VZW Stores
Does anyone know of a website, or websites that provide feedback on specific VZW stores? I've heard people say you can research which stores provide the best customer service.
...
Agreed. I've gone into more stores that had horrible CS than otherwise. Verizon's over-the-phone CS is MUCH MUCH better than going in person to one of their corp stores. I only go in to buy accessories, but try to stay clear if I need technical help or have billing questions. It's hit or miss.
...
Great question. VZW should be concerned when there's such a disparity in customer service, even within their vendors in a 'small town'.
...
the problem with "consumer rated" stores is that:
1: People complain more often then they compliment, so people will typically only go on these sites and leave ratings (or at least detailed reviews) if they have something to complain about.
2: When they do complain, people tend to exaggerate. So if a customer goes into a store and wants another "free" phone three months after they upgraded because they were bored, and the reps (understandably)say no, that customer will go and rate that store Down, and say something about "poor customer service" or "rude reps" when in reality what they were asking is not possible.
So either you would need to have the site moderated (which would make it's usefulness void for most people who would l...
(continues)
1: People complain more often then they compliment, so people will typically only go on these sites and leave ratings (or at least detailed reviews) if they have something to complain about.
2: When they do complain, people tend to exaggerate. So if a customer goes into a store and wants another "free" phone three months after they upgraded because they were bored, and the reps (understandably)say no, that customer will go and rate that store Down, and say something about "poor customer service" or "rude reps" when in reality what they were asking is not possible.
So either you would need to have the site moderated (which would make it's usefulness void for most people who would l...
(continues)
...
Exactly.
The Verizon website lets customers rate phones now, which is a mixed bag. Sometimes a customer is expecting something different than what the phone can do. Sometimes they rate a phone poorly simply because they don't like the color. Ratings are subjective. I'm more likely to rate someone high for moderately good service than my father, who would rate poorly for anything less than perfect. Not exactly good science.
Even Verizon's own internal Net Promoter Score system (where customers rate their experience and if they'd recommend us to someone else) is fairly flawed. I could have a horrible score because the customer rated their experience low after having been send to me in a corporate store after a miserable experienc...
(continues)
The Verizon website lets customers rate phones now, which is a mixed bag. Sometimes a customer is expecting something different than what the phone can do. Sometimes they rate a phone poorly simply because they don't like the color. Ratings are subjective. I'm more likely to rate someone high for moderately good service than my father, who would rate poorly for anything less than perfect. Not exactly good science.
Even Verizon's own internal Net Promoter Score system (where customers rate their experience and if they'd recommend us to someone else) is fairly flawed. I could have a horrible score because the customer rated their experience low after having been send to me in a corporate store after a miserable experienc...
(continues)
...
