- Joined
- Jun 23, 2005
- Messages
- 17,329
I think many of the customer service folks are just reading from a script and tell everyone the same thing. But I've never not been able to ask for a supervisor with the companies I use, but I'm not a Verizon customer for my phone. I am though for my TV, internet, etc. and haven't had that issue. What happens when you ask for a supervisor?
They obviously (most of them) are reading from script that is provided. They really overdo the thanks and assurances but honestly do nothing of substance. I spoke to many of them over many days. It was complicated by the fact that each phone was shipped back alone - one received and the other according to the tracking was not. However, they finally insisted that the phone was there being assessed. I still don’t think the phone ever arrived. Each time I spoke to someone they entered notes into the account. I think the story took on a life of its own and eventually was not accurate. When I asked for a supervisor, I was transferred ONCE to what turned out to be just another customer service representative. I was told that someone would check with an unavailable supervisor and call me back. Never happened. They will only give you a first name and no other number to call. They put me on hold for long stretches while they said they were reviewing all of the notes. You hang on in hopes that they will resolve the issue. Just didn’t happen. Today I was told that I HAD to be transferred to another person - yahoo finally! - and she seemed competent. At least the bill and the next bills show the correct amount. I told her what I had been through and that there needed to be a better way to handle complicated cases. She apologized and thanked me for being the best part of Verizon - unbelievable! I told her that no long term paying customer should ever be treated the way I have been. Again, another apology. I am just one of a million customers I guess so no big deal. We have been customers for years with no issue whatsoever, but this experience has left me with no faith in this company. They keep emailing me with offers of internet and cable. Fat chance!!