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In tears! Bad Customer service online agents
Jessicatc
Member

2 hours waisted on chat with an agent name Susan and another one Emely. I have never in my 30 years wrote a bad review but man I was literally in tears after the bad service it was provided. First of all 2 hours!? I wanted to buy a new phone and add a line I am an existing customer already Agent would ask me a question then go Mia for 20 or 30 min I had to ask if she was still there. I have lots a patience because I know most would have not stayed for 2 hrs! But I work  all day come home to a busy house hold finally got so free time Which is why maybe I understood it was taking for ever sconce it was 9pm. But after 2 hrs another agent pops on my screen and says she will need all the information again I literally livid. Is not like we got disconnected they literally switch the agent. I asked her why she needed all the information again (which would have been no problem if it only did NOT have taken 2hrs) she said she don’t know chat was sent to her and she need. So frustrated now 11:30 pm but had to share my experience.. just bad bad customer service! 

Re: In tears! Bad Customer service online agents
Tigerstep
Sr. Member

There's this pandemic going around. Lots of stores are closed which means more people calling in/using chat vs going to a store.

Unless there was a genuine billing error or a disconnect, you can do everything from your My Verizon account in a fraction of the time of working with an agent.

Not excusing the first rep, but I do know for a fact they have multiple chats open at any given time and Verizon reps in general are understaffed.

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Re: In tears! Bad Customer service online agents
iamchriztopher

🗣I think and this is only an observation but, the young lady isn't an blockhead the WORLD knows about the pandemic. And it isn't her fault the agents aren't qualified to do the job they were hired for. Don't accept the job if you can't handle it or quit. Verizon shouldn't hire individuals unless they can do their jobs. Take it easy on the young lady. If she read your response you probably made her cry even more. 4 hours NO! - 2 then repeat everything again then 2 more hours?  totally unacceptable and we all know it. 🙄

Re: In tears! Bad Customer service online agents
8krungirl
Member

Hi Jessicatc, Thank you for sharing your experience.  I am sorry you had a negative experience with Verizon and I can certainly sympathize with you.  I was a loyal Verizon customer for many years and usually had much praise for their customer service.  I switched to another carrier in 2016 and then decided to come back to Verizon last year because of past fond memories.  However, from my recent experience and in my opinion, the consistency in the high quality of customer care is no longer a shining star for Verizon due to extensive wait times, variation in the knowledge of customer representatives, and lack of resolution.  Yes, COVID happened, but being short staffed is not an excuse for poor customer service once a customer actually gets through to a live person.  I don't have an answer for you, but want you to know you are not alone.  After my most recent issue, I am considering other options myself.  Hope everything works out with your phone.

Re: In tears! Bad Customer service online agents
vzw_customer_support
Customer Support

8krungirl, 

 

We are disappointed to hear about the experience you have had. This is not what we want for any of our customers. We would love the opportunity to turn this around. Do you still have questions or concerns we can address?

 

JenelleW_VZW

Re: In tears! Bad Customer service online agents
8krungirl
Member

Hi JenelleW,

I appreciate you responding to my comment on this post.  Unfortunately, I have reached out to Verizon 3 different times regarding my employee discount issue and no one was able to help me and I will be paying more. I understand Verizon requires re-validation for employee discounts to prevent abuse of the discount, but not extending the validation period during the COVID pandemic, I don't understand. Not everyone has a work email or can get access to their paystubs. Taking away the employee discount and having people pay more for their cellular service during economic uncertainty is adding insult to injury. If, for example, insurance companies are giving discounts to customers to show they they understand and care, why is Verizon at least not increasing the financial burden on its customers, like taking away an employee discount from loyal customers? Sure, Verizon can point out that they can give an 8% loyalty discount, but it's still not 15%-25%.  I have been a huge fan and proponent of Verizon for so many years, but now I just can't defend Verizon anymore. If your customer service is on par with the other carriers, which isn't all that great, why would I choose to pay more?  Again, thank you for reaching out. Wished there were more reps like you who seem like you actually care. Be safe.

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Re: In tears! Bad Customer service online agents
STNYALL454
Member

I just asked a question here at the forum.  I received one generic reply which didn't even address my concern and then Verizon just bailed on me. When they don't have legitimate answers they simply ignore you.

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Re: In tears! Bad Customer service online agents
mykalibaby
Member

I have been trying to talk to an agent for over six hours. The chat agent kept telling me my bill is in collections and I am looking at him, like if that was the case how come I have somewhat phone service and my bill was paid way before the due date. Been with them 20 years and their service is bad. I reach out for support because I can only make calls , messages only when I am connected to WIFI and they send me after I call to talk by text well after an hour staring at my phone I call back just to be hang up. I tried again they gave me troubleshooting options I switch sim card now my pone is still saying no sim card and once again I hear good bye. I hear your frustration. 

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Re: In tears! Bad Customer service online agents
Vince1023
Member

After talking to various representatives over an error a sales representative made I feel like I’m getting nowhere. I was guaranteed last year when I purchased my iPhone XS Max that I was able to get a new iPhone every year. This year when I reached my 12th payment I found out that he signed me up for a two year contract and it’s not fair. It’s not what I signed up for. No one will assist me and others promise me that they’d waive my current agreement if I returned my phone in good condition. I’ve talked to Verizon Core, Verizon Customer Support, I’ve been physically in store and no matter how many times I try to show them the terms and conditions they just walk away. I have documented the times that I was promised that it would be fixed. I just feel defeated. I’ve been with Verizon for 14 years and never have I ever had an issue like this. One store even had me remove my $40 ZAGG screen protector and factory reset my phone just to give me an excuse why they can’t upgrade my line. I’m in tears and I don’t think I can stay with Verizon after poor service engagement like this.

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Re: In tears! Bad Customer service online agents
Cecelia2
Member

I am also having problem with Customer Service.  I ordered new iPhone SE 2020; as well as a Otterbox case, shield, and other accessories.  I also took advantage of the Apple Watch offer.  They transposed my street numbers so FedEx won’t deliver my new phone.  

However the Apple Watch promised for delivery a week after the new iPhone was delivered today.  

My iPhone has not yet arrived.  I am without a working phone.  My old phone doesn’t work.  I need a working phone.  The suggestion to have someone pickup new phone from FedEx is not workable.  FedEx will not let someone else pick up packages.  I am in a nursing home with a fractured hip, so I can not get out.  Also nursing homes still not allowing visitors.  At this point we can receive deliveries from delivery services.  

Today I spent just under four hours on chat with Customer Service.  I felt as though they were trying to help me, but they lacked the support to be able to assist me.  In the end I didn’t get the help I need.  For instance I cannot borrow a phone from a family member to call FedEx.

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