Thread regarding Verizon Wireless layoffs

Store issues- Leadership has no clue

Not only do we now have to set a side a sales person to cover appointments... but we have half the staff we used to. "Come on in" says the lady with no clue. She didn't even know we had A-Frames telling people to wait at the door. Just put everyone in the queue? No crazy lady...that would means 2 hour queues (or more) with no lunches for reps. We have 3-4 reps per day working. 1-2 for appointments/on-demand appointments. Leaving 1-2 reps to run a "back to normal" queue. Do you know how long a 3 person queue takes to clear with 1 or 2 reps working it? Of course you don't. What about a 5-8 person que with staggered appointments and ISPUs? Do you know the abuse we take from customers due to long wait times or far out appointment times? Of course you don't. You think you are going to get quality when I'm abused all day and our customers had to wait forever... I'm just trying to survive the day. Do you know we are touchless and have to wear masks then catch grief all day about masks from customers? Of course you don't? Do you know our SMB reps hide at home and we only have the ability to help half as many customers as before and you ask why us SMB sales are down? Do you know how many new lines walk away daily due to not being staffed properly? Of course you don't. Do know how many customers come to get help at the store only to walk away in disguste because of the lack of help? Really? Does this sound like a successful business strategy? Again, of course you don't? Figgin clueless. You know nothing and preach BS. As the country gets back to "normal" you pretend WE can do normal again... yet YOU changed retail's entire landscape. Stop placing blame and understand we all want to succeed but YOUR vision handicapped our ability to win. Your customers aren't ready and willing to do the telesales world. They don't want a chat box. They don't want bad answers from an app. Besides, when CS can't fix it they send it to the store and it goes full circle. Stores are running at 60% of what they could be if we were staffed properly. Someone needs to be demoted or fired for this decision. Get rid of the front line and have leadership hide from the front line... and you reap what you sow. Many Generals have lost wars that way. Your reality isn't reality. Keep on pretending. You are out of touch at this point and lost in your own echo chamber. In this company everyone drinks the kool-aide and isn't allowed to have opposing opinions. Our credo is dead. Welcome to never-nerver land. Leadership please grab your golden parachute cause your pixie dust is running out. Mic drop. Thank you for listening. :)

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Post ID: @OP+1actbx82

58 replies (most recent on top)

I don’t understand all the talk about 2 hour waits etc. CUST walks in “Hello welcome are you my appointment or are you picking up a phone you ordered online”. This sets the tone and you get an answer — No I didn’t know I needed an appointment do I need one? — “what are you looking to do today ? I have a few minutes before my appointment to see if I can help” If they say upgrade - process online, troubleshoot - call tech, bill question -call CUST service or make an appointment let me send you a link, new line/ accessories right this way”. Anyone who insists on waiting. “The wait may be 45 min but we are expecting appointments if they arrive we help them first.” If it is close to an hour before close let them know they are welcome to wait but appointments will be helped first and if we get to 7pm the store will close and they can return another day. It’s always best to make an appointment so we can do our best to help. We always loudly and sincerely thank anyone who has made an appointment

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Post ID: @2Tpep+1actbx82

Lol, so I’m #1 in my district. Have been since I’ve gotten there, and always will be. Granted, I’ve only been in corporate for 3 months but I’ve been in indirect for 5+ years. I thought to myself: “man, finally got my corporate opportunity”. I thought corporate would be amazing because I’ve always heard such great things about it and about the pay, I was just never able to get hired to a corporate store even though I’ve always been top three for any company in any district I’ve ever been a part of…

Then I found out about team based commission 🤦🏻‍♂️ Ik these decision makers aren’t fu----g clueless and it blows my mind that they thought that was a good idea. In the first 6 days of the month, I had 38 new lines, 25 upgrades (doesn’t matter but I did it for the ARD), every single line on Get with either VZP or multi device protection, $10,000 in accessories and 10 blue banner credit cards and 6 home protects… we have another rep with 6 new lines and we get paid the same commission. The kicker, that rep makes $15 more per hour than me 😂😂

I’ll be gone very, very soon. I’m not there to make anyone else money, I’m there to make myself money. And if they don’t want to incentivize that, they’ll lose their best seller. And that’ll continue to happy indefinitely until they run the retail landscape all the way into the ground.

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Post ID: @2yqvd+1actbx82

EVERYONE!! I MEAN DAMN NEAR EVERYONE IS DRINKING THE KOOL-AID! The cell phone industry pushed customs online to shop and wonder why we can't sell their expensive accessories... Uhmmmm you've taught every customer to go to Amazon where their screen protectors are 3.00! Understaffed is a understatement... It's a damn skeleton crew! Customers are upset at us because wait times are longer than ever but when you explain this to higher ups they are saying we're not hiring more people because customers are not doing business in the store as often as they use to!! Bullsh!! It's like this company is deliberately trying to make the stores fail so they can take that info back to shareholders to say "see look, numbers are down in stores so we need to shut them down!!" Don't get me started on the MENTAL HEALTH OF THE STORE MANAGERS AND THE SOLUTION MANAGERS!!! They literally need psychiatric help!! because of all of the stress! Tasking managers with running 2 stores with only a 5k pay increase if that! Verizon wireless can't speak on ethics and integrity with me anymore! The way they're running the company is a f-c$ing joke!

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Post ID: @1Flju+1actbx82

Found this linked post on a tech website. Pretty much paints the picture of my he-l and the start of the end of what was once a good employer.

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Post ID: @rxrv+1actbx82

No sure how a store full of part–time reps is a good investment for the future of the company. Learning our system/ policies isn’t something that you learn in 1month,3 month, 6 months or even a year. Oh well, I’m here for the ride.

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Post ID: @ivex+1actbx82

I love when my customer tells me that I should tell my boss that we need more help. Ha!

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Post ID: @hvdp+1actbx82

So I don't get why everyone is complaining about not getting a break... Most of the time, no one tells me to take a break or go to lunch, I ask to do that. If you tell your manager, they can not say no (unless someone else is on break or lunch) or they might say to wait a little bit. But when its busy and I haven't taken a break,I still go. Sounds like a lot of have a problem just asking....

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Post ID: @hjgu+1actbx82

They have a plan! Finally we get a corporate solution! Oh happy day! Wait. Instructions say to sign people into the que if they want. Give them choices? Duh. Don't tell them they need an appointment. Dont prioritize needs vs wants. Offer to text them. Mr customer, yes, this is the cr–––y way we choose to do business. Do you want to wait in a 2 hour que? Well it could be an hour or maybe 2 1/2. Depends if appointments show up and if our reps take lunch. Yes, you can wait but not here. Did someone call off? No, this is my entire staff. You need your email fixed but forgot your password and have nothing else to do. And you already tried to call tech support and got transferred twice and hung up on. OK. You can take the place of the family that wanted to port in but didn't want to wait any longer. Bye family, sorry we couldn't help ya. Great plan Corp allstars. We ran better business during Rona. We keep taking steps backward. Employees are paying the price and our name brand turns to junk. Hope I get a good survey.

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Post ID: @hycg+1actbx82

Talk about accurate. I can’t remember the last time I took both my required breaks and lunch during a shift. Being an SM( at least an attentive one who doesn’t spend time in the back all day) we have so much on our plate when it’s just one SM running the store on a given day. Dealing with constant system issues, inventory issues, escalations, checking customers in, reporting number and listening into transactions, the job is tough for one person who cares about their role and reps. We just want a normal size (full time) staff, adequate resources, a working system(POS) and more abilities to take care of the customer in store.

We just want to be heard and additional support from upper leadership ( not just Pulse Surveys that do nothing for us in stores). Us on the frontline know what about customers want/need. We know the reasons customers come in and how to help them. Most of our resources and abilities are severely limited. I will continue to support this company and it’s customer to the best of my ability. This isn’t in regards to change in pay, but not hearing our voices in the what support/areas we need help with.

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Post ID: @fvsc+1actbx82

Anyone forget when Verizon paid the front lines staff guaranteed commission and full pay as most of y’all sat home and didn’t actually work? Ah, so forgetful. It’s time for business as usual and remember, Verizon is a business and needs to DRIVE REVENUE. Be grateful you’re employed with great pay and great benefits.

Is the glass half full or empty? Stop your whining and get to work.

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Post ID: @dohs+1actbx82

Damn well thats certainly what ive been experiencing with Verizon...all makes sense. Good head on ya keep paying attention but also be hypervigilant with your anonymity. Trust me, really, the backlash for doing good and even just venting freely in a company so large (or prominent/wellllll trusted and respected) is almost unsurviveable, on purpose, so just be careful. Im in the midst of such horrific terrorizing myself right now. Its almost too much. Hate to admit, wish I hadnt seen or heard anything at all....

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Post ID: @dcbt+1actbx82

Profit over People - A Corporate Nightmare by Verizon Wireless

Written by: Franz Ericsson
Directed by: Kons Boring

Warning- many people were harmed in the making of this story.

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Post ID: @chdu+1actbx82

Verizon is nothing but a greedy corporate bloatfly lumbering along sucking up all the dirty cash it can. Years ago after getting repeatedly lied to about a fix for an easily reproducible bug that pre wanted me from getting emails on my work phone from day 1, I finally took it up the ladder. I finally was contacted by the Western Head of Customer Relations or some silly-titled sl–e all who told me that Verizon isn't responsible for the claims their employees make.
Are you f-ing kidding me?
Since then, I haven't been responsible for the claims Verizon makes, such as debts owed or payments not made. There isn't a judge on this planet or a g-d in this universe that can make me give Verizon money for cheating me. I caused them to lose over 100,000 dollars of business with my company and individuals that refuse to deal with their scams. Sorry you employees are having a tough time, but I could have told you Verizon is evil. I DID tell some of you. Just because it pays the bills doesn't mean you should take a job, because the cost to your humanity is expensive. All of you should just walk out and demand better communication, better pay, and better support.
I STILL won't have service with Verizoff ever again, but at least you employees would have some better job conditions.

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Post ID: @aenw+1actbx82

Original post talking about store issues and what would be hours long line is true! Our queue has been up to a 3 hour wait AND we are NOT getting lunch breaks. I have checked with friends at other stores and they are in the same boat. Forget social distancing too. DM has no solution but to keep pitching Verizon Home insurance. Customers don't necessarily want to be mean but after their wait who can blame them for being short with us. But, again, we don't deserve to have their anger put on us either. Yes, we are Verizon but I am not the fool who changed our staffing. I'd have 4-5 SS's minimum here at all times and be staffed for vacations and call offs. We are the sales people. We are the customer loyalty retainers. If you can't do the people experience correctly then what do you really have left?? Verizon has way over 100 million customers!!! This is the customer to employee ratio you settled on? Hey national recruiters for other companies now is the time to hit us up if you are looking for good people. Let the exodus begin.

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Post ID: @aoen+1actbx82

Verizon now wants full time employees to go part time. Part time still means you can be made to work 5 days. Don't let anyone lie to you. PLUS they want to hire part time but can not find people that want to take on all this c––p for 24 or 32 hours so store reinforcements will not be coming anytime soon. This is the "American dream" job that the leaders and media "raved" about during the pandemic? You will not find a happy Verizon retail employee. You will find good people that are battered and bruised and praying for help.

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Post ID: @ayit+1actbx82

I spent the last 11 years working in the indirect channel, although I started in corporate retail in 2005.

I've played both sides of that, and I can confirm that the strategy became to leverage the indirect agent channel as much as possible for growth, even if it cannibalized corp retail doors. This has been going on for quite a few years now.

It has become more and more evident in recent history that the company has elected to blur the line between corp retail and I direct agents. Remember when they changed logo/signage requirements on the location exteriors? Remember how everyone gets the same uniforms? Remember how there's nothing a corp store retail rep can do that they can't do in indirect agent doors? They've been working on cutting the legs off of retail for a while.

They effectively get to move the same volume of business through the agent network as the Corp retail doors, but at a close–to–zero cost to them. It's brilliant.

Until the customer experience starts to suffer because you've gone so woke as a company that you've started lecturing humanities courses instead of compensating your employees.

It used to be a pay–for–performamce environment.

Now it's just a miserable corporate environment that wants you to post corporate c––p to your instagram because they don't know how to advertise effectively to the market they're trying to pander to.

I appreciate the time I had there, and climbing the corporate ladder, and making the money I was able to make when commissions were a thing we could earn.

But I'm also glad it's over now, too. That company sucks now.

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Post ID: @9voj+1actbx82

Verizon is a typical greedy out of touch corporation. Upper management completely out of touch with the real world. Numbers only...

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Post ID: @9sdo+1actbx82

Ha! Again readers. Verizon sent there HR team to post another (-60 reviews) overnight!! Score +98/-61 at night and b–m +98/-121 in the morning. This after (-50 reviews) they posted in a 15 minute window on day two of this post. You have to ask yourself... why so scared?? At least (110) Corp driven negative feedback reviews!! Wow! Trying to control the narrative? Guess truth about employee mistreatment and customer neglect hurts. This is a attempt at a cover up. Pay me my hush money by hiring more store staff and offering customers the service they deserve. You know... stop treating everyone like animals. We matter.

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Post ID: @9gdk+1actbx82

I work at another Carrier and Im so happy to find out that these issues with wait times and understaffed stores arent just a me issue. Everyday i come into work we have half the town come in to upgrade which just screws up my metrics, wont buy any accessories and then they need to take up an hour of time for their stuff to transfer (even though the phones literally walk you through it) and ask 1 million questions and just back our line up even more. Meanwhile all of the new lines and subs will end up walking because the 2 hour wait. Then we have to deal with people not wanting to wear a mask , complaining they cant wait in the store because the customer limits and they just take it out all on us. I love my employer and i do enjoy the job but wireless customers in the year 2021 are the most brain dead and st—d people i have ever dealt with in sales/retail. Felt good getting that off my chest

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Post ID: @9vxn+1actbx82

Corporate leadership? Yeah let's just stop right there... There is none

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Post ID: @8zge+1actbx82

Remember that x50 of the negative reactions were placed here by Verizon Corp in a 15 minute window 2 days after this was originally posted. (Verified by NJ Corp poster on this site) We, the real Verizon store employees, know the truth. Stop "trying" to make your garbage smell less stinky VZW leadership! Just do the right thing da—t! If you can't care about your employees... why would any customer think you would care about them?? Greedy, evil or clueless? I will go with D- all of the above.

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Post ID: @8swc+1actbx82

After reading all the comments i think i wont be changing to Verizon. We had thought about it just last week and have been with AT&T since 2004. Think we will just go with simple mobile or something prepaid . Thanks for all the info.

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Post ID: @8ddc+1actbx82

I worked in retail at VZW from 2016-early 2020 and from what I'm hearing from former co-workers and the visit I had to take to get a CLNR 2 weeks ago is insane. And exactly what I foresaw happening. As others have stated Covid simply accelerated the path to minimizing the importance of retail stores and hence closing most of them. The issue is the customer base isnt ready for the all digital model.

We'd always hear about team comission being trialed in XYZ market or phone vending machines for ISPUs being trialed somewhere else and I saw the writing on the wall and got out. Sad state of affairs for what was once a great company to work for at all levels...BUT WE OWE IT TO THE SHAREHOLDERS TO SLAM HUMS AND TMP. WHY DIDNT YOU SELL AN IPAD FOR EVERY LINE ON THE ACCOUNT?

true insanity.

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Post ID: @8bcc+1actbx82

I worked at a corp. location for about 5 1/2 years. New manager came in and we began the " you are not selling enough Hums for us to keep you" game. I tended to be upper percent for TMP and accessories. They did not care. st—d a-s car connected ticks is all that mattered. We hit the last month of BS coaching ( manager said we would do role playes when the DM was there, yet ignored me when he was gone) and I parted ways. Shortly after I went to work for an Indirect. That is when I realized corporates long-term. All the trouble shooting and non-sales stuff was being funneled to the indirects. Over the year I did indirect I saw a store with 3 reps ( 2 part time) and a manager hit a corp stores numbers. It seemed to me corps are being set uo to fail so indirects can take over. No lie, I hit higher numbers at that indirect yet didn't even see half my corp earnings. It is just a huge money grab by upper management. You would think 2 of them would have learned from thier prior companies that you can not eviscerate a company to success.

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Post ID: @8gcp+1actbx82

Corporate leadership has a total disregard for work conditions in the store. Vacations are hard to come by because of "business need". Where is HR? Does anyone care? Can the state or government be brought in? This can't be legal. Isn't there supposed to be a check and balance? The headcount has gotten so low in each store they now change hours on a weekly basis or close Sundays due to a simple call off or vacation! Ha forgot to build time off and such into the plan. Complete incompetence. Staff my store so low you put us in harms way. Two people in a store with a couple hundred thousand $$ worth if phones after dark and Corporate security all of a sudden over rides safety procedures. Hmmm. Nothing to see here folks, move along move along.

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Post ID: @8ehr+1actbx82

Retail leadership is mainly poor performing reps that were promoted to a position to give them a purpose.

They sucked in sales lets promote them. Great way to create a dictatorship

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Post ID: @8bpz+1actbx82

I worked for Verizon almost 10 years ago and after the BS I had to deal with I knew it wasn't going to get any better. Leaving was the best thing I ever did.

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Post ID: @8ewh+1actbx82

As a T-Mobile rep, we are in the same boat as you guys. Our queue is about an hour or two every day not including appointments. My store had an employee quit on us and two others got promoted, but it turns out we aren’t backfilling the positions. Thank g-dwe don’t have to pitch tv anymore at least.

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Post ID: @8ipx+1actbx82

It is HORRIBLE TREATMENT the sales reps receive since the pandemic started. I certainly hope that AT&T or T-Mobile doesn't have the same issue
As far as the corporate stores... since we are Costco members we updated our phones.. we were told by the Costco rep that we would have to send our old phones to be traded in via US Mail. We spoke with a CSR, perhaps at a call center in INDIA???, and didn't get any results. So.. we took the phones to a local Verizon corporate store, and the rep successfully processed the trading, with no problem.
Yes, there was plexiglass all over the place, we had to wear masks, and we can thank the CCP.
Anyway, Kudos for what Verizon did for us!
Seriously, the Verizon network is better than the competition!

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Post ID: @8jss+1actbx82

The accuracy of this post...I wish I could shake your hand. Speaking of, does anyone else find it a little weird that the company is expecting us to use all of these touchless options, yet they are pushing customer service, which means we have to...touch the new phone and accessories? That is, assuming we sell accessories, given the markup prices we have compared to the many other places where you can buy the same things for cheaper. Anyways, the email...I saw that come through and I immediately knew that it was opening the floodgates. People are pouring into the store I’m at and we’re averaging 90-120 minute waits almost daily. My store has six total reps and three managers. We lead our district almost daily. We are beating stores that have 7 or 8 reps a day working, with multiple managers, meanwhile we have 3 or 4 people working in the store total, 1 of which is a new hire in training for the part time spot. Now, imagine that daily, with the influx of people coming into the store. No signage anywhere other than on the main doors, but there’s so much small, fine print on them that nobody stops to read. I’m in a store in the heart of the Bible Belt, where nobody believes the virus is real and it’s politically driven..so, what happens then? We see people walking around with masks in their hands, under their chin, etc, and us reps/mgrs have to be the ones to leave our customers multiple times a day to have the same broken conversation with people and ask them to please put the mask up. Once that conversation is over, we have to check in the next family walking in because we’re already up there, so might as well do it. “Welcome to Verizon, what’s your name and we will sign you in. Okay customer, right now we have about a 45 minute wait, so if you’d like to -“ A FORTY FIVE MINUTE WAIT? JUST TO GET MY PHONE LOOKED AT? THAT’S RIDICULOUS, I’LL JUST GO SOMEWHERE ELSE!”..and now we have to walk back to the customer we were originally helping, completely dejected, and then worry about whether or not our boss is gonna jump our case for not pitching them a VZHP or Hum, or whatever metric is the flavor of the week to this company. I fully believe the stores are being gutted from the top. Unhappy employees will lead to unhappy customers, which will lead to bad scores, more online sales (which they’re clearly shooting for), and more store closures. I fully believe this was a long term plan but Covid put it into the express lane. The surveys are complete BS and just an easy way for them to justify not having to pay us what they used to. I have gotten many bad surveys because of something the company did. I can be having the greatest experience with a customer, and then when I break down the pricing to them, we get on the subject of the upgrade fee, and sometimes they walk, sometimes they pay it but make rude comments about it, etc. Those are the ones that give us the bad surveys and make us look terrible to our peers. What am I supposed to say at that point? “Hey Mr. Customer, I know you’re leaving the store because of the upgrade charge, but give me a 10 on the survey call!” No, that’s borderline insulting. As a 6 year retail employee, I am exhausted. I am burnt out. I am depressed and seeking medical treatment for this. I can’t just “find another job” because I have no degree, and in the location I live, this is pretty much one of the best gigs possible. I’m single, therefore I have nobody to split my bills with if I took a lower paying job. I am tired of every day being a struggle with the general public, rather than it being just another day at the office, although some may argue that’s what this has become. I’m tired of fighting with people over the masks, I’m tired of the people in my town treating the employees like s–tbecause they think we’re all sheep and wearing masks because the president is selling us to China. I. Am. Tired. If any of you take the time to read this or comment, just know I’m thankful.

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Post ID: @8gei+1actbx82

I couldn’t agree more with the comment above. Hans is the worst thing that ever happened to verizon. I left 3 months ago and it was the best decision I ever made. Verizon doesn’t care about it’s customers and damn sure doesn’t care about their employees. They put out these award result and survey results with high scores for employee satisfaction. Hans and his team must be the ones taking the surveys because we as employees damn sure don’t feel that way. I was a president cabinet winner which is the top 1% of sales and when we went to a team commission structure which was blamed on covid like everything else I took a $50,000 year pay cut. Now everyone makes the same and the people that are left are miserable. They’re overworked and the people left that actually care are looking for jobs. My prediction is verizon gets sold to google or another big company like that. The majority stock holders need to do something. Force Hans out and try to save what’s left of this horrible company. The product is overpriced and the network has gone to c––p as well. Someone needs to listen. It’s not the employees faults that verizon made the 2 worst financial decisions of all time and Bought AOL and Yahoo. These purchases are now being paid for by cutting employees. Meanwhile Hans is making over 19 million a year with stock options. So stupid.

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Post ID: @8lih+1actbx82

Wow, how about charging small business owners 85% of their bill in fees for services you don't provide?

At least now I know everyone working there isn't a criminal.

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Post ID: @7klk+1actbx82

7zzh+1actbx82 I'm not defending Verizon in any way on the state of their stores in regard to staffing and the continuing pandemic( ( relaxed or forgotten safety protocol s)especiallyafter the email). However, when you entered the Best Buy did you notice the store size difference to the small Corp store?In what part of the hour did you figure out there's other places to buy your phone,I suspect during the 60th minute, this site is for employees, former employees on work conditions job conditions etc it is not a consumer site.If you are from the Norteast then all stores have capacity guidelines that some Gms and sms adhere to for the safety of the staff. NJ and NY have the highest transmission and deaths because of the new varient. Also,check how many stores that are closed because the fronline was exposed to someone with covid! All in a small store environment.

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Post ID: @7lak+1actbx82

I worked there 2005-2008. I thought it was horrible then! Managers are all not qualified because no one stays. There is no mentoring . Every employee is reinventing the wheel because no one knows anything.

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Post ID: @7ihg+1actbx82

As a consumer, that's why we ended up going to Best Buy and getting our new phones rather than buying in store. At least there we could touch things and interact with a rep without waiting in our car for over an hour for a text letting us know someone could wait on us in a store that looked like it had just opened and had no inventory.

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Post ID: @7zzh+1actbx82

How about an official answer back from Verizon instead of just having your goons thumbs down the posts. The denial is mind boggling.

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Post ID: @5tmg+1actbx82

Bump. Not sure why this has so many downvotes lol.

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Post ID: @4ejc+1actbx82

It's a total s$!t show now. Time to leave this sinking ship. :(

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Post ID: @3lbs+1actbx82

Thanks NJ poster confirming that Corp needs to try to control the narrative instead of the issue. We don't need to say names. We all know who the dummies are.

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Post ID: @2sey+1actbx82

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