I sincerely don't mean this to sound prejudicial. First off I commend anyone that can speak a second language let alone try to troubleshoot. My blame however, goes to Verizon because I can nearly guarantee if I call for something that I don't have the tools to fix and on the other end I get an outsourced rep with broken English, I am surely going to waste the first ten minutes going over obvious things that they are reading from a script. I try to communicate what I need but they just don't get it. We were a premium carrier but now we come off as cheap in SO many ways. I'm just exhausted with the lack of help and useless tools.
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Phone tech support gets less training than people in stores. I gladly half a-s an attempt and gleefully send the caller (bonus points if it’s some arrogant, smug, lying, fraud committing store rep) to some random 800 number. Bye!
You shouldn’t have to call tech support if you are in sales, you should know the devices you sell. Please work with your leadership for assistance on how to reach sales activations.
Takes at LEAST 2 weeks before they even assign someone overseas to your ticket.
Tge customer has phone issues. Tech support outsourcing works on the issue for an hour pretending they can help. Tgen they are sent to tier two. Then they are sent to the store for a sim change. Then the store submits a repair ticket for asurion repair. Then Asurion sends them back to the store being unable to remedy issue. Then the store sends them a replacement. Then it doesn't activate and they call tech support. Then they are sent to the store for help activating. Then a ticket is filed. Another day in the life of a soon to be ex-customer.
I'm sick of these pig latin pukes stealing my calls
I love how our Tech Support team almost always redirects customers to come into retail locations for help. When is the last time we had training for tech and/or troubleshooting ? It’s nonexistent but somehow we are all expected to know all the answers. Of course the tenured people know a lot more ( you know the ones Verizon takes for granted) but new hires coming in are virtually clueless. Most of the time depending on the situation I let the customer know I have no tech training but we have a dedicated support team over the phone that can help. Of course they don’t like that answer.
“I’m gonna put in a Ticket to get it fixed in 24-48 hrs”, you’d have a better chance at winning the lottery. Plus add about 2 weeks for someone to even acknowledge a ticket just to say, “start the order over again and let us know if you have the same issue”. Your service also won’t work for 2 weeks due a pending order.
It's not prejudice at all, it's the truth.
No more JD Power for Vteamers huh!
I am sure if JD Power calls our customer service or Tech Support Verizon will get a zero for not being able to understand them LOL
I don’t bother calling tech support for a number of reasons. First off we don’t have the staffing in the store to be on the phone for over an hour. That’s just not fair to your fellow coworkers and doesn’t help your contribution report. Secondly why call tech support when If you don’t know the answer what makes you think they will ? The last time I called it was a system issue and they wanted to rebuild the order. I’m like nooooo....I can just do that myself. Don’t get me started on getting credit applications approved. They need a copy of this that and the other ....like people are walking around with all this documentation especially when most of it is paperless. Most of the time if an application is being held for verification or fraud you have to move mountains to get it approved and it’s not worth spending the time to do it. Does Verizon not understand that staffing is still low in stores and we can’t spend hours on the phone getting things fixed ?
I have to hang up on 1 in every 3 calls to tech support. Just a waste of my and my customer's time. If I need help above what I can do in the store why do I have to do a half an hour dance to get help? Click to call should mean we don't have to make the customer jump through hoops and text a phone that doesn't work.