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Verizon Customer Support is terrible!
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Feb 23, 2008 Verizon complaint by Craig Thayer |
Verizon has one objective only and that is to sell their products/services. They have no desire to provide even minimal customer service or support once they have you hooked on one of their plans. The following is just a small fraction of the problems one will discover once they have become a Verizon customer:
o Bankers hours for customer service (i.e., only available 8-6 M-F)
o Ridiculously poor automated phone system (and they’re a telecommunications company)
- drops calls
- recycles the same questions after you have answered them
- menuing system gets lost and directs you to the wrong department
- doesn't provide an accurate wait time
- no apparent way to bypass all the menus to speak with a real human
- confusing list of options and departments (some of which seem to overlap)
- tedious and time consuming
o Human support (if you're lucky enough to get any)
- is unlikely to speak and understand English very well
- is likely to be totally incompetent (they’ll regurgitate the same garbage their email bots send out)
- is likely to attempt to "connect you" to another dept or 3rd party when they can't resolve your problem (naturally, the phone call will get dropped or it’ll be the wrong department for your problem)
- ??? (as I said, you're lucky if you ever get to speak with a human)
o No online chat capability for tech support
o Email tech support turnaround is 2 business days (maybe)
o Email support’s typical response comes from a dumb bot (i.e., response is highly likely to not only not answer your question, but to have nothing whatsoever to do with your question)
o No single contact point for Cellular, FIOS, land phone, Internet, DSL, TV, etc. (different URL and user ID and password for different services)
I could go on and on, but I've already wasted far too many hours with Verizon "support" and still have not resolved my problem—and this is not my first excursion into Verizon support never-never land.
Their products are decent (I have FIOS internet, TV, land phone, and wireless), but their after sale support is virtually non-existent. Judging from the amount of money they spend on advertising as opposed to customer support, it is clear they care only about the next sale and could care less about existing customers.
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1. Written by Grow up, on 12-03-2008 14:50
I don’t how you messed up a phone exchange, the box is pre-labeled for return, i know, i broke my phone and used there replacement policy. Zero cost to me other then the insurance for the phone. As for wait time, i work customer service and most people when they quote wait times are full of it. Also, i bet you called on your lunch break, like ever other person who suffers from single customer syndrome. As for being rerouted and hung up on, I bet you were really rude and demaned service. If you follow the golden rule, you will get the best service you could ask for, but i doubt anyone who would complain on a site like this will understand what the golden rule really means
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2. Written by thosepeople, on 08-03-2008 17:36
I had to have a phone replaced in August by mail. I was told not to return the broken phone. No mailing label was included with the replacement either. Two months later I was called and asked how I was paying the $99.99 for the unreturned equipment?
It took another six weeks and five phone calls to get a mailing label. It took three more months after that to get the charge taken off my bill.
I lost count of all the calls to have late charges removed. Apparently it was all my fault they didn't get the equipment off my bill for three months.
Oh, and all four phone were cut off. Verizon "complimented" my account by restoring service and not charging a reconnection fee.
I'm so sick of Verizon.
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3. Written by Subership, on 06-03-2008 21:07
I have waited on hold for over 3 hours, had to take 3 days to make contact, and then had the representative put me on hold for another 45 minutes trying to correct mistakes with Verizon DSL. I only got assistance by contacting the attorned general and the BBB. I wouldn't use Verizon Bundled Services or FIOS despite the product unless they were absolutely the only choice available. I know they are supposedly correcting some of the issues, but they haven't bothered to notify their collection agency who harrasses individuals.
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Consumer Forum is another great place to discuss consumer concerns NOT RELATED to this article. |
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