So I just completed a 2.5 hr long chat with Verizon reps. (not kidding) Trying to activate a device with a SIM that was sent to me by VZ.
As exasperating as the length of chat was, it was made even more frustrating by the fact that it takes forever for the VZ Agent to respond to very simple questions. It seems to me that they are probably handling multiple chats at once - otherwise, I have to say that the response times are just unacceptable. I'm a long-time VZ customer (close to 20 yrs) and pretty patient, but when you finish a 2.5 hr long ordeal with no resolution, it's hard to be positive.
Unlike other companies who offer chat, I notice that VZ's chats do not include time stamps. Was this done purposely because they know chat responses are unbearable?
customer-88, I am sorry to hear you feel this way. I assure you this is not the impression we would like for you to have of us. I know how valuable your time is and that it is not to be wasted. Keep in mind that we answer post and chats in the order they are received. I apologize for any wait time you may have experienced as we are working to service all our customers. Also, all post are automatically timestamped on your end and ours. We do not withhold that information for any reason. I would like to turn this experience around for you if possible. The most important thing right now is getting your phone activated. What exactly happened with the activation?
I am going through this exact same experience now… hardly getting any responses at all and it is SO frustrating. As someone who works in tech and uses a chat feature with many different online services this is the absolute worst experience I have ever had. It is ridiculous! Get it together Verizon.
I had the same experience!
My new line had some activation issue. It tooks me probably 2 hours to finish the not working process where the agent kept asking for IMEI and ICCID and requesting to reboot the phone.
Then, another 1.5 hours to talk to sales team because they said I need to get a new line.
Then, another 2 hours to work with customer service to go over the rebooting process all over again and to cancel the line and get my refund.
Verizon customer service is really awefull!!!