Verizon used to be a great company. We used the brag about our Customer Service being in the United States. Now almost every Customer Sercive, Technical Support, Financial Services, Porting, Activations, Credit, and Inside Sales barely speaks English. Combine English as a second language with absolutely TERRIBLE systems and you have the worst possible customer service a company can have. It literally can not be worse. These reps give inaccurate information or straight up lie or hang up on customers. When customers escalate they cold transfer to other departments. If the rep actually has enough integrity to warm transfer they lie about their name so you can't verify them properly. Customers complain constantly about these overseas reps but Verizon does not care. "Leadership" claims international English as second language reps with 6 months experience do a better job than US citizens with 10-20 years experience. Verizon retired their feedback system years ago so you can not file feedback on these reps when they provide inaccurate information. In fact you aren't even allowed to send them a Slack message to educate them. Also they aren't technically Verizon employees and don't have email addresses. Therefore they have complete impunity to be as terrible as possible with no accountability. This is by design. Verizon wants no written documentation. Verizon does not care about Customer Service which is why it was outsourced.
10 replies (most recent on top)
@34a+1jpq4jbg4 Tell me you are bsing without telling me you are bsing. Slacking PSO reps after a transfer have gotten people put on final warnings. We literally get emails specifically telling us not to do that because every once in a while someone does and the PSO rep reports them.
I slack them when they drop the ball. I let them know what they did wrong and give them advice.
We hired top down from outside of the company and outside of the business. Before we hired from within all the way to the top. When they sabotaged Krista Bourne to make way for Sampath to be the next CEO it was over. The board fails miserably when we aquire new products and services losing billions consistently. The only other way is to cut costs and prices. Sampath said they want to reduce the mental loads with ai. Why? So they can hire people for $3 vs $20. At this point theres no going back even if they wanted to everyone is gone. Systems were first when they outsourced all technical support internal like 7 years ago. Its industry wide its been an accelerated race to the bottom since the Sprint merger.
Here's the thing, I KNOW I can do a better job than the others. What's sampath have to say for that?
During the one of those Ask Sampath he said he called customer service and it was an alright experience.
I want him to spend a day fielding calls and dealing with the lack of training and general American nomenclature of communicating. Just because these vendors speak English, does not mean they understand what we are saying.
@a2+1jpq4jbg4 Muh Americans are lazy rhetoric.
With all due respect when it comes to lazy for customer service. It goes Pilipino>Egyptian>indian>american>mexican
Also the corp cs rep starts at around $17 an hour. Off shore is like $3 an hour. We all know thats the reason.
Outsourcing brings polarizing opinions and they all can be very valid. However, if Verizon as a company was doing a great job in all departments (sales, ordering, provisioning, activations, billing, etc) customers would not be calling to complain or bring up errors or issues. The work quality has diminished and there is a domino effect.
remember what Sampath said
don't think you can do anyone's job better than them!
Not only is support atrocious for customers, but employees.
Call in for help on a pending order? Support disconnects the line
Call in for help with a pending order? flag the account for fraud
Call in for any reason? Support over the phone finds a way to throw a wrench in everything you are doing
customer service with Verizon is absolutely the worst ive ever experienced. no wonder why customers come in angry and upset. no wonder why tmobile is taking over.
not to sound ignorant or racist but i certainly am not trying to hear anyone with an indian accent trying to sell me a perk or adding a new line when i am calling into find out a credit i am missing in one of my trade ins
I'm an American. I've been with Verizon for 20+ years. I can't argue with what you've said for any customer service dept but honestly, I've had pretty good luck with Verizon's customer service when I've had to call. I'm a customer that actually looks at the bill rather than blindly paying it. I notice small things, call up...ask...get credited for improper billing and I'd say 90% of the time, the service is quite good. Maybe even excellent. Not saying that we shouldn't keep jobs in the states, but sometimes its just hard to find people wanting to do that job. Like picking fruit. With eliminating migrate workers, who is going to feed America? I digress. What I am saying is American's are lazy, we don't want to do these low paying jobs. But others do and will just not here.