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Customer Service #FAIL - AGAIN times 100
jmachats
Member

I'm writing to share my frustration, disappointment and anger regarding yet another careless and upsetting series interactions with your customer service people that evinces what can only be described as an almost blazing contempt for the customers that keep them in business.

It seems to be almost baked into the Verizon DNA that your word means less than nothing. And what is so utterly frustrating is that the manager in question knew full well of my past concerns in this regard and how deeply troubling and problematic I found those experiences and promised, up and down, that he understood and this would not be handled in that way at all.

But as I mentioned it seems to be baked into the Verizon DNA so, as I fully expected, we are in the middle of a horrible, time consuming, confusing process with no satisfying end in sight. And I am beyond disgusted.

Suffice it to say the particulars of this long, exasperating, situation are far too long to describe here - with limited message space: I was on the phone close to 3 hours with the manager in question and he assured me that it ended here and he would be the last person I needed to deal with. He would make sure it got resolved. Nothing even in the same universe as a resolution is on the table right now - and I'm fed up.

We've been Verizon Wireless customers for over 16 years and a Verizon customer for almost double that but I find the way you treat your customers' is beyond the pale. I don't know theory of business, sustainability or customer service has made you think that treating your customers like something you scrape off the bottom of your shoe is the way forward but I assure you it is most definitely not. This is upsetting. Do better Verizon

I'll be reaching out to the PSC regarding this matter and exploring other options for my wireless needs. There has to be a better way than this and I am going to keep looking until I find it: a company where a customer "being the best part of" is more than lip service

Re: Customer Service #FAIL - AGAIN times 100
Tigerstep
Sr. Member

There wasn't a single mention of *what* your problem was. I don't care if this was a rant post or not, you don't get resolutions without stating what the problem is to get one.

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Re: Customer Service #FAIL - AGAIN times 100
qt-vzw-forever

It won't make a difference if jmachats states their problem or not. Explaining your problem (again) is a waste of time. VZW will not help. They don't listen and really don't care. Their goal simply seems to be to just get you to just go away. 

let's face it... if you end up here (online VZW purgatory) its because VZW frustrated you to wits end on countless phone calls which only led to them blaming you for their problems.

VZW = too big to fail.  

 

 

Re: Customer Service #FAIL - AGAIN times 100
Tigerstep
Sr. Member

Or they could state what their issue is, have someone here know what's needed as a fix and give advice accordingly. I mean, you don't say your computer is freezing and expect a fix without more detail.

Need a bit more than VZW CS is bad. Without the problem you don't get a solution. Pretty simple.

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Re: Customer Service #FAIL - AGAIN times 100
jmachats
Member

That's another Verizon lie - I've been talking to a Level 2 manager, spent over 3 hours explaining and discussing my problem, then some more time with a Verizon manager explaining and discussing my problem, was told a solution was on the way and then nothing - for over a week and a half. So still no solution

So after all that do you actually believe a solution is more forthcoming on a message board??

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Re: Customer Service #FAIL - AGAIN times 100
Ann154
Expert
Expert

@jmachats wrote:

That's another Verizon lie - I've been talking to a Level 2 manager, spent over 3 hours explaining and discussing my problem, then some more time with a Verizon manager explaining and discussing my problem, was told a solution was on the way and then nothing - for over a week and a half. So still no solution

So after all that do you actually believe a solution is more forthcoming on a message board??


It is possible another customer experienced a similar situation in the past and they could have a real solution or an explanation of why the problem occurred. 

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

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Re: Customer Service #FAIL - AGAIN times 100
qt-vzw-forever

Tigerstep - do you work for verizon? Why are you replying to so many different posts in defense of verizon? Looking at your profile shows you replied in defense of VZW 10 times across 9 separate posts... just yesterday.


Either you represent verizon and are not disclosing it (deceptive) or you are a shill and will blindly jump to their defense on every occasion.


People who have burned by VZW customer service come here when they've run out of options and want to share their experience so others can be warned. It's also therapeutic to unload that frustration back on to the organization whose ineptitude caused it in the first place.

Not sure why you feel it’s your job to judge whether their experience deserves a smarmy or condescending reply from you.

 

Re: Customer Service #FAIL - AGAIN times 100
Ann154
Expert
Expert

This is a peer to peer public community forum and not a direct link to Customer Service. When you are "unloading" your frustrations on the forum, you are actually telling them to your fellow customers and not to Verizon Wireless itself. So when another customer asks what the problem is, they genuinely don't know what lead to the problem as they have no way to access any of details that may be noted in your account notes that only the VZW reps could access. 

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

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Re: Customer Service #FAIL - AGAIN times 100
qt-vzw-forever

Ann, as the OP stated in their first sentence "I'm writing to share my frustration". There was no request for help from the community and they did not ask any questions. - This person was sharing their recent experience with VZW CS and creating awareness for others.

The community forum isn't just for solving problems. It's also for airing frustrations, sharing opinions and other information.

And as for "unloading" our frustrations to fellow customers... let's be honest, Ann. VZW does monitor these posts. We are not unloading on fellow customers. We are unloading on verizon. On their public forum. They do respond with requests to take it offline in a PM in a feigned posturing attempt to make it look like they're trying to solve a problem. As they've done with me. Which leads to nowhere. Just like my (and many others) "direct link" customer service experience. 

If you've never had the experience of their horrible customer service... kudos to you. Please play the lottery... you're one of the lucky ones. The rest of us just want our money back. 

 

Re: Customer Service #FAIL - AGAIN times 100
vzw_customer_support
Customer Support

The last thing we would want to see if for any of our customers to go through an experience that has caused them to want to seek other providers, jmachats. As a consumer myself, I know exactly how it feels to be working on a concern at multiple levels of support and to be left without any resolution offered and on the table. I value your loyalty for the last 16 years, and I want to help turn this experience around and help to repair our relationship. So that I can better understand what is happening, can you tell me more about your concern?  JosephE_VZW

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