Yes, agreed. It is often very difficult to get the problem across - that is when you can figure out how to call them....since they hide support numbers.
In addition the support personnel can't work outside of their scripts - meaning if it is not written down in their troubleshooting flow chart they don't know what to do.
While this issue is not unique to Verizon it should be noted that these companys need to consider us that speak English in our country should not have to put up with people in other countries that can't speak our language but yet represent the companys. Quit trying to save a dollar and put some effort into customer support in English.
I am with you all the way on that. I have been there many times myself and it's very frustrating.
I'm a bit confused ... while I'm sure Verizon uses a variety of resources for phone support which may well include overseas, I've not had tthat experience. In the number of occasions I had to call for service, I've only once got a person I couldn't understand (the rest were all obviously native english speakers) and that was when I called late one evening. Perhaps the time of day you call makes a difference -- I usually call mid-morning east-coast time during the week. So experiences would appear to vary although I don't think anyone will disagree that a customer service organization needs to insure that their support people can speak fluent english without any heavy accents that make them difficult for most to understand.
As for the support "numbers" ... it's always 1-800-Verizon. Regardless of why you're calling, it will get you to the right place. Not much to remember there.
We have no problem here in Maryland. Perhaps, it depends on your location. I have never had a rep. whom I could not understand or one who even had an accent.
I had to DEMAND to be transferred from someone whose accent was so thick I couldn't undertand him, so he took 14 minutes to find someone whose accent was WORSE. I called the CS line over and over until the person who answered was in the US, had a name I could understand and spoke clearly.
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