Not sure if anyone else is having this issue, but the Agent on Live Chat just stopped communicating and eventually returned saying they took a break...DURING the Live Chat. This made the Chat last over 1 hour and then no conclusion because they stopped responding all together. How is this allowed without any Verizon oversight. It is totally disrespectful and so frustrating especially giving limited access to actual store during COVID.
Sir there are a couple of issues. several of which I am also having. First off as a former employee of VZW, they employee much 3rd party companies to handle call volume and online chat. So the person you are speaking to may be a 3rd party customer service rep. Also as you see, most of the reps you know get are actually in the Phillipines. with covid and the fear of spreading the virus in the US, VZW now has pushed many of its operations overseas to 3rd party companeis in countries whos laws may be a bit more relaxed. This is the trueth..you will not hear it from the representatives..I am actually about to write a letter to the CEO Relations department because even asking for a manager escalation is impossible..I worked at VZW 10 years ago and first call resolution was a priority back then. Trying to minimize callbacks to the call center was a priority.. No such metrics exist anymore
They are nothing more than bots repeating same scripts I have had hours of silence from one a manager repeat same script for 5 hours I can go on the telephone people no better
We're truly disappointed to learn this was your experience with our Chat Team, CJ1775. This is never what we want for you and we appreciate you bringing this to our attention. Feedback back has been submitted regarding this. It's also important your concerns were addressed. Please tell us more about what had you chatting with us.
I have that same experience twice now--one just a minute ago. They don't go on break--they just stop communicating because they don't want you to leave negative feedback with the survey at the end. It's how they get out of getting bad reviews.
I have the same problem. I get one quick response about 15 minutes apart. And they never answer my questions. I just wanted to cancel my phone trade. I've been waiting an hour and still can't get them to verify they will cancel it. They come back with stuff like "I'm working on your request" and "I want you to be confident of the resolution that you will get through this chat." The problem is that there IS NO RESOLUTION! I think they just stop responding hoping you will leave. I eventually click to end the chat and then give negative feedback, but it doesn't matter.
We are sorry to know about this situation, we want to make sure this is properly resolved. We have sent you a private note to further assist you.~Pam
Similar issue. I made a warranty upgrade (from Pixel 6 to Pixel 6 Pro) and the order was lost. I've been trying to get it resolved and yesterday had two CHATs (no phone centers open on weekend). The first one lasted 45 minutes, and then after agent said let me look into this further, CHAT ended. No goodbye, no warning. It took me another 15 minutes to realize the agent was gone and I was getting "Not delivered" messages
Tried again later in morning, and this time was on CHAT with agent for over 1 hr. Same thing - after agent said cannot find order, I asked 'what do you recommend I do now'. No response. 10 minutes later getting "Not delivered" messages.
Now I cannot even get CHAT to work. It doesn't respond to any questions. Have logged out and back in, have rebooted laptop...nothing.
I had no idea Verizon has such terrible service. It's insane. They've effectively cheated me out of my upgrade because "sorry, your past the 30 day warranty time"
This despite phone calls and chats, including the original order on Nov 15 (15 days after original purchase) and follow up Nov 27 (3 days before 30 day warranty expires) wherein I was told the order had been shipped and was due into local store Nov 30.
Wow - crazy frustrating.