So I've had a SLEW of customer service issues with Verizon in the past two months. Too many to mention or I'd be writing all night. But one of them (just for the sake of giving an example) is that I did the Early Edge from the Maxx to the Turbo. I turned the Maxx in via USPS with the prepaid label provided by VZW and tracking shows it has been delivered. Well, now they're threatening to charge me $500 or so because I allegedly never returned the Maxx, when that isn't so. I have no control over what they do with it once I mail it and the USPS delivers it. Not my fault at that point, and I'm not going to the warehouse to look for them. But this latest threat came via text and e-mail Friday -- nearly a month after I sent the Maxx in to begin with.
As I called in that evening and spoke with this guy and proceeded to explain all of the issues I've had -- not piddly "OMG your computer billed me $5 too much so give me a $100 credit" stuff -- I flat out asked the guy that because I am so fed up with Verizon Wireless right now, its terrible customer service, the constant accusations to me that I'm lying about the things I did, and the fact I am on the phone with them every other day... I asked him point blank why I should remain a Verizon Wireless customer.
He paused, and I kid you not, no lie, he basically said that no I shouldn't be a customer. In the moments that followed, he expanded on it and said he is a customer himself (I would expect so since he works there) and he said that he wouldn't stay anywhere that gave him that bad customer service.
Part of me is mixed. As a person who wants to be given honesty, well, he gave it to me. But as a call center rep myself, it is an absolute sin to say anything that puts the company down. You ALWAYS go to the plate for your company and swing for the fences, hoping to get that grand slam that makes everyone happy. Dropping the bat and walking away -- which is what this guy did -- is inexcusable.
I called back later on (part of a four-call, six-hour fiasco of people who were incompetent) and FINALLY spoke to a supervisor who was competent about the issue. Overall, my issues are being reviewed, as he was stunned I was told what I was told. I hope there is an amicable resolution to all of my issues, but the fact that guy told me what he did? That cut a bit deep. You just don't say some things, no matter how true they are, no matter how bad you want to say them. I hope this guy is dealt with in the appropriate disciplinary structure that the company may have, but I also now await to see if Verizon fixes things for me (the sup gave me his e-mail address and a time frame to allow him to find out information on the phone issue.) But if this issue isn't fixed, well, I suppose I go elsewhere, don't I?
I just can't believe someone would actually say this on the phone. If I did the same general thing at my current call center job, if I wasn't instantly fired, I would be quick enough.
I guess I wait and see what happens, but I have my ETFs and I've priced A&T and T-Mobile already -- and service for both is NOT an issue for where my wife and I live. Not like we drive through dead areas or anything like I did years ago living in another state, to which service would indeed be an issue. But I'm still amazed he said that. Why would you tell your customer to effectively leave? Very weird and unsettling to me.
Has anyone else ever been told something like that and would like to share their experience?
As I called in that evening and spoke with this guy and proceeded to explain all of the issues I've had -- not piddly "OMG your computer billed me $5 too much so give me a $100 credit" stuff -- I flat out asked the guy that because I am so fed up with Verizon Wireless right now, its terrible customer service, the constant accusations to me that I'm lying about the things I did, and the fact I am on the phone with them every other day... I asked him point blank why I should remain a Verizon Wireless customer.
He paused, and I kid you not, no lie, he basically said that no I shouldn't be a customer. In the moments that followed, he expanded on it and said he is a customer himself (I would expect so since he works there) and he said that he wouldn't stay anywhere that gave him that bad customer service.
Part of me is mixed. As a person who wants to be given honesty, well, he gave it to me. But as a call center rep myself, it is an absolute sin to say anything that puts the company down. You ALWAYS go to the plate for your company and swing for the fences, hoping to get that grand slam that makes everyone happy. Dropping the bat and walking away -- which is what this guy did -- is inexcusable.
I called back later on (part of a four-call, six-hour fiasco of people who were incompetent) and FINALLY spoke to a supervisor who was competent about the issue. Overall, my issues are being reviewed, as he was stunned I was told what I was told. I hope there is an amicable resolution to all of my issues, but the fact that guy told me what he did? That cut a bit deep. You just don't say some things, no matter how true they are, no matter how bad you want to say them. I hope this guy is dealt with in the appropriate disciplinary structure that the company may have, but I also now await to see if Verizon fixes things for me (the sup gave me his e-mail address and a time frame to allow him to find out information on the phone issue.) But if this issue isn't fixed, well, I suppose I go elsewhere, don't I?
I just can't believe someone would actually say this on the phone. If I did the same general thing at my current call center job, if I wasn't instantly fired, I would be quick enough.
I guess I wait and see what happens, but I have my ETFs and I've priced A&T and T-Mobile already -- and service for both is NOT an issue for where my wife and I live. Not like we drive through dead areas or anything like I did years ago living in another state, to which service would indeed be an issue. But I'm still amazed he said that. Why would you tell your customer to effectively leave? Very weird and unsettling to me.
Has anyone else ever been told something like that and would like to share their experience?