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How do you actually get customer service to follow through?

tfcat1812
Miembro

I have been very patiently attempting to get Verizon to find where my signal has gone.  I haven't moved but my signal has.  I have now followed up at least 4 times.  Each time I seem to be on the phone for anywhere from 30 to as much as 90 minutes. Each time I get someone who at the end of the conversation says that they will call me back personally.  Nobody ever actually does call back however.  Is this a ploy that Verizon exercises in order to extract that last possible bill.  If anyone has a clue I would like to hear it.  I don't think I have been told that's not my department by so many people. One went as far as to try and explain it was like asking an accountant to build a house. ..WT?... For a communication company there sure seems to be a lack thereof.  Ayuda

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Re: How do you actually get customer service to follow through?

Community Manager
Community Manager

tfcat1812,

Right off the bat, I apologize for the problems you've had while contacting us regarding your service. I know it's imperative to have reliable service and to get to the bottom of this to get your signal back. Are you aware of any resolution tickets filed to investigate? What's your zip code? Are all phones having problems in area?

AdaS_VZW
Follow us on Twitter at @VZWSupport 

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Re: How do you actually get customer service to follow through?

tfcat1812
Miembro

Greetings,

I am looking for an answer to the question. Apparently you have missed the

question all together and chose to select from an if a then b response

module. Am I responding to a computer or a human?

For the past 45 days I have more than patiently attempted to get my issue

addressed. A resolution would be out of the question as every time a

trouble ticket is created apparently it is done incorrectly. Furthermore

when it is done wrong there is absolutely no follow up call from anyone.

Every time I follow up I receive the same now insincere apology and the

same questions. So I would really like to know how does one get help from

Verizon? I already know that you are not able or willing based on your

canned response. I spent 90 minutes on hold the other evening with

customer support with the same response then placed on then transferred so

the customer service representative could meet his call quota only so I

could be disconnected.

So I ask again. How do I get help from Verizon? Who can I talk to?

Thank you

Tom

<http://community.verizonwireless.com>

<http://www.verizonwireless.com/b2c/index.html>

<http://www.verizonwireless.com/b2c/explore>

<http://www.verizonwireless.com/b2c/store/controller?item=phoneFirst&action=viewShopIndex>

<https://wbillpay.verizonwireless.com/vzw/nos/topline.jsp>

<http://support.verizonwireless.com/clc/> How do you actually get

customer service to follow through? created by Verizon Wireless Customer

Support <https://community.verizonwireless.com/people/vzw_customer_support>

in Verizon Wireless Services - View the full discussion

<https://community.verizonwireless.com/message/1093908#1093908>

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Re: How do you actually get customer service to follow through?

thomasr1950
Novice

I have similar issues. All I get is generic replies. Noone will address my issue and make their quote right. They made a mistake now they won't honor their terms.

Re: How do you actually get customer service to follow through?

Community Manager
Community Manager

tfcat1812 we're all about solutions! We apologize this hasn't been the case in the past but we're here to get things on the right track and do everything we can to help! We'll see exactly what's going on for you. Please accept my follow request and send a Direct Message to access the account.

AshleyS_VZW
Follow us on Twitter @VZWSupport

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Re: How do you actually get customer service to follow through?

tfcat1812
Miembro

It took me a week to figure out how to find your request. .. This forum is shaping up to be as poor as calling in... For a mobile device company one would think the mobile platform would be user friendly. Absolutely not.

Re: How do you actually get customer service to follow through?

Jakeman1
Sr. Member

The only way I have ever been able to get ahold of Verizon is to call the 800 number and go through the prompts. Experience has always been hit and miss as far as good and bad.

Re: How do you actually get customer service to follow through?

Community Manager
Community Manager

Jakeman1,

We apologize for the previous difficulty getting connected to one of our representatives. We can be reached by dialing *611 from any Verizon Wireless cellphone or 800-922-0204 from any phone. We can also be reached on social media and are available for chat: http://bit.ly/yN1P80 .

BrianP_VZW
Follow Us on Twitter @VZWSupport

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Re: How do you actually get customer service to follow through?

tfcat1812
Miembro

Greetings,

I find it almost impossible to believe that I have had multiple replies to my question ,"how does one actually get help from Verizon?". Most of these came directly from Verizon support, who obviously haven't taken the time to read and understand the original post. The most recent actually having the gall to suggest I call 1 800 GFY YFM! Really?  I am past done with lower level customer service and need someone who has some level of authority who will follow up as promised.  Canned responses lack all integrity so please supply a name and contact information.

Thank you

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Re: How do you actually get customer service to follow through?

thomasr1950
Novice

Social media won't reply to my posts. They say they do so I ask them to repost. They never do. I'm done with VZW, once I can switch I will. You are really disappointing, when I went with you two years ago I got great support. Now it's non existent. No one can tell me why? Chat support Is always busy. Just really, really bad support.

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