"Private messages" here
Rich54Kelly
Enthusiast - Level 2

I am SERIOUSLY getting frustrated here. I started a thread on this board back on April 9th, 2023. I got a response on 4/15 stating " We understand how important is for you to keep your conversations saved on your new phone. To further assist you, I will PM you, so we can get started." from "Ken". and from there the frustration began. I replied to "Ken" and got a reply from someone else. so I replied to THAT person, then someone else replied to THAT comment. Every time I replied to a question, someone else replied. All asking the same round of questions!

Shouldn't a "Private message" be 'PRIVATE" between THAT individual and the customer? Why is someone else responding every time and obviously not reading the prior conversations?

I have been a loyal Verizon customer for several years now and honestly expect better customer service than all this run around I've been getting for the past 12 days.

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vzw_customer_support
Customer Service Rep

Yes, that is correct @rich. We don't work on individual social media accounts, we have a special program that allows us to respond to you. We also are open 24/7, so getting different agents in the same thread is to maintain continuity for you, so you don't have to keep opening new chats with different people. When you PM us, you are actually PMing one person on the Social Media Team. When that person goes on break, or is off shift, the case gets transferred to a new agent. The previous messages are supposed to be read, again for continuity, so I apologize if that was not your experience.

*Linda

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vzw_customer_support
Customer Service Rep

Hi, Rich45 Kelly! We understand the importance of clarity in communication. Please, give us the opportunity to assist you sending you a private note.

>Effie

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jav6
Champion - Level 3

@Rich54Kelly wrote:

I am SERIOUSLY getting frustrated here. I started a thread on this board back on April 9th, 2023. I got a response on 4/15 stating " We understand how important is for you to keep your conversations saved on your new phone. To further assist you, I will PM you, so we can get started." from "Ken". and from there the frustration began. I replied to "Ken" and got a reply from someone else. so I replied to THAT person, then someone else replied to THAT comment. Every time I replied to a question, someone else replied. All asking the same round of questions!

Shouldn't a "Private message" be 'PRIVATE" between THAT individual and the customer? Why is someone else responding every time and obviously not reading the prior conversations?

I have been a loyal Verizon customer for several years now and honestly expect better customer service than all this run around I've been getting for the past 12 days.


Unfortunately the agents monitoring this Forum are not allowed to receive direct Private Messages.  They 'share' the @vzw_customer_support  'mailbox'.

...Just another VZW customer...trying to offer some assistance...
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vzw_customer_support
Customer Service Rep

Yes, that is correct @rich. We don't work on individual social media accounts, we have a special program that allows us to respond to you. We also are open 24/7, so getting different agents in the same thread is to maintain continuity for you, so you don't have to keep opening new chats with different people. When you PM us, you are actually PMing one person on the Social Media Team. When that person goes on break, or is off shift, the case gets transferred to a new agent. The previous messages are supposed to be read, again for continuity, so I apologize if that was not your experience.

*Linda

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