Has anyone else tried to use the Leadership Email functions? After spending a great deal of time on my email, and hitting submit, I go an error message from the webpage. It's very frustrating. Why does Verizon bother building these webpages if they aren't going to work?
This is what I wrote:
After almost 4 years with Verizon, I have had an experience with your company that was so bad that I must share it. Last week, I was looking at my account online and I noticed that my data only line reflected that I had used a marginal amount of data this month. Considering that I disconnected the device in January by restoring it and deleting my account data from it, this data use is impossible. I called "customer service" and got a lot of words that meant nothing to me - no explanation other than the possiblity that it ran some type of automatic update, which should not be possible if there are no devices connected to the line. The experience brought the times I have been charged an overage into question - if a line without a device can have erroneous data use, could my previous "overages" be attributed to the same thing? How trustworthy IS Verizon? By the end of the call, we had agreed that I would call back and transfer my husband's contract end date to my data line so that I could disconnect it. On Saturday, June 14th I called to complete the contract transfer and line closure process. This process took nearly an hour and several things, including the fact that my husband would NOT lose his unlimited data were covered while we were waiting for technical things to happen so that my husband could use his phone again. A few hours after we thought we were finished, my husband discovered that he could not send/receive texts - a crucial part of his job. He called in and found that the previous agent had blocked his text messaging - no explanation provided and another 20 minutes on a beautiful Saturday afternoon spent on the phone. While waiting for my daughter to use the restroom, my husband logged on to MyVerizon and found that his unlimited data was gone, and he had been switched to a regular data plan - the exact thing I was assured would NOT happen. We called customer service again, spent another hour on the phone with "Rich", who first tried to justify the action with "she was probably trying to save you money" to "you must have gotten a new device" and finally ended with "you needed to ask for an IPR". After having to ask Rich what an IPR is, I told him I wanted it reflected on the IPR that I did not remove the unlimited plan, an agent did, and that agent needs more training. Rich asked me if I wanted to "open a 360" on that agent. I believe Rich was trying to get me off the phone and stick me with the loss of our unlimited plan - perhaps you offer some type of bonus for tricking people into making this change? I also believe Rich was trying to make me feel inferior to him by using Verizon-specific jargon such as "IPR" and "360". After my husband took over the phone call due to my escalated frustration level, Rich further informed my husband that it was likely my IPR would be denied and that we would have to work with the "Winback Team" in order to get it back and then he gave the number to my husband since they were closed. If I had to guess, I would say we spent 2.5-4 hours on the phone with your company on this issue - an issue that I was told would take about 20 minutes. I called the Winback Team this morning and that agent was able to restore my unlimited plan after another 20 minutes on the phone I must tell you I found it almost condescending that I had to hold for 10 minutes to get a canned greeting about how "valuable" I am as a customer - especially after all that we had been through. Are these acceptable service levels? If so, it may be time to reassess what is acceptable based on the question of "What would I, personally consider acceptable if I were the one that had to call in based on how much I feel my time is worth?" Are your agents properly trained? Is a testing mechanism in place to ensure these agents actually understand what they are doing? It does not seem to be the case on either account.
