| | 08-21-2011, 09:39 PM Thread Author #1
Verizon is screwing EVERYONE over!
This is a little long, but it's worth the read.
I had a problem with my BlackBerry, so I went in to my local Verizon Wireless store. I live right next to the Verizon Wireless headquarters, and I'm surprised that my closest store is in a shopping mall (not a strip mall) about 15 minutes away.There are little Verizon booths in stores and electronics stores, but they are never any help as they are limited on what they can do. Now, the mall isn't a super crowded one, and it's about normal size. But when you go to the Verizon store, it looks like Times Square on New Years. There a usually lines out the door, and they are extremely slow. When you get in the store, they insist you use the "Self-Serve" option. It's basically a few touch screen computers on the wall, with the Verizon help site on them. They are no more help than just googling a problem at home.
Then, a person in the front has an iPad, and she asks for your number, and a general description of your issue. She types in your number, presses enter, and your name appears on a long list of people on a giant TV in the store. It's frustrating seeing that you are number 24, in order of people being helped next. I finally got my turn at customer service, which is a large granite counter top area with a few Verizon reps behind it with computers. Once again, they are about as helpful as a simple google search. Unless you plan on adding a new line, changing your plan, or getting a new phone, they are worthless. After a brief explanation of my issue, I was sent to the back, in which I had to wait in line again.
Now, in the back, there are two counters. One to deal with billing, and one to deal with Tech Support. The billing counter has an ATM like machine that they insist you use for paying bills. And when you have a billing issue, the people never help. They always tell you it's out of their hands and you need to call up customer support. In this case though, I had to go to the tech counter. Only 2 technicians were there. I explained my issue, and was assuming that I would get a hard time like usual, and have to really fight to get a replacement phone. But instead, the man took a quick look at my defective phone, and told me he would send me a replacement, and give me free overnight shipping so I wouldn't have to wait 5 business days.
I was very happy, and as he was doing the computer stuff, we had a conversation. I was explaining to him, that Verizon makes things so difficult to take care of, and a process that should take no more than 30 minutes, ends up taking 5 hours if your lucky, and weeks if you're one of the unlucky ones. He told me that he totally agrees, and that the entire system is flawed. I asked him why he couldn't simply replace my phone at the store, and he said that Verizon made a change, so that all phones are now kept at regional warehouses, and are only shipped to the store when they are ordered by a customer. I told him that was ridiculous, and he told me the only phones he has there are on display. After a little more small talk, he explained to me that Verizon is giving a lot of issues to employees.
We talked about the Verizon strikes that just ended a couple days ago, where employees that worked with Landlines, TV, and internet fought for better treatment. As a unionized worker myself, who has often had to fight my company for better benefits, I knew where he was coming from. Then he explained to me how EVERY Verizon Technical Support rep is going to be laid off within the next couple of weeks. He seems very calm about it, and I asked him why it didn't bother him. He told me he was glad to leave a company that didn't treat him right, and that it's impossible to fight for your job against a corporation as big as Verizon. They had already cut his cell phone plan, and he just got a new phone on Boost Mobile. I was completely outraged, and couldn't believe that Verizon could to that to about 800 employees. They don't get to keep any benefits, and are basically dropped out on the street to look for new jobs.
I was pissed off because it's hard enough to get a solution to your phone problem with Verizon. But now we can't even go to trained technicians to get help. We have to rely with clueless customer service reps with barely any training. Not only is this going to make things harder, it's going to make the whole process longer. Now, I'm pretty sure everyone here knows that Verizon has horrible customer service. When I try to call up their help number, I have to navigate through the most pointless menus ever (where I constantly press 0 to get a real person), spend an average of 30-45 minutes on hold trying to get a rep, and most of them are clueless and rude. Now, I've had a lot of friendly and helpful reps too, but MOST are frustrating, time consuming, and they don't help, and have you running in circles most of the time.
I've had a lot of situations where I call in with an issue, they put me on hold to "check" for something, then they redirect me to another person, who redirects me to another person, which tells me to get help at a store, And when I get to the store, they tell me that they can't help me, and I need to call customer service. WHAT THE ****?!?! I'm sick and tired of being mistreated as a customer. But it's hard to be a happy customer, when every other company is the same exact way, if not worse. And now the only people with any sort of training are being laid off. This entire customer service system is completely corrupt. And you can't do anything about it, because you are buried in contracts, fees, commitments, and bills.
I feel like there is absolutely no way out. And now, I was just recently informed about a few upcoming changes. The primary owner of an account will no longer have upgrades every year with a $50 discount. They are going to have to wait 20 months like everyone else. And now you can't even get an unlimited data plan, and the cheapest one is 2GB for $30 a month. Thank god I had the unlimited plan before so I was grandfathered in. And why can't you get unlimited texting? With the "unlimited" plan, you only get 500 texts to non-verizon customers. Verizon and AT&T now has a monopoly on the wireless business. Verizon has over 108 million customers that are stuck in contracts, and AT&T have even more. And since they are in a situation like this, they can do whatever they want. They are starting to raise prices on phones and features.
They are making everything frustrating for the customers. I remember a time where business places and stores were interested in pleasing the customer. But now I feel like all they are interested in is making money. But it doesn't stop there. Every product we buy is usually made buy only a few major companies with a monopoly on the industry. They have complete control of everything. Now, I'm not gonna go into politics and economics, cause I could write a book on my opinions of that. But I think it's about time we do something as Verizon customers AND employees. We can't let them get away with what they do to us.
We need to take a stand, and start a movement, where we won't let them step all over us, and we won't let them take advantage of us. I know Verizon has the best coverage in the country (or at least for me personally). But their customer service needs to be fixed. I don't know how we are going to fix this whole problem, but it needs to be done ASAP. I know I'm not gonna put up with all this crap, and you shouldn't either. Thanks for reading this, and I hope I provided you some some inspiration or insight.