Verizon Tech = Awesome

[Ricechex75]

Bought a Moto Droid on ebay for a test drive because I didn't want to get locked into a contract. Contracts on cell lines are a touchy subject with me, but that's not the reason I posted here. Not often that I feel the need to brag about someone, so this is different. Usually you only hear when people complain, but I thought people should hear about how a Verizon tech rose to the occasion.

The phone I purchased was a factory certified refurb and worked well, with one exception...when I placed a call the screen went dark and wouldn't wake up unless I opened the keyboard. Very annoying and I knew that couldn't possibly be right. After a factory reset the problem remained. I called Verizon tech support, expecting to get some kind of crap about "you didn't buy it from us, so we can't help you". I just wanted to be able to say I had covered all my bases before returning the phone and moving to AT&T for an iPhone. Much to my surprise the techie was very friendly and went straight to work. He said the phone probably has a bad proximity sensor.

A replacement phone is arriving on Monday/Tuesday even though I didn't buy the phone from Verizon. Thanks to his hard work and kind service, Verizon is keeping a customer. I don't want to hear another iPhone user squawking about how much better their customer service is for trouble issues. Never once did I threaten to switch carriers if I wasn't helped. In fact, the whole phone call probably only lasted a few minutes. The guy took care of business and in doing so, he took care of MY business.

I'm still test-driving the Droid to see if it's better/worse for my business applications than Blackberry, but Verizon probably just sold between 4-6 Droid phones by going the distance with me. Good job guys!

 

[3devious]

I can't really participate in the poll because I have never needed technical support. I hope it is as good as their customer service has been for me, but I don't know.

 

[vzwuser76]

Their tech support is pretty good, but some are not as informed as I would expect them to be. I called once about their network extender and the ones I talked to didn't really have much info on it (about the same as what was on the product page of the website). I understand it's not a big seller, but tech support should have full knowledge of the devices their company is selling and they are supporting.

 

[rausch713]

I have had very good luck with Verizon Customer service. After 9 years with them, I have dealt with them multiple times and have no complaints. I have tried on multiple occasions to get an early upgrade - they always say no, but it never hurts to ask.

 

[vzwuser76]

Customer service (not Tech Support) is another story for me. I tell them when I call in that my biggest gripe is that I can call in multiple times with the same question I end up getting different answers. When asking about how plans or upgrades work, there shouldn't be any difference from one answer to the next. But since they're going to be scaling back their customer service and have people use MyVerizon to handle their issues themselves, that maybe a dead issue. And it had just started to get better lately!

 

[skunkpbguy]

Why would any of us call a tech when we have this forum?

 

[Trident]

Why would any of us call a tech when we have this forum?

For equipment swaps if all else fails.

 

[Trident]

Best in the business!

 

[Tomoko]

I switched phones as my Granddad found the one he lost and said I could have it as he had already bought another one. Took about 10 mins on the phone to handle. The first series of things we did didn't work and we tried something else and BAM, new phone, same number. Couldn't have been happier. Plus while we were on the phone the CSR suggested that I decrease my texts as I wasn't near 500. Turned out to be the best 5$ I ever saved.

 

[AFAngryWarrior]

As an employee going on 10yrs and a tech, I can understand the frustration customers have. With my tenure comes knowledge, and you dont know how many times I've heard someone ask "Why is it I had to call in 5 times before I finally got someone who knew what they were talking about, do you get someone new on the first call and each call after you get someone with a little more seniority". My only answer is that we all receive the same training, but some take it more seriously than others. If a customer calls in for assistance transfering their contacts from Backup Assistant (Regular Phone) to a Droid/Palm/WM device some techs will say we dont support it because it requires 3rd party software and try to get you to palm/etc... Some will say we dont support it but try REALLY hard to figure out how to solve your problem, and the few that have been there a while will just solve your issue because they know. I know me personally, I read all the forums, articles, keep up with current tech. Some Tech's just read the Tier 2 troubleshooting guide (Step 1, 2, 3, 4) and thats it. If those steps didnt solve your issue you get transfered. According to Verizon theres nothing wrong with that, they did their job by following the guide. Me I like to be good at my job even when its not required because I enjoy the phones, tech and figuring out the problems. So thats the difference, people who collect a check vs those who enjoy their jobs.

 

[Trident]

As an employee going on 10yrs and a tech, I can understand the frustration customers have. With my tenure comes knowledge, and you dont know how many times I've heard someone ask "Why is it I had to call in 5 times before I finally got someone who knew what they were talking about, do you get someone new on the first call and each call after you get someone with a little more seniority". My only answer is that we all receive the same training, but some take it more seriously than others. If a customer calls in for assistance transfering their contacts from Backup Assistant (Regular Phone) to a Droid/Palm/WM device some techs will say we dont support it because it requires 3rd party software and try to get you to palm/etc... Some will say we dont support it but try REALLY hard to figure out how to solve your problem, and the few that have been there a while will just solve your issue because they know. I know me personally, I read all the forums, articles, keep up with current tech. Some Tech's just read the Tier 2 troubleshooting guide (Step 1, 2, 3, 4) and thats it. If those steps didnt solve your issue you get transfered. According to Verizon theres nothing wrong with that, they did their job by following the guide. Me I like to be good at my job even when its not required because I enjoy the phones, tech and figuring out the problems. So thats the difference, people who collect a check vs those who enjoy their jobs.

How can we reach you directly? haha

Sent from my Droid using Tapatalk

 

[3devious]

Are you evaluated on how long it took you to resolve a customer's issue or just the number of calls you've handled?

 

[CaseyKees]

As an employee going on 10yrs and a tech, I can understand the frustration customers have. With my tenure comes knowledge, and you dont know how many times I've heard someone ask "Why is it I had to call in 5 times before I finally got someone who knew what they were talking about, do you get someone new on the first call and each call after you get someone with a little more seniority". My only answer is that we all receive the same training, but some take it more seriously than others. If a customer calls in for assistance transfering their contacts from Backup Assistant (Regular Phone) to a Droid/Palm/WM device some techs will say we dont support it because it requires 3rd party software and try to get you to palm/etc... Some will say we dont support it but try REALLY hard to figure out how to solve your problem, and the few that have been there a while will just solve your issue because they know. I know me personally, I read all the forums, articles, keep up with current tech. Some Tech's just read the Tier 2 troubleshooting guide (Step 1, 2, 3, 4) and thats it. If those steps didnt solve your issue you get transfered. According to Verizon theres nothing wrong with that, they did their job by following the guide. Me I like to be good at my job even when its not required because I enjoy the phones, tech and figuring out the problems. So thats the difference, people who collect a check vs those who enjoy their jobs.

I too reside in Rochester, NY, so if I have a problem with my Incredible...will ya come over and fix it???

 

[rezeew]

Never had a complaint, either on the phone or in person. They always have the answers to my questions, and they always fix/replace my phones whenever there's a problem with them.

 

[g1701gst]

I have never called tech support. I am extremely tech savvy and if I cant figure it out, I doubt some tech with be able to. I also wouldn't expect a tech to know everything about every phone. VZW customer service i can say is great. I always get any problems I have resolved quickly and on the first call. VZW fo life!

 

[jreed2560]

Are you evaluated on how long it took you to resolve a customer's issue or just the number of calls you've handled?

Not sure about tech support, by my wife works for the LNP department of a verizon call center, and they do get evaluated on talk time. Its not the main component of the process though. Account security and first call resolution are the biggest things they look at.

 

[sooper_droid12]

I always eventually got good service. So, I have to give them 5 stars. It's just being able to know when the person you're talking to has no idea and get a transfer quickly. Otherwise, you'll be on the line with someone who knows nothing.

 

[ggp]

If a customer calls in for assistance transfering their contacts from Backup Assistant (Regular Phone) to a Droid/Palm/WM device some techs will say we dont support it because it requires 3rd party software and try to get you to palm/etc... Some will say we dont support it but try REALLY hard to figure out how to solve your problem, and the few that have been there a while will just solve your issue because they know.

You're a tech and are not aware Backup Assistant is supported for android/winmo/bb/palm? Time for you to visit www.vzw.com/backupassistant on the "How To Get" tab. That changed quite some time ago, and if there's tech's where you are that don't know about this, it's time for some coaching!

 

[AFAngryWarrior]

You're a tech and are not aware Backup Assistant is supported for android/winmo/bb/palm? Time for you to visit www.vzw.com/backupassistant on the "How To Get" tab. That changed quite some time ago, and if there's tech's where you are that don't know about this, it's time for some coaching!

ggp, PLEASE tell me how Backup Assistant works on a WinMo or Palm phone? For that matter tell me how it works on a Blackberry 8330 or a HTC Droid Eris? No?? How about a Blackberry 8130 or a Windows HTC XV6800? Its you my friend that needs to click on your webpage link and read the entire page. Its clowns like you that like to call in all cocky and pretend you know what you're talking about to best the tech when in reality you're only spouting off things you've just figured out yourself and are usually only 1/2 correct. Yes there is Backup Assistant, most people in these forums however have had PDA's for a VERY long time (unlike you who I'm guessing is all excited they finally got an advanced device to update their facebook status). Which means they most likely dont have Backup Assistant because only recently did it become available for the Blackberry with 5.0 OS at first, then it migrated over to the Incredible. For the other 90% of the Advanced devices it requires 3rd party means which is where I come in.

As for the other questions, (Sorry I'm late, been a busy few weeks). As for our evals we are judged primarily on the following categories. First Call Resolution (Did I fix your problem on your first call to me), Entire Rep Performance (How did you rate me on the survey if you took one), Net Promoter Score (Did I convince you to recommend Verizon to friends and family. Simple yes or no). The rest is based on statistics. How long are my average calls (Mine are 445 seconds, target is 650). How many calls do you take per shift (I average 55, target is 35). I've been with the company since before it was Bell Atlantic Mobile so it comes with time.

Yes you can contact me directly, just PM me

CaseyKees if you ever need help just let me know.

 

[kibble]

I've never had problems speaking with anyone at VZW, the thing is, you gotta know how to talk to people!

If you immediately go on sounding all frustrated and irate, very few people will want to deal with you no matter where or who you call!

I even got a $400 dollar bill reduced once to my regular expected bill because there was a little misunderstanding when I had previously spoken to a rep. I didn't make a big fuss or raise my voice to the tech on the phone. I explained my situation and what I was expecting and in no way did I ever make it sound like I was blaming them for the high bill. They immediately fixed the issue and credited me the amount over with NO hesitation. I didn't even think it was gonna happen but I was extremely grateful to the person on the phone.

So, a lot of the time it just comes down to how you treat others.

 

[ggp]

ggp, PLEASE tell me how Backup Assistant works on a WinMo or Palm phone? For that matter tell me how it works on a Blackberry 8330 or a HTC Droid Eris? No?? How about a Blackberry 8130 or a Windows HTC XV6800?

Again, just visit that website and you'll see how the .csv file can be downloaded and imported to outlook or gmail. The application may not go on the phone itself, but there are step by step directions as to how to get the contacts moved over. If a customer doesn't have Outlook, then in Blackberries and Windows Mobile, Google Sync works great. Google sync also works great for folks going from a previous Winmo, BB or iPhone to another.

Its clowns like you that like to call in all cocky and pretend you know what you're talking about to best the tech when in reality you're only spouting off things you've just figured out yourself and are usually only 1/2 correct.

I hope your attitude doesn't come through on the phone, I'm sure it would affect your NPS score. People can tell when you believe you're talking to another "clown."

...most people in these forums however have had PDA's for a VERY long time (unlike you who I'm guessing is all excited they finally got an advanced device to update their facebook status).

And who wouldn't be excited? (for the record, I used a Palm Pilot before anyone thought about sticking a phone in it.)

 

[Howie]

You're a tech and are not aware Backup Assistant is supported for android/winmo/bb/palm? Time for you to visit www.vzw.com/backupassistant on the "How To Get" tab...!

I didn't see those options to download it on my Pre Plus.. but then again didn't really dig around for it either.

Again, just visit that website and you'll see how the .csv file can be downloaded and imported to outlook or gmail. The application may not go on the phone itself, but there are step by step directions as to how to get the contacts moved over. If a customer doesn't have Outlook, then in Blackberries and Windows Mobile, Google Sync works great. Google sync also works great for folks going from a previous Winmo, BB or iPhone to another...

Those instructions aren't the best, wow... disappointed they didn't even put real screenshots from those devices.

 

[ggp]

I didn't see those options to download it on my Pre Plus.. but then again didn't really dig around for it either.

Those instructions aren't the best, wow... disappointed they didn't even put real screenshots from those devices.

For the Pre, they're just recommending to import your contact.csv file into gmail, then when you put your gmail account on the Pre your contacts will come through.

The screenshots are from a regular non-smart phone device that you can use Backup Assistant on. The application itself is not yet available for many Smartphones, so screen shots are not applicable on the phones themselves, since the import is done through gmail or syncing with outlook.

 

[AFAngryWarrior]

Again, just visit that website and you'll see how the .csv file can be downloaded and imported to outlook or gmail. The application may not go on the phone itself, but there are step by step directions as to how to get the contacts moved over. If a customer doesn't have Outlook, then in Blackberries and Windows Mobile, Google Sync works great. Google sync also works great for folks going from a previous Winmo, BB or iPhone to another.



I hope your attitude doesn't come through on the phone, I'm sure it would affect your NPS score. People can tell when you believe you're talking to another "clown."



And who wouldn't be excited? (for the record, I used a Palm Pilot before anyone thought about sticking a phone in it.)

A) I have a 600% ERP, my customers love me because I know the facts, I dont BS or waste their time and I Fix their issue the first time.

B) Your changing your story, first you said Backup Assistant was available for all the devices, now that you know you're wrong the story changes to "take the .csv file and download it then upload to Outlook or Gmail" DUH... Thats what I said, which is what we dont support which was my very point. Then you came out and said Backup Assistant does it all for you. Which as you know now it doesn't. If you've had the PDA with Verizon for sooo long why do you have a Backup Assistant account if they just became available to PDA's? Wouldnt you already have a .csv or .ipd file with your contacts waiting instead of Backup Assistant? And if you're so versed with advanced devices why is it you were incorrect? Just asking.. My attitude only comes out when people try to prove others wrong only to be wrong themselves, a pet peeve of mine.

 

[ggp]

Your intellect has overwhelmed me. I'm sorry, I don't know how to respond as you have with words as eloquent as "duh."