#customerservice

Look at what we have been doing for the last 3-5 years, outsourcing CSRs, taking away abilities from the retail POS, adding fees, reducing and removing discounts, wasting billions on useless spectrum while cutting off and failing to maintain what is actually used, and then listening to higher ups and C suite employees whine and blame us for poor numbers. The actions that have been taken would make no sense to someone in middle school, yet were taken by millionaires. This is criminally stupid, almost makes you question if they are a deliberate attempt to devalue the company for a future sale.

And what is being done to fix it? More fees and BYOD plus? We lost subscribers again on the consumer side last quarter while literally giving lines out for free with free or heavily discounted upgrades. Who thinks this is working? People being payed millions to make your life more difficult, your quotas higher, and your future uncertain.

The obvious fix would be to stop sc--wing customers with fees and trash customer service and stop giving shady reps easy to hide ways to add lines, but who wants to hear that? Sometimes you have to spend money to make money, but no, lets just cut and outsource more, but we will spend on AI that customers and reps very vocally dislike.

Spend money on US customer service reps and the network and stop sc--wing the customers, all of the money they have saved with these cuts is being lost by the droves of customers leaving for Tmobile, and common sense and a little money would stop that and reverse a good bit of it.

Hopefully the new CEO doesn’t F this trainwreck up any further, maybe he isn’t at his knees in front of Larry Fink like Hans was. Maybe Dan will read this, one of the HR spies in here should put this on his desk.

How long does Verizon let you keep the 50% employee discount after leaving? I upgraded my phone earlier this year, so I’d still owe on that, but I’m trying to figure out how long the discount stays before I lose it. Any former employees know how it works?

Verizon better lower our quotas or pay me extra bc I am not wasting my time on nonsense and spending hours on fixing account issues, billing, resets, etc on the phone since now we are mandated to take calls

It's not my problem you incompetent folks at BR chose to eliminate competent CS reps and send everything to India

I get paid to sell. Watch if this happens all the top sellers will bolt just like when Verizon went to team commission.

You reap what you sow.

call center reps got Dcris back and the fraud has already started placing new orders for upgrades new orders for name changes and new orders that customers didnt even know they were getting. no oversite at all and the managers are promoting it watch as numbers go up for things reps should not get paid on

Rumors are swirling about the pending layoffs in store. I'm hoping that the cuts will not involve the customer service areas of our organization. If anything, we should be cutting the fat at the top. How many Market Presidents are there in the retail channel and what exact value do they bring? Our guy comes to Wisconsin, makes a big deal of his dinner plans and that's about all. As I said before - too much fat at the top.

When is Wayfair going to learn that you get why you pay for. We need to stop with all these oversea agents. They either don’t have enough training, don’t care, etc. The majority don’t help the callers and just make matters worse.

While the new leadership is focused on cutting, Customer service needs to be addressed as the top priority:

https://www.reddit.com/r/verizon/comments/1oqujew/in_case_anyone_dealing_with_verizon_support_right/

This is just one example. I had a family member have the same issues this week, and cancel Verizon service.

A few things the leadership has to get right:

• Customer Service #1
• Ease of doing business with VZ, including intra-VZ customers/services
• Ki-l money losing businesses
• Collapse the org chart, and maximize resources in the process.
• Give employees a reason to be proud and generally happy. I dont think one discount perk will fix that. But, employees have to feel valued!
• Performance Culture, we expect excellence from employees

Layoffs will happen, but it can't be the headline of the business. or the #1 priority.

It seems the directive is to charge people for phone cleanings and password resets? Anyone else being pushed to fudge these numbers? The OST definitely has nothing in it about either of these things. Any clarification would be great.

Anyone here anything on Case Management / Customer Champion Team? Will there be any RIFs for them?

Outsource Scammer: “I have a sale for you, they want everything.”

Me: “Great, thank you.”

Customer: “Hi, the previous representative told me I would receive $2,000 in credit and one year of free service.”

There is NOTHING honest about them.

The Indian accent is undoubtedly the most annoying accent in the world, Verizon needs to ax the entire cs reps based in India and move it elsewhere I know it's pennies on the dollar but imagine Verizon customers hearing that accent when they are already pi---d off

Spoke to a customer today who has had a support ticket opened for months now... support and our product development have basically told him that they don't have the time to address his issue. Meanwhile the issue is a known problem which is effecting multiple customers. Cant share much more but all I can say is how do you expect to market and sale a product if we cant even support it ourselves?

Last week, a person wearing an AT&T uniform came to my door to promote a home plan.
After confirming he was authorized, I signed a contract for nine lines. That evening, when I received the electronic contract by email, I discovered numerous fraudulent activities.

The salesperson promised the following:
A total of $305 per month for nine lines, fixed for 36 months, free upgrades to the latest phones for all lines, and multiple stackable promotional credits.

In reality:

1.  The salesperson illegally added teacher and device discounts to each line. These discounts cannot actually pass identity verification later, which would cause a significant increase in the plan’s total cost.
2.  The salesperson claimed that any phone could be traded in for free toward a new one. In fact, devices valued under $230 are essentially worthless and have no trade-in value; any damage further reduces the value drastically. As a result, users’ old phones are taken for $0 trade-in value, while they must pay full price for the new devices.
3.  The salesperson promised multiple credits that AT&T does not officially offer, such as phone number transfer credits, loyal customer credits, and trade-in bonus credits. None of these appeared in the actual contract.
4.  The contract contains four different signatures, but I only signed one. The rest were forged by the salesperson, including the most important Right to Cancel Disclosure.
5.  The salesperson intentionally concealed the true billing details, preventing customers from noticing the real cause of price increases. They claimed that starting from the third month, the monthly fee would become cheaper and stable — which turned out to be completely false.

Overall scam logic:
The scheme works by using fake discounts to offer an unrealistically low plan price, enticing customers to trade in as many devices as possible, forging signatures to hide key contract terms, and then delaying communication until after the 3-day cancellation period and AT&T’s 14-day return policy expire. By the time the inflated bills arrive, the customer has already suffered irreversible financial losses.

It seems with all the changes and weather and the hurricane affecting JSL Multi contact is dead why? Frontline seems busy but no transfers? Any insight?

Tu-d Party Delivery postponed delivery of a washer and to the customer’s third floor apartment, because they need “four people”. These are the same people that the left said “ will do the work that we don’t want to do.” In house delivery would never have done this, whether it was front load appliances or not. These people that deliver are lazy, apathetic pieces of sh-t, and Lowes lets them get away with it, just so they don’t have to pay a decent wage and benefits to real Lowe’s delivery associates.

I’m guessing the VEC isn’t the answer to everything then. HCL appears to have been a disastrous strategic move, or at least very poorly executed. It just feels like that whole area needs to be completely changed around so it finally puts the customer first. I’m hoping for more investment and better leadership

When are they going to update the phone system?it’s nearly impossible for customers to get the right department

When are they going to update the phone systems? Seems like the worst phone system for customers in the history of business

I do not work for this company but I just closed my account after the awful service this bank keeps giving me. I also posted a very honest review on yelp. Good riddance Wells Fargo!

In every company that I have ever worked for, my focus has always been advocating for the customer, whether that be in new product development, maintenance of existing products, resolving issues that are encountered, or being available when the customer needed help.

I have had the pleasure/joy over my career of having worked at companies that had this same value set. It was vital that the customer knew that he could trust us to do him right

While at F5, I continued the value set of advocating for the customer, however I soon learned that this was not the value set of F5. I continually encountered strong resistance. Premature release of software, software that was buggy and customer sub cases that were ignored to name a few.

Since my RIF, I have interviewed with many companies and to date haven’t found one that places the customer first. It’s about stock price and revenue. And after F5, I choose not to work in that type of environment again.

I witnessed a sale yesterday where the individual selling never even printed a quote for the customer. Instead they built up an entire quote on tablet and told them about the mandatory pro setup charge and how we would wave it for them. However they never even helped set the phone up for the customer nor did they print a paper receipt afterwards. This type of unethical sales is not what I thought Verizon was all about. If you can't sell by showing the customer everything then you're not selling, you're scamming

Why they give me only 2 weeks?

I put on my resume that I’m management material. How long before I apply for greatnes?

I heard the office was a hoe down show down ya feel. When we going back?

Several C-levels called out by name on LinkedIN for bad customer service.
Not the first time.
WE know that they never cared about employees, even less than customers.
Difference is, you can't fire customers. But THEY can fire YOU and claim FRAUD.
Sooo, WHICH C-level will put his tool belt on, and fix this thing, because they know everything better than anyone else?
Oooor, ANSWER the PHONE (gasp) in a call center that has yet another WHINING customer on the phone?
Ooor, claim 'isolated incident' caused by disgruntled ex-employees?
Ooor, [Insert spin here].
Let the screaming (or laughs) begin..

FIS LOST A WHOLE DEPARTMENT BECAUSE OF HOW BADLY CS WAS LED. The client wants to do it themselves again. THIS IS CRAZY! The investors can feel the cost cutting as well when interacting with this company, the cs line must be awesome xD

Have you ever actually tried to solve a real issue as a customer through AI? It’s ten times worse than dealing with the worst, least-trained human rep. Lately, companies have been using AI mostly as a convenient excuse to cut staff and replace them with cheap offshore labor. It’s more about offshoring than real automation. We’re nowhere near the point where AI can handle large-scale customer service effectively.

What is the latest with APLA and when will it disband?
I'm really concerned about CS and the role they will hold when this change takes effect?
Asking for a friend.
Thanks

Stores to start processing Amazon returns in an effort to drive foot traffic to the stores. Amazon customers will also receive a 5% off coupon when they return an item.

Let’s focus on winning new customers, at the corner of happy and healthy. And having their best interest at heart.

Long gone are the days of decisions being made to better the business. Now we are in the business of turning away existing customers and flagging upgrades for fraud. We are a laughing stock in the telecom industry. We look like amateurs. Congratulations.

I couldn’t believe that I have been shopping at this store in northern Virginia for over 20 years. And anytime I had a return I would go to the customer service desk, especially if I was in a hurry or on a lunch break from work. The new people they hired are so inapt.. They don’t know how to do returns or they refuse to do returns and all they do is laugh and giggle behind the desk. They made me go all the way up to the third floor to return a dress and a lipstick that I bought ONLINE. I will only shop going forward at Bloomingdales. That store has really gone downhill with a caliber of people and employees that they hire very disappointing

The robotic and daily repetitive nature of pushing Centerwell Pharmacy enrollment and the talking points is abnormal. If I didn’t know better, I would think Blagg was AI. The only response is a blank face and talking points. Daily call back delays. But wait! Talking points! Emails every day -talking points. Meetings to repeat you guessed it talking points. All the talking points in the world will not fix that CW pharmacy su-ks A-S and no one wants to use it. Why not eliminate it and save that money instead of spouting some bs that it prevents hospitalizations. PDMRs prevent hospitalizations. Not inept mail order pharmacies.

Best Buy Co. is reducing its workforce across multiple departments, including its Geek Squad technical support team, Bloomberg reports.

The consumer electronics retailer confirmed it is laying off employees from both its customer care division and in-home field teams. A company spokesperson described the impact to Bloomberg as affecting "a very small number of workers."

https://www.investing.com/news/stock-market-news/best-buy-cuts-jobs-in-geek-squad-and-customer-service-teams--bloomberg-93CH-4254361

If all these people we offshored these jobs to can only follow a simple script, why even have them? All they do is take a ticket, tell the user to restart their computer, and then assign it to some random engineering group that is only tangentially related, what are they good for? You don't even need AI to do something this simple.

Disconnected phone calls leave billions of dollars on the hook for Humana
Health insurance company challenges complex US star ratings system in court

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https://www.ft.com/content/926c6431-c67e-43ae-9ea9-330872d85f7f

Humana sued the government over its rating in October 2024. CMS included foreign-language assistance for customer callers in its stars metrics. To receive five stars on the call centre metric, CMS required a 100 per cent success rate for foreign language calls. Three Humana test calls involving a third-party connecting an interpreter did not work, hurting Humana’s overall star rating.

https://www.ft.com/content/926c6431-c67e-43ae-9ea9-330872d85f7f

https://www.ft.com/content/926c6431-c67e-43ae-9ea9-330872d85f7f

I have been a CRC for seven years and have seen many changes. Each year we have less people to help the customers. I am concerned they will shut down more branches soon. Does any one have any information

if i evr won the lottery, i wouldn’t retire quietly. i’d open a cellphone store right in the middle of the richest neighborhood i could find.

but it wouldn’t be a normal store. our only goal would be to make sure every single customer left annoyed. prices wouldn’t matter, products wouldn’t matter, the only thing that mattered was that no one walked out satisfied.

every single worker in the store would hold the title of “manager.” that’s it, no other roles. on their name tags, we’d list their salaries in huge print. people would walk in, see someone making millions a year, and still realize they weren’t going to get any help at all.

and for customer service? our number wouldn’t go to a call center, it would connect straight to the irs. so if you wanted to complain, you’d have a very different kind of problem waiting for you.

Then as customers stormed out the door with frustration written all over their faces, we’d smile, wave, and say in the sweetest tone: “and you have a nice day.”

What a joke ... the race to the bottom is over and AT&T won

https://www.wral.com/consumer/5onyourside/utility-boxes-repair-att-september-2025/

Being an observer of Sysco South, Florida, the current management is driving this company into the ground.
They are destroying the very fabric which Sysco used to stand for as leader. Sysco South and Southeast covers Miami to vero and the keys. They are doing their best to run the company into the ground. For all of the sake of a balance sheet, which makes them look great, but does nothing in the long term, salesman who have been with the company for are up and leaving due to the autocracy its becoming You have a few VPs in Miami starting with sales upper management, etc. that are trying to take the dollars out of the representatives mouths for their hard work they get nothing but if you kiss the rear end management, you get everything this is not how a business should be run. Im asking Houston to get people in those positions that know what they’re doing, people that are customer oriented and not do as I say don’t do as I do management group. I’m ashamed to say a once great company. That was based on family, quality, professionalism, and customer service has become nothing but a dictatorship, run by a president in Miami who is a wimp and especially vice president such as sales who are a dominant cut throat whatever makes them look great egomaniacal person. It breaks my heart. For once great company to crumble at its foundation.