HORRIBLE CUSTOMER SERVICE

[shanehatch]

I am so angry I'm about to go back to comcast. I tried to call technical support and it took me  10 minutes to get a human being. The computer [which no one wants to deal with] asked me my account number, my phone number, street my address, and my zip code -- and that was after I'd gone through a half-a-dozen options to attempt to get to the right department. I never did figure out how to get to the right department, and finally just started screaming "customer service!!" into the phone at which point the computer said, "You want to speak to a representative, is that right?" Of course I want to speak to a representative! I didn't call to talk to a computer! [Does any corporate executive think any of their customers want to speak to a computer?] Then when a customer service person finally came on the phone and she asked me my name, address, phone number, alternate phone number, and e-mail address, before she could even think about me and the reason for my call. [Kind of sounds like the custpomer's concern is the last priority doesn't it?] When I had comcast I could dial 1-800-comcast and push one or two options and have a human being, ditto with Geico insurance. But apparently verizon is too busy to be bothered with talking to their customers, so maybe they don't want any?? 

[i_like_turtles]

9 times out of 10 the computer is able to solve the reason people are calling.

the majority of calls are simple things like " wut is my balance "

or " i want to report a problem "

The computer keeps people off of the fone who can have their problem solved by an automated system. instead of tying up the limited amount of agents available with " what is my balance " questions

PLUS monday in the morning is the busiest time to actually reach a representative because everyone and their mom is calling up.

[shanehatch]

If you asked your customers they would all rather talk to a human with their, "what is my balance questions." -- and unemployment would be lower if you hired people instead of paying the CEO $20 million a year!

[BrianMcD]

How about if you tell us what the problem was to see if anyone here can help you.

All you did is rant and rave about your experience with thre Verizon Phone System.

Oh by the way everytime that I used to call my old Cable Company I would have to work my way  thru their automated system.  When I finally did get a human they were half way around the world, very hard to understand, and definetly just reading from a script with no actual knowledge of how to help me.

[manopoly]

I went through the rituals of joining this forum simply to vent, as I thought most would, {please keep your posts courteous}. I can’t agree more with shanehatch more, she is basically ‘right on the money’! Verizon is pretty bad, and rather than rant and rave, I’ll just say I have had MANY issues. I have three phone lines and a wireless account, shame on me, but lack of another provider, here in the country, I’m stuck…for the time being. The one that gets me is that they are a communication company…right? Why is it that a few times when I wanted to talk to a real person, and went through the same variety of phone keys that shanehatch did, the ten minute wait as well, only to be told, “our operators are too busy, please contact us at another time”. Either that or I was just disconnected. WOW! I miss the operator button, and someone answers…showing my age, well yes, but resolving time and customer support issues, for both Verizon and Client, no contest; just a quick question, a click and you’re talking to whomever you need!

Message Edited by KaLin on 08-04-2009 11:54 AM

[JerseyJoe]

Yeah, I gotta agree with the haters.  I find the attempts to make the automated attendant more "lifelike" to be really annoying.  Having it start sentences with "Ok (pause)" or "Hmm (pause)" just wastes time, and is too clever by half.  And if the AA is going to ask for our account number, home phone number, etc. on every call, well, then the call center agent that eventually gets that call better have that information on the screen when I'm finally connected.  There's nothing worse than slowly enunciating that info for the AA, confirming it for the AA (after it slowly repeats it back to you), and then getting transferred to a human being who asks for the same information again.

[anitelite]

If you dislike the automated attendants, wait till you walk into a store to return stuff or change your plan.  I've not dealt with such {please keep your posts courteous} in a long time, but I'm done now.  My wife's keeping her phone .... for now.  Sure hope it works in Montana, Verizon!

Message Edited by ElizabethS on 08-06-2009 10:29 PM

[alex_lee]

if you want tech support directly, just dial the 1-800 number and dont provide any info on the system, just key in your # and say "AGENT"...

[DJHA90]

I just went through this yesterday.  I was transfered 5 times trying to get to the correct department.  Each time they asked for my account information.  Each time they said I called the wrong number.  I didn't call the wrong number, the {please keep your posts courteous} Verizon hires transfered me to the wrong numbersssss.  All this to get my userid and password (which I havent used in 3 years) so I could order the FIOS Internet/TV bundle...

So now to ranting about Verizon's convoluted web sites... Here is my post about it

Message Edited by ElizabethS on 08-08-2009 11:13 AM

[Vocalz1]

I'm new to this and thought I just answered the question!  OMG - I'm going through a nightmare right now at 11:00PM...Verizon once again "stole" money out of my bank.  I tried for months to get them to cancel autopay because you can set it up on the website, but can't CANCEL - you MUST call Verizon, however you can't get through to anyone!!!!  In June, I "chatted" with a representative and boy, let me tell you, thank G-d because I kept the conversation and now have all the proof I need.  They said they cancelled the autopay in JUNE and now it's August and they still continue to take it out.  If they think I am going to pay for their termination fees if I have it shorter than 2 years, they'll see me in court!  They had no authorization to take my money out of MY bank.  Enough is enough.  Comcast, welcome home!  And perhaps I'll switch my wireless service, too!!!!!!

And I thought I was the only one having these issues 🙂

[Cora]

O goody!  A rant link.  I think all forums should have a board just for people to let off steam.  Call it, "Pet Peeves", Rants and Raves" or "O!  I Could Just Spit!!!"  It will allow people to assist and empathize with each other just as in the other boards.

I have been cut off by Verizon's screening computer several times this year, because all agents were busy.  Yet when I immediately redialed and give the same information, I would then be told I am second or first person in queue!

Kudos to the person who suggested requesting an "Agent" after giving the computer your telephone.  It has saved me from blowing many gaskets.

[Cora]

Hello Volcaz1,

I know there must be a reason why you have not contacted your bank and put a stop to these unauthorized withdrawals.

Perhaps you may get assistance from dslreports's forum found Here.  If they cannot assist you to your satisfaction, perhaps you should search for a neighborhood organization/political office that can.  I did.

Good Luck.

[woyala]

I don't know how you get so much trouble with customer service.  I've called couple of times to fios Tech support and billing and they've been very polite and resolved my issues.  If you call in and want to speak to someone, just say "agent" or press 0 and keep doing it until you are transfered.

[questorfla]

Dont waste your time calling tech support or even going to store.  No one cares.  If they did, they would be able to look up the last time you called or came in and keep some continuity.

Obviously the Verizon people have NOTHING whatsoever to do but waste your time and (0f course) collect your money.

When we had Alltel, we had occasional problems too,  But they got fixed promptly and the people I spoke with KNEW why I was calling

they KNEW who I was.

Now you have to provide so much ID that I am beginning to think they are selling the info

[alex_lee]

i think the reason why they asked you for your info is for security purposes, anyone can say yes (that they are the account holder) if customer service rep will just confim who they are according to the info on their tools.

Message Edited by alex_lee on 08-14-2009 11:00 AM

[questorfla]

By the way, just a note to the person who wants to cancel autopay.

They is NO WAY to do it.

The ONLY sure way to get it done is to go to the bank and have them change your account number

Been there,, Done that.

Changing your accr number works  every time and you might be surprised to find that the BANK will be on your side!

[Humble]

I have been a triple play customer since October 2008.   I extended my one year contract 4 months early to lock in the rate for two years and upgraded my internet speed.   I recently had a TIVO installed and a 7216 removed.  The installation and subsequent billing was great.  The partial month charges and credits, in both cases, were calculated perfectly.

The 7216 box does not function as intended and does not work well with my new Sony televisions.     Thus, I think the equipment is a **bleep** but the service behind it, including calls to the FIOS number, have been handled in a satisfactory manner and the people who helped me were excellent.  All in all, I am pleased with the customer service at Verizon.

If I thought Verizon was bad, I would not be hanging around waiting for the incompetence of Frontier Communication to arrive.  I realize there are some total losers at Verizon but there are many more winners and I guess I have just been one of the forutnate customers.

Edmonds, Washington