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Customer Service Suggestions for Verizon
In the past I have generally had any technical support issues resolved immediately by very helpful staff. However, my recent experience over the past 7 days on my business DSL account left much to be desired. I was without service for 7 business days.
My issue revolved around intermittent connectivity issues with my DSL line at my OFFICE! I finally had to tell Verizon that perhaps it was the modem - they agreed. Of course I can't buy any modem, I have to buy one compatible with Verizon - which no one seems to carry based on my research.
While talking with sales to purchase this I requested it be expedited since this is a BUSINESS. I was advised that they have no way to do that, don't know where it ships from and have no idea when I can expect it. Thank you very much!
While still speaking with Tech support I requested a supervisor. After remaining on hold for over 20 minutes I gave up. I asked the technician the number I should call-oh there is none, I just have to call the regular number, then request to be transferred to a supervisor!
To make matters worse, I received a follow up call from Verizon related to one of my many previous calls to technical support. Obviously there is no training for items that fall outside the script. I was asked if the problem was resolved - I indicated I was referred to Microsoft - no that won't do - just a simple yes or no. Then when I requested a phone number, the person couldn't provide - they were not given such information.
I work in a customer service environment. This is truly a lesson in what not to do. If you are going to take the time to have someone call about an issue, then give them the proper tools to do their job. I didn't have a warm and fuzzy feeling after that call. It only made matters worse.
When someone asks to speak to a supervisor, they ought to get one within 5 minutes - and/or be provided with a number to call. Other companies make it work - Verizon you need to step up to the plate, or I'll be returning those calls from Comcast.
My issue revolved around intermittent connectivity issues with my DSL line at my OFFICE! I finally had to tell Verizon that perhaps it was the modem - they agreed. Of course I can't buy any modem, I have to buy one compatible with Verizon - which no one seems to carry based on my research.
While talking with sales to purchase this I requested it be expedited since this is a BUSINESS. I was advised that they have no way to do that, don't know where it ships from and have no idea when I can expect it. Thank you very much!
While still speaking with Tech support I requested a supervisor. After remaining on hold for over 20 minutes I gave up. I asked the technician the number I should call-oh there is none, I just have to call the regular number, then request to be transferred to a supervisor!
To make matters worse, I received a follow up call from Verizon related to one of my many previous calls to technical support. Obviously there is no training for items that fall outside the script. I was asked if the problem was resolved - I indicated I was referred to Microsoft - no that won't do - just a simple yes or no. Then when I requested a phone number, the person couldn't provide - they were not given such information.
I work in a customer service environment. This is truly a lesson in what not to do. If you are going to take the time to have someone call about an issue, then give them the proper tools to do their job. I didn't have a warm and fuzzy feeling after that call. It only made matters worse.
When someone asks to speak to a supervisor, they ought to get one within 5 minutes - and/or be provided with a number to call. Other companies make it work - Verizon you need to step up to the plate, or I'll be returning those calls from Comcast.
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