this first rep who set you up with the original plan was telling you. I can understand why this last rep ended the call because from his perspective, all you wanted to do was continue without letting him get a word in edgewise so he could do his job. We have all gotten upset with certain customer service reps from time to time. That's understandable but I do believe that most of them are doing the best they can with what they have. You need to establish a dialogue, not a one way venting session. I know this is probably not what you wanted to hear but I mean this as constructive advice from life experience.

I don't know the details of your Verizon plan but I had a 2 year contract myself. I don't remember if that included a one year discount but all the same, I understood from the beginning that my rates would be the same for the life of the 2 year contract and even though my rates are the same now, they can be subject to an increase at any time. I hate to say this but all cable companies eventually raise their rates. That's how they make money to stay in business.

As far as a one year discount is concerned, that sounds different from a 2 year contract. I don't know the details so it's hard for me ti sat,

In any event, you may also want to ask for a copy of the 2 year contract that you signed or at least ask for an explanation of what you signed. You are entitled to that but if you request this information, be prepared to listen.

jvizzarri

@questioning.

Unfortunately I couldn't type my whole conversation on here, but that is not the way it went. I did provide for the REP to speak, but he kept deferring to that I was trying to bash the rep that sold me service, which is not what I was doing. If they have limited time to take a call then VERIZON needs to rethink the level of customer service they want to provide. Also, I expect that as a customer I would be afforded with a solution and not be cut off. I was neither rude or offensive in me speaking to the rep, therefore it does not give anyone who represents a company in a service position to hang up on someone. His solution would have been to get a supervisor on the phone to speak to me.

Thank you for your feedback.

oldfashioned

I wasn't there and obviously I don't know all of the details. In your first post, you mentioned how you asked this rep how you could possibly receive only a 1 year discount during the span of a 2 year contract. After that, you said he asked you "may I say something" and you told him "no". That's what I was referring to when I was merely suggesting that you alter your approach next time. We all have bad days and we all have had a phone conversation with a customer service rep go poorly. I'm not saying this rep was correct in ending the call but if I were in that rep's position hearing that, I would feel put off and I would feel like ending the call and taking the next customer and that's probably what went through his mind at the time. It sounds to me like he was trying to answer your question but you cut him off. And yes, maybe he should have gotten a supervisor but it's done now. If he said to you "may I say something", that right there could have been an opportunity for you to get some answers to your concern and by saying "no", I think that's rude and cutting yourself off from your main objective, which is to resolve your concern. And if what he had to say at that point still didn't resolve your concern, *then* it would be appropriate to mention your understanding of what that first rep had told you....in a non-defensive way, instead of spilling the beans all at once. It might help for you to make a list of your key concerns and questions so that way you can focus the conversation better on what you need to accomplish.

OK, so the phone call went over poorly. Now it's time to let it go and move on. Seriously, whenever I have a conversation with a customer service rep that goes over poorly, I either ask for a supervisor (which sometimes makes things worse) or better yet, I call back and speak to somebody else. I would suggest you call again and speak to someone else and consider some of my suggestions. Sometimes the manner in which you approach people makes all the difference in the end.

Decide as you may but that's what I got from your post. There is always another side to the situation and it's not about whether the other person's response is correct per se but just to point out that the other perspective is there and that nobody, including ourselves, is perfect.

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