Hold times for Customer Service

Member

     I have called THREE times trying to get a hold of someone to transfer my a line to my new account. The first time i was on hold for over 30 minutes, the second over 20 minutes, and the third was over 30 minutes again. So because of the lack of answering your customer service lines I have wasted almost an hour and a half of my day waiting to talk to a human. This is (removed) and I am seriously considering going to another company for my service when my contracts are up!

>>Edited to comply with the <<


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Re: Hold times for Customer Service

Member

I have hold times of over an hour and more. Consider yourself lucky. Considering another wireless company is a viable solution...do some research on customer satisfaction and see how Verizon compares to other companies.

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Re: Hold times for Customer Service

Member

I just came from Sprint. Sprint had what I thought was good customer service, but didn't have great phone service. Initial impressions with Verizon seem to be the opposite - good phone service, but customer service could be better.

In all fairness though, going into a Verizon store (or probably any cell phone store) on weekend afternoon (or calling for support) is probably not the best time to try to get assistance.

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Re: Hold times for Customer Service

Member

I agree - was on hold yesterday for over 30 minutes before I hung up, figuring it was Sunday so they staff low.  Now it's Monday mid-morning and I've been holding for 30 minutes again (and counting). Customer service is certainly waining these days and since I'm not in a contract I'm shopping around...hopefully for something much cheaper as well!

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Re: Hold times for Customer Service

Sr. Member

If anyone hates hold times it's me

With that said, you are not the only one on hold and the reps are busy with other customers.

The reps are not trained to get you off the phone ASAP but rather actually try and fix your issue (It's a 50/50 shot if they do but they try)

That means it is a 10 minute call per customer so eventually calls will get backed up.

Sunday they staff low, Monday is always the most backed up. Throughout the week the hold times will reduce unless you call on lunch hour or something.

This is usually the case with most communications companies, a friend of mine works for T-Mobile and that's how he said it is.

Good Luck Smiley Happy

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Re: Hold times for Customer Service

Member

i was on hold for 35 minutes not even 5 minutes ago and a person got on the line then hung up. im freaking pissed!!!!

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Re: Hold times for Customer Service

Member

I was transferred to HTC support chat line and have been waiting over 1.5 hours to chat with someone about my problem. The Verizon person was unable to assist me.

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Re: Hold times for Customer Service

Member

Holding for tech support for 48 min

forecond day, it is a joke.....should go to another provider, brand new pixel doesn't work properly and you can't get any support, terrible

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Re: Hold times for Customer Service

Community Manager
Community Manager

We're sorry to hear of your experience with trying to receive support. It has certainly been a busy week with the new Apple launch. We would never want to lose you as a valued customer and help is here. Were you able to get your concerns resolved or can we still be of assistance?

 

MelissaP_VZW

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