Help Verizon CS

[crboone]

I apologize if this is in the wrong forum. But I am seriously wondering -- has anyone else noticed Verizon Customer Service dropping like a rock lately? Or have we (wife and myself) just had a string of bad circumstances? I'm really beginning to wonder after having such good service from them for so long.


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[lennydude]

I would have to agree with you. I think the answer is VERY simple..............CS = $$$

Greed, greed, greed..........................

 

[CRAZYISH]

yup that was my reason for leaving the big A$$ RED

 

[sund0wn]

I would have to agree with you. I think the answer is VERY simple..............CS = $$$

Greed, greed, greed..........................

i think it's hardly greedy when a company sets out to make money. that is their main goal.
however, without good customer service, a company wont survive. i've always had great CS experiences with verizon. most people just complain when they dont get their way, so you cant please everyone, because every company cant give into every demand. that doesnt mean there arent people who haven't truly been treated poorly, but i do think most of the dissatisfied customers are those who wanted something they couldnt get. that said, CS agents are only human. they spend about 80% of their day listening to people with outrageous demands, and as a result, being rude to people does happen? is this acceptable? absolutely not. but, does it happen? yes.

that said, to the OP, what was poor about your experience?

 

[crboone]

i think it's hardly greedy when a company sets out to make money. that is their main goal.
however, without good customer service, a company wont survive. i've always had great CS experiences with verizon. most people just complain when they dont get their way, so you cant please everyone, because every company cant give into every demand. that doesnt mean there arent people who haven't truly been treated poorly, but i do think most of the dissatisfied customers are those who wanted something they couldnt get. that said, CS agents are only human. they spend about 80% of their day listening to people with outrageous demands, and as a result, being rude to people does happen? is this acceptable? absolutely not. but, does it happen? yes.

that said, to the OP, what was poor about your experience?

It's too long of a story to post all the crazy details, but my wife spent a miserable Saturday night, and again today, on the phone with Verizon multiple times trying to restore her phone (Casio) after the store did a hard reset and failed to restore her contacts and ringtone. I'm sure she was not pleasant to speak with. She has 82 contacts that the rep should have restored instead of leaving it up to us to get them back. And things just went from bad to worse it seemed. The store rep had installed BackupAssistant and told us it would just "work" later that evening. Ha ha.

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[sund0wn]

It's too long of a story to post all the crazy details, but my wife spent a miserable Saturday night, and again today, on the phone with Verizon multiple times trying to restore her phone (Casio) after the store did a hard reset and failed to restore her contacts and ringtone. I'm sure she was not pleasant to speak with. She has 82 contacts that the rep should have restored instead of leaving it up to us to get them back. And things just went from bad to worse it seemed. The store rep had installed BackupAssistant and told us it would just "work" later that evening. Ha ha.

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aw man, that totally sucks. so, has it been resolved? are the contacts restored? if not, what is the problem? is backup assistant not working? and, did the contacts back up with backup assistant? you can log into myverizon.com, and the contacts will be under backup assistant in the My Services tab. if so, at least she'll have them so she can re-enter them if backup assistant wont work.

as much as that really sucks, let this be a lesson to others reading this thread. verizon reps will typically do what they can to help back up and transfer contacts, but it's ultimately the user's responsibility, and not verizon's. if they say they will back up and restore contacts, they should do just that, but there is no promise something wont go wrong.

if any of you have a second phone, or family with phones that dont run on android, go get backup assistant. it's in media center under "browse and download." verizon is doing away with celle brites for various reasons, so transferring contacts is becoming a thing of the past. this was something they provided for convenience in the past, but each user is ultimately responsible for their contacts.

 

[VZ4G3NT]

It's too long of a story to post all the crazy details, but my wife spent a miserable Saturday night, and again today, on the phone with Verizon multiple times trying to restore her phone (Casio) after the store did a hard reset and failed to restore her contacts and ringtone. I'm sure she was not pleasant to speak with. She has 82 contacts that the rep should have restored instead of leaving it up to us to get them back. And things just went from bad to worse it seemed. The store rep had installed BackupAssistant and told us it would just "work" later that evening. Ha ha.

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What did you expect Verizon CS to do exactly ?

 

[sund0wn]

What did you expect Verizon CS to do exactly ?

it's interesting, verizon provides so many tools to its customers (backup assistant, myverizon, etc.), and i dont think i have stepped foot into a cell phone store in probably 5 years.
people expect so much from their phone, and the reps that work for their carrier, that they have lost the ability to be self reliant. almost everything people call CS or go into a store to have done, they can do for themselve either by using google or myverizon.

 

[crboone]

nvm -- it's not worth discussing this further. It had nothing to do with not being self-reliant.

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[sund0wn]

nvm -- it's not worth discussing this further. It had nothing to do with not being self-reliant.

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i was just trying to help you. but, you did say "She has 82 contacts that the rep should have restored instead of leaving it up to us to get them back,"
i mean, it would have been good customer service for the rep to get the contacts back on the phone, but i suspect there was some sort of error with backup assistant. but, my point is that people need to realize that this is not verizon's responsibility.
my point is, if people didnt rely on verizon to back up/restore/transfer contacts, this wouldnt ever be an issue.
i'm not trying to flame here. if you noticed, i was trying to help you figure out a solution to the problem. but at the same time, i think it would be helpful if other people reading this thread could realize that they should get on top of backing up their own information, instead of spending a number of miserable sessions on the phone with verizon trying to get them to help with it when something goes wrong later.

 

[bigbadwulff]

From personal experience with my own business I can tell you(what you don't want to hear): Today's employees are not qualified to work at McDonalds, let alone Verizon.
There, I said it.
I have people working for me that can't figure out what a person owes for what. They know one day and the VERY NEXT DAY it's like they never knew it.
I think this is a sign of the over use of drugs, especially hydrocodone dependency. It is RAMPANT in our society.

 

[crboone]

i was just trying to help you. but, you did say "She has 82 contacts that the rep should have restored instead of leaving it up to us to get them back,"
i mean, it would have been good customer service for the rep to get the contacts back on the phone, but i suspect there was some sort of error with backup assistant. but, my point is that people need to realize that this is not verizon's responsibility.
my point is, if people didnt rely on verizon to back up/restore/transfer contacts, this wouldnt ever be an issue.
i'm not trying to flame here. if you noticed, i was trying to help you figure out a solution to the problem. but at the same time, i think it would be helpful if other people reading this thread could realize that they should get on top of backing up their own information, instead of spending a number of miserable sessions on the phone with verizon trying to get them to help with it when something goes wrong later.

EDIT: Removed post since it was too long. It was just an issue w/a Casio phone that isn't as consumer-friendly when it comes to backup & restore.


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[rehpyc]

most Verizon reps I've spoken with about phones (mind you, I always do my own product research) really don't know much other than basic selling points. many either aren't given word of common issues phones are having, or they negligently ignore those issues just so they can make a sale/keep you from returning the phone and instead accept replacement so they don't have to reinstate your upgrade status (end-of, or near-end-of, contract).

it once took numerous calls to reverse over $70+ added charges to a bill because a ******ed Verizon rep was looking into something on my account, wasn't authorized to make any changes, but he somehow changed my account and removed my text messaging plan. it wasn't surprising that Verizon "couldn't" put back on the outdated texting plan I once had, forcing me to use one of their more current, expensive plans.. I was extremely hesitant this time around when upgrading to a X just because I didn't want them to screw yet another irreversible thing on my account when adding data and activating my phone.

 

[scotthanna]

I think the answer is to never rely on any employee from any company to know more about your phone than you do. Phones change constantly. No employee will ever be an expert on every phone.

We all should know what our phone can do and what it can't. There is way too much information available on the web not to. Especially when it comes to something as important as backing up contacts. For the less tech savy people in my family, I make sure backup assistant is on their phones.

I have my contacts backed up on google, backup assistant, and lookout.

Would we say it's poor customer service if microsoft walked up through reformating a HD but wasn't able to save any data?

 

[jreed2560]

most Verizon reps I've spoken with about phones (mind you, I always do my own product research) really don't know much other than basic selling points. many either aren't given word of common issues phones are having, or they negligently ignore those issues just so they can make a sale/keep you from returning the phone and instead accept replacement so they don't have to reinstate your upgrade status (end-of, or near-end-of, contract).

it once took numerous calls to reverse over $70+ added charges to a bill because a ******ed Verizon rep was looking into something on my account, wasn't authorized to make any changes, but he somehow changed my account and removed my text messaging plan. it wasn't surprising that Verizon "couldn't" put back on the outdated texting plan I once had, forcing me to use one of their more current, expensive plans.. I was extremely hesitant this time around when upgrading to a X just because I didn't want them to screw yet another irreversible thing on my account when adding data and activating my phone.

Sometimes accidents happen, doesn't mean that person is ******ed. And just because something bad happens doesn't mean that anybody who works for Verizon has a magic wand to fix it. And that certainly doesn't mean anyone should be hesitant to resign another contract. Verizon doesn't train their employees to be shady. Everything you are trained to do form a customer service standpoint is to do whatever POSSIBLE to make the customer happy and get the issue resolved on the FIRST call, trip to the store, whatever.