Obviously, Verizon has made changes in software or tower configurations in my area over the past few days. The signal on both of my phones on my account has been erratic, with both phones discharging quickly to zero battery. My e-mail to customer service was answered with the usual ... "Well, in some buildings, the signal can be shielded ... blah, blah, blah. Why don't you call from a land line and go over this stuff with a person ... etc., etc. etc."
Well, I've been a celll phone user since they were first introduced! I know when things suddenly change from working fine to working poorly, despite the fact that I've done nothing different!!!
MOST UTILITY COMPANIES LET CUSTOMERS KNOW TO EXPECT TEMPORARY PROBLEMS IN THEIR SERVICE AREAS WHEN MAINTENANCE/CHANGES ARE TAKING PLACE. NOT VERIZON!!!
So, why can't Verizon react to e-mail inquiries by checking with the local organization to see if changes are being made in that area that could be producing temporary problems for customers??? Don't these people talk with each other? Why does the customer have to do all the chasing??? A simple broadcast note to potentially affected customers shouldn't be too difficult technically, should it?
Alas ... for the moment, Verizon seems to be content with its long-standing motto: "Service is our middle finger!" That would be so easy to change, in my humble opinion.
Wireless devices use radio transmissions, so unfortunately you can't get Service if your device isn't in range of a transmission signal. And please be aware that even within your Coverage Area, many things can affect the availability and quality of your Service, including network capacity, your device, terrain, buildings, foliage and weather. This can be found here in the Customer Agreement. http://www.verizonwireless.com/b2c/globalText?textName=CUSTOMER_AGREEMENT&jspName=footer/customerAgr...
BOSSLADY85, your response is what I've come to expect from Verizon! I essentially had to back a Verizon store manager against a wall yesterday (not physically) to get him to tell me that ... yes, Verizon is making changes to towers, frequencies, etc. as part of a cell site migration project in Augusta, GA ... and that ... yes, these changes could affect signals received by customers!!! He didn't give me the worn-out recording about trees and birds and UFOs interfering with the signal.
From my home location, I'M LOOKING AT THE TOWER! I have had a strong, if not perfect, voice signal until last weekend, when the project supposedly began. The signal from the second phone on my account, in another area of the city, has seen the signal degenerate to near zero, even after my visit to the Verizon store, reprogramming, and a new SID.
The store manager also said that Verizon had sent out a letter to customers, alerting them to possible signal problems re: the cell site migration project here. I received no such letter.
Looks as if people within Verizon either don't talk with each other or have been trained to simply parrot the "it's probably not our fault" line! I've heard it over and over from Verizon reps!!!
Isn't it time that Verizon customer service employees become advocates for real customer service and customer satisfaction instead of simply insulting long-time, experienced cell phone customers with unhelpful corporate scripts that discourage even the most persistent customers?
Why can't we customers simply make one inquiry and have the Verizon representative attempt to chase down the issue within the company? It appears that each Verizon person is walled off in his or her office or cubicle and isn't allowed to talk with others who might know how to solve the customer's problem. But maybe that's the way Verizon management rewards the behavior of its employees. Is pay proportional to the number of customer problems management never hears about?
Unhappy with Verizon customer services responses in Augusta, GA!!!!!
Looks as if people within Verizon either don't talk with each other or have been trained to simply parrot the "it's probably not our fault" line! I've heard it over and over from Verizon reps!!!
Isn't it time that Verizon customer service employees become advocates for real customer service and customer satisfaction instead of simply insulting long-time, experienced cell phone customers with unhelpful corporate scripts that discourage even the most persistent customers?
Why can't we customers simply make one inquiry and have the Verizon representative attempt to chase down the issue within the company? It appears that each Verizon person is walled off in his or her office or cubicle and isn't allowed to talk with others who might know how to solve the customer's problem. But maybe that's the way Verizon management rewards the behavior of its employees. Is pay proportional to the number of customer problems management never hears about?
1: Do you believe Verizon employees are robots?
2: Bunching an entire workforce of people into one category is wrong.
3: Reps are usually "experienced cell phone users", look where they work. Oh, and they're CONSUMERS, too.
4: Most reps don't like persistant, rude, or demanding customers. No, they don't OWE you anything. Yes, they will HELP you if you are courteous, RESPECTFUL, and calm.
5: Don't expect them to perform miracles... right away.
This is in no way a personal attack on you. I just don't understand why so many people on these forums think reps are just sale-crunching morons. They're people just like you. They have families and they work hard. Not to mention they must put up with people like this on a daily basis...
For those of you who are still experiencing problems with your signal in the Augusta, Decatur Georgia area, a trouble ticket has been submitted. The ticket number is 3515720. Our technicians are working diligently to get this issue resolved.
While I can generally agree with everything else here, I have to disagree with one thing.
YES THEY DO OWE YOU SOMETHING!
No, not in and of themselves as human beings, but as representatives of a company that you fork over good money to on a monthly basis to get things right, answer your questions, and do it in a timely manner. It's called customer service for a reason -- they owe it to you to serve you as a customer. If the CSR person this person called in the first place had done that, the entire "angry customer onslaught" situation could've been avoided. Or, looking back even further, if Verizon had just notified people in the area that it was being worked on and they might have problems. That's called courtesy, and if you don't feel like you get enough of it for paying that monthly contract fee, I highly suggest that you let your dollars do the speaking for you and ditch contracts and the questionable huge cellular companies who require them.
Start a new topic or ask questions in the open forum.
