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Unreasonably long wait times at the Verizon Store. 2 HOUR wait for a 5 MIN answer.

sky5683
Miembro

I've been a loyal customer with Verizon for over 6 years. 3 years ago, I signed up with a Droid Razr Maxx. My phone is qualified for an upgrade every year. Recently, the other person on the phone wanted an IPhone 5, so I let her use my upgrade. Her upgrade is due in May.

I lost my phone over the weekend. I came into the Verizon store and after a grueling 2 HOUR wait, I was told in less than 5 minutes, my options:

-Pay $100 deductible for a phone I can get on ebay for less than that.

-Wait till May for an upgrade

-Pay full price for a phone.

What I wanted to do was buy a Samsung Note 3 and tack on the extra time to the end of my contract since I don't replace my phones very often anyway. It is only 2 months. However, they told me that used to be an option before people abuse it.

I am EXTREMELY DISAPPOINTED with Verizon, to which I've been a loyal customer for the greater part of a decade, for the following:

-Unreasonably long wait times

-Stringent rules that seem to be in place because of those who abuse it. For the rest of us who did not, we get penalized.

I plan on switching from Verizon the first chance I get and encouraging those I know to do the same. This is simply an UNACCEPTABLE way to treat loyal customers.

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Re: Unreasonably long wait times at the Verizon Store. 2 HOUR wait for a 5 MIN answer.

pherson
Leader

Your loyalty went out the window when you set up an account to say you were leaving and disgust at company policy, playa.

Wish you the best at the next company who holds you to their policies as well.

Re: Unreasonably long wait times at the Verizon Store. 2 HOUR wait for a 5 MIN answer.

jroeder
Sr. Member

Keep in mind the reason you are waiting is because they are helping OTHER customers, Verizon has those you know

You stated "This is simply an UNACCEPTABLE way to treat loyal customers." What way do you expect to be treated?

It seems like you think since you are loyal you are entitled to early upgrades and you are entitled to jump in front of others to get help first.

This is not the case.

How would you feel if you went into Pep Boys to get an oil change but they let a customer in front of you because they go there often? You'd be upset. Then when it was your turn, another LOYAL customer showed up and they let them in front of you too. You'd probably just leave wouldn't you? You would want them to treat you the same. Now what if you found out those customers that got to jump in front of you also paid $10 less for the same service! I guarantee you would never go to Pep Boys again. So why would you want to do the same to someone else?

Good Luck Smiley Happy

Re: Unreasonably long wait times at the Verizon Store. 2 HOUR wait for a 5 MIN answer.

triady
Miembro

What???

If Pepboys had many millions of customers, as Verizon does, they would have to massively expand their capabilities to service their customers in a reasonable time frame. How many people do you think would wait 2 hours + for an oil change?

And, the profit margin for oil changes is far less than that for Verizon, who now claims what??? They "afford? to provide faster customer service??? Please don't expect us to buy that silly company line!!!

We may be restrained from switching carriers because there are a limited number; oil changes can be done at many places.

Keep in mind that hi tech companies are relatively new. As they mature, customer loyalty will in fact be determined by customer service levels just as they are with automotive service and most other businesses.

The "company line" here just doesn't deal with reality. How  foolish do the think we are?

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Re: Unreasonably long wait times at the Verizon Store. 2 HOUR wait for a 5 MIN answer.

jroeder
Sr. Member

triady wrote:

What???

If Pepboys had many millions of customers, as Verizon does, they would have to massively expand their capabilities to service their customers in a reasonable time frame.My post was an analogy, not a simile. I was not comparing the companies but offering a seperate view of the same situation How many people do you think would wait 2 hours + for an oil change? Not many. I know I wouldn't. But it has nothing to do with the time frame, it's the fact that the OP thinks he should be able to get help faster than other customers because he is LOYAL. Which would mean if there was a 2 hour wait, new customers would have to wait even longer because Verizon or Pep boys or wherever would service all LOYAL customers first.

And, the profit margin for oil changes is far less than that for Verizon, who now claims what??? They "afford? to provide faster customer service??? Verizon can only make assumtions as to how many customers will call in at any specific time so if more customers call in that what what expected, it will lead to long hold times.Please don't expect us to buy that silly company line!!!

We may be restrained from switching carriers because there are a limited number; oil changes can be done at many places.

Keep in mind that hi tech companies are relatively new. As they mature, customer loyalty will in fact be determined by customer service levels just as they are with automotive service and most other businesses.

The "company line" here just doesn't deal with reality. How  foolish do the think we are?

The OP thinks being loyal, he should be serviced quicker. Which would mean he gets to jump in the front of the line being a loyal customer.

All I was getting at is that if ANY company services LOYAL customers before new customers, it will decrease the amount of new business earned.

The analogy showed what would happen if Pep Boys were to implement that business idea.

I think you overthought that one a bit champ Smiley Happy

Good Luck

Re: Unreasonably long wait times at the Verizon Store. 2 HOUR wait for a 5 MIN answer.

No corresponde

jroeder wrote:

triady wrote:

What???

If Pepboys had many millions of customers, as Verizon does, they would have to massively expand their capabilities to service their customers in a reasonable time frame.My post was an analogy, not a simile. I was not comparing the companies but offering a seperate view of the same situation How many people do you think would wait 2 hours + for an oil change? Not many. I know I wouldn't. But it has nothing to do with the time frame, it's the fact that the OP thinks he should be able to get help faster than other customers because he is LOYAL. Which would mean if there was a 2 hour wait, new customers would have to wait even longer because Verizon or Pep boys or wherever would service all LOYAL customers first.

And, the profit margin for oil changes is far less than that for Verizon, who now claims what??? They "afford? to provide faster customer service??? Verizon can only make assumtions as to how many customers will call in at any specific time so if more customers call in that what what expected, it will lead to long hold times.Please don't expect us to buy that silly company line!!!

We may be restrained from switching carriers because there are a limited number; oil changes can be done at many places.

Keep in mind that hi tech companies are relatively new. As they mature, customer loyalty will in fact be determined by customer service levels just as they are with automotive service and most other businesses.

The "company line" here just doesn't deal with reality. How  foolish do the think we are?

The OP thinks being loyal, he should be serviced quicker. Which would mean he gets to jump in the front of the line being a loyal customer.

All I was getting at is that if ANY company services LOYAL customers before new customers, it will decrease the amount of new business earned.

The analogy showed what would happen if Pep Boys were to implement that business idea.

I think you overthought that one a bit champ Smiley Happy

Good Luck

If I ask 100 Verizon customers if they are "loyal" at least 99 will say yes.

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Re: Unreasonably long wait times at the Verizon Store. 2 HOUR wait for a 5 MIN answer.

jroeder
Sr. Member

I agree.......I think we beat this subject to death sirguy Smiley Happy

They feel like they deserve special treatment..........

You know what, I think I am going to call Little Debbie and request to get boxes of 14 oatmeal creme pies for the same price, since I've been eating them for so long you know?

Re: Unreasonably long wait times at the Verizon Store. 2 HOUR wait for a 5 MIN answer.

sky5683
Miembro

Well, as an update, I called Verizon Customer Service who were much more agreeable and allow early upgrades all the time. I was about to purchase my new phone, but told them to note it in my account and I'd pick it up at the store instead, since I wanted it that day.

At the store, they informed me that they would not honor the early upgrade I was promised on the phone, even though it was clearly stated in my account information. Apparently, the manager has final say. I had them call Customer Service, which apparently was an hour wait for them. Customer Service apologized for the manager's actions, but could not do anything since it was ultimately in the manager's hands. I ended up having to order it through Customer Service.

Long story short:

- Never ever go to the Verizon Store. Verizon Customer Service can actually help you.

- There is a clear disconnect between the Verizon Store and Verizon Customer Service. The fact that there is no direct line where the store can call customer service clearly shows this.

To respond to jroeder:

1. I expect them to tell me when I first get there, the wait might be 2 hours, at which point, I would of just left. Rather, they kept telling me I'd be helped soon...for 2 hours.

2. Early upgrade is an option most carriers offer (Including Verizon). Now, if Pep Boys were to do my oil changes and suddenly tell me that they won't top off my wiper fluid anymore, I would simply get my oil changed elsewhere that did.

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Re: Unreasonably long wait times at the Verizon Store. 2 HOUR wait for a 5 MIN answer.

pherson
Leader

Once and for all, in addition to their salary, store reps work on commission. Commission is not made on "exception" requests and it hurts the bottom line. Customer sec 800 line does not work on commission.  So they can offer you something stores cant. Due to your instant gratification needs you tried to get the phone in store...it didn't not happen. Your wasted trip was not a vzw issue or error seeing how customer support offered it to you.

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Re: Unreasonably long wait times at the Verizon Store. 2 HOUR wait for a 5 MIN answer.

audiomagnate
Miembro

It's actually easier to get an audience with the pope than to get through to Verizon tech support. I'm shopping for a different carrier today. Even worse to the half hour hold times is the text message Verizon sends out when you try to contact technical support via *611:

QUOTE===============================================================================

VZW Free Msg: For technical support and troubleshooting for this phone, call 800-922-0204 from another phone. Enter this phone's number when asked.

END OF QUOTE========================================================================

When you call 800-922-0204 you find that the folks at Verizon have played a trick on you, and that there is no technical support offered at that number. Worse yet, there is an automated message tell you to call, - I kid you not - 800-922-0204!  This is not a "glitch" in the system. It has been set up this way for YEARS now. Some sick minded exec found a way to reduce call volume at the tech support center by giving out an incorrect phone number on purpose. Why would I want to have a phone with a company that pulls dirty tricks its own customers? The only way to get through to technical support is to call 800-verizon and wait on hold for half an hour or more, which is also deplorable. The people who came up with this amazingly creative solution to reducing call volume should be put in jail. Instead, they probably got bonuses. Well done Verizon, you're actually creepier than Cablevision now!

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