customer service stinks!
Is this the standard or is this just the local store?
My f-i-l died, my m-i-l goes down to the local store to switch things to her name and change the service around some. She walked in, took a number, and got in line.
THREE HOURS later, she's still in line waiting!
Yes, it's a busy store, but the problem is they have probably 15 people working sales and tech stuff at the same time BUT only ONE customer is being helped at a time by only ONE employee... the rest just walk off and go pick their noses or something in the back room.
She also had them swap phones for her, she wanted to use my f-i-l phone because it was newer. when they programed the phone, she lost ALL bars and couldn't get a call out nor txt anyone, it took 3 trips...
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My f-i-l died, my m-i-l goes down to the local store to switch things to her name and change the service around some. She walked in, took a number, and got in line.
THREE HOURS later, she's still in line waiting!
Yes, it's a busy store, but the problem is they have probably 15 people working sales and tech stuff at the same time BUT only ONE customer is being helped at a time by only ONE employee... the rest just walk off and go pick their noses or something in the back room.
She also had them swap phones for her, she wanted to use my f-i-l phone because it was newer. when they programed the phone, she lost ALL bars and couldn't get a call out nor txt anyone, it took 3 trips...
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I had same experience that you did. I waited forever and when they reprogrammed my phone, I
could not use it. You are lucky if you get
knowledgeable tech person. I just switch back to
my old phone, and it works fine. Yes, it got worse.
could not use it. You are lucky if you get
knowledgeable tech person. I just switch back to
my old phone, and it works fine. Yes, it got worse.
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Verizonwirelesssurvey.com
Make sure you are very specific about the store (location) because in any given area, there could be multiple stores.
By the sound of it, you were at a corp store. perhaps try a retailer this time around? At least around here, my companies stores consistently get better customer service reviews than the surrounding corp stores/kiosks.
It can be hit and miss with retailers though, just as with corp stores. But typically they have fewer employees, and since more of their pay comes from sales, they will be more willing to help you.
Make sure you are very specific about the store (location) because in any given area, there could be multiple stores.
By the sound of it, you were at a corp store. perhaps try a retailer this time around? At least around here, my companies stores consistently get better customer service reviews than the surrounding corp stores/kiosks.
It can be hit and miss with retailers though, just as with corp stores. But typically they have fewer employees, and since more of their pay comes from sales, they will be more willing to help you.
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From experiences I've had at the kiosks and retailers locally, I don't think they are ALLOWED to do the reprogramming stuff that had my m-i-l messed up.
Thanks for the link, I'll send it to my m-i-l... she's GREAT at giving the "what-for". lol
Thanks for the link, I'll send it to my m-i-l... she's GREAT at giving the "what-for". lol
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it depends. We don't have machines to flash equipment, and not everyone knows how to manually reprogram phones. but we do have direct lines to tech support to do most of what we can't do on sight.
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Her biggest thing is having to wait SO long to get help... being told to pick the phone up at a certain time and not being ready, then HOURS later she gets to pick the phone up and it STILL doesn't work!
(granted it's a piece of junk 1st gen Razor) so yeah... it needed a MAJOR flash done, but from what the lady told her when she had to take it back right after picking it up is they KNEW when they reprogrammed it with her number that it wasn't working, but sent it out the door with her anyway!
I DID get great service at the kiosk at Circuit City once...they've opened a retail store now, so I think when we go for new phones in a couple weeks, we'll go there.
Being in the south, I'm extremely customer service oriented AND I grew up i...
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(granted it's a piece of junk 1st gen Razor) so yeah... it needed a MAJOR flash done, but from what the lady told her when she had to take it back right after picking it up is they KNEW when they reprogrammed it with her number that it wasn't working, but sent it out the door with her anyway!
I DID get great service at the kiosk at Circuit City once...they've opened a retail store now, so I think when we go for new phones in a couple weeks, we'll go there.
Being in the south, I'm extremely customer service oriented AND I grew up i...
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sounds very much like you went to a corp store, I work at a premium retailer we do as much as we can for our customers here at the store, and hear alot about the waits at the corp store, your local retailer if knowledgible will be able to perform just about everything the corp store can abeit in a differnt way. and as menno said the survey is amazing its one question and if you put a low score in you will get a call back from an account manager asking you about your experience and how they can make it better.
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Overall VZW has great customer service. 2nd overall in JDpower. Sometimes 1 or a couple stores can ruin the appearance. I'm not a VZW fan but you do got to give them props their customer service (overall) has come very far. It really sounds like you may have had a bad experience. That sucks. Hopefully they can regain your trust if they want to keep you around.
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Oh they'll keep me around as long as my phone service is great (concerned lately with them adding in the Alltel towers to the system cause the local alltel service royally sucks eggs).
I just have to make sure I NEVER have technical problems with my phone so I don't HAVE to deal with the corporate store! 😁
I just have to make sure I NEVER have technical problems with my phone so I don't HAVE to deal with the corporate store! 😁
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while this is not a solution for all of your mil's issues, a lot of what you are in need of doing is available online. My mother recently ordered a new phone, changed her calling plan and then programmed her new phone all on line without talking to anyone... and she's someone who is very un-technical. Also, you can get technical support by calling in. So I would suggest looking online at verizonwireless.com for your new phones, then logging in to "My Verizon" to order them. Should you run into any problems, customer service is just a phonecall away.
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Please fill out the verizonwirelesssurvey.com online, make sure you reference the store and who ever you dealt with. The store manager will have to call you back and followup with you to fix your situation. Be civil about it, but make sure you state how you feel as a customer. If you go to verizonwireless.com and use the store locator at the top of the screen, it will help you find another coporate store nearby you that could also help you out with the wait time. There is an 1 - 800 number on the site also that you can call to have a replacement sent to you if needed. Just trying to give you some options to avoid going to the store. Also, try to deal with a particular sales rep that is good, get their business card and call them directly whe...
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I completely understand the southern customer service mentality (or at least, what it was 10 years ago). I don't live in the south any more (I'm in the west), but I came out of a small-business / southern customer service mentality. I've been working for Verizon for 5 years. I probably won't be with the company much longer, seeing as how we're overstaffed in our area and I'm not the top performer in my store. I'll be beat out by the guys who don't care much about customer service. They go through about 25% more customers than I do, simply because they don't give a crap about the customer experience. On paper, they perform and I don't.
When I started working for the company, I had to let go of a lot of the customer-focused skills I l...
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When I started working for the company, I had to let go of a lot of the customer-focused skills I l...
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i hear ya. i never get good service when i go into verizon corp stores. my last visit (to simply exchange a phone) was 2.5 hours, the visit before that was 3 hours. it's ridiculous. dealing with CS on the phone is so much better than going in person.
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I've made that mistake one too many times myself. I learned early in my days with VZW that I should never, ever bother going to a retail store unless someone in Customer Service actually tells me there is no other way to get what I need.
Since making that discovery, I've never been to a retail store for anything other then a warranty replacement once (and to play with the new phones, of course).
Tell you m-i-l to stick with the folks in the call centers. Your average punk sale kids at the store doesn't know jack **** about proper account setup and billing. Don't waste your time.
My parents had to move their account from my dad's name into my mom's name to get a company discount. That sounds like something similar to what you w...
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Since making that discovery, I've never been to a retail store for anything other then a warranty replacement once (and to play with the new phones, of course).
Tell you m-i-l to stick with the folks in the call centers. Your average punk sale kids at the store doesn't know jack **** about proper account setup and billing. Don't waste your time.
My parents had to move their account from my dad's name into my mom's name to get a company discount. That sounds like something similar to what you w...
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I don't know where you are located, but a lot of the employees in the stores have come from customer service in the call centers. You may have got someone who just did not know what they were doing, in the same way when you call customer service, you can get someone that does not know what they are doing.
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Well, I should be so lucky as to have former Call Center agents running the show in my neighborhood! Somehow I really doubt VZW has a call center located close enough to many of your retail store to provide decent training/service. Does VZW pay for call center reps to pick up and move 200 miles so they can work in a retail store in northern Arizona? If so, it's the first I've heard about it!
If you happen to live less then 50 miles from one of the call centers, you probably do get great retail service. The vast, vast majority of VZW customers do not live in communities where call centers are located. I'll stick with the over-the-phone people, thank you very much
If you happen to live less then 50 miles from one of the call centers, you probably do get great retail service. The vast, vast majority of VZW customers do not live in communities where call centers are located. I'll stick with the over-the-phone people, thank you very much
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I moved about 130 miles for the job I currently have.
I don't work for corp though, I work for a retailer. I can't set up loyalty plans, and I won't manipulate an account to add new lines to a grandfathered plan (mainly because we get written up for doing so) But I know quite a bit about account set up.
The issue with going to a store for everything is that a lot of them operate off of individual commission, so if they are helping someone with their billing and a customer comes in wanting a 5 line new activation, they lose money. It's crappy, but that's part of the reason people seem to "know nothing" when you go to a store.
Our company works off of Store commission, so if I miss a sale but my co-worker makes it, we both win.
I don't work for corp though, I work for a retailer. I can't set up loyalty plans, and I won't manipulate an account to add new lines to a grandfathered plan (mainly because we get written up for doing so) But I know quite a bit about account set up.
The issue with going to a store for everything is that a lot of them operate off of individual commission, so if they are helping someone with their billing and a customer comes in wanting a 5 line new activation, they lose money. It's crappy, but that's part of the reason people seem to "know nothing" when you go to a store.
Our company works off of Store commission, so if I miss a sale but my co-worker makes it, we both win.
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Yes pumpkin, customer service will suck at verizon wireless. Want to know why? VZW couldn't care less about CS- all they care about is sales. If you are a sales rep you will be treated like a king/queen, even if your numbers suck. If you are a CSR you are treated like garbage even though you do everything in that store! Upper management does not care abouut anything but store numbers and making money. Ask anyone who works there who is not commissioned. Their manager, DM, and even HR probably treats them like crap. suck it up and deal with the lines.
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You got that right. Even the CS on the phone,
is not same like they used to be. Most of them I find very rude.
is not same like they used to be. Most of them I find very rude.
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