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I have been a Verizon wireless customer for over 15 years. Customer service agents are nice people but the chatbots and service provided are very bad.
Hello, JHuben, thanks for reaching out. We appreciate your loyalty over the last 15 years and are here to help. Can you tell us more about the service issue you're running into?
-Lauren
I'll add my .02 to this. Agree absolutely that the CS reps who answer posts in the forums or on the live chat are professional, nice folks, but nobody knows how to escalate things to the correct departments when a problem is more than a simple one. If Verizon employees could communicate to others within the company more so customers can get real answers to problems, it would surely increase problem resolution and improve customer satisfaction.
Passing customers around from one person to another and nobody keeping track of notes taken by another employee concerning an issue, live chat inexplicably disconnecting after some time, or getting hung up on in calls are other things which can be improved. Also, sales staff ought to know discounts and promotions can't be stacked! There are so many threads here from people who were told otherwise, only to go into sticker shock when they see their bill because no, you actually can't get multiple discounts piled on no matter what was said in a store. I enjoy my wireless service, but trying to deal with Verizon if there's an issue is another story.
Dealing with over seas phone reps on calls a hr or more long that you have to try and explain the simplest billing issues 4,5 or more times just to hear your issue reiterated without resolving is beyond annoying. So much so I’m debating taking a huge impact to transfer back to T-Mobile
Hey there, Dgalvin89, we want to make sure your concerns are addressed ASAP! Can you tell us more about what's going on so we can better assist?
