Auto responses to questions
freedoms1
Enthusiast - Level 3

I've looked at all of the questions on this page. In many of them, "ornahp" responds with the same reply:


"I'm sorry you are having difficulty. An agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information or to help you resolve your issue."

Come on Verizon. Please don't send vague auto responses to people's sincere questions.

That's worse than no response at all.

4 Replies
Justin46
Legend

He isn't the only one, it seems to be the "Verizon standard reply" to pretty much any question these days. Not very helpful is it?

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freedoms1
Enthusiast - Level 3

Justin, No it isn't. It's pretty sad. I feel that I have legitimate concerns, but after spending much of my day trying to get appropriate answers - I came here. Much of what I see are other people who have concerns - but they only get auto replies.

Wow, this says a lot about a company that is forever asking me to pay more for service.

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Heather_VZ
Specialist - Level 3

I agree that auto responses are really annoying- but there is a reason we use them on the forums. 

Our company’s size involves a lot of different teams (account support, billing, technical support, etc) working in the Community to help our customers.   The auto responses are used by our moderation team to 1) acknowledge your concern/question and 2) to serve as a flag for the appropriate support team so they can come and help out.  The moderation team is not trained to answer questions- their job is just to identify them so that the appropriate people can be of service.

I hope this insight into why we use these auto responses helps a bit in easing your frustrations!

Thanks!

-Heather

freedoms1
Enthusiast - Level 3

Heather_VZ,

Thank you very much for the explanation.
Here is my concern.
While I feel the auto-replies are an effective way of flagging genuine concerns people have (I'm assuming the appropriate support person will flag only the Moderator that matches their specific area of expertise), to the customer if feels a bit offhanded.

In other words, as I mentioned in another thread, I see the Moderator's responses most generally are the last posts in the threads I've read. Yet, hardly any of those threads are marked "Solved." While I'm sure most of those concerns are addressed by email, or on the telephone - it could leave customers with impression many of the problems really haven't been solved.

Thanks again for your timely and thoughtful response.

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