I am tired of seeing posts where people come venting in a very rude and angry tone demanding an explanation regarding a poor customer service experience or a program on demand or a certain thing that they no longer have and every time, it sounds like a vent directed toward Verizon...on a peer-to-peer support forum. Or sometimes it will be an account or billing issue and every time, no fellow customer can possibly be expected to respond to that, particularly without knowing the details and when it's often involving someone's private account information. There are so many threads of this nature that I myself don't know how to respond to.
This is just one example of many that I often skip over and don't bother responding to:
These all sound like customer service issues and some of them just sound like "vents" because they don't explain what the issue is. There really should be a folder on the forums here for posting these vents and concerns privately so that nobody else in a peer-to-peer support forum has to hear all of this. There is already 1-800-VERIZON and a link to email customer service directly with any problems but it just seems like a lot of people come here to vent without reading about what the forum is really for. It seems to take away the whole focus of "peer-to-peer" support and turns it more into a sounding board for anyone to vent their frustrations.
I think the Verizon employees here are doing a heck of a job redirecting customers with these concerns to customer service or escalating the matter to someone who can get involved directly in resolving their matters. It just seems to me that if there were a separate private folder here readily available for that, it would keep the focus of the peer-to-peer support more organized. Perhaps there should be a private folder where a customer with these problems can post directly from the beginning if it's something that can be escalated, if it's a matter that a customer has been unable to resolve by calling 1-800-VERIZON.
Just my 2 cents.
Thank you for the suggestion! You're actually the second person to suggest something like this in the past 2 weeks and it's an idea I've floated up to my management. I'll let you know if we implement something like this.
And thank you for the kind words about the job we're doing here. We are trying and we really appreciate the acknowledgement.
I do understand customer service experiences that go overly poorly. We have all been there for sure and we have all gotten frustrated and annoyed from time to time when trying to resolve a particular issue, not always so easy when we're tired and burdened with other demands.
It just seems like now-a-days, many more customers are demanding and take more things personally. It seems very hard at times too to offer a solution to the problem that has worked but that someone doesn't seem willing to try. It's hard to know but I definitely give you credit for dealing with that because that's certainly not easy. We have all been there too with certain CSRs who are rude or who don't know what they're doing but I know that there were many other times as well when I would deal with CSRs who really were trying when it came to certain problems.
When it comes to my own occasional Fios issues which really haven't been too numerous, my objective is to get everything resolved in the end and unless certain customers really want to switch over to cable and just don't like Verizon, I was thinking that this particular idea, if implemented, could serve as some hope to keep customers who might otherwise give up and that there *is* a solution to the problem.
These forums have offered me a wealth of good information and I have learned plenty more about resolving computer issues from other knowledgeable customers here. Those positive aspects should really be highlighted.