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This Entry is Rated:
5
with 2 votes!


08/21/10 | 15:09PM
How to cost verizon money and/or get resolution

Call in often an in short spurts

I am not certain this works with cell phones and direct tv but for dsl and dry loop it should if enough people do it. Most, if not all, these call centres get paid by volume and duration of the call. Generally, the shorter the call (inbound), the better the handle time (AHT in call centre lingo). Therefore calling in every hour for five minutes will eventually lower the centre’s handle time to make Verizon pay out more. Just hang up after 3-5 minutes and don’t worry about them calling you back – supervisor in the centres discourage it even though Verizon insist – both are out for the money not the customer.

Have them send you modems or techs

This adds up as well. For the modems make sure you lie about the light status – better yet just unplug it before you call. The techs in these centres are poorly trained and really know little about computers and technology for the most part. When they run their diagnostics they will see no sync between you and the CO – humor them and say you are doing what they ask. Eventually they will send you a new modem (if in warranty) or a truck roll. If nothing was actually wrong keep the modem unplugged if you can for daytime to fool their auto testing and avoid them closing the ticket. If a tech comes out let him in and let him figure out whatever for himself – creates bad blood between them and the centres.

Work your way to the top

Ask for a supervisor and understand that you probably will be talking to an escalation agent. Ask for the next person up and insist it’s an actual supervisor and get the names and ids (the traceable ones begin with the letter z or rarely v). Then ask for a manager – most of these centres have two or more – remember you are still dealing with a call centre and not Verizon. Now here is where you have to be really persistent since the next person on top is also the least knowledgeable about the inner workings of Verizon – site manager – the rules of the centres state that these people must be ready to accept calls so warn them that this is all is being reported. Lastly – refuse to hang up until you talk to a vendor manager – these are the actual Verizon people and can get things done very quickly.

Make a corporate complaint

These go directly to Presidential Appeals and must be addressed.
http://www.livetinc.com/complain/customer_service_va-vz.html

extech - Verizon H8er ID: 3594C1



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