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07/05/11 | 19:37PM
WHY VERIZON DOES NOT WORK

I have had numerous interactions with customer service and the chat session below merely highlights the real problem. Verizon does not empower its staff to fix problems. It compartmentalizes so much of the work that you can never just speak to one person and get results. Whenever I have an issue with Verizon either on my mobile devices or FIOS service, it takes layers of people to resolve the issue and hours of my time explaining and starting over with each staff person. It is not that the majority of the staff don'e want to help. The fault is at the top and a poorly designed customer service model. They have designed a process fo layering that can do nothing else but frustrate customers. I would understand and even put up with equipment issues if in fact I could speak to staff person at verizon the first time who is able to help me. Going through layers of customer service reps before getting any help only makes customers at the explode level by the time they get to the end of the line of staff.

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Please hold for a Verizon Wireless sales representative to assist you with your order. Thank you for your patience.

You are now chatting with 'Kevin'

Kevin: Hello. Thank you for visiting our chat service. May I help you with your order today?

Dave: I am needing to suspend service on the mifi device and your system is saying it cannot do that right now but I suspended another service on one of my phones.

Kevin: I'd be happy to assist you.

Kevin: I would need to transfer you to our service chat,

Kevin: Would that be ok?

Dave: OK

Kevin: Pleas hold...

Please wait while I transfer the chat to the best suited Verizon Wireless online agent.

Thank you for contacting Verizon Wireless. My name is 'Ambria', how may I assist you?

Ambria: Thank you for visiting our website. My name is Ambria , how may I assist you today?

Dave: I need to temporarily suspend service on the MiFi device under my account.

Ambria: I can assist you with having the service suspended today.

Dave: Thanks the online was not working

Ambria: May I please have your 10 digit mobile number and First and Last name to better assist you?

Dave: **************

Ambria: What is the reason for suspending your service?

Dave:Just not going to use it in the upcoming months

Dave: Will need it just in suspend though so I can turn back on when needed

Ambria: The phone can be suspend for 90 days and will reconnect. You can have the line re-suspended. You can suspend with or without billing. Without billing the number of days suspended is the number of days the contract will extend.

Dave: This is not correct. I am not suspending my phone just the MiFi device and there is no contract on it, I paid full retail.

Ambria: If it's not under contract then there will be no extension.

Dave: No contract is on the MiFi but please confirm that is the device and phone number you are suspending. DO NOT suspened my main line or any other phones.

Ambria: I wasn't going to suspend all lines only the line you are referring to and line 9553 is not under contract.

Dave: Okay just wanted to be sure. I have had issues in the past with agents not understanding. Thanks

Ambria: You are welcome. Are you wanting the line suspended?

Dave: Yes

Ambria: Without billing?

Dave: Correct

Ambria: Ok. Give me one moment.

Ambria: Thanks for holding.

Ambria: Currently it is not allowing me to suspend the line on the account. You can contact Customer Service at 1-800-922-0204 option 0 to have the line suspended and I can remain on the chat with you. I have also notated the account.

Dave: This is crazy. I came here to the chat because I could not do it online. I just suspended another service on one of my phones and it worked fine. Why do I need to go to third person/source to have this done after already trying two?

Ambria: If it would let me do it I would proceed to suspend the line on your account. Since it is not allowing the change to go through you will want to contact them in order to have the change made on your account.

Dave: So why would they have authority and ability to do this if neither you or I can do it? Seems like an intentional delay on Verizon's part to make this hard to do. I really hate Verizon's customers service on stuff like this, I run into these roadblocks all the time.


(Chat goes on until confirming Ambria can do nothing and my only option is to now call and wait on the phone for help.)

Anonymous - Verizon H8er ID: 6A38F2



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Replies
07/05/11 | 22:48PM
I agree, it is just too large and poorly managed.

Anonymous - Verizon H8er ID: 6A38F2

07/06/11 | 17:03PM
Whether it's V-Zon Wireless or land-line service, their customer service model is the worst in business but it continues to aggravate and alienate their customers,us.I just posted and all I've done is debate, argue and explode in rage while talking with these talking heads.Ideally,they need to just "go away."

Rob in Nokomis FL - Verizon H8er ID: 8BB1BE

08/07/11 | 5:57AM
you are so right. It is not the customer service rep on the other end that is the problem. This company has a plan, and the plan is to keep you stuck either on the phone in their VRU system or held hostage on the internet trying to make changes. They have no intentions of paying skilled labor. They outsource work to people who do not take a vested interest in the company. If you are a lucky customer that actually gets a verizon worker who has shares in the company, you hit pay dirt. They want to help. Corporate Greed at its best, they want you to buy their products, recommend their service. After you do all that. They no longer want to hear from you. They don't want to help you, they want to pay some one $3.00 a day to fix your problem. All the while we as customers continue to pay for our mobile devices, land lines, internet accounts, TV services. The main point is Verizon is so top heavy with fat cats they feel they don't need you as a customer. Your a burden. They need to wake up and realize people pay big money for their communication needs, and they will take them elsewhere. The ceo's of this company make 55,000.00 a day. shame on the share holders, wall street and the gov. to allow such greed, at the customers expense.

Anonymous - Verizon H8er ID: 6855B1


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