Anyone else sick of trying to come up with lies to tell customers as to why our network now sucks?? I'm so sick of spending 8 hrs a day acting surprised every time a customer says they are dropping calls constantly, bi-----g about the fact that they never had problems until they got a new ( 5 g ) phone and ask why we are raising their bills yet our service sucks. At one point we were the best and people didn't mind paying for the best, now we're the most expensive and have sub-par cell service and horrible customer service. THIS IS WHY WE ARE LOSING CUSTOMERS HANS!!!! WAKE THE F UP!!!
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I like one of the other posters in this thread is also in Network. I have been here 28 years and in the last 2 years have watched the ship sink. I truly don't want to be tied to it anymore. They don't want to spend any money, they keep giving us more to do, they have contractors out there taking stuff down during the day so POR can get their check box on a spreadsheet, this list goes on and on. No one is accountable, we can't get hardware fixed because there are no parts. Everyone got extremely lazy during the pandemic and this is the price we are paying. It reminds me of the plane crash where Boeing didn't listen to any of their engineers so they could cut cost and we know how that ended up. Leadership is not listening or helping so that just creates a big motivation problem and oh by the way they hire 30 year olds as directors who have no clue or experience on how to get stuff done. I fix what I can still control, but I just see where this network is heading. I am at least glad I was part of it when we actually could made it great and help the customer.
Our credo says to sell with integrity so I suppose you are doing just that when you tell them to try another carrier right?
I provided transfer pin numbers for 3 customers yesterday. They were fed up with the poor connections and dropped calls. They always seem to want a reaction like “ oh no we don’t want to lose you as a customer “. The looks on their faces when i tell them it’s probably a good idea to try another carrier because the network is horrible right now.
Maybe if the id--ts running this company would focus on the network and being a cellular company instead of selling Xboxes and roombas we'd be in a better place. Nobody is coming to Verizon to purchase insurance to cover your TV, they want their damn phone to work. And original poster is right, nothing better than trying to explain why we keep adding costs to your bill and your service is getting worse.
How dare you speak the truth.
Well for the last two years those charged with fixing the network were stopped unless some infuriating set circumstances were met before the money could be spent.
In spite of what one poster may say, regarding age and pigmentation.
To add when you take a group, a loose definition, and ask them to perform what used to be the domain of two other departments, yes things will get lost. Especially when you are no longer allowed to determine what needs to be corrected.
So if you can make router scripts (CCNA) and determine where the IP addresses have been duplicated (CCIE) thus causing network wide issues, with none of the mentioned certifications to market yourself with, plus make pay well below people with those certs, join us.
Those of us who maintain the network have been long since overloaded with the above as well as resolving issues of whether the poor performance of a site is PIM, interference or some strange quality of equipment issue. That also used to be the domain of another department.
And training is barely existent as to the point it has been told to all of us, we now need to "figure it out".
Back to the previous posters comment about the hue of ones color, well come on out and give it a go. The rest of us, the ladies, and those of us with a more darker shade and the pre and post 55 club would love to watch you "figure it out".
But back to the larger question, the company is being led by people who look good, but are not qualified to lead that which they are tasked with overseeing. We see it and the consequences.
As in the astronomical sums of money now being spent to rectify two years of neglect, because those in sales are correct, the network sucks.
But rest assured, it isn't because of those who are here to fix it, we saw it coming.
We made noise, our managers and our directors made noise. And we all got told and I will quote from a cheerleader session we were forced to attend, "Yeah we hear you, but that's not the direction we're going."
The person that said that is still getting promoted up.
Hopefully we all survive the crash, no matter race or age.
The network sells itself. Sales groups don’t really have to do anything.
Have you ever talked to someone working on the network? Most are 55+ white men who can’t handle email. Their only concern for the day is what’s for lunch and being home before 3
I don't tell the customer's lies I just agree with them because it's true nothing else to say there but call Tech Support?
5G sucks and they know it because their leverage is "We are building for the future" so why are we selling it now? Let's wait for the future and then sell it!
Nope! Sell it now, so you don't get written up go home with your $900 comm check and Hans goes home with his $14M in stocks at the end of the year. Beautiful Equality HUH!
First problem is that nobody in network wants to acknowledge the fact that there are issues. Second issue is that nobody is being held accountable. I will say in defense of the network (to a small degree) there are reports coming out that certain phones are an issue. If that’s the case Verizon should be getting on top of that . I also heard (which could be deemed a conspiracy theory) that phone manufacturers are putting in less quality antennas in Verizon phones then other carriers. It wouldn’t surprise me .
They choose to go shopping for skinny jeans instead of attending Business 101 where they taught: don't sell something that isn't ready.
Sounds like the network is improving, but you are not going to get those customers back.
I'd tell the customer that we're still optimizing the 5G network, but that it's going to be dicey for a little while and that they can force phone to LTE for more consistent coverage. I've found that customers react better to the truth than spin.
What you are describing is a very serious problem and leadership should be all over it (they are not). Due to these issues with 5G service, which more and more customers will face as they upgrade devices, if VzW even lost -10% of its subscribers to competitors they would no longer have enough cash to pay the full dividend. At -20% there is no dividend and you are getting into major reductions. It’s a fine line between success and failure and they better get this figured out fast.
The network is so bad in our area that 3 people working in our store have switched to TMO in the last few months. We all talk about this to customers experiencing issues that we have no answer for,” maybe it’s time to try a different carrier?”. They all look at us in disbelief like we care if they leave Verizon. Transfer pin initiated. If you think this a joke look at loss of market share in the northeast over the past two years.