Verizon Customer Service

[SL3]

Verizon Rep- Your package will arrive on Thursday September 11th.
 
Me- Are we being recorded?
 
Rep-Yes sir we are.
 
Me- Good will you say that one more time please.
 
Rep- Ok your package will arrive on Thursday September 11th.
 
Me- Thank you so much, you have been wonderful. Have a nice day.
 
Rep- Thank you sir, you too.
 
September 11, 2014
 
8 am- Wife stays home from work to receive the package but calls first to verify shipment.
 
Rep- Yes mam, your package was shipped and it is due for delivery today. Your automatic activation date is September 17th or you can call tech support to activate as soon as you’re hooked up.
 
Wife- Thank you
 
8 pm- No package. I call and wait 15 minutes to talk to rep.
 
Me- Hello I was suppose to receive my package today, do you have a tracking number so I can find out where it is.
 
Rep- Just a second sir while I check. I wait 5 minutes.
 
Rep- I’m sorry sir I will transfer you to someone that can help you. I wait 10 minutes.
 
Rep- Yes sir how can I help you.
 
Me- I was suppose to receive my package today, do you have a tracking number so I can find out where it is.
 
Rep- Just one second sir while I check. I wait 5 minutes.
 
Rep- Sir your package was never shipped. It is not due to activate until September 17th.
 
Me- I understand that but two of your Reps said it would be here today and my wife took off work to receive it.
 
Rep- I’m not seeing that here sir.
 
Me- Please play back my recorded phone conversation that I had with your Rep the day I ordered the upgrade.
 
Rep- No sir we cannot do that.
 
Me- Then why do you ask to record me in the first place?
 
Rep- One moment sir. I wait 10 minutes. A different Rep comes on the phone.
 
Rep- How can I help you sir.
 
Me- Really? You don’t know why I called?
 
Rep- Just one moment sir. Back on hold
 
Me- %#@*$@&*%  Click!
 
September 13, 2014
 
I receive an email at 8am from Verizon, “Your Equipment Has Shipped!” Attached is an 18 digit tracking number for UPS. I click on the link to UPS tracking and I get this “UPS could not locate the shipment details for your request. Please verify your information and try again later.”
 
I try several times throughout the day only to get the same message. I call UPS they say they have no record of my shipment and to call Verizon. I call Verizon and they keep giving me the same tracking number and say they cannot help me and that I need to call UPS.
 
Since when is just speaking politely with no resolve considered good customer service. 

 

[meinchoh]

That's why they have competition  ....

 

[Verivus]

Did you ask for a supervisor? Wasn't sure since you only said rep throughout. I always ask for one when I feel like I'm starting to get the runaround. The reps honestly can't pull up your recorded conversation though. A supervisor might be able to, but a normal rep doesn't have the authority to access recordings.

 

[hogleg]

I guess I'm part of some class action suit against a well known tackle supplier that recorded me and many others without mine or they're permission or notification during a order. Maybe I'll finally be a millionair after all

 

[Orekoc]

Well, if your phone can record a conversation you are making and companies do usually say "this call may be recorded" or something like that, record the call (check your state law, but it really does seem that both parties have been notified and granted permission but I am not a lawyer and I don't play one on TV.) When you call back, and they start pulling those things on you, say well, let me play back the recording. This seems to be the only way to get Comcast Cable to honor its commitments.

 

[mecdave]

As a long time Verizon DSL user, I feel for you man. I'm betting your tracking number goes live late tonight if it hasn't already.
 
Tip: If/when you need to call for technical support (and you will), call about 5AM Eastern time so your chances of speaking to someone that speaks clear English will improve greatly.

 

[SL3]

Did you ask for a supervisor? Wasn't sure since you only said rep throughout. I always ask for one when I feel like I'm starting to get the runaround. The reps honestly can't pull up your recorded conversation though. A supervisor might be able to, but a normal rep doesn't have the authority to access recordings.

When I called back I did and still got the same run around and refusal to play the recording. I told her I guess that recording is only to protect you and not your customers. 
 

Well, if your phone can record a conversation you are making and companies do usually say "this call may be recorded" or something like that, record the call (check your state law, but it really does seem that both parties have been notified and granted permission but I am not a lawyer and I don't play one on TV.) When you call back, and they start pulling those things on you, say well, let me play back the recording. This seems to be the only way to get Comcast Cable to honor its commitments.

I always let them record my conversation with my permission as I have had these things happen one too many times. My wife can't stand Verizon due to customer service, I on the other hand like their product better and chose to go back to them after being told their service was much better now. They do have nicer folks answering their phones now days, they just don't resolve your issue. Kind of like a big smile and kick in the butt!