customer service

[Appleton1961]

We are new customers and have had a multitude of issues. I have called 10 plus times and spent 10 plus hours on the phone. Along the way I have encountered one or two people that actual did what they said but that has not always been the case. What is the easiest way to have contact with a manager.? Not a supervisor because I have not had great luck there either.

[marve979]

Keep calling and try to get the agent to help you, if the agent seems unknowable, hang up and call again for another agent, its a waist of time to ask for supervisor, last time one of my friends called in to get help logging into her my Verizon on my account as she is one of the authorized users and i get flooded with messages that my whole account was unregistered, family base was unregistered and my paperless billing was changed to paper billing. WTH? All she needed was to get help to reset her password?  So I had to spend another 2 hours on the computer re-registering everything and changing back to paperless billing, on top of that still help my friend reset her password.  No more of that.  I make it a statement to all the users on my account that if they have to call Verizon Wireless about anything to let me know so I can get the mop out and clean up the mess.

[vzw_customer_support]

Appleton1961, We surely want to make sure you receive the Customer Service experience you deserve! It's truly disheartenting to learn that you feel otherwise. What happened that prompted your call? Please share details so we can help.

TanishaS1_VZW
Follow us on Twitter @VZWSupport

[marve979]

Uhh that was explained in my post...???

[marve979]

Maybe read the whole post next time....

[Snn5]

IDK that managers or supervisors really do exist.  Most reps are at home and in their PJs on at least the Live Chat and the rest in call centers are surrounded by other people and cubicles that can pose as managers when needed.  I'm not saying those titles don't exist, but even when I got to Tier 3 Tech Support, there was no way of proving I was talking to that person, especially when they just repeated what all the previous reps had said.

[flutterfly8497]

In most settings the reps are not work at home. There is a call center in the city I live in that handles Verizon calls, and there are actual supervisors that take calls. My personal experience as a residential phone/internet/t.v. customer service/sales rep is that there are typically 1-2 supervisors for 15-20 reps.

I'm not sure what the difference is between a "supervisor" and a "manager" as referred to by the OP, but whichever one you ask for you will get the same thing. The company I worked for has an "escalations" department so we would warm transfer to an escalations rep, which kept hold time down and resulted in less angry customers. I don't know if Verizon has such a department,  but it is important to remember also that requesting a supervisor/manager is NOT a guarantee you will get what you want.

[flutterfly8497]

The rep was replying to the OP's post, which had few details. Maybe read who the post is addressed to next time. 🙂

[Snn5]

A lot of the chat reps (late night early morning) are at home on Connect.com and in another country.  Nobody names their kid Sophie, Camille, or Gladys anymore.  And, no way a company only employs people with 3 letter first names that are as generic as dollar store cola.

[flutterfly8497]

I wasn't referring to chat reps. I was referring to call center reps. And people do still name their kids Sophie and Camille...I don't know anyone named Gladys but I have a niece named Sophie (she is seventeen) and a neighbor named Kamille (different spelling same name). My own name is pretty traditional and "old," but it is my name and I do exist.