Re: Hold times are unreasonably long and inexcuseable
krisco64
Enthusiast - Level 1

Currently on hold right now. It's been 35 minutes and I am getting madder by the second. I have been a customer since before Verizon was Verizon. Totally unacceptable.

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Re: Hold times are unreasonably long and inexcuseable
vzw_customer_support
Customer Service Rep

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

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Re: Hold times are unreasonably long and inexcuseable
Johnp4162
Enthusiast - Level 1

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

Re: Hold times are unreasonably long and inexcuseable
Tigerstep
Specialist - Level 3

@Johnp4162 wrote:

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


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.

Re: Hold times are unreasonably long and inexcuseable
Jtip1025
Enthusiast - Level 1

Totally agree.  It's not tied to an outage.  I've called multiple times lately and it's always 20 minute hold at minimum. I waited almost an hour on atleast one occasion.  No excuse for that long of a hold.  I can understand a few minutes but 20 mins to an hour isn't acceptable.  

Re: Hold times are unreasonably long and inexcuseable
BBKing2020
Enthusiast - Level 3

lol, isn't it the normal wait time? Their phone line is always "volumn is higher than normal". I guess 45 minutes is their "normal" wait time. at least that's what I am experiencing so far and I just switched to VZM from T-mobile. I never need to wait more than 5 mins with T-mobile. 

Re: Hold times are unreasonably long and inexcuseable
vzw_customer_support
Customer Service Rep

I apologize for the long hold time on the phones, Jtip1025. Are there any specific Verizon Wireless questions that we can answer for you via this channel?

 

AntonioC_VZW

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Re: Hold times are unreasonably long and inexcuseable
JamesK4
Enthusiast - Level 1

Currently on hold at 1 hour and 15 minutes. Not including my last two times, 58 minutes and 35 minutes (gave up). 

you terrible verizon 

Re: Hold times are unreasonably long and inexcuseable
vzw_customer_support
Customer Service Rep

I know your time is valuable, JamesK4. I'm really sorry about the long hold times. We have had a really high volume across all platforms. However, is there something we can help you with right here? 

 

 

VanessaS_VZW

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Re: Hold times are unreasonably long and inexcuseable
cyberguycpt
Enthusiast - Level 1

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.