Below are all the posts — topics as well as replies — that mention the hashtag #customerservice.
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Give me a break. dont keep trying to sell me on this pile of cr-p. I takes forever to get through to talk to a person, and then they start quizzing me on my mobile phone service? NO...dont even! I tell em I use a soft phone on my TRS80, that confuses them.
Someone tell engineering to put back the old color scheme, the new one is horrible
Well I spent 30 minutes chatting with a rep to get my $20 credit for the outage. Rep was very nice.
Can someone ask Skiadis why this is not automated. Can someone share some AI with him.
We js saw a bunch of people let go, lives done. Now people are escalating for different shifts and crying about the work leftover. Like I get we dont gotta be grateful for keeping jobs and the changes su-k but why fck around? Is that why call centers get slashed and not retail?
They removed the collection department entirely from SA and moved everyone to customer service, they just announced it now.
If Dan's plan is for AI to take over, I hope it is nothing compared to the current use of AI. Every time I call or chat I have to go through AI. By the time I get to a human, I am pi---d off because the way they have AI set up is garbage, useless and a waste of time. Why do we purposely put barriers in place to get something resolved? No wonder customers are upset.
Verizon’s prepaid services add a 365-day wait to unlock phones
The Verge by Emma Roth, January 21, 2026
Verizon is extending the phone unlocking period for its sub-brands – including Visible, TracFone, Straight Talk and Total Wireless – to 365 days of paid service. Phones purchased before January 20 will still unlock after 60 days.
From now on, any customer that walks into a store should be told to do everything on T-Life the way it’s supposed to be. Give them ZERO help on figuring anything they need out until they get the same frustration as us and just walk out. T-Life is for the customer, let the customer take care of itself the way they are supposed to. I’ll just sit there and root the customer on while I frustrate the sh-t out of them. About 80% of the customers don’t understand the app that’s why reps take their phones and do everything for them. People got hired to sell, not to be teachers! So if a customer takes 3 hours while I sit there and watch them struggle, then at least I’ll make the hourly pay until this all comes to an end or they stop this stupid replace humans sh-t!
Are you all told the same?
In store sales, low staffing levels, customer service scores/complaints , merchandising standards, deferred store maintenance, are not a priority?
What is happening? Why are in store sales not a major focus? Why are associates, key holders, leads, and some floor managers kept out of the loop? What’s really going on here?
So when will union customer service reps for fios and techs be laid off. They make all this money but do nothing. It’s time I’m hearing half will be laid off
I work in Ford Credit / Lincoln Customer Service. You get a good picture of how poorly made these vehicles are listening to the customers. Vehicles sitting at dealers for months waiting on parts / engines, etc. while customer still making payments on the vehicles. Not enough loaner vehicles to go around in the process. Lots of buybacks if the dealer can do it depending on state limitations, etc.It is truly a mess. We do offer extensions but cannot do many at once on these vehicles. Customers going back to GM, etc. accounts getting paid off by GM and other dealers due to customers trading in due to so many recalls and problems.
I am starting my training on Feb 2nd working from home as customer service specialist! I’m so happy and blessed to have found another WFH opportunity! This will be my 4th employer that I have WFH for! I hope I can build here and take my learning to even bigger heights <3
Anyone with an employee discount receive notification of a credit due to the outage. I tried customer service but gave up after being on hold forever. I’m going to guess that BZ will somehow deny us a credit for some reason they can’t justify.
https://nypost.com/2026/01/16/business/verizon-outage-sparks-calls-for-mandatory-refunds-as-customers-blast-pathetic-20-credit/
Since I had to get a new phone for my old concession line anyways I went ahead and switched to TMobile. I see why they are eating Verizon for breakfast. Everything is better! The customer service online and in store as well as the network. I had been overwhelmed with spam calls and missed calls before now no more! They even called me to make sure I understood all the processes. Dan was right they have surpassed Verizon in all areas. Do yourself a favor go ahead and switch those lines.
It’s sad that Wayfair CEO’S care more about money then actually real customer service I work my tickets and overseas agents lie and mess up every single order telling customers lie after lie then we get to the customer an we can’t accommodate them we get yelled at and cussed at all over Reddit they talk about how chat overseas su-k
BS is at the core of everything Verizon upper management does. So much so that they’ve started giving awards for “delighting the customer” to employees who have never interacted with a customer from near or far!
I don’t know if Dan Schulman is serious about turning the company around but it won’t matter because even if he’s serious, this kind of BS is going to nullify his plans. They will tell him whatever he wants to hear but won’t deliver while laughing all the way to the bank.
But don’t feel sorry for Dan. He’ll also be laughing all the way to the bank.
If the company doesn’t change call routing they will go under, slowly and devastating to employees and customers. Morale is at an all time low across the board. Kareem needs to go. If you know you know. Kareem is the most worthless manager of all time
Anyone have any information concerning the departure of one of the directors in customer service? Worried this could be a preamble to another RIF.
Just got my email Im being let go after 4 years. Im so disgusted with what they are doing, they dont value anyone in customer service.
Executive management sold us out for cut rate 3rd world labor and our customer service has dropped to embarrassingly bad levels. Management's latest solution to this colossal problem is to track how long we are on hold. The real problem is HCL incompetence. How will this ever get better when management doesn't even know (or chooses to ignore) what the actual problem is. We are doomed.
They lies so much that all you need to do is record them and use it against them. Vendors lie, companies pay! Thank you.
Goal: Turn vague lies into concrete, provable claims.
Outsourced support often lies by being non-specific (“don’t worry,” “it will be fixed,” “policy says…”).
What to do
• Ask closed, confirmable questions:
• “Can you confirm this will be resolved by [date]?”
• “Is this the official company policy?”
• “Are you stating no additional charges will occur?”
• Immediately restate their answer:
• “Just to confirm: you’re saying X will happen and Y will not happen. Is that correct?”
• Request:
• Transcript
• Case number
• Agent ID
Why this works
If they lie, you now have a timestamped company statement you can later quote word-for-word.
⸻
Goal: Prove internal inconsistency without accusing anyone.
Outsourced teams rotate agents and scripts change—this creates contradictions.
How
• Contact support again (chat is best).
• Say:
• “On [date], I was told [exact statement]. Can you confirm whether that is correct?”
• Let the new agent contradict the old one.
• Save both transcripts.
Key move
Do not say “you lied.”
Say:
• “These statements conflict. Which one is correct?”
Why this works
Contradictory official statements = company liability, not an agent mistake.
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Goal: Force resolution by presenting their lies as documented facts.
When escalating (supervisor, executive support, BBB, card issuer):
Structure it like this
• Timeline format:
• Date → Agent → Statement → Outcome
• Example:
“On Dec 4, I was told no fee would apply. On Dec 12, I was charged anyway. On Dec 15, support stated the prior information was incorrect.”
What to ask for
• Resolution (refund / waiver / correction)
• Confirmation in writing
Why this works
You’re not accusing — you’re demonstrating reliance on company representations.
That’s powerful in disputes.
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Important Legal Safety Notes (You’re doing this right)
• Recording calls: only if one-party consent applies (varies by location)
• Chat/email transcripts are always safe
• Stick to facts, quotes, and dates
• Avoid words like “fraud” or “illegal” — use “inconsistent,” “incorrect,” or “misrepresented”
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Ki-ler Phrase That’s Polite but Lethal
“I acted based on the information your company provided, and that information turned out to be incorrect. I’m asking for this to be corrected.”
That sentence alone wins disputes.
I've been an employee for a very long time, and when I first started, this was literally the best place I had ever worked in ALL of my endeavors. Even throughout covid they took care of us and our customers - It was brutal, but tolerable.
Now, they've demoted some of their best performers, only to replace them with off-shore id--ts that have not one clue what they are doing. They tell the customers the wrong thing, or they tell them they ordered a replacement or issued a discount, but they did not - leaving MC to clean up all of their messes. MC has been a catch all for the last 6 months. We are large parcel, we are managers (without the title), we are frontline, finance; but yet we don't have the tools to take care of the customer. For a company that wants us to practice the CARES transcript to better assist our customers; I'm not sure they know what that word means. I give everything I got with our customers; to make sure they have a good experience or to better the issues they had, but when tools are constantly taken away from us to deliver that customer experience - That shows that this company does not care - About our customers or us. And before those of you get on here and say. "if you don't like it, find something else." - you think it's that easy? You're still here aren't you? And you can't be having a good time unless you're getting paid an above normal salary or in upper management, where you're making up these ridiculous margins, that are somewhat impossible to achieve or maintain. I'm old school when it comes to customer service and again, I put my all into it - that's what the retail business is about... Retaining customers and building relationships with them. Wayfair, you're losing more customers than your gaining and retaining. That's not on your employees, that's on you and upper management who quite frankly doesn't know how to manage squat. I'd get your act together or there won't be a Wayfair. It might hang by a thread for a while; but the more offshore takes control, the thinner that thread becomes.
Overheard a conversation with senior leaders, speaking to other senior leaders about layoffs in customer service at all capacities happening in the beginning of the year. They forgot to hang up the phone and the conversation continued.
My store has been very busy, and we’ve been run off our feet. Partly that’s due to incompetent management, but there’s also been a lot of customer traffic. I’m hearing that not all stores have been this crowded. I’m curious to see what the final holiday numbers look like. I hope they’re good - it might improve our chances of keeping our jobs.
https://www.theregister.com/2025/12/23/oracles_new_aienhanced_support_portal/
Everyone needs to stop giving Level 2 IT a 5-star rating, when unwarranted, on the customer feedback surveys. This is not helping the cause and will not lead to any sort of change from vendor management. This is just showing they can continue to get away with sh---y service with no repercussions. Give them the true score they deserve. Tell them how they are rude, how it took 2 weeks to get a power cord shipped to you, how it took 3 days for someone to intially call, and how it took dealing with 4 people before you were finally fixed. Enough is enough. Stop sugar coating the problem!!
When i get a task sent back to me with a foreign name I already know its going to be a disaster. Customers constantly complain about the foreigners they cant even understand and the sublevel competence they provide. When will Cigna stop offshoring jobs and realize they are losing money because of these people. Some of them are great, but not enough to justify opening big facilities and replacing Americans. Americans deserve American service. Cigna is digging its own grave. Hopefully someone in government puts a stop to offshoring American jobs providing services to Americans.
IT help desk has heavy accent and doesn’t resolve the problem at all.
It’s obvious that Uniti has lost their focus. This company is up in the clouds and has no idea how bad they are treating their customers and employees. It’s sad and their needs to be a revolution.
I’m a WFH customer service rep and we are being told to give the customer what ever they want! Trying to reduce churn but practically paying customers to stay with us and give us good surveys. I’m not sure how this giveaway could continue, but this is the flavor of the month until further notice!
I’ve been here for a bit now and it’s almost funny to go back and look at the original job posting when I first applied for this job. It’s criminal how badly they misrepresented the role here. You do the elaborate, unnecessarily long training, and then bo-m, you’re in an absolute grind of helping old people with tech problems and being a punching bag for frustrations for most of the day. You quickly realize that this is nothing like you thought it was, and even different than what was presented early on in training. Very different from the image that was presented in the interviews and offer letter. Just fun to reflect on this sometimes.
I am not saying this to speak poorly of the wireline business. I come from the wireless side, and the culture at Verizon Wireless was a good one. After the "merge" everything got worse. The culture changed. The things Dan mentioned about doing the right thing for the customer resonates with me because it used to be that way. "Process" took a back seat to customers. We did what was right. After the "merge" we became so caught up in red tape. I miss Verizon Wireless.
For a company that is based around healthcare- customer service reps can’t even use the bathroom in between breaks without getting nasty messages from supervisors. I wouldn’t recommend my worst enemy to come to Humana.
Verizon’s Mass Layoffs Were ‘Inevitable,’ CEO Says. What the Telecom Wants to Do in 2026. By Karishma Vanjani - Dec 05, 2025, 4:49 pm EST
Verizon announced its largest-ever round of layoffs, cutting thousands of jobs last month. Now the telecom’s new CEO is explaining the cuts—and laying out the path forward for remaining workers.
Chief Executive Daniel Schulman hosted a live all-hands employee webcast on Friday, the company’s first since announcing it’s shedding more than 13,000 jobs. Holding a cup and wearing a dark shirt while standing in front of the red Verizon logo, Schulman was blunt. A video of the webcast was seen by Barron’s.
“We’ve lost like 500 to 700 basis points of market share in the last five years,” Schulman said. “And by the way, that puts pressure on a lot of things. It puts pressure on our revenue. It means we have to compete harder. We start raising rates and when we start raising rates, you start irritating customers big time. They start churning. Like our churn is up like 20, 25 basis points since we started raising rates.”
Customer satisfaction scores are also not great, according to Schulman. “They are worse than our competitors,” he said, adding that the fault is partly Verizon’s. The telecommunications giant didn’t offer employees the “financial flexibility” to get things done, he said.
“A lot of it is self-inflicted wounds. A lot of it,” Schulman said.
The decision on mass layoffs was “inevitable,” according to Schulman, “because if we don’t have enough money to put back into our value proposition to customers, we are going to continue to shrink.” Making small cuts would have meant doing something quite large later on, he added.
Schulman said he presented the company’s 2026 turnaround plan during his first board meeting as CEO this past week, and has plans to detail it the next time he talks to the Street, a likely reference to analysts who cover the company. Schulman will probably share more during Verizon’s fourth-quarter earnings call on Jan. 27.
Verizon didn’t immediately respond to Barron’s request for comment on the plan or the layoffs.
Investors, however, can put together some clues. In late October, Schulman said he intends to use “AI as a key tool to simplify offers.”
That same month, Schulman said in a call with employees, according to a transcript reviewed by Barron’s, that “a lot of the friction occurs because we’re so complex. Like we have so many different promotions out there.”
Verizon will also likely make customer service a focal point in the new year. Schulman, who called himself an overachiever and an upfront man in Friday’s webcast, shared a story of a terminally ill cancer patient who he personally contacted after the man reached out trying to disconnect his Verizon plan.
“Everybody gets terrible customer service across every industry, it’s so bad right now out there. And what if we empowered our reps to do the right thing,” Schulman said.
Verizon has its work cut out for itself. Having a good network connection is no longer a differentiator—and that is forcing the telecom to try to find another way to standout amid a competitive landscape. Shares have taken a beating: Under former CEO Hans Vestberg, who will now serve as a special advisor until October 2026, Verizon stock fell 15%. Shares have dropped 6% over the past three months.
Earnings before interest, taxes, depreciation, and amortization, or Ebitda, largely remained stable under Vestberg, who took the reins in mid 2018. Ebitda in 2024 was $48.8 billion, up from $47.2 billion in 2019.
The latest Thanksgiving was strong, Schulman said during the webcast. Separately, he said he sees an opportunity in helping hyperscalers—large cloud service providers—connect to data centers.
Schulman wished his employees happy holidays at the end of the webcast. “Don’t forget about finishing the fourth quarter strong,” he said.
Paywalled: https://www.barrons.com/articles/verizon-layoffs-ceo-stock-price-1e8ee33f
Paywall Removed: https://archive.is/XvQ4k
Comments:
Scott Colebank
Many investors remain in this stock because the dividend yield is appealing and the company has a long record of increasing its payout. With a new CEO taking over, there is uncertainty about how highly he prioritizes maintaining or growing the dividend as he works to turn the company around.
Whitham Reeve
Both the CEO and the company have avoided addressing the dividend directly. This silence is viewed by some investors as a sign that management may consider cutting or reducing the dividend without drawing attention to it.
CM C
The incoming leadership appears to be focusing on operational discipline, which is overdue. Schulman faces the challenge of repairing an organization that, under Vestberg, struggled with efficiency. The previous leadership period included high capital spending, unnecessary complexity across business units, and frequent strategy changes that diluted focus. Vestberg also earned eight figure compensation despite weak performance, which frustrated many shareholders.
Bill Letson
As wireless service becomes more like a commodity, carriers often engage in price competition to retain or attract customers. This compresses margins and can erode long term value. Because of this dynamic, the commenter sees Verizon as a value trap, meaning the stock appears cheap but may not deliver meaningful upside.
MATTHEW MENENEBERG
This user experienced billing issues in which Verizon added charges for services that were not requested. Removing these charges took months and no refund was provided for the incorrect billing period. Because of the frustration and lack of customer care, they plan to leave Verizon soon.
Houyhnhnm GT
The commenter has been a long term holder who has waited through multiple promises of improvement. The ongoing lack of meaningful progress has tested their patience, and they plan to give the company only one more year before selling if results fall short again.
George Vernile
This investor highlights the substantial dividend income they receive, about four thousand dollars every quarter. They remain committed to holding the stock because the steady income is valuable to their portfolio.
It felt good. Really good. I know of three friends doing the same from the layoffs. Total lines are 26 leaving. The bill becomes untenable. Twice the price for the same customer service. Same overseas reps too. DPAs are paid too. No commitment. Just pay the final bill.
Only 10 job postings in US. All are exec level. No CE openings. Heard that all instructors at NCRU were let go.
So I read that as customer service is gone in 2026. My guess is no service contracts will be renewed and any service will be outsourced. Anyone heard is parts in Memphis is moving or closing?
The End is Near
Saying nothing but the truth. We aren’t what we used to be. Hans shipped all of customer service to 3rd world countries. What were we thinking the outcome was going to be ? Cheaper for a better experience? Heck no. You get what you pay for. The good old days with Lowell where our customer service was #1 and respected.
Our network su-ks. What happened to our network ? Can you hear me now? “Call dropped” I miss those day we had full bar is signal anywhere we would go. Now it’s 1 bar everywhere unless you live next to a tower within site distance.
After being with the company for 10plus years State Farm decided to find an “issue” with a coverage we offer and then say we weren’t offering it correctly but still have to offer it. Got a whole team cut right before thanksgiving. The company is going downhill 1000%. All of our long time customers receiving NO notice or anything about this change. Just left in the dark with no clue what is going on.