Answers... can we just have some answers?

[yakfishnick]

I'd like to suggest that Verizon improve all customer service training.  I especially suggest that Verizon entrust its employees with the answers to the questions that their customers seek.  I spent almost 2 hours on the phone tonight trying to get a few answers to some questions.  In most cases, no one knew the answer, or it took them several calls themselves while I was on hold to get them.  I'm sorry, but this seems to be a poor case for customer service.  If you don't have the answers to which your customers seek, or if your superiors can't give you the answers customers seek; how do you consider what your doing to be "customer service"?

Please, give us the answers we seek.  Someone at Verizon knows the answer.  Please share them with us.

[somegirl]

The answer to...what? There probably is a department with the answer you are looking for, but since you didn't provide the question we can't guess which one.

[yakfishnick]

somegirl, I appreciate your response to this thread.  The other night I spent 2 hours plus on the phone trying to have someone answer the following questions.

1.  Why is the sound out on the NHL Network HD channel, but not the NHL Network SD channel (a frequently occurring incident by the way)?

2.  Would I get a credit for the outage?

3.  Can I upgrade my Home Media HD DVR  to one with a larger capacity?

4.  Can I transfer material on my existing HD DVR to the new HD DVR, and when will Verizon FiOS South Jersey be adding The Comcast Network HD channel to its lineup?

Took them over an hour to figure out question 1... an outage only on that specific channel... it was fixed later that night.  It took two tranfers between departments to answer question 2... yes, you'll get a credit.  It took about half an hour to figure out that I had to go online to get on a waiting list to upgrade my Home Media HD DVR and another half hour to tell me I couldn't transfer material from one DVR to another.  I still have no answer to question 4, which I've been asking for for months, both here on the forum and to Verizon customer service.

I'm not happy that they waste my time because they don't have the answers at hand.  I don't like getting shuffled between departments who seem to exist as totally separate entities that have no idea what the other is about.  How many times do I need to repeat my name, address, account number, etc during one service call?  I want answers because the folks who work at Verizon should know their business.  I also don't want the patented "We don't have a time frame" answer when asking when a channel will be added.  Someone at Verizon knows the answer.  It's a simple... "We won't be adding the channel", "We're negotiating for the rights to the channel at this time, would you like to be added to a mailiing list that periodically sends out updates about the progress", or my personal favorite... "The channel you're asking for will go live on 10/6/2011".  

Answers.  Answers in a reasonable amount of time.  That's what we all want.  I think the money we invest with this company every month should insure that at the very least.

PS.  Don't worry, Kudos and Accepted solutions will be given... I'm just eagerly awaiting the time to give them.

[dslr595148]

---

The answer to...what? There probably is a department with the answer you are looking for, but since you didn't provide the question we can't guess which one.

---

To bad I can't give a kudo, but I agree 100%.

[bjv70]

the fact that a customer is stuck on the phone for 2 hours, in my case 2-1/2 hours trying to get verizon to fix my phone and internet and then get hung up on TWICE, does not need a question. the question is why is verizon so ridiculous at customer service. it is horrible. not only was i on the phone for 2-1/2 hours, got hung up on, my problems still exist..  now, not only does verizon send at least TWO SERVICE TECHNICIANS TO MY HOUSE AT LEAST ALMOST EVERY OTHER DAY, my downed phone and internet is still not working properly. and the reason for that, is verizon is trying to coerce me into buying their verizon fios. i would have done so on my own, but now that verizon is purposely making my phone and internet NOT TO WORK, there is no way that i will have them install fios.  this is coporate bullying in the worse way! i can not believe the most insane "customer service" tactics or lack of from verizon.  no one has the decency to call me back and fix this, the only person who called me back was someone trying to convince me that if i get fios installed it would fix all my problems.  really, that is sick and ridiculously bad customer service. shame on you verizon.  does any employees of verizon actually read these blogs/posts? if you do, you should fix my darn phone and internet already. it has been TWO MONTHS NOW, 

[KH-OrnEsh1]

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.

---

@yakfishnick wrote:

I'd like to suggest that Verizon improve all customer service training.  I especially suggest that Verizon entrust its employees with the answers to the questions that their customers seek.  I spent almost 2 hours on the phone tonight trying to get a few answers to some questions.  In most cases, no one knew the answer, or it took them several calls themselves while I was on hold to get them.  I'm sorry, but this seems to be a poor case for customer service.  If you don't have the answers to which your customers seek, or if your superiors can't give you the answers customers seek; how do you consider what your doing to be "customer service"?

Please, give us the answers we seek.  Someone at Verizon knows the answer.  Please share them with us.

---