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I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.
If I understand your question correctly ... this is a customer-to-customer forum. Verizon reps occasionally pop in to answer questions, but often a week or so after something has been posted so that customers have a chance to respond first. Verizon reps can be identified by their rank and name.
actually, I have another question... I dont know that this is a question that a can answer, but the idea of having community leaders has to be to reduce or filter the number of real support tickets or help requests that Verizon has to answer themselves with their own staff. But my question is, how and when does a support questions get escalated to a real Verizon for resolution? I have to believe that the communities are being monitored, but what is the trigger or escalation that occurs to get to someone who can solve a problem?
A post will not be "escalated" as you indicate without the person with the concern actually contacting Verizon customer service. That is not the purpose of this forum. It is still on the person with the problem to initiate contact with Verizon CS.
And this forum is moderated, but not in the sense you may be thinking. This is a self-policing forum for the most part. Anyone can click the 'abuse' button and report a post. The Mods will then take the post down, review it, and then handle accordingly (keep down, re-post with edits, re-post without edits).
i believe more and more businesses are offering this type of community. we definitely don't replace any paid employees. however, we do enjoy helping out when we can, and often times may be a quicker option. a lot of questions people have, have already been answered here so they can find it without going to a store or holding for customer service. it's much more generic than actual customer service, but if you happen to have a device that someone else here has and is more familiar with it than you, than they can often answer your question. i think it's great because with SO MANY different devices now, i couldn't possibly expect a customer service rep to know them all inside and out. they can pull up a manual, or may happen to know a particular device well, but here you can find others with your device and your questions/issues.