I really feel as though Verizon could care less about its current customers. I had the worst customer service experience of my life tonight trying to order an upgrade to my current phone. The order took an hour and a half and required the rep to send codes twice to my phone. Then the order took so long, the website timed me out and reloaded and the entire conversation and order was lost! I kept asking if the rep was there and no answer. I was sent to a different rep who told me that I wouldn't be compensated for the hour and half of my time that they had wasted but she would be happy to send me off to customer care to take my complaint. She gave me a link to click and when I followed it I went straight back to sales! The new rep also told me they wouldn't help me regarding my lost time but they would be happy to sell me stuff if I would just let them send more codes to my phone and then asked me to reiterate the order that took me an hour and half! When I asked if I just send them the chat conversation which I had copied and pasted, the rep disappeared and more of my time was wasted. I realized tonight that I shouldn't bother actually trying to do any business with Verizon, I should just keep the cruddy old phone I have as long as possible and then switch to a different provider when I absolutely can't use it anymore. Its a shame because I have been a loyal Verizon customer for years and years. This was a horrible but very eye-opening experience. I am going to try to attach the chat logs to this message so people can see what I went though. What I will try to post is from conversations 1 & 3. I did not copy conversation 2.
Apologies, apparently I am not able to add in the chat logs as a text file attachment but I will try to find some other way to upload them here.
My experience with chat unless lucky to find good rep is that they are nothing more than bots who repeat same script over and over I have had some go silent for hours maybe they went home laughing who knows but had happened to me often
That sounds very similar to my experience as well. I wonder if they are being forced to take multiple chats at once since you can do that with text but not over the phone. It seems like a terrible decision for customer service but I can see someone believing that this would be an increase in productivity. Too bad the human brain doesn't function in a way that is ideal for greedy corporations! I am trying to decide now what to do and where to switch my service since its clear Verizon doesn't care about its current customers at all.
sewhylly, we truly value your loyalty and we never want to see you go. Upgrading to a new device should always be a joyous experience and we are sorry to hear that this has not been the case. All of your feedback is appreciated and we will forward your concern. Allow us the opportunity to assist you with a resolution. Can you please let us know if you still need assistance with placing the order?
I ordered a new phone online twice, only to find out I didn't. Finally ordered direct from Apple!
When I tried to register a mobile booster for remote driving with poor reception, I wasted two hours dealing with a non responsive system that never answered my questions.
Verizon Customer service is the absolute WORST!
Jimbo37, we do expect our customers to receive nothing but stellar customer service when you're reaching out to us for assistance. Our goal is to make sure that all devices and accessories are working. Are you still having issues? KevinR_VZW
Hello - I am having the same issue with technical support (there is none). Tried 4x chat conversations with someone probably juggling 10 other calls, and can't pay attention to my issue. it's IMPOSSIBLE to reach anyone by voice. What happened to customer service at Verizon? Is there a number or email we can complain to? The CA DMV does better than this!!!
They are juggling 10 other chats, at least. Verizon customer service is GONE!!! They used to be a company that cared about customers! Now they won't even answer the phone at their stores?