Slow Data Maladroit Customer Service
Terryz1
Enthusiast - Level 3

I originally called Verizon over a month ago because my Personal Hotspot wasn’t working, and now, over a month later there is still no resolution. 

I have asked kindly and repeatedly to be escalated to a person that can resolve my problem. 

Unfortunately, since then, have learned way too much about telecom companies in general and Verizon in particular.  Since I can’t seem to reach someone competent through the avenues provided by Verizon: email, chat, toll free numbers, I will attempt to shame them into doing the right thing. Some facts about Verizon that I’ve come to learn over past month:

  • No doubt prepaid and postpaid customers are treated differently, throttled data and sub standard support are just just a couple differences
  • Data speeds are not even close to what’s advertised, my latest “Speedtest” results, .03 mb/s, barely enough to support a call
  • prepaid customers appear to be leaving Verizon in favor of competitors (Of course i’m neither a market analyst or telecom employee).  Verizon wireless customers went from approx. 150 to 120 million between 2019 and 2020. 
  • Frontline Customer Support/Technical service representatives are incentivized to waste customers time by forcing them to repeat information that’s already part of the record, and not forward them to a resolution, person or team.

I could go on but I’m quickly nearing my daily, two hour, deal with Verizon issue deadline.   For a company that recently spent billions on Tracphone, it is in Verizon’s interest to improve prepaid customer retention. I personally have no intention of migrating to a Verizon postpaid plan.  Which BTW, and I hate to have to mention it, has absolutely nothing to do with my credit rating. Rather, I will simply move to another company.  

Thanks for reading and stay safe!

1 Solution
9wood
Specialist - Level 2

Completely Agree with you I myself have been trying for months to get my issue resolved just get script reply and hung up on 1 ticket was totally ignored other 2 just got automatic reply script which was nothing more than there repeated script over a month ago I was told a schedule visit would happen i.e someone going to tower to fix it not been done latest excuse prepaid towers don't get fixed 

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2 Replies
9wood
Specialist - Level 2

Completely Agree with you I myself have been trying for months to get my issue resolved just get script reply and hung up on 1 ticket was totally ignored other 2 just got automatic reply script which was nothing more than there repeated script over a month ago I was told a schedule visit would happen i.e someone going to tower to fix it not been done latest excuse prepaid towers don't get fixed 

GWHEELO
Enthusiast - Level 2

I find it crazy the number of people who have spent hours with customer service with no resolution. Almost always it is mentioned that they repeatedly ask to be escalated but there is no means to reach senior managers and those who we, as the minion worthless consumers, have access to via the customer service number, have no ability to do just about anything. 

It appears there is no accountability in the customer service "off shore" call center relm. 

I am sorry your going through this, just know you're not alone.  They are repeatedly failing us all. The only consistent reliable service Verizon provides is poor customer service. Everything else they promise and offer is unreliable and rare at best.

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