Our CEO, Hans and his soon to be replacement, Sampath have no loyalty to American workers. It's no surprise that they are offshoring so many support roles to foreign workers. You get what you pay for though. These vendor agents are dishonest and incompetent and are pushed by their managers to get customers off the phones as quickly as possible. I work directly with the vendors and hear it everyday. It is breathtaking the lies that the vendor agents make up just because they don't want to have a difficult conversation and their managers will not take a call under any circumstance if escalated. This is partly why the company is losing customers to our competition. The other reason are the id--ts who think throwing a perk at a customer and charging them $10 for it is a good idea with the new unlimited plan roll out. We've lost our way as a company and heads certainly need to role but they need to start at the very top.
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You’re missing the bigger picture. Once these moves are done how will Verizon monetize the change? They will add an optional monthly fee for dedicated domestic support. This is from the different consultant playbooks to help a la carte everything Verizon does. The consultants they pay millions to have ruined Ver zon in a quest for marginal profits and higher dissatisfaction. They implement so they can spin their lies to the next company about how great it worked at Ver zon whether it’s the truth or not.
Tech care here, every day I get thanked for speaking “American” English have to listen to gripes about what someone from the Philippines told them. Customers want US based support, he-l they could use that to justify the premium pricing, (American based customer care) nah let’s double down on the things the customers hate the most. AI BOTS and outsourced foreign care, Especially when their reputation is already eroded from years of quality neglect….. do they even read the nps surveys?
@pkk+1mNcesaE yep. I'll never forget a project I worked on with US-based sales and engineering teams. The only overseas team was an install team - outsourced workers. The Vz customer specifically requested the services be installed on a Sat. The overseas install team contact was told repeatedly that this needed to happen on a Sat. She promised in her "kindest and most polite voice" that all was set. Lo and behold we get an urgent Mon. AM meeting invite for damage control. She never showed up on the Sat. install call and didn't answer calls or texts (her mgr. didn't either). The customer was irate and ripped the sales team. On the call, she laughed before every question and had to be asked several times why she was a no-show. It wasn't nervous laughing either, it seemed like she didn't care and was bewildered about why everyone was so upset. All she said was "we don't work on Saturdays." Why then did she assure us everything was set? Lying? Incompetent? I have never heard an Account Manager so irate before. He was lit and she deserved everything hurled at her. She couldn't answer why she was laughing so much and what was so funny about this situation. He asked her to get her manager on the call and she kept dodging that request too. I know in my heart this s far more common than this one incident. They don't care because they have no stake in our success because they aren't true employees.
The company is a fu----g joke, crazy to think the guy that ran Ericsson into the ground and was busted for corruption is doing the same to Verizon. Nothing like increasing somebody's bill, then directing them to "Mike" with a very strong Indian accent and broken English to really fix the customers issues.
Like most of the metrics at verizon the truth behind them is never actually witnessed. All day long in the store customers complain about the support over the phones and customers come in with some of the wildest expectations because the person on the phone told them. They would tell a customer that we could swap their transmission in their car if it got them off the phone. good luck and god speed.