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11/30/11 | 21:56PM
I would rather pull out my own teeth than deal with the incompetent people of Verizon

I called Verizon up to see if I could save a little money and make a slight change to our business account. I was told I could add on TV service, upgrade internet, and change our phone lines so we wouldn't have to dial 9 to place a call and that would save us a little on our monthly bill. When the technician came out to look at our internet he informed us they wouldn't be able to do anything with the internet as it would interfere with our current internet and would have to be turned off in order to change it. We decided to cancel the order, but still asked if we could change our phone lines. They told us they would be able to do it and it would be between 24 and 48 hours. They never showed, so I called up there to see what the problem was and found out they had cancelled the whole order. I was a little irritated, but went ahead and made another order.

After about a week, we get a call from one of our customers saying they tried to leave a message for us about a $15,000 job, but it wouldn't go to our voicemail and that it was lucky they had our personal cellphone numbers or they wouldn't have been able to reach us. Who knows how many jobs we missed due to Verizon's mistakes. I call up to Verizon to see what the issue is and am told that we don't have a voice mailbox and they would have to build a new one for us. They then went on to say their Tech Support department is no longer able to construct them due to way too many mistakes and someone would be contacting me by the end of the day. We were able to get our mailbox up and running again, but they failed to tell us they also changed the number and passcode to access it. Finally, after talking to at least 3 different people, we were able to access our mailbox again.

Another week goes by and the owner of the company calls to leave us a message, but informs us that the line he called goes to a voice mailbox from 8 years ago. After unsuccessfully trying to access the mailbox, I have to call Verizon yet again. They tell me it is because of a "line hunt" issue and that they would correct the issue within 24 hours.

It is now two weeks later and I had to call AGAIN to resolve the issue. When Tech Support finally picks up, they ask if I'm sure I even have service with them because they don't see it on my account. I tell her "Yes of course I have phone service with y'all, I've been dealing with the same issue for the last couple of months," to which she replies "Oh yes I see that now, the first call was placed October 12th, corrected on November 4th, and again on November 17th, is this correct?" so I explain what has been going on and she transfers me to their Billing department. I'm then told they don't need to set anything up and it is a Tech issue, so I'm again transferred. The rude employee "helping" me asks to put me on hold so she can research my account and see if she can find the issue. When she THINKS I'm on hold I hear "OH honey I love that color shirt on you, did your wife pick it out? *unintelligible reply* How is the dog situation? *reply* AND she made you get rid of the cat?! *reply*" she then mumbles something, giggles and says "Yea, I don't even think she (referring to me) knows she's even on hold *laughs*" and then comes back on the phone and politely says "Thank you for holding ma'am, I'll be transferring you to someone who will be able to help you with the issue," and sends me back to the Billing department. Thankfully, she sends me to the only intelligent employee who apologizes sincerely after I explain to her what has been happening to me and tells me she won't be transferring me anymore and that she will call Tech Support herself to resolve it. Unfortunately, they can't help her and she has to transfer me, but stays on the line to make sure they answer. Finally they pick up and after having to explain my situation again, the non-english speaking "expert" runs a test on the WRONG line and says there is no issue and that someone would have to physically come out to check the phone. The person they were sending out calls an hour later to verify the order and our address, so I explain my situation and the problem is corrected in under 15 minutes over the phone.

Anonymous - Verizon H8er ID: B59BBF



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Replies
12/01/11 | 8:18AM
You are transfered so many times because the 'Union' contract does not allow one department to perform another departments work.
This is the unions way of keeping jobs. The union DOES NOT give 2 shits about the customers. It's a 'me, me, me' attitude. Not only that........in some cases the computers do not talk to each other so one department can't access the database that is required. AND..........to justify the work, department call centers log the volume of calls they receive. Another way the union says."see we have a large volume of calls here so you can't close this center and consolidate".

Thank God for unions!!!!!

Former Vz manager - Verizon H8er ID: 5ED545

12/02/11 | 3:34AM
Unions aren't the issue. Vendors are. Verizon has been replacing employees with years of experience with outsourced reps whose salary matches their skill set. Union employees know their stuff; they've the most experience and they're the highest-paid. I'm not a Verizon business rep but I will tell you in a union environment the rep who cancelled the order is responsible for replacing it with another. In a union environment line hunting and Voicemail are two different things. In a union environment the calls are not only recorded but timed as well and any customer mistreat is grounds for dismissal.

The easiest way to know if you're speaking to a vendor or an actual worker i.e. union/contracted employee is to find out where they are located. Chances are they're not in the same State as you. Even more telling is their job description. Union reps are known as Universal reps. They can handle any task from sales to service and billing.

I've spent years working with Verizon and in the past 3-4 I've noticed a huge decrease in the intelligence level of these people they have now taking calls. The corporate greed is disgustingly obvious. They get what they pay for by hiring these fools but what about the rest of us?

Anonymous - Verizon H8er ID: 5A5CD3

12/02/11 | 8:18AM
You are partially correct....However those call centers, unless they are DSL which is handled in INDIA are union employees. I know I worked in one. I don't know where you are from but here in the northeast none of the union jobs are outsourced. This is by contract. You sound as though you are in the union.

Former Vz manager - Verizon H8er ID: 5ED545

12/03/11 | 4:30AM
There are now call centers in FL, AZ and IN that take calls for the entire Verizon footprint including the Northeast. India, Mexico and lately CA take HSI (DSL) tech calls.

Anonymous - Verizon H8er ID: E16256

12/03/11 | 11:15AM
How do you know this??

Former Vz manager - Verizon H8er ID: 5ED545

12/03/11 | 17:24PM
I ask. I can tell the difference when I call there between a worker and a vendor. Their name usually gives them away as well. No long term employee goes by the name Desiree or Denzel plus the way they speak. "Lemme axe you a question" generally tells me I'm speaking to incompetence!

Why are you a former manager? Were you one of their many victims of a riff? If so, I'm sorry to hear that.

This company pretty much forgot how to provide service and apparently just cares about numbers. They let the wrong managers go.

Anonymous - Verizon H8er ID: 60940B

12/11/11 | 20:54PM
Yup I got rif'd. Was there over 20 years. I can tell you first hand they DO NOT care for the customers. I no longer have service with them.....that should tell you a lot about the company......get away from them as fast as you can.

Former Vz manager - Verizon H8er ID: 5ED545


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