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Verizon as a whole

VzwTechNM

Sep 18, 2010, 12:03 AM
Being an employee of Verizon Wireless for many years I have come to notice that although there are bizarre situations with screw ups and typical douche bag employees giving incorrect information, (can't expect perfection with over 80,000 employees) I feel that the company in all fairness, is willing to help their customers the most. I know I bust my butt everyday to ensure each and every issue that comes across is not only fixed but that the customer understands that I truly understand what they are going through, any problem they have, I take ownership and treat it as my own issue. All the while keeping engaged. At any point and time, will follow up to ensure their issue is fixed with me and only me.


I feel Verizon Wireless is hated o...
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hrmles1

Sep 18, 2010, 9:06 AM
I agree with your post and all I can say is that I wish there were more Verizon employees like you. My experience with Verizon customer service over the past 8 years has been terrible. You get different answers depending on who you talk to. I have many examples but here is the latest. I asked if my nephew could use his HTC Droid Eris while in Japan because Japan uses CDMA technology. The first rep said "yes". Just to be sure and make sure that my nephew had service while in Japan I called back and asked the same question. The 2nd rep said that the Eris would not work in Japan. The sad part about calling customer service is that the majority of times I know more then the rep that I am speaking with. In conclusion, either I just have t...
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tourman

Sep 18, 2010, 1:20 PM
VzwTechNM I have been a customer since 1998 when they were Bell Atlantic Mobile. Over the years 99% of the customer service rep's I spoke with were extraordinary and provided escellent customer service. I work in the same line of buisness and customer service overall in corporate America is deteriorating as quantity vs. quality is the norm. Where I work we are only as good as our managers are, which are overall terrible.
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socalsurfer

Sep 19, 2010, 11:47 AM
I have been a VZW customer (counting all the mergers/acquisitions/etc) since 1985. I have always experienced courteous, professional response to my inquiries. The CSR's have always tried their best to help. Sometimes I would get the CSR that was really in over their head technically, but that's life- and as long as you recognize that fact you can always call back for a better resolution without it becoming a life defining issue. I have tried other carriers-Sprint CS was absolutely and astoundingly horrible. AT&T tech support was closed on weekends! There will always be haters out there, spewing out there frustrations with life. Although sometimes the idiotic humor factor is rather enjoyable Smile
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BHabelitz4GWireless

Oct 1, 2010, 2:35 PM
The thing about my VZW location and my customers is that they expect you to give them anything they want for free because they have verizon at all. I'm a very logical, friendly and technologically knowledgeable Rep, I even provide extra customer service even if my store manager doesn't approve (which most of the time he doesn't), I'll input contacts manually myself if our transfer machine doesn't recognize the cord or the phone (for the patient and friendly customers of course). My Customers, the few that are actually human and nice, are great understanding people. But 8/10 customers are angry and demanding and don't want to listen to anything I say, regardless of them being right or wrong. Sometimes it's the customers that drive the rep int...
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epik

Oct 1, 2010, 2:51 PM
The worst part is, if your customer does a survey your manager (or someone) has to call and pander to them. Someone who gives a bad mark on a survey only to have the manager call and backtrack for a deal ends up expecting such treatment every time they visit. They think they know how to play the system, and in many cases, they're right.

Feels great to have your credibility shanked.
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justmarried

Oct 2, 2010, 9:16 PM
So true Epik. The surveys are so overrated and too much emphasis is put on them. Customers know this and try to use it to their advantage.
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mar29oct

Oct 3, 2010, 5:46 AM
I think Verizon customer service is the best in the business. Here in NY where I live we have Cablevision and this is the most horrible run company, no wonder Consumer Reports rates them at the bottom. Can't wait till FIOS comes to my town.
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Azeron

Sep 19, 2010, 12:49 AM
How do you know? Have you worked for any of the other wireless companies?
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