If you want to know why we are incompetent all you have to do is call customer success, and try to do anything. They will literally do anything, but the thing you want to do.
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This current (lack of) leadership has absolutely no idea what business we are in. They missed the plot.
Our customer service is nonexistent except for 3rd party stores operating under a VZ cover.
The Point of Sale system now with AI has made a simple transaction a time consuming nightmare,with this past weekend not attaching the correct trade in value of the current promotion. The tablets in the store (what ever mgmt will tell you) cannot do service switches from one vzw account to another vzw account..A customer was on the phone for 2 hours and they disconnected the line. The security to get into business accounts has become over the top too make it almost impossible to help these “priority “ customers. Even prepay customers, the security to access the account is almost impossible. The company is supposed to make these tools easier thus helping the customers with the time constraints. Some reps stayed with customers for 1 to 2 hours this weekend on a single transaction. Not a good luck For Verizon retail for customer service and there systems.
I called to get a warranty replacement and got lines disconnected as part of the troubleshooting process 🤦♀️
I am glad I got promoted to customer, because it is embarrassing. Once they take my employee discount I am porting out - just hoping they let me keep/forget to take it away long enough for space X mobile to be a thing
Verizon’s systems appear to be designed for the happy path only. Even minor exceptions can trigger a cascade of system-generated errors.
With high turnover and minimal training, frontline reps often have no idea how to untangle these system-generated Frankensteins. They end up relying on their own interpretations to patch things up, without ever addressing the root causes.
Simply slapping AI onto Verizon’s broken systems won’t fix anything. It will just automate the chaos.
It’s like you get what you pay for( employee PAY CUTs, then Credo goes to TEASH$
They’re all getting replaced by ai bots soon which will lead to mass layoffs probably in 2 week