Broadband forum: Verizon Lack of Customer Service

by: FedUpwithVerizon September 6, 2012 4:42 PM PDT

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Verizon Lack of Customer Service

by FedUpwithVerizon - 9/6/12 4:42 PM

FYI: Verizon Customer Service Stinks

(And this is NOT Verizon Wireless, just FiOS)

If you do business with Verizon, do not expect "Customer Service." Certainly not to the extent that the phrase implies.
If you are the CEO, or on the board of directors of Verizon, and have ever needed "customer service." WAIT! That can't possibly have ever happened. Because if it did, I'm sure that a responsible board of directors, or even senior management, would not accept the following as 'acceptable customer service standards:'
You can only respond to your customers by reading a script.
You have studied zoology, because the people who (eventually) answer the phone are trained monkeys. (And, I apologize to any monkeys who may be reading this, because I know you are smarter than the alleged humans who (eventually) answer a phone for Verizon.
The "expected" time on hold when you call to order new service is less than 5 minutes.
The "expected" time on hold when you call to dispute or cancel anything is communicated to be 5 minutes or less; but the calculation has no beginning and no ending.
Spanish is your first language, and you are allowed to answer calls from customers who elect English as their preferred language. When said CSR (inevitably) transfers said customer, he/she transfers them to a Spanish speaking line. (Sorry, I'm not of the Dora the Explorer generation. I need to speak to someone who actually speaks fluent English.)
You take a 'new order from a customer, but do not verify the locality of their address, so you order service for some poor soul who has no idea that you want to come over and tear up their yard.
You can't link an old account to a new one, until the new one (for which took over 2 months to get them to arrive in the right town) is over a year old; and the old one is classified as "delinquent.:
Why was it delinquent? Because the invoices were going to an address that was no longer valid.
Why is that a particular problem? Because, when I want to expand the services to my 'active' account - there is a "credit alert" on the account. Why? Because, after about 18 months, they have figured out how to link the accounts; and decided that I cannot expand my current service until I pay a bill for service that they refused to cancel for close to a year.
The most frustrating thing of all (to me), is that the technical service that is received through Verizon FiOS is good. The technician who (eventually) showed up to connect me was great. And, he whole-heartedly believes in the technology.
If only they could allow technicians to take the calls, set up their own appointments, and complete the process - they wouldn't have to spend all of that money on the trained monkeys - who aren't as smart as any monkey I've ever seen, heard of, or imagined.
So - Buyer Beware. Verizon technology is good. But if/when you need to speak to a human, and discuss (and perhaps dispute) anything - you are royally screwed.
I'm most proud of myself for not cursing through this 'rant.' It may not even sound like I'm ranting. Trust me.

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