Poor Sampath. Did a rah rah LinkedIn post and the negative customer comments are amazing! Go to LinkedIn and take a look. Real customers with real names with real complaints. Feel bad for the Executive Appeals staff that is dealing with the aftermath of his rah rah post.
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@zc
26 years here and I started in Wireless CS then Wireless Tech Support. We owned every phone call, worked with the customer all the way through and we followed up to ensure that the issue was resolved. If not, we worked it all the way through again.
Same with BGCO when I was there, took over accounts that were not properly managed, listened to the SPOC and followed through to actually build the business. I always said, we wanted VZW to be the carrier of choice, not last resort and the team felt the same way.
Now, none of that happens anymore - no leadership means no positive results and no ownership, just kissing some id--ts butt...
Retiring end of August and looking forward to it. Only positive for me now was all those years putting money in 401K and getting the match.
@az You are spot on with your assessment of Vz’s customer service. I have over 40 years in the company. Started in AT&T long lines as a “O” operator. They were all about customer service. The business offices back in the day were a fine oiled machine. No long hold times and quick resolution of billing problems. Customer service is gone now. I used to be good at getting results with Vz wireless issues. Now as an employee calling about my service, I’m as frustrated and disappointed as the average customer. Overseas reps with accents that are impossible to understand. And they are reading off of cue cards. I remember when Vz wireless had reps in both the US and Canada. The customer service was excellent. Vz could definitely learn a thing or two from the T-Mobile model.
You nailed it — this is the inevitable result of leadership that confuses “transformation” with gutting the very systems that kept things running. While some carriers dismantled institutional knowledge and outsourced core infrastructure for the sake of quarterly optics, T-Mobile took a different path — and it shows.
T-Mobile treated its tech stack, workforce, and customer experience as strategic assets, not expendable cost centers. They invested in internal capability, integrated forward-looking systems, and empowered teams to act without layers of CYA bureaucracy. The result? Faster execution, stronger network performance, and real accountability.
T-Mobile didn’t just win on price or perks. It won by avoiding the slow collapse masked as “efficiency.” What we’re witnessing now is the consequence of that divergence — and the market’s already made up its mind.
That dude is the epitome of more for me less for you! He has reneged on more promises than any exec in the company and none of his big plans have ever worked out well for the company. He fancies himself some South Asian guru of the market. He is neither and his career has an inverse relationship with the company's stock price. The higher he goes, the lower the stock and quality of service.
Sammy has short mans disease and likes to wax poetically about nothing. He doesn't have the chops to lead both companies and has failed at absolutely everything he was assigned since he was hired.
Sammy isn’t taking over Yago will be. He is on the same track Hans is.
Sammy is being groomed to take over in May 2027. This will be after Frontier integration is completed and stable. MMW.
Oh god, can’t be worse than her! What a bad bad bad fit
@bz Agreed, the Executive Appeals Team has to answer all of those emails.
FRONTIER COMMUNICATIONS DEJA VU !!!!
He is beginning to let his mask slip, will be worse than Manon soon. She didn’t waste millions buying zero revenue gross adds.
You’re absolutely right — this is just the visible tip of the dysfunction iceberg. What customers experience is a direct result of years of executive decisions that gutted internal capabilities and accountability. It’s not just about front-line attrition; it’s about a total collapse of institutional knowledge and operational continuity.
One example: the infamous outsourcing of Verizon’s mainframe and managed hosting infrastructure to IBM. It looked good on a slide deck — a “transformational” cost-saver — but in reality, it tore the guts out of critical internal systems. Core functions tied to billing, provisioning, and network operations were handed off to an external vendor with no ownership or urgency. The internal teams who knew how to fix things? Reassigned, pushed out, or laid off. What followed was exactly what you’d expect: delays, outages, and nobody accountable when things went wrong.
And that’s just one of many “strategic shifts” that left entire departments scrambling. Transformation became a buzzword to justify dismantling functioning processes and replacing them with fragmented, siloed structures built for quarterly reporting, not operational resilience. The result? Mass attrition, demoralized teams, and a culture where no one feels empowered — just exhausted.
So yes, customer service is failing. But this isn’t about lazy reps or ticket backlogs. It’s about a systemically broken organization, driven by metrics, not mission. Customers aren’t just frustrated — they’re collateral damage in a long campaign of mismanagement.
If nothing changes, more of us will be gone — not because we didn’t care, but because leadership stopped caring a long time ago.
@OP The email address is not his work email. He has others responding for him.
TMUS is kicking a$$!
It’s ok, Project 624 has solved everything haha what a joke layoffs 1000s and replace with A.I
150+ comments so far. People on phone with customer service for over 6 hrs total. People not able to get a working device in over a week. Those of us that actually work for Verizon know it's the tip of the iceberg. There are customers that duke it out with our customer service personnel for MONTHS without resolution. And, btw, it's not just the fault of customer service. I try to get something resolved for a customer and often find out the whole group that used to handle it was laid off or outsourced to someplace with no accountability and mountains of bureaucratic sludge. We've shortchanged so much functionality, tech support, quality, and just overall attrition among experienced/capable personnel in recent years, not to mention turning the culture to trash - demotivated personnel just going through the motions. I'm glad to see some of these customer complaints and horror stories out in the open instead of the usual burying under the rug. It's a layoff site here, first and foremost. Frankly, if we don't improve this situation - despite customers being beaten into a temporary state of learned helplessness - it will have a long-term impact, and more of us will be out of work as a result. Shareholders, are you paying attention???
@a6 ummm, because bad customer service stories equal less customers equal more layoffs........less customers such as me.
let's look at 5 year stock return: VZ = negative 20.44% vs. TMobile = positive 124.01%
Stop with the bs LinkedIn posts and focus on the business.
The customer complaints were no surprise, amirite
This is related to layoffs, how?