What happened to customer service
I have been so dissapointed with them that I may not return after the 2 years are up. When I joined with them 4 years ago I couldn't rave enough about their service. I was treated like I was their only cust. Now, depending on where you go or who you talk to, you are bothering them. I am not sure if they are tired of hearing about their inferior products, or their limiting of service, but I still want the service I got when I 1st signed up. I just am not getting it anymore. I lodged a complaint with them today but judging from the tone of voice on the other end, I will not be heard or taken seriously. I will not recomend them to anyone until they get their service back where it once was. They do have great coverage, but you need more than th...
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It sounds to me you approached them the wrong way. Maybe by sounding ****y or just demanding too much.
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I think all carriers customer service has suffered in recent years and all for the same reason... cost cutting. What tht means is that some bean counting cubicle dweller is playing with Excel and coming up with the correct number of care associates who need to be working at any given time. Result? Longer wait times; pressured reps; pissed off customers; quick turnover of personnel; and you have the mess we are all experiencing.
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Of course, it would be really nice if customers would realize that it costs money to keep us reps answering calls and to stop frivolously calling fifty times a day to have us tell them the phone numbers they called, or to check their minutes, or any of the bazillion other ridiculous things people expect us to do. We're trained professionals, not personal minute checking flunkies or co-conspirators in spying on your girlfriend, ya know? It costs carriers something like six bucks a call to keep customer care running and if the customers would use the self help options ALL carriers provide and only contact a rep when they actually NEED to it would make everybody a whole lot happier--not to mention taking those hold times down a ton...
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Aleq said:...
Of course, it would be really nice if customers would realize that it costs money to keep us reps answering calls and to stop frivolously calling fifty times a day to have us tell them the phone numbers they called, or to check their minutes, or any of the bazillion other ridiculous things people expect us to do. We're trained professionals, not personal minute checking flunkies or co-conspirators in spying on your girlfriend, ya know? It costs carriers something like six bucks a call to keep customer care running and if the customers would use the self help options ALL carriers provide and only contact a rep when they actually NEED to it would make everybody a whole lot happier--not to mention taking those hol
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And what was your issue?? Did you make the statement about the "inferior" products or did you mention something about the "limiting of service?? Or did you complain nicely? Just wondering because I have been in retail now for close to 25yrs and some customers seem to think the more they complain the more they will get, or the louder they get, they will get what they want. Too me, if you have a legitimate complaint, make your statement, leave out the negative aspects of it ie.."inferior products", "limiting of service", stick to the facts and you might just get somewhere. When a customer calls in berating the company I work for, I don't take that customer seriously, now if they stick to the facts, give me their problem, then I take them ...
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I was nice at first. This has been on going for about 2 weeks now. After getting 2 phones that didn't work, having to drive 20 min to store each time, stand in line for about as long to be told that I would have to come back later when the tech is there, that is an inconvenience of my time which I really don't have a lot of. Yes I believe I have been nice up until today. Today I had had enough. I realize that problems happen once, maybe twice, but 3rd time is enough and I felt like they had the oh well attitude. I know how to behave with sales people, I work with them all day long, I treat them like I want to be treated until it becomes a repeat issue that no one cares about.
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murfy23 said:
I have been so dissapointed with them ....
Can you be specific? please. I'm thinking of them and would like your reasoning.
What?
Why?
Who?
Where?
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2 new phones, both with volume issues, speakerphone issues, etc. returned. Got a new one, works good so far (only a week old but promising). Thought this was the end of the issue. I found out last nite that the new phone did not have get it now software loaded and I needed to go to have it installed. Now this is the count of times I have been down there once to buy, once to return/order new because they didn't have any in stock. another to fedex to pick up phone/return 2nd. I would have liked to just return to store but if it was shipped to me, it has to be shipped back that is their policy. Now today I went in because the 1-800 # told me last nite to just go in today, have the new software added and I will be good as new. I was ok with that...
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murfy23 said:
lg8100 were the 1st 2 and the good one is the moto e815
What's going on at VZW? Are they trying to put out phones as soon as possible that now they are forgetting to install basic software?
When the Moto E815 first came out they forgot to install the Vcast software. Now the Lg?
What's going on??
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The lg was volume, speaker, bluetooth etc. issues, the e815 vcast I am not sure about because we do not get that in our area. We do get the get it now feature (or some of us do). That is a nice feature just for the ring tones. to me vcast would be too small to try and watch on a phone, but for some it would be ok. kinda funny, they gave me vcast which I can't use and no ring tones which I can.
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I had the moto E815. I ordered it online. I got it in the mail, but it was crooked at the hinges. I went thru what you did (drama at the store) I really liked the phone. It wasn't until I tested GSM and CDMA's voice clarity (I put my V551 on one ear and my E815 on the other) that I realized that my cingular V551 sounded much better. Sent it back and now Im waiting on the contract to be reversed by the people at the warehouse so I can bring that number to Cingular. I'm going to be 100% GSM. I have one with T-mo and two with Cingy.
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Maybe they should hire you to open and check all 140,000 phones sold in the first 2 weeks. Even if you could open the box, install the battery, boot the phone, check the software, and repackage the phone like new in a minute, it would take 2333 hours to check them all.
Oooorr you could talk to Motorola that made the phone and loaded the incorrect software.
This is wholely different than buying a car. A missing integral piece of the product would be pretty easy to spot on a car. No engine, windshield, tires. Not so with electronics. If you bought a tv and it didn't have a remote in the box, it's not the retailer's fault. They just sell the product, QA isn't their job. Same with Verizon and phones.
Oooorr you could talk to Motorola that made the phone and loaded the incorrect software.
This is wholely different than buying a car. A missing integral piece of the product would be pretty easy to spot on a car. No engine, windshield, tires. Not so with electronics. If you bought a tv and it didn't have a remote in the box, it's not the retailer's fault. They just sell the product, QA isn't their job. Same with Verizon and phones.
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I agree with some of what you say but, before I would put my name on a product I'd want to be sure it was a good one and worked. Customers go to Verizon stores, they give their money to Verizon, the products say Verizon right on them. I'd say Verizon is somewhat responsible and accountable, doesn't matter to me who their suppliers are. They need to hold them accountable.
Your transmission breaks on your car, you're not gonna be angry at the Mexican company that sold it to the automaker. You go after the dealer that sold it and they fix it, and the automakers beat up their suppliers. Which is why people get pissed at Verizon when the phone they bought that says 'Verizon' right on it is missing software or the volume doesn't work prope...
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Your transmission breaks on your car, you're not gonna be angry at the Mexican company that sold it to the automaker. You go after the dealer that sold it and they fix it, and the automakers beat up their suppliers. Which is why people get pissed at Verizon when the phone they bought that says 'Verizon' right on it is missing software or the volume doesn't work prope...
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bigmaddog said:
Your transmission breaks on your car, you're not gonna be angry at the Mexican company that sold it to the automaker. You go TO the dealer that sold it and they fix it, and the automakers beat up their suppliers.
Even at an auto dealership, they don't drive every car around to make sure the trasmission is good. Dealerships sell cars from X Manufacturer because they think they make a good enough product to sell. Same with Verizon. There certainly needs to be a discussion between Verizon and Motorola, but this is in no way Verizon's fault.
If the test models Motorola gave out had all these problems, it wouldn't have been ok'd for release.
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Thankyou, I felt like I was standing in the middle of a crowd in my underwear, its nice to know...and sad to know that I am not alone in how I feel.
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I totally agree. I have been with them for over 10 years, and today I reached the end.
My husband renews 2 year contracts because of their coverage. I informed my husband to take me off the family plan, I would rather be cell free than hands free if I were to continue using their service. Too many inconsistancies among reps, policies changing midstream, inferior phones that are disabled and technology behind, and my list goes on. I had only one helpful, smiling rep assist me thoughout these long years. He stood out, but stands alone. 2 years ago I purchased as a gift for my grandaughter a phone with service from t-mobile. Their service is highly scored and rated. I received top notch assistance, and always pleased. I replaced 7 lost phones,...
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My husband renews 2 year contracts because of their coverage. I informed my husband to take me off the family plan, I would rather be cell free than hands free if I were to continue using their service. Too many inconsistancies among reps, policies changing midstream, inferior phones that are disabled and technology behind, and my list goes on. I had only one helpful, smiling rep assist me thoughout these long years. He stood out, but stands alone. 2 years ago I purchased as a gift for my grandaughter a phone with service from t-mobile. Their service is highly scored and rated. I received top notch assistance, and always pleased. I replaced 7 lost phones,...
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surprise, surprise. It is rep dependant. I recently spoke to one phone rep, and one store rep. They were both extremely polite, accommodating, and helpful.
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I see this as a major problem. I don't necessarily think that customer service is going down (not just at VZW but everywhere) rather it is us as consumers who expect that we be treated like royalty. When I call a company I expect two things - be treated with respect (If I do the same) and have my questions answered. I think far too many people think far too much of themselves - which in turn will make them never feel satisfied. A customer service rep - or sales rep - is not a human punching bag designed to take your abuse, smile, and treat you like gold afterward. They are human being for crying out loud. Grow up people - the world does not revolve around you!!!
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This is true in a LOT of cases. Some customers call in with very silly requests. Things they could simply do themselves but don't want to for whatever reason. For example, holding 10 minutes for customer service to check minutes when you can do #646 (#MIN) and have the answer within seconds.
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phipsi95 said:...
I see this as a major problem. I don't necessarily think that customer service is going down (not just at VZW but everywhere) rather it is us as consumers who expect that we be treated like royalty. When I call a company I expect two things - be treated with respect (If I do the same) and have my questions answered. I think far too many people think far too much of themselves - which in turn will make them never f
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