Complete and Total Customer Service Fail
lacticacidtrip
Specialist - Level 1

I recently had to make an equipment exchange. An old DVR was having too many issues to ignore. The exchange went smoothly. That is, until I got the next bill. Verizon decided to charge me an extra $22.31 for having a second DVR.

"No problem," I thought. "I'll just go to the Support Chat, and get the refund in only a few minutes."

I've always had good luck with chat. You don't have to wait as long on hold. You don't have to struggle to understand accents. And it never takes too long to solve a problem. This experience completely changed my opinion.

1 hour 45 minutes on hold

1 hour 25 minutes discussing the problem

It took over 3 hours to NOT get a solution. The chat ended with the Customer Service Representative telling me to either wait for the next bill to see if the problem gets corrected, or call in on the Voice line to receive more help.

Right! So over 3 hours not getting my problem solved and I'm supposed to Call back in on the Voice line. If I had any hair left, I wouldn't after this chat.

To be fair, it was not the Reps fault. If it were, I would be including his name here. He was polite, did pretty well with English, and eventually seemed to understand the issue. But he was under-trained, under-resourced, did not have the authority to fix my issue, and was unable to get his supervisor to respond.

A $22.31 mistake by Verizon, and I lost over 3 hours of my life not getting it corrected. I think I'm doing quite well right now not adding any expletives to this story.

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LawrenceC
Moderator Emeritus

Hi lacticacidtrip,

Your issue has been escalated to a Verizon agent. Please check your Private Messenger Inbox for a message from a Verizon Support agent. You can find your Inbox by clicking on your username at the top right corner of this page and then clicking the envelope icon that appears at the top of the menu. Response times may vary and may be delayed at this time. Please continue to check your Inbox for a reply from a Verizon agent. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.