Customers continually complaining of waiting on hold for more than an hour for fios tech support and then when someone finally gets on the line they are in the Philippines and speak very poor English. Keep the jobs here in the U.S. and keep our customers satisfied. Further more, if you make a call to any company, ask the representative if they are located in the U.S. If not, ask to be transferred to a U.S. call center or ask for a phone number that connects calls directly to a U.S. call center. Happy Holidays.
5 replies (most recent on top)
@KzDmvB2-1ajc New York.....Since the FSC is disconnected and we can not get anyone in the FSC as Techs....We tried calling the 1-800-verizon number as a customer with technical issues to backdoor through to the FSC. But what we get is a customer service rep who's only knowledge is if something is not plugged in. It's not the FSC....I don't know who they are....and you are reaching them by choosing the technical options. They know nothing.
I will say it again....a job that would take minutes with the FSC is now taking hours without the FSC. You do not need the FSC on every job.....but you do need them for certain issues...the tablet just won't do it...those jobs are taking hours now.....not fair to the customer.
I'm a FNT, been wondering about this for a while. That used to be run out of Hampton exclusively, now they are using much less experienced NT's in Silver Springs. So of course, surplus is offered daily in the FSC.
What state are you out of?
Techs are not allowed to contact the FSC by phone anymore to resolve issues for the customer in minutes. Instead, we are only allowed to use the tablet chat option which does not work at all, and takes hours! what a joke. It's so ridiculous that you have to think this is sabotage. instead of minutes, to solve an issue,we're taking hours.
Someone please step in and end the madness! for the sake of the customer.....I get paid by the hour, so I'll sit there in the customers home for literally hours and try the tablet chat all day, getting disconnected and "chat session timed out"
sabotage
That is what's wrong with the company. They could give 2 sh--s about the customer.
The last contract allowed overseas based call center support. Now you can get Pakistan if you call RSSC at 3pm on a Tuesday. We had Verizon's backs against the wall with their fool replacement jokers and we caved. The union blows dead donkey dickks.