Thread regarding Verizon Wireless layoffs

It’s all 100% true. I got the American call center yesterday and had the same experience. Nobody gives a f…. The supervisor I talked to was a snippy b…. and she didn’t give a s….either. I had to beg her to put in a ticket to engineering so someone can actually look at the problem. All anyone wants to do is the same 10 troubleshooting steps they have been trained on. If the problem is beyond that, they don’t know what to do. They need better training and they need to know when to let go and escalate to the next level. This was the tech coach/ tech support team I was talking to. 4 hours on the phone yesterday and 4 on Friday. I did get a $50 credit but only after I went off on Jennifer, she wasn’t going to do it voluntarily. I have not been able to make or receive calls on my personal or business phone for almost 2 weeks. Half of my neighbors have the same problem, it’s talked about on our neighborhood facebook page. They are either just suffering without service or have gone to T-mobile or AT&T. I would love Verizon to fix this so I can stay, I have been a customer for over 10 years. However, after the way I was treated and spoken to yesterday, if T-Mobile can get me a phone that works, I’m done. I’ll cancel my Fios as well. I’m changing ny work phone to AT&T ASAP, I’ll make that call today. Feel free to share this with anyone who might actually care. Nobody in the call center seems to

@lvje+1vQbVxG2 Don’t leave your self. Wait for the inevitable layoff in q1, I’m with pact as well. We have a high amount of tenured reps that are also clueless (you know the ones). With the overall consumer environment going to sh-t. C suite is going to want to make cuts and we are expensive.

Unless you have something lined up why leave the severance lol

@lvje+1vQbVxG2 only need 4 more days!

You’re not lying. I’m in one of those departments (pact) that receive call dumps all the times, customers who have been dealing with issues for hours, days, weeks. Unresolved until they get to me and I fix it within 15-20 minutes most times. Along with the pso not knowing what they’re doing, they get offended when you ask to transfer the call to you and hang up on you, then call right back…not to mention, they camp on the call when they say they will transfer and ram only pop in 8 minutes to 40 min into the call… trust me I’m just sticking around to get this years bonus then im out.

Present the customer with the biggest solutions that we have then. To name a few are: A 2nd # &. Verizon Home Protect. Problem solved: You will look GREAT (For the “TEAM” and the GMs and the SMs) but in the end “Who Actually Cares”?

Sampath said it himself on the AMA froma few months back.

"Don't think you can do someone else's job better than they can"

Which is corpo speak for, we need maximize profits and make everything as self service as possible at the cost of customers and employees. And if you don't agree, go find a job elsewhere.

Do you think this company is actually growing? Nope we're just trading customers between the Big Three.

The honest answer to that question is because the entire structure is so bad no one gives a sh-t anymore

@1fff+1vQbVxG2 thanks for the insight HR

Not too long ago couple months ago Scam-Path did a Q and A. Someone asked about the terrible customer service and how things that used to take 5 mins now take hours and multiple phone calls and transfers and still go unresolved and often the problem gets worse. He gave the most BS answer ever saying "everybody thinks they know how to do someone else's job better than them and customer service is doing better then ever.." blah blah blah typical corpo back speak type stuff. You can likely still find the recording of this joke of a answer and Q and A session.

They send customers to the store for the weirdest stuff ever. "go to the store and customer will have back rubbed for free phone"

Took RIF 3 month’s ago. Had to call customer service while trying to switch carriers because (of coarse) there was a problem switching an iPad etc (saving $ over employee discount btw). Definitely spoke with someone oversees. Have to admit they were literally amazing and friendly and happy to help. Much better then my new carrier - was surprised

Thanks Hanz

They send people to stores for problems that stores can't fix. It's increasingly frustrating for both customers and representatives. Gutting customer service was the worst idea in history.