Rich3131's Posts

To some degree, I have sympathy for the reps. While I have no direct knowledge of how it works at Verizon, I have worked quite a bit with call centers. Typically, he first-line reps have quotas such as "x number of calls taken per hour" and "call length of less than x." While these metrics are meant to drive rapid resolution of customer issues, they often encourage reps to get customers off the phone as quickly as possible, in order to meet their goals. Sometimes that results in reps making promises that are simply untrue, so they can mark the call as resolved. However, I would like to think that a supervisor or manager would be immune from these kinds of quotas. So the fact that they don't return calls, make promises they don't keep, or are simply dismissive of customers is surprising.

Not exactly sure what you are referring to. If it's the posting I shared, that's not the store I went to, just a store in the area that still had evidence of the promotion on their Facebook page. And I didn't make a decision based on a sign, I made a decision based on an incentive package that was offered to me by a salesperson at the time I started the service-- and was very much in force, as has been proven. For what it's worth, Verizon never once told me the promotion had expired. They told me it never existed.

My problem is resolved. However NONE of the people who were supposed to be helping me did anything. JuanD_VZW did nothing. None of the supervisors mentioned earlier in this thread did anything. Josie in Tucson, who told me she'd take care of it, did nothing. Without exaggeration, I easily made 50 calls and spent 12-15 hours on the phone to get this resolved. To actually get the port-in credits that Verizon offered me in order to make me a customer. The port-in credits I was told would automatically appear on statement. At least six people told me the port-in credits did not exist, even after I contacted the originating store (who confirmed they did), and provided internet evidence. While this was a regional promotion, that's no excuse for Verizon not knowing what their own promotions were. At least six additional managers told me they were taking care of it, but didn't. Not one of those managers notated the account, so every time I called in, the process started over again. Clearly, Verizon has trained their managers to say anything to a customer to get them off the phone. I finally talked to someone who confirmed that the promotion did exist, and immediately provided the credits to my account. Why was this rep able to do something that nobody else could? I have no idea, but the process Verizon put me through was reprehensible. Still waiting to hear back from JuanD_VZW, who promised to make things right earlier in this thread. Not holding my breath. Ironically, I chose Verizon over cheaper Sprint and T-Mobile because I had heard those companies had terrible customer service. How could it be worse than this?

Just got an unsolicited text from Verizon suggesting that they are doing the exact opposite of what Josie in Tucson promised. I guess I should have seen it coming. The old "get the customer off the phone as quickly as possible" ruse worked again. She promised to resolve things to get me off the phone, and then I get a text saying Verizon won't do anything. Still waiting to hear anything from JuanD_VZW, who "wanted to help."

Many customer service teams are incented by the number of calls they take, the length of the call (shorter is better), and the number of calls that need to be escalated (fewer is better). I don't know if that is the case with Verizon, but it would explain why we get so much conflicting information. The rep is incented, essentially, to get you off the phone, and has no real ownership for solving your problem. I've kept notes of the wildly conflicting things I've been told by Verizon reps--they'd be funny if they weren't so frustrating.

Still no response from JuanD_VZW-- you know, the one who said I was the best and deserved the best. It sounds like what he believes I deserve is to be ignored for days. That would be consistent with Marc from South Carolina who left me a message to call him back right away "so we can work this out." Over a week of voice mail messages to him has elicited absolutely no response. I spoke with Josie in Tucson today, who was very considerate and very helpful. Thank you, Josie. She promised the credit would appear in my next bill. I genuinely believe she is trying to help. However, given I was told the same thing by Will in Columbus and Peter in Albuquerque, I'll believe it when I see it (but I'm hopeful-- Josie seems genuinely helpful). For your enjoyment, here's a link to a local Verizon store that still has the $200 port-in credit advertised on their Facebook page-- the same one I was told repeatedly did not exist. How come I can find these things and Verizon can't? https://www.facebook.com/vzwColumbiaAve?fref=nf

Verizon will never pay you unless you stand up for  yourself. Their corporate policy is to promise you anything to make you a customer, and then deny they ever did it. They will put you through the ringer with customer service and hope you give up. Don't give up. Demand what you were promised.

Yup, that's the way Verizon customer service works. They will tell you anything on the phone, and then do absolutely nothing. I've been tracking how many times I've been lied to or deliberately misled by Verizon, and it's remarkable.