When will this get better? Is it even a priority? It makes working difficult and working from home for front line feel impossible!
13 replies (most recent on top)
The systems are so terrible because most of our IT was outsourced to an Indian company called Infosys. The systems were bad before but now even worse. Good luck filing a ticket. Often times the AYS ticket page will not load. Clear cache and cookies 3 times a day and maybe it will work. Can't count how many times I have heard of a customer spending hours or even days at a store trying to get a phone. Problems are even more persistent with in store pickup orders. Error message after error message after blank screen after clear cache and cookies is the norm.
Our store had a business customer in trying to do a simple upgrade. During the process the customer asked is there a problem and why is it taking that long! An hour for a simple upgrade! Not a good customer and employee experience. The old system was archaic but at least it worked. One last tidbit, it was reported today that covid can live up to 25 days on a glass phone screen! With that out there when is Verizon going to put signs out by the stores demo phones asking customers not to touch the phones by hand? The reps and managers are so intimidated by the survey they won't say anything to them! Also one rep was so upset yesterday because he helped 2 customers wearing their masks as chin guards. So Verizon its only a matter of time on the lack and disregarded safety protocol in your stores. I am documenting everything and yes my phone has a camera.
Try being at home and attempting to answer an easy question for a customer who has waited and waited to speak to someone and you can't answer because nothing works. Fun times
Break into the old business system and sell it screw touchless it more hands on than it was before. We have to sell stuff to keep our doors open
The business pos system is a disgrace and Verizon should be ashamed of themselves for rolling this out. No one in our store wants to help a business customer because of this system.
Using Business 360 is like playing a game of 3 Card Monte. You keep clicking on tiles trying to find the info you need, but the info you need is actually hiding in Legacy.
If they were trying to make things easier and more efficient, they missed the mark.
Your systems will be replaced self serve iPads and a couple of clerks. You’re worrying about the wrong things. Verizon is on the path to Express locations and everything else indirect.
How can a customer have confidence in our network, if our store systems give them such a horrible onboarding experience... take .5% of what you put into the network and upgrade our systems. If upper leadership came from the stores, they would get this.
One of the “benefits” of offshore development. It’s amazing anything works at all.
It really is embarrassing and ridiculous.
Its embarrassing and ridiculous
With how things are currently how can you deliver a positive customer experience? Not to mention for employees. Its embarrassing and ridiculous
They either know and don't care for don't care and don't know