We see all the negatives about Verizon's customer service, but has anyone had a truly great experience where their issue was resolved and complaint turned into positive win?
Yes. I have had many good experiences with Verizon Customer Service. In fact, every time I have called with a question or issue, the customer service rep on the other end has been courteous, friendly, efficient and patient. I haven't had an unresolved issue; all were taken care of before I hung up. I have never had a bad experience with Verizon Customer Service, and I have been a customer for more than 13 years. The only thing you might change is when you send a text and it says " If you have problems, contact customer service", list the phone number that will connect you to a person as well. Other than that, you guys rock.
Confusion about city taxes plus I had a USB cable issue that the store was quick to swap out for a replacement.
I recently had my 6th contact with Verizon's customer service about a [removal required by the Verizon Wireless Terms of Service] device, and I at least got a return box to try to get it fixed. I'll see how that all shapes up. It is hard to get the right answers sometimes, but it may take more months than you are willing to invest to get your problem resolved, but when it is resolved. We all just pay our bill and shut up!
This was via Live Chat today.
Tazeen tried to help me understand a mobile data question. She was willing to find someone who could explain in further detail. She got Brian to help me make sense of things in a way that was simple and didn't try to blame me or accuse a manufacturer or just say, "That's how it is."
Teamwork: Rarely seen at Verizon.
Sadly you are right Snn5 - we post the negative contacts because we are angry, but go on our happy merry way when we get what we want. Thank you for posting your positive experience with customer serivce.
They have all been polite and proper but my issue is still unresolved. I am unbelievably frustrated so is that GOOD customer service? I say no.
I missed your example of GREAT customer service.
Employee Commendation
I'm the first person to write those "orchid letters" of praise, having a real appreciation for good customer service. I've been in a position of ownership and done the real customer service thing for over 35 years. And I'm just the opposite when it comes to writing the "onion letter" for poor service, giving people and their employers the benefit of the doubt as much as is possible. And I've had a great experience, quite some time ago now, with a Verizon CS rep. But I'm now suffering through perhaps the very worst example of customer service I've ever experienced in my life. The Verizon CS department is currently lying to me and doing absolutely nothing to resolve an issue of their doing. It's been ongoing for an unacceptable amount of time, they "promise" to call with information and never do, and my service has been in a continual downward spiral. Can't wait to run as far away from Verizon as is possible!
I really hate to say, but if you go on any other carriers forums you will hear the same thing over & over again "Can't wait to get off this service" they all have pros & cons, it's obvious by the forums....
Hello Snn5! Thank you so very much for sharing your experience. You're right in that we don't offer an option to directly commend an employee. We offer an after-call survey that can do the trick. But, in the event there was no such opportunity, we can still target your feedback. I've sent you a direct message about this. Please reply there!DionM_VZW Follow us on Twitter www.twitter.com/vzwsupport
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DionM_VZW
riverbender
Possibly the best costumer service I've every had. Nichole was very attentive, patient and through. I walked in the door frustrated and expecting leaving confused and angry like I had previously. What I recieived was just the opposite. I was even given a bottle of water.. Nichole helped me set my new devices up and made sure I had no questions. I actually left the store smiling. Nichole even called the following day to make sure I wasn't having any problems . What a wonderful person and experience!!!!y
>> Edited by Verizon Moderator to comply with the Verizon Wireless Terms of Service <<
This was at the Verizon wireless on state Rd in Springfield pa
I had a great experience with Jennifer B. in South Carolina. Verizon's attention to customer service having CSRs like Jennifer are one of the main reasons I stay with Verizon and have for the past 8 years. Truly one of the best CS experiences I have ever had. very helpful and knowledgeable. I wanted to say thanks to Jennifer. Also, Can someone send me a an address so I can send a letter. It is rare this day and age to have such great service.
Thanks,
Tom C
Where's the "attaboy" button?
A special thank you to Jacob at a call center in Washington State
I usually have a pretty positive experience when contacting Verizon. Most times I am doing things that the typical person on Verizon's service doesn't usually even know exists, example: sub accounting. Frequently, the rep is able to handle my requests without issue and relatively fast. Sometimes you will get someone who isn't exactly sure what you want to do, but I just try again.
You have to understand that Verizon (wireless and the parent company) has a workforce of around a quarter of a million people, you can't expect EVERY person to know every little policy or procedure. I'm a software developer who handles support requests for our system, and I totally understand that no one knows every single part of our massive system, our customers are pretty understanding when I have to defer to someone else who knows what the h*ll they are talking about. Haha. I try to give the same discretion when I call CS agents.
Ooops didn't mean to hit reply!
The other thing is that (rarely) customers will call and ask very specific, pointed questions. I know they are trying to game me and use my word against me with my management. Anyways, it gets old very quickly. So think about that next time you call.
Janice is the best
Yes!!! I have absolutely had numerous great experiences as a longtime customer of the Verizon Wireless network. I cannot and will not actually go into specific details. However, I do find their overall services to be quite excellent, and their customer service usually does earnestly effort to politely and helpfully answer and/or resolve nearly any issue that has been necessarily brought to their attention. Sure, I know from just a few agitating and frustrating experiences with unduly nasty or somewhat incompetent(yet very confident) representatives. Realistically, there is always plentiful room for improvements. In fact, I have several suggestions, which, if applied, would likely prove beneficial to both VZW and customers Do you really think that other networks are better or perfect? No way! Those other networks are far from that. Regardless, by and large, I've been a satisfied VZW customer for many years now and, unless I might encounter a horrible occurrence, I intend to remain a thoroughly loyal VZW customer.
I've had very few issues that's required me to have to contact Customer Service. But when I had to, I received professional, courteous and knowledge assistance. I've only been with Verizon 2 years this next month, but they treat me like I've been with them for many years. Verizon rocks. Happy Verizon customer, and I approve this message.
Every experience I've had personally (with 5 lines, and a customer for 10+ years) has been mediocre at best, often starting poorly, and improving to acceptable after a complaint has been posted.
It's not usually the CSR's fault either, it's always been incompetent policies coming from Corporate.
I believe this is a thread for praise, not the negatives.
I was just answering the open-ended question in the title.
Have there been...? No.
Perhaps I should have been more clear by saying: Not in my personal, or observed experience; no.
I did point out that the CSR's have been good, but they're sadly powerless and/or often (usually) don't have access to correct/useful/accurate information, but again, that's not their fault.
Hooray for humans who treat their customers like people too, in spite of the wishes of their corporate overlords.
You're just making this worse.
Yes - My LG G2 had been having issues with heating up, not holding a charge, and just plain not responding. The first Verizon store at Southcenter Mall in Tukwila says I need a new phone and there are no solutions as my phone is 2 yrs old. So I then go to my local Bonney Lake store where the rep says lets look at your apps and deletes a bunch of bad ones I had downloaded. I will be much more careful in the future. That was the problem! My old phone now runs cool, holds a charge, and responds without freezing - in other words like it should. I am a happy camper and can put off a new phone for the time being. Always get a second opinion.
I Factory Reset without auto restore about 3-4 times a year. Get rid of what I don't need and start fresh. All sorts of weird things happen along a 3 month timespan with me.
I had a great experience walking into the store at 7604 Dodge St. in Omaha, NE. They were super busy, and the rep who took my name wasn't even sure my issue could be addressed. She checked with [removal required by the Verizon Wireless Terms of Service] who stepped right up, worked with this Very old device, offered some concrete suggestions as to how I might resolve the issue on my own. Was back out of the store in 10 minutes, saving my valuable time and grateful for John's input. Thank you Verizon and [removed] .
