Child Item

Site Totals

61206 Questions Answered 267 Categories

Poor customer service

Good morning:

I just wanted to bring to your attention, a horrible experience I had with one of your reps, this morning, 1/2/2016 at approx 8:30AM. Her name was Abigail.

I had been having issues with my auto debit for months. For some reason, it will not save my Chase Visa card. It always asks me to verify the expiration date and 3 digit code. Anyhow, this morning, my service was suspended, due to non-payment. I attempted to use the automated system, over the phone, to reinstate, but it couldn't verify my saved account (which I assume was the issue with the auto debit). I then attempted to make the payment online, but it was asking for my expiration date, and I did not have the card with me. I called in to customer service (I believe it was the finance department) and was greeted by Abigail. She was not very happy to assist me and after having voiced my displeasure with the auto debit issue, she dismisses my concerns and then asked me for the expiration date on the credit card, although I had clearly stated that this was, in fact the issue. She cut me off and attempted to process the card without the expiration date and it was, of course, not possible to process. She then proceeded to tell me that this was the bank's fault and not Verizon's. I then asked how I could go about cancelling my account and she again cut me off and told me she would send me to customer service. I agreed and, after a short pause, she began reading a script about how she would hate to lose my business, I then cut her off and told her that she clearly didn't care about my business and she proceeded to hang up on me. Shortly thereafter, I received a text message from Verizon to apologize for the call "being lost." If you listen to the tape of our conversation, you will likely realize that she lost her temper in response to me losing my temper as well. The only problem is that I'm not expected to be even-tempered. I don't do customer service. She is and does. And for that, she is incompetent.

I'm unsure what your qualifications are for customer-speaking positions, but I'm guessing they aren't very high. Abigail is certainly not fit to hold that role and should probably not be the voice of your company when a customer has an issue. I realize that this will likely fall on deaf ears, but you are losing a very long-standing customer with multiple lines and phones, because of her incompetence. I paid the full amount and will be cancelling my service as soon as I decide which company suits my needs.

We had a good run, Verizon...

Comments

txqwnb16

I agree that Verizon customer service is horrible. I think that has more to do with company culture than the actual person answering the phone. I chatted with them on 12/30 and asked them to cancel two of my lines and I realized on New Years the lines were still active, but thats a matter for the attorney general.

I disagree when you state that you are not expected to be even-tempered. You are speaking with another human, that person is not paid to take your abuse. The moment you start to yell continuously or continuously berate a rep then that rep should hang up. They are not required nor should they be required to sit through that and just say yes ma'am I apologize. Just as you state she is an employee of Verizon and there should some qualification. You are an adult and you should be able to manage your emotions. If you do not like Verizon and they have truly wronged you sue them, report them to your state attorney general, and find another wireless carrier. The young lady on the phone was powerless regarding the issue you were experiencing. Obviously, she didn't have an easy button shoe could have hit to resolve the situation.

Verizon_Support

Pjd0808, this is shocking to me that you have had this kind of experience. We appreciate your loyalty to Verizon Wireless and we would be saddened to see you and the family ever leave. You should always be receiving nothing but world calls customer service at all times. I'm truly sorry for the interaction that you had wiht one of our phone agents. This should of never happened. I want to make sure that we get the chance to turn things around ASAP. Were you ever able to get the services restored? Please keep me posted.
KevinR_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

Pjd0808

Unfortunately, you have no idea what you're talking about, since you

weren't on the phone with us. "Losing my temper," constituted me cutting

her off after she had cut me off. If she can't deal with that, she probably

shouldn't be in customer service, in my opinion. But thank you for your

opinion. I'm not sure why you felt the need to share it, however.

Pjd0808

Kevin:

Thank you for your response. In fairness, I've had a few other sub-par

customer service experiences, but I've had many good ones as well. It's

hard to change after such a long-tenured history with a company, but I

honestly think it's time for me to check into my other options.

Thank you

On Saturday, January 2, 2016, Verizon Wireless Customer Support <

Verizon_Support

We want nothing more than for you to have positive sentiments towards us, txqwnb16. Typically, the cancellation does not go through until the end of your bill cycle. Please send over a private message to my handle to review the account.
YosefT_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

Verizon_Support

Pjd0808, this is never how we want any of our long time customers to feel. I would love to go over the details and submit the proper feedback today. None of our customers should ever be treated this way. I have requested to follow you and also sent you a Direct Message. Please respond back to that message for me. I hope to hear back from you soon.
KevinR_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

MsPuppet

I was greeted with indifference and coldness when I walked into my local Verizon store in Orland Park last Wednesday afternoon. I knew my Samsung Intensity II was discontinued, but I hoped that some one would offer a battery replacement or talk about a low cost alternative for my emergency phone.

I was greeted with a frown (sorry, I didn't get her name, but the encounter was very brief) when I presented the device and was told that they could not help me. When I paused waiting for her to offer me a sales person, she informed me that I needed to go to Batteries plus who would be able to help. ( Do you NOT want to sell upgrades any more? So you don't offer them?)

To which I replied," Good, I will go there on my way home." I left without so much as a thanks for stopping by. She seemed happy to see me leave the store. One less person to deal with, right?

txqwnb16

Because you felt the need to post it in an open forum...

Verizon_Support

MsPuppet Our goal is always to make sure we provide the best customer service possible. Our apologies for the experience at our Orland Park location. Did you retrieve the representative's name? We can submit feedback once this information is provided.

SheritaH_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

Child Item