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Customer Service not knowledgeable?

JEFKNI37
Miembro

Has anyone else been offered agreements from multiple Customer Service representatives, only to later have subsequent reps tell you that they could not make the agreements?  Is it a roll of the dice of getting someone that actually has agreement authority?

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Re: Customer Service not knowledgeable?

teeshot
Novice

Has happened a number of times.  I even provided a copy of chat transcript for one instance and was told they were sorry but they couldn't be responsible if someone furnished incorrect information.

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Re: Customer Service not knowledgeable?

glitchedpixel
Sr. Member

"agreement authority" isn't a thing. Information is either accurate or not.

Some general information is easily found on your My Verizon account. It's why you never look at an advert banner is take a sales rep's word for anything without basic research - especially if it's pricing on plans and equipment. (Like how unlimited data for one phone isn't $40, but 4+ on auto pay)

From personal experience, store reps and chat reps are the worst in getting accurate information from. Tenured agents that aren't afraid to tell you what you don't want to hear are the most honest.

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Re: Customer Service not knowledgeable?

jaimeg_vzw
VZ Employee Emeritus

This is certainly not the experience we want for you, JEFKNI37. We are here to help turn things around. To ensure we are on the same page, we do have a couple of questions. Can you please tell us more about the agreements you are referring to? Do you currently have a device agreement?

JAIMEG_VZW

Follow us on TWITTER @VZWSupport

If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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Re: Customer Service not knowledgeable?

boringusername
Sr. Member

No such thing as agreement authority

CLAPAR21 wrote:

Has happened a number of times. I even provided a copy of chat transcript for one instance and was told they were sorry but they couldn't be responsible if someone furnished incorrect information.

From your customer service agreement

"You can't rely on any other documents, or on what's said by any Sales or Customer Service Representatives, and you have no other rights regarding Service or this agreement."

Pulled from Acuerdo con el cliente | Verizon Wireless

Content modified as required by Verizon Wireless Terms of Service

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Highlighted

Re: Customer Service not knowledgeable?

teeshot
Novice

I don't dispute that.  The issue is that the CSR's have the same responsibility, actually more, to read, use and understand the Customer Service Agreement.  The problem arises in the interpretation of that agreement in a particular circumstance.  Verizon has the responsibility to train their CSR's (chat, phone or in person) to interpret the agreement and apply it appropriately.  Verizon fails when different answers or solutions are furnished by different CSR's and the customer is left out in the cold.  Verizon wrote it, and they should understand it.

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Re: Customer Service not knowledgeable?

boringusername
Sr. Member

I quoted the CSA. It flat out states it doesn't matter what a CS rep says to you. If you want you can take your issue through arbitration. good luck with that.

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Re: Customer Service not knowledgeable?

Ann154
Expert

You can also read it yourself. Acuerdo con el cliente | Verizon Wireless

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

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Re: Customer Service not knowledgeable?

alicias_vzw
VZ Employee Emeritus

JEFKNI37,

I appreciate you elaborating on the customer service agreement. We strive to provide top-not customer service & I regret if that has not been happening. I'm here to help turn things around. Can you please tell me what a customer service representative has told you that hasn't been accurate? This way we can see what resolution we can come to.

AliciaS_VZW

Síguenos
us on TWITTER @VZWSupport

If my response answered your question please click the _Correct Answer_ button
under my response. This ensures others can benefit from our conversation.
Thanks in advance for your help with this!!

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Re: Customer Service not knowledgeable?

JEFKNI37
Miembro

Well, you asked for it; it started a few weeks ago when I wanted to move my

dígitos [removed] from my employer to my personal account.

At that time, I was told by the first Verizon rep that I should first

transfer the employer line over to my account because this particular

transfer would not qualify as "adding a new line", since it was already a

Verizon number, and therefore I would not be eligible for any promotional

offerings based on adding a new line to Verizon (By the way, my employer

would've cancelled the number anyway, had I not moved it; which also

would've resulted in the same net change to Verizon of zero increase in

lines).  However, last Thursday, on the day that I spoke with different 7

Verizon reps (via Chat and via phone), two of them told me that they

could've made the "new line" promotions work for me, had I not already moved

the line first before upgrading.  (What???)

The first rep that I worked with last Thursday was via chat (Ref Chat

[removed]), and she told me that she could give me the BOGO

promotion on iPhone XR's, even though I wasn't bringing a new line over to

Verizon.  She proceeded to told me that the promotional credit wouldn't be

reflected in my paperwork that I would be signing but that I would indeed be

credited for $30/month to effectively give me the 2nd phone for free.

[removed]

Later, after I paid for the taxes and ordered 2 XRs, I checked my on-line

account and it did not reflect any discounts, just charges for the full

price of 2 new XRs.

So, I opened a new chat to ask about why the charges weren't reflected on my

future estimated bills.  (Chat Ref #[removed]).  That rep told me

that there was no way to honor what the last rep had promised and they

suggested canceling the order. Eventually, that rep offered to give me 3

months off my bill for the 2nd phone (An offer that I was later told by a

subsequent phone rep, that they could not honor that offer).  After going

back and forth with that person, and with each response requiring a

verification with his supervisor, he transferred me over to his supervisor.

His supervisor told me that I should cancel a line and add a new line and I

would qualify for the BOGO (this deal was later rejected by reps that I

spoke with over the phone who told me that the cancel/add transaction

would've been flagged and not allowed later).  I wasn't interested in

getting a new number and that is why I painfully moved the number to a

personal account.

[removed]

While I was on this chat, and because there was so much time between Chat

responses, I called the Customer Support number and spoke with Roger, who

told me that the original BOGO offer would be given to me and that it takes

2-3 months for the promotions to be reflected on my bill, but when they do,

the discounts would be retroactive back to Dec 13th.  I asked Roger how long

I had to cancel the original order of 2 XRs and he indicated that it's

usually 2 weeks to return them but with the holidays, they were offering

until the end of January.  I asked about what I would have to do if the BOGO

had not yet been honored and it was past my return period, to which he

assured me that the promo would be there; it just takes time.

The 2nd Chat (Chat Ref #[removed]) was still in progress and they

eventually suggested that I call the Credit and Order team 866-338-7390.  I

called and they tried to help me but eventually said that is wasn't their

issue to fix so they transferred me over to Caleb in Phone Support.  I

thought that Caleb was very frustrating and essentially told me that their

reps make mistakes and nothing can be done about it and all the erroneous

offers (BOGO, Cancel/Add-A-Line, Discounts) cannot be honored.  This call

ended in utter frustration and no resolution.

[removed]

Later that day, I called a local Verizon store to do a single upgrade on

just my phone, but they said that I was not eligible because I had just

upgraded earlier that day.  So, after an entire day of frustrations with

Verizon, I was less than Step One because I couldn't even upgrade and I paid

a bunch of money in taxes, etc.

I then called customer service (Carol) to try to cancel the order for the 2

XRs, but was told that they could not cancel it because a tracking number

was not yet assigned.  Two days later, on Friday afternoon, Carol called me

back and opened up a cancellation ticket [removed].  It will be a week or

two before I see a refund of funds I paid that first day.

On Friday, I was contacted via text by the local Verizon store that I

visited and they made me the same Cancel/Add offer that I had been offered

before.  Here is that dialogue:

[removed]

Me:  Thanks.  What a day yesterday.  I spent no less than 7 hours on-line

and on the phone with Verizon yesterday.  The first rep said she could get

me the BOGO without the added line, so I placed the order for two XR's.  The

subsequent 8 people told me varying options, only to have the next person

tell me that they weren't able to honor that previous agreement and that the

previous person was mistaken.  At the end of the day, I tried to cancel the

order because I was in a state of not being eligible to upgrade; not sure

where I am today.  It just made me think that Verizon is saying anything to

get people to commit and then changing their stance after the deal is done.

I have multiple offers in writing, including the one that you just made of

deleting and adding a new line; I was told that ultimately that would not

qualify.  Not sure what to do next.  Sorry for the long response

So, there may be more details that I can dig up but I think that summarize

most of it.

Jeff

Content modified as required by Verizon Wireless Terms of Service

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