Hold times are unreasonably long and inexcuseable

[RP100]

Verizon Customer Service Please Listen and Change:

I and my family have been loyal customers of yours for nearly 20 years. In general we have been satisfied with your phone service and customer service - that is until recently.

I received an account security notice asking me to contact Verizon - I needed to speak with an individual as this was not something that could be handled by a digital assitant. Yesterday I was on hold for 45 minutes before I needed to give up. This morning (and as I type this) I have been on hold for 1 hour and 15 minutes.

Bottom line, if you cannot help your customers, they will not stay with you - consider that.

[mama23dogs]

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@RP100 wrote:

Verizon Customer Service Please Listen and Change:

I and my family have been loyal customers of yours for nearly 20 years. In general we have been satisfied with your phone service and customer service - that is until recently.

I received an account security notice asking me to contact Verizon - I needed to speak with an individual as this was not something that could be handled by a digital assitant. Yesterday I was on hold for 45 minutes before I needed to give up. This morning (and as I type this) I have been on hold for 1 hour and 15 minutes.

Bottom line, if you cannot help your customers, they will not stay with you - consider that.

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Let’s see, a huge outage   https://outage.report/us/verizon-wireless/map

Hurricane on east coast and Texas.  

And as if that weren’t enough, the latest iPhone just dropped.  

So while you may want to be first in line, there are other people out there who are waiting also,

[empireman]

I WIN!  I was on hold for nearly 4 HOURS!  This company is a JOKE!  They charge the highest fees, but treat their customers like GARBAGE!  Going to the Verizon store is just as bad.  The ONLY good thing about them is their coverage.  If another company would work in my mountain area - I would switch in a second!  SHAME ON YOU VERIZON!!

[vzw_customer_support]

empireman, 

I'm so sorry to hear that you have had to wait such a long time for assistance! We value you as a customer, and we want to make this right. I know how important it is to get your concerns resolved, and I'd like to help. May I ask the reason you were calling? We can address your issue right here, and work to ensure your concerns are resolved. 

MichelleH_VZW

[bearone21]

i've never waited for than 3-4 min, even calling mid-day & i go back to pre-verizon days.

[cdoug12]

Not sure who you are calling then, but it sure isn't Verizon Wireless. Every one of the five times I have called over the last two months to resolve two issues, I have waited on hold a MINIMUM of 45 minutes, with two calls exceding an hour and 15 minutes hold time. one call was on hold so long without ever reaching anyone that the call center closed and I was disconnected. 

Verizon has layed off thousands of call center workers this year and it is having direct impact on AHD (average hold time). Simple math - less peopl = longer waits for customers = mor $$$$ for Verizon. 

I'm unsure why the 'leaders' on the forums feel they must defend Verizon even when it is blatently wrong. For the prices Verizon charges, customers should expect prompt and excellent service, every time. Hire more people!

[DG53]

1 hour 40 minutes on hold-- so far. This is my third day trying to get through to a live person without success, and I have called at different times of the day.

Verizon used to have the best customer service (as surveyed by Consumer Reports magazine), which was in large measure why I've remained a long-time customer (4 lines @ $200- $250 / month).    I could've moved to a Verizon competitor, but instead stayed because of the service.  This thread of poor customer service began in September 2019, and we are now in May 2020 and the customer phone service response appears to have gotten much worse.

Do you suggest elevating this complaint to investor relations, or perhaps to the Chairman and the Board?  Any suggestions would be appreciated.  My wait time is now 1 hour and 50 minutes and counting.

[DG53]

I'm now been on hold for 1 hour and 50 minutes and am still waiting.

[vzw_customer_support]

DG53

I'm so sorry to hear that you have had to wait such a long time for assistance! We value you as a customer, and we want to make this right. I know how important it is to get your concerns resolved, and I'd like to help. May I ask the reason you were calling? We can address your issue right here, and work to ensure your concerns are resolved. 

EdwardL_VZW

[HateVerizon6655]

Combined over two attempts, 2 hours of wait time to cancel a line and I still have yet to get someone who can help. If Verizon requires you to call to cancel your service and you can never actually reach them via phone I suspect there is significant liability.

[mama23dogs]

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@HateVerizon6655 wrote:

Combined over two attempts, 2 hours of wait time to cancel a line and I still have yet to get someone who can help. If Verizon requires you to call to cancel your service and you can never actually reach them via phone I suspect there is significant liability.

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Every carrier has these complaints.

Every carrier requires you call to cancel a phone line.  
Porting your numbers out to a new carrier cancels the line and service.  

[vzw_customer_support]

We sincerely appreciate your loyalty for twenty years. One of our main goals is your satisfaction. Rest assured that we are always working hard to provide with the assistance you need as soon as possible. Your time is valuable for us too, and we would like to help with the security notice as soon as possible. To better assist you, please send us a message via Facebook or Twitter.

MariaV_VZW

[mama23dogs]

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@RP100 wrote:

Verizon Customer Service Please Listen and Change:

I and my family have been loyal customers of yours for nearly 20 years. In general we have been satisfied with your phone service and customer service - that is until recently.

I received an account security notice asking me to contact Verizon - I needed to speak with an individual as this was not something that could be handled by a digital assitant. Yesterday I was on hold for 45 minutes before I needed to give up. This morning (and as I type this) I have been on hold for 1 hour and 15 minutes.

Bottom line, if you cannot help your customers, they will not stay with you - consider that.

Found this on Reddit:

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[wmullin]

I was on hold for 90 minutes last night, and disconnected by VZ ten minutes before their "help" (if EVER there was a misnomer!) line closed for the day.  Currently ONLY 18 minutes on hold.  This is completely unacceptable

[glitchedpixel]

There's millions more customers besides yourself. Closed centers, iPhone 11 launch and late hours is going to do that.

Was your issue something 100% requiring an agent or was it something you wanted someone to do that you could do yourself?

[Karinaa]

We pay for a service. They are to make sure we are taken care of. The company needs to consider this with the long times. I don't care what and who they are calling. The long holds are inexcusable!

[vzw_customer_support]

Hello Karinaa, we apologize for the long hold times, we value your time and understand the importance of getting helped effectively. Please keep in mind that due to the Holiday Season and high incoming call/message volumes you will notice longer than expected hold times or delayed in responses. We appreciate your time and patience. Let us know if this cleared things up.

GilbertoL_VZW

[Johnp4162]

This is a typical garbage corporate response. Try hiring more people.

[Tigerstep]

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@Johnp4162 wrote:

This is a typical garbage corporate response. Try hiring more people.

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People need to try doing things on their own or stop fishing for credits just because their account is old. All this does is make customers with legitimate problems have to wait longer.

"Why is my bill higher?" Look at your bills, wasting 45 mins on hold for a rep to look at the same invoices is a waste of time.

"I've been a customer for X years!" Good for you, but everyone pays activation and upgrade fees. Tenure doesn't also translate to free phone.

"I can't pay my bill on time!" #PMT or my Verizon. Takes literally a few minutes at most to make a payment arrangement. You also don't get charged to do it.

"Can you honor this deal?" Verizon isn't Best Buy. Especially if it's something like a black Friday deal with limit quantity. Sometimes you miss a promo, it happens to all of us. Making a fuss about it when you know a rep can't do anything about poor timing is wasting everybody's time -- especially the other customers waiting.

Hiring more doesn't fix the problem of customers are who are wasting other customers time. I rarely contact Verizon and only called once in 2 years when an order was held. If more people learned self serve options, customers with real problems would have a lower wait time.

[cyberguycpt]

Im trying to cancel a line. It has nothing to do with any darn credits. This is not excusable. So far 37 minutes this is garbage. They are going to have me cancel and port everything. 

[vjbund]

Quality service is getting poorer every day.