Is gone to complete helI!!! Nothing but lies and added products I don’t need. Please bring back American customer service!!
9 replies (most recent on top)
Allow me to explain exactly.
- 75 percent is outsourced to a third party vendors, some of which are US based, some of which are international. These vendor reps are not Verizon employees.
- Since the vendors are not Verizon employees, customer service reps are not permitted to speak with them or interact in chat in any way other than handing off calls. We can't put feedback on them either because they are not Verizon employees. The only ones who can are managers and even then it's very unlikely because...
- changes in policy have put managers under the microscope. They're left taking their own escalation calls while still handling all the maintenance stuff typically expected of a manager. This has caused huge attrition problems with managers.
- the people who are still direct employees (an increasingly rare breed in customer service) have had their entire PA changed to sales. Surveys are barely on the radar. All that Verizon expects of reps is how much money they make.
- these in house reps are given pay incentives to sell, given warnings if they don't, and they are basically competing with their jobs with the cheaper vendor group that has basically zero accountability. To say nothing of second language, accent I / understanding /general inexperience issues.
too expensive. if you want an american call and say you want to cancel service. ironically, one of the vz techs doing my home upgrade told me to do t hat. It worked. Pricing still shoving a metal pole up my butt but at least she wasnt reading out of a manual
It’s become impossible dealing with them!! How is it acceptable to not even know what 5G home is? I have it and I like it. I wish it was fiber but it’s good enough for me. Anyway, I spent 2 hours asking for tech support for them to tell me I must be talking about FiOS. Ugh, it’s the worst I’ve ever dealt with.
Bunch of deleted comments on here. Also comments being boxed to the top.
Many Many corporations move CS to overseas too, so it not just Verizon.
Thank you for calling the apologize and remove group, this is Melanie. How can I apologize correctly and what service needs to be removed?
Hahaha!!! What’s left of American customer service should be renamed the apology and remove group. All they do is apologize and relive the products the customers never ordered.
They are just following the direction of the company. American customer service is going to be the same way except American.
keep up the wonderful werk!!