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Verizon Often Does Not Treat The Customer Right
Posted by: Verizon sinking? ()
Date: April 17, 2019 05:43PM

From experiences over last several months since September, problems with Verizon uncovered:

This https://www.forbes.com/sites/jeanbaptiste/2018/10/05/verizon-lays-off-44000-transfers-2500-more-it-jobs-to-indian-outsourcer-infosys/ because of this https://www.nasdaq.com/symbol/vz/financials?query=income-statement (Interest Expense line) and this https://www.nasdaq.com/symbol/vz/financials?query=balance-sheet (Long Term Debt line) and from that, this https://www.thelayoff.com/verizon-communications and https://www.thelayoff.com/verizon-wireless?sort=active . If Verizon was not paying $4.8 billion a year in Interest Expense on $106 billion of debt, much of it from this in 2013 https://www.theverge.com/2014/2/21/5433260/verizon-vodafone-sale-for-verizon-wireless-complete, one of the largest debt loads of any country in any America, then jobs could be saved, more experienced workers helping customers could be there, better training, etc.

Lot of unhappy customers https://www.bbb.org/us/ny/new-york/profile/telecommunications/verizon-communications-0121-411/complaints (7407, only 1 of 5 published, so 37035) and https://www.bbb.org/us/nj/basking-ridge/profile/cell-phone-supplies/verizon-wireless-0221-1001468/complaints (total of 25946 currently). And BBB complaints are more filtered and trustworthy than other review sites. This is only a fraction of the problem, as many customers do not go this far. But bottom line, a company needs to treat its customers right to help increase or maintain its revenue.

Though Verizon Wireless's and FIOS networks are rated better, but exception right next to one of the largest malls on the East Coast https://www.tysonsreporter.com/2019/03/25/despite-silver-line-cell-coverage-improvements-call-drops-continue-in-tysons/ , its customer service and technical support is more recently lacking, and this for the higher than average price you pay vs. competitors, with many Verizon workers not fully knowing what they are doing or fully listening to customer reasonable communication service needs and concerns. At the same time, company pushing the FIOS and My Verizon apps, works for many concerns, but not for more challenging ones not Googleable, plus tell this to a growing population of older, say age 65+ customers on a phone call with Verizon or Verizon Wireless, who some have challenges with email, texting, or using a smartphone https://www.politico.com/agenda/story/2017/09/27/transportation-for-the-aging-population-000531

Personally
- Last fall, local Verizon Wireless stores, Reston and Fair Oaks Mall, not carry flagship phone meeting personal needs. Ordering with a rep over the phone set alarm bells with credit card company, too high of a dollar transaction for a remote transaction, and hours to babysit process for overnight delivery, phone was dying.
- Needed signal booster for weak 1-2 bar signal 4G LTE signal in neighborhood (all cellular carriers are challenged here), 9 hours on phone with reps at all levels, can range of network extender be limited in an apartment environment? (yes, found engineer personally, so simple, but no one, no one at Verizon technical support knew), even escalating above all that.
- Older Relative wanted to change FIOS TV plan. First rep messed up the order so bad, after 3 other reps and a supervisor trying to straighten out mess, it got escalated further again, spending more than 3 hours on that situation.
- Tried to return unused piece of equipment to the Verizon Experience, FIOS and Wireless, store in Fair Oaks Mall recently. Wanted to be sure they got it, was already in the mall running other errands, which in the past they accepted such returns, but now must use UPS service, another cutback hurting and inconveniencing some customers.
- And when call Verizon Wireless at 1-800-922-0204, a text messaging invite to chat with rep (optional). Might work for simple concerns, but for challenging concerns, this be slow typing on a smartphone on screen keyboard.

With the layoffs (links above), employees working there are hurting too. Used to work there years ago, and even did strike duty for weeks in a FIOS call center replacing striking union employees also upset with the company. The last call center assigned not far away a few years ago, had mouse infestation problem, good tool for keeping the regular workers.

Verizon holding its hopes on 5G https://www.tysonsreporter.com/2019/01/07/what-5g-means-for-tysons/ with its large capital expenditure, cells must be less than 2000 feet apart, and unsure how many customers want it when 4G speeds are adequate for many. Also problem at least a few or several hundred thousand will be caught off guard by this https://www.verizonwireless.com/support/knowledge-base-218813/ , not well advertised. And wait til some of those folks with older phones not working any longer in a winter storm in a 911 situation anywhere nationwide, similar to the Washington Post having a heyday with over 1 million customers in Fairfax County losing 911 service in the June 2012 derecho because Verizon failed to have its backup generators working properly which that was only one county in 50 states. These are not good for Verizon's income statement and balance sheet, with loss of customers and lots of expense.

Verizon may be better off, selling Verizon Wireless, at least a majority interest to Amazon, who knows how to handle customer service right, and the other pieces to others. They over the last years sold they FL, WV, TX, FL, and other states landline operations, now focusing on the NE and Midatlantic states, and looks like they may in the near future need to sell off other pieces to pay off debt. Right now, with Verizon customer service?, its like Whole Life for some customers, where before Amazon took over Whole Food, some called that Whole Paycheck.

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Re: Verizon Often Does Not Treat The Customer Right
Posted by: yawn...... ()
Date: April 17, 2019 06:50PM

who cares.....

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Re: Verizon Often Does Not Treat The Customer Right
Posted by: EHXXP ()
Date: April 17, 2019 07:01PM

All the customers and employees including current and former ones of both groups hurt by this company. And upper management of Verizon should care to do something, less see their downfall in the future.

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Re: Verizon Often Does Not Treat The Customer Right
Posted by: So sad and mad ()
Date: April 18, 2019 07:05AM

So sad and mad so many companies like this, whether because they are losing money or greed or both. Reasonable profits is one thing, greed is another. As a result, customers adversely affected and employees often more so. Some businesses have fallen, also because of bad business decisions not reflecting a changing market include Sears, Kmart, MCI (great long distance service and customer service, but failed to get into the cellular market with licenses in the late 1990s). Radio Shack, some bookstores replaced by Amazon, First Union Bank (overseas scandal), Wells Fargo (on rebound hopefully), Enron bankruptcy, the list goes on.

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Re: Verizon Often Does Not Treat The Customer Right
Posted by: GMU grad. ()
Date: April 18, 2019 07:09AM

One day my house caught fire, and I couldn’t remember the number for the fire department (I now know it’s 911).

The only number I could remember was for Verizon customer support. The lady on the other end helped me contact the fire department, and they were rushed to my house. Unfortunately, I had been on hold for 50 minutes beforehand, and my elderly parents were killed. So four out of five stars.

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Re: Verizon Often Does Not Treat The Customer Right
Posted by: 2ndVote ()
Date: April 18, 2019 07:44AM

It is interesting the companies here https://www.2ndvote.com/company-scores/ that score higher, a 4 or 5, more often than not, have better customer service than those scoring lower, a 1. These better companies, fewer customer complaints, compared to companies of the same size. Not a 100% correlation, but a great amount of correlation between the two.

If you use any business enough times, some at least small mishap occurs, as no business is 100% perfect. What the business does for you to right the wrong makes a huge difference whether you use that business again. Went into Chick-fil-a, had mobile offer for free fries, person serving at the cashier saw I qualified for it, when tried to redeem it, the app malfunctioned (though worked fine times before) and lost points. Person at register checked with supervisor right there, and credited my receipt to receive the fries free (problem solved in less than two minutes). Other businesses, Comcast at least years ago, friends who have it in Loudoun County and Florida, long nightmarish experience with customer service to get things right or a bill credit. Comcast service so bad that they changed their name to Xfinity so hoping new customers will not link past bad experiences with Comcast in signing up with Xfinity.

When things or life especially go wrong, Chick-fil-a goes way out the way to help - https://thechickenwire.chick-fil-a.com/Lifestyle/Hope-this-makes-your-day-better?utm_source=promo&utm_medium=email&utm_campaign=041619_CFA_AprilBrand&utm_content=B1 Other heart warming stories through the years - feeding motorists stranded on a highway in a storm, etc. Regardless of your thoughts whether they should be open on Sunday or not, conservative or liberal, one can hardly dispute nearly all the time the other six days, great customer service, and they are profiting more so than other quick eat chains open seven days a week https://www.entrepreneur.com/article/320615 and https://www.forbes.com/sites/aliciakelso/2018/04/03/chick-fil-as-growth-trajectory-fueled-by-demand-for-simplicity/ . Go figure

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Re: Verizon Often Does Not Treat The Customer Right
Posted by: ## ()
Date: April 18, 2019 07:58AM

Verizon spelled backwards is Nozirev, and those of us who are Slavic know what THAT means. Ahaha hahahahahaha hahahahahaha

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Re: Verizon Often Does Not Treat The Customer Right
Posted by: Verizon sinking? ()
Date: April 18, 2019 08:14AM

GMU grad. Wrote:
-------------------------------------------------------
> One day my house caught fire, and I couldn’t
> remember the number for the fire department (I now
> know it’s 911).
>
> The only number I could remember was for Verizon
> customer support. The lady on the other end helped
> me contact the fire department, and they were
> rushed to my house. Unfortunately, I had been on
> hold for 50 minutes beforehand, and my elderly
> parents were killed. So four out of five stars.

I feel for you loss. Here too, here and there have encountered Verizon employees who do more than is required, but more so, they are the exception than the rule, some on occasion at 1st level, but you often have to get to higher levels - 2nd, 3rd, or above tech or other support to get to them now, after spending much time on the phone, chat, or limited availability by email.

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Re: Verizon Often Does Not Treat The Customer Right
Posted by: Backwards ()
Date: April 18, 2019 08:18AM

## Wrote:
-------------------------------------------------------
> Verizon spelled backwards is Nozirev, and those of
> us who are Slavic know what THAT means. Ahaha
> hahahahahaha hahahahahaha

Interesting. Also a Google search shows Nozirev is a character in the World of Witchcraft.

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Re: Verizon Often Does Not Treat The Customer Right
Posted by: Another Vz Empe & Cust ()
Date: April 19, 2019 05:57AM

Some time back ordered an cellular accessory electronics item from Verizon Wireless, over $200. From understanding technology stuff better than average, found the item upon powering it up, dead on arrival. Two hour saga, with eight different people and departments in customer service and then transferred to tech support, not believing me the item was DOA. Last rep, said I was going to be charged anyway for this defective item. I said working also for Verizon, and told her she could see the employee discount on my account, not acceptable and would take the matter up to higher management levels, which I had internal email addresses, so she could see I was not kidding. Got prepaid shipping label, dropped off with Fedex nearby as the driver was leaving with last evening pickup, easiest thing about this adventure. Days later, went to the Verizon Wireless store in Reston, they checked my account, was offered item for less than $50. But all told three to four hours of my time.

To help anyone:
More recently, after reasonably working your customer service, billing, tech, or other concern, with lower levels of Verizon for your residential/consumer wireless, FIOS, DSL, or landline issue with at least three reps and at least one supervisor or advanced tech person or when they tell you your concern needs to be sent to the complaint department which goes into a queue, instead to more quickly resolve your issue https://www.verizon.com/about/our-company/leader/contact/870973 by website email for Ronan Dunne, President of Verizon Consumer Group, which can expect a response * within two business days *. Other leadership contacts are here https://www.verizon.com/about/our-company/executive-bios such as for Business accounts, etc. Over several years, have had to do this a few times, either for myself, a relative, and a neighbor. With sharing a concern at this level:
* Be clear on your issue providing details (but not overly detailed, keeping it organized with bullet points if long). Bonus if can Google something on exec's background relating to your issue.
* Stating your desired resolution. Bonus, if can share suggest something related to your issue that can help the exec improve Verizon's business and make your experience better i.e. having more phone variety in stores vs. ordering online.
* And if your issue is so severe, politely threaten changing your service to one of Verizon's competitors if your issue is not resolved. Also stating the threat of bad publicity or news media coverage if lots of customers are affected by your concern, making it a personal concern of the Verizon exec if it affects his/her bottom line.
P.S. Normally, any concerns you have but no reasonable choice to send to one of Verizon's execs, are handled by one of their assistants, or an executive escalation team.

Like the original poster said, over 62,000 complaints with the Better Business Bureau, so it may take some time to get your issue resolved that way.

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Re: Verizon Often Does Not Treat The Customer Right
Posted by: Wierd FIOS Mess Story ()
Date: April 22, 2019 09:21PM

Years ago, lived in an apartment community in the area. While there, for Verizon FIOS, ground dug and cable laid in neighborhood. Two years later, landlord doing renovations in neighborhood removing and replacing building siding, with workers pulling and tugging cables between drywall and exterior siding to get the new put on. Later that year, heavy rains, Saturday evening after Halloween, came home, and found power was fluctuating, one moment 25% and next moment 75% and back to 25% going on for an hour or more, and neighbors in my building were affected, which was very spooky. Called apartment emergency maintenance who called Dominion Power. Turns out, and personally talked with one of the Dominion Power workers completing the work (they were just outside my patio, and wondering hours later when I could turn on my heat on this cool/cold early November night), when the Verizon FIOS cable was laid just underground, it was laid within a foot of the electrical cable underground, and the contractors Verizon hired doing the digging and laying of the cable had nicked the near adjacent power cable. Then two years later, the pulling and tugging on the cables made the nick into a bigger cut and then the heavy rainwater got in.

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Re: Verizon Often Does Not Treat The Customer Right
Posted by: Verizon man ()
Date: April 23, 2019 04:52AM

If you people don't like Verizon then don't buy verizon products or services. Nobody cares about treating the customer "right".

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Re: Verizon Often Does Not Treat The Customer Right
Posted by: Another 2ndVoter ()
Date: April 23, 2019 09:19PM

Some, but not all, 3, 4, and 5 star businesses here that treat the customer right https://www.2ndvote.com/company-scores/ These often have fewer Better Business Bureau complaints for companies of their size.

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Re: Verizon Often Does Not Treat The Customer Right
Posted by: Telemerger = big3 ()
Date: April 23, 2019 10:37PM

T-Mobile merger with sprint getting approved?

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Re: Verizon Often Does Not Treat The Customer Right
Posted by: TYJKT ()
Date: April 23, 2019 10:45PM

Telemerger = big3 Wrote:
-------------------------------------------------------
> T-Mobile merger with sprint getting approved?

Googled article from yesterday
https://www.rcrwireless.com/20190422/analyst-angle/kagan-sprint-t-mobile-saved

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Re: Verizon Often Does Not Treat The Customer Right
Posted by: Recent 1sthand Cust CS Experienc ()
Date: April 23, 2019 11:22PM

Not sure about T-Mobile (never called, coverage lacking in neighborhood), but Verizon, AT&T, and Sprint customer service have issues. Have primary phone postpaid with Verizon, with backups with AT&T (only $8 prepaid/mo, recently acquired) and Sprint ($5 prepaid/mo, soon to rid of, coverage and CS getting worse).

Verizon Wireless - all US based CS, so hardly any English language issues. However many reps training is lacking in tech issues not Googleable. You may get a great rep, you may not. If call for wireline FIOS, DSL, or landline concerns especially overnight or weekends, sometimes you get reps in the Philippines.

AT&T, network close to as large as Verizon's, each has their own dead holes. Sometimes when call AT&Ts 1-800# you get someone in US, sometimes in India or another country. Most in my limited experience usually helpful and fairly well trained reps, and seldom problems with English. However, your transactions transmit oversea (security concern for some) and if sign up for AT&T, your postpaid price is higher because it includes calling to Mexico. That is helpful to some people, but if you not have relatives or friends in Mexico you frequently call, you are still paying for it.

Sprint - CS used to be in Appalachian Kentucky (lower wages) and great. Now overseas, who reps have canned answer for questions you have, not fully understanding you concerns, nor not always completely answering your questions.

Patriot Mobile - a reseller, conservative, 2nd Vote rates a 5 out of 5. However, they use the Sprint network.

Charity Mobile - also conservative and faith based resller, pleasantly surprised by their tech support. If not know answer right off hand on phone, back with you in a minute or two, and emails answered within hours during business hours. Great 2ndVote and BBB ratings. Also one person's review https://www.reddit.com/r/Catholicism/comments/3gd7zr/anyone_use_charity_mobile_cant_find_reviews/ which said 'Regardless of almost all other factors. But, I can say that I've never had a dropped call, never had bad service, never had to wait for a new phone when I've ordered one, never had problems with billing or my bills..I've actually never had a reason to call customer support for this company because nothing I've had with them has ever been a problem. I've never had that before with a phone carrier.' Prices depending on your current Verizon plan typically $10-20 cheaper per month. Downsides for some people, but not others, data speeds average 5MB (Verizon directly 30MB), maximum data plan is 15GB with no unlimited option, and if you are in a very congested area, Verizon direct customers get signal prioritization. This aside, consider Charity Mobile the Chick-fil-a of cell phone companies, regardless of your political beliefs, CFA does have great customer service, and in a common sense situation if something goes wrong, they do make it right.

I have not had interaction with other wireless resellers such as Tracfone or directly with T-Mobile, but perhaps others can share. All resellers are limited by the data speed, plan, and call priority issues above, and some likely do not have as great as tech support as Charity Mobile.

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Re: Verizon Often Does Not Treat The Customer Right
Posted by: author field. ()
Date: April 24, 2019 08:31AM

Recent 1sthand Cust CS Experienc Wrote:
-------------------------------------------------------
> Not sure about T-Mobile (never called, coverage
> lacking in neighborhood), but Verizon, AT&T, and
> Sprint customer service have issues. Have primary
> phone postpaid with Verizon, with backups with
> AT&T (only $8 prepaid/mo, recently acquired) and
> Sprint ($5 prepaid/mo, soon to rid of, coverage
> and CS getting worse).
>
> Verizon Wireless - all US based CS, so hardly any
> English language issues. However many reps
> training is lacking in tech issues not Googleable.
> You may get a great rep, you may not. If call for
> wireline FIOS, DSL, or landline concerns
> especially overnight or weekends, sometimes you
> get reps in the Philippines.
>
> AT&T, network close to as large as Verizon's, each
> has their own dead holes. Sometimes when call
> AT&Ts 1-800# you get someone in US, sometimes in
> India or another country. Most in my limited
> experience usually helpful and fairly well trained
> reps, and seldom problems with English. However,
> your transactions transmit oversea (security
> concern for some) and if sign up for AT&T, your
> postpaid price is higher because it includes
> calling to Mexico. That is helpful to some people,
> but if you not have relatives or friends in Mexico
> you frequently call, you are still paying for it.
>
> Sprint - CS used to be in Appalachian Kentucky
> (lower wages) and great. Now overseas, who reps
> have canned answer for questions you have, not
> fully understanding you concerns, nor not always
> completely answering your questions.
>
> Patriot Mobile - a reseller, conservative, 2nd
> Vote rates a 5 out of 5. However, they use the
> Sprint network.
>
> Charity Mobile - also conservative and faith based
> resller, pleasantly surprised by their tech
> support. If not know answer right off hand on
> phone, back with you in a minute or two, and
> emails answered within hours during business
> hours. Great 2ndVote and BBB ratings. Also one
> person's review
> https://www.reddit.com/r/Catholicism/comments/3gd7
> zr/anyone_use_charity_mobile_cant_find_reviews/
> which said 'Regardless of almost all other
> factors. But, I can say that I've never had a
> dropped call, never had bad service, never had to
> wait for a new phone when I've ordered one, never
> had problems with billing or my bills..I've
> actually never had a reason to call customer
> support for this company because nothing I've had
> with them has ever been a problem. I've never had
> that before with a phone carrier.' Prices
> depending on your current Verizon plan typically
> $10-20 cheaper per month. Downsides for some
> people, but not others, data speeds average 5MB
> (Verizon directly 30MB), maximum data plan is 15GB
> with no unlimited option, and if you are in a very
> congested area, Verizon direct customers get
> signal prioritization. This aside, consider
> Charity Mobile the Chick-fil-a of cell phone
> companies, regardless of your political beliefs,
> CFA does have great customer service, and in a
> common sense situation if something goes wrong,
> they do make it right.
>
> I have not had interaction with other wireless
> resellers such as Tracfone or directly with
> T-Mobile, but perhaps others can share. All
> resellers are limited by the data speed, plan, and
> call priority issues above, and some likely do not
> have as great as tech support as Charity Mobile.


Jesus, why do you even care about retard level shit like that?

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Re: Verizon Often Does Not Treat The Customer Right
Posted by: KNFVT ()
Date: April 24, 2019 08:57AM

Wait til a business hurts you badly, either in wasted time or money. If you are young, then almost 100% guaranteed it will happen to you by the time you are an adult, unless you die before then. Bottom line, deal with businesses if you can that treats their customers right, and the true test especially if even a small hiccup happens along the way. Sometimes you do not have a reasonable choice. If you do, don't financially support businesses that mess with you.

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