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,

[bearone21]

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

[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

[vjbund]

Quality service is getting poorer every day.

[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?

[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!

[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!