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It says a lot about a company who provides no vehicle to file a complaint.

Miembro

If there was a way to send a complaint privately, I would have gone that route, but since there is not...

I wanted to thank the greeter at the Mall Road store in Florence, KY for moving her friends ahead of me in the line for customer service after I had already waited for half an hour.  I really am grateful because her actions were so anti-customer and disrespectful, that I went to the Sprint store immediately afterwards.  I will be switching at my first opportunity - they offer a MEJOR plan for $150 MENOS per month for my family of four AND they will buy out my contract. WOW!  

I will be using this experience in an article about customer service that I will be publishing on a major Professional site in the very near future.  It contrasts greatly with some excellent experiences I have recently had at other retailers.

I am amazed at all of the comments on this board about poor service.  It says a great deal about Verizon and how they feel about the people who pay their salaries.  The canned responses about how important customer service is to Verizon don't hold much water when it is apparent that their corporate culture has not cultivated that sentiment amongst their employees.  This has to start at the top and be exemplified by management, and then encouraged and rewarded at the customer-facing levels.

I realize that to Verizon, it means nothing that they will lose a customer.  My monthly contribution to their annual revenue will barely be noticed.  But I had to call this one out.  I VERY RARELY take the time out of my busy schedule to complain about a business or customer service - more often, I will take time to praise good service.  But this kind of thing is happening far too often and it needs to be addressed.

I hope others who have experienced less than stellar customer service from Verizon, will make the effort to switch to another provider.  It is a pain, I know but if people start sending messages where it hurts (the bottom line), perhaps then we will get real Customer Service instead of Lip Service.

I think you have gotten too big to care anymore, Verizon.  What a shame.

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Re: It says a lot about a company who provides no vehicle to file a complaint.

Sr. Member

did you bother to ask whether or not perhaps they checked in before you? perhaps they had to step out.

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Re: It says a lot about a company who provides no vehicle to file a complaint.

Miembro

I couldn't agree with you more. Wait until you hear this!

I have been a Verizon customer for 15 years. I have lived in my home for 11 1/2 years. I have had normal service until June of this year.

At that time I had no bars in my home. So, after multiple hours on hold, over several days, it was determined by a "level 2 tech rep" that the cell tower near me was being updated, and should be cleared in a few days.

It did come back for about 3 weeks, then left entirely again.

So, after being a customer of Verizon's for all this time, never sending in a late payment, never turning back in a [removed] phone, I was told that the only solution would be for me to get a network extender for $250.

Now, am I insane to think that after their service goes down after so long, that THEY should fix my service by providing me the extender? That's what everyone I've talked to said, and was shocked that Verizon didn't just give me it.

So, being thoroughly livid over this, it took another 3 hours of being on hold to get to [removed], a second level manager in tech support. He told me over and over again what a great deal he's giving me by charging me only half - $125, stating that they can't give me the piece of equipment because of their arrangement with Samsung. And, numerous times he called in an "accessory."  WHAT?

Oh, and by the way, [removed] sent me a text and an email and said I could contact him. Guess what? He's never returned any of my emails or texts as the problem continues, and I've saved them all as evidence Verizon!

So, again against my better judgement I got the network extender. Now, a week later THAT doesn't work, and guess who Verizon blamed now....my internet provider stating that the signal wasn't strong enough.

So, I called my cable provider, COX, who told me to pick up a new modem. I did so, it didn't work, they came out today, and fixed it and it's now putting out 35mps upload speeds. [removed] Verizon. And by the way, this all cost me $189. Again, money I would never have spent if Verizon had kept its corporate word.

As an aside, do you know how frustrating it is to hear how great the network is from Verizon during the nauseating, endless commercials you're forced to listen to on hold. I know, I've spent over 15 hours on hold to this point.

So fired it all up, and, I know you won't possibly believe this, but it STILL DOESN'T WORK!!!!!!!!!!!

So, another hour + of my time to call back in and have them trouble shoot this again. I know their incompetence will likely never be able to figure out why I lost my service, and why their $125 [removed] doesn't work in my house.

Verizon has NEVER, NOT ONCE, offered me even the slightest bit of compensation for no service. Made me buy the extender, and still doesn't supply me the network I am paying for.

You are right, glasj2002, they could give a [removed] about their customers. They say they do, but when they get a problem, they just would prefer that you just go away, both because they are incapable of providing service, and mostly that the upper management of this company truly doesn't give a [removed] about their customers.

Personal information and profanity removed as required by the

Message edited by Verizon Moderator

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Re: It says a lot about a company who provides no vehicle to file a complaint.

Miembro

I watched them check in

Sent from my iPad

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Re: It says a lot about a company who provides no vehicle to file a complaint.

Expert

Let's see. Under the Contact Us link at the top of every Verizon Wireless web page, you will find the US Postal address for which you can mail your complaint PRIVATELY to 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: It says a lot about a company who provides no vehicle to file a complaint.

Miembro

I don't want to be private. I want all to know about your unfair, non-consumer oriented lack of customer service. Further evidence is how you only responded to me because my complaint wasn't kept PRIVATE. I can use a caps key also. You're a well-trained flack catcher, like all other Verizon employees I've encountered throughout this 90-day disaster of your making.

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Re: It says a lot about a company who provides no vehicle to file a complaint.

Leader

No Verizon employee has responded to your thread yet (they are easily identifiable by their user names). This is primarily a peer to peer forum with some input from employees. You're not always going to get a response from them or it won't be as quickly as you may need.

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Re: It says a lot about a company who provides no vehicle to file a complaint.

Expert

Your disaster isn't of my making. I am not an employee of Verizon Wireless nor have I ever been one. As a customer myself, I would actually suspect based on your lack of respect and crude language that you likely played a starring role in creating what you have deemed a "disaster" that could have been avoided if you did the research prior blowing your top.

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: It says a lot about a company who provides no vehicle to file a complaint.

Leader

I just wanted to point out that Sprint offers a lower rate because they have less coverage. It's a trade off - you get what you pay for (as far as mobile service.)

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