Support on the store level is atrocious

glitchedpixel
Sr. Member

This is less of a question and more an insight. The excuse of "it's sales" can only go so far when it comes to stores. With centers closing down, calling customer service can sometimes have a wait in excess of an hour. For simple stuff, you'd think a nearby store would be a good solution -- it's not. 

You can use all the fancy labels you want, a "solutions specialist" is neither. It's not much of a solution to dump a customers issues on everyone else. Imagine going to a store to get help with a phone activation, waiting 20 minutes and then be told to wait in a call queue for nearly an hour to speak to an agent.

So long as Verizon pushes the idea of stores are for sales only, people will continue perceiving customer service as poor. For a company that's trying to repair their brand and being "customer obsessed", stores are the anchors undoing any progress. Ask customers here who tried to get help at a store with similar results.

If I didn't have a discounted plan, I'd switch from reading off the poor attitudes from Verizon store reps on the Verizon subreddit.

Re: Support on the store level is atrocious

bearone21
Leader

stores have never been interested in anything but sales & waiting an hour??

i'm usually connected within 5min on 800-922-0204.

go for it, make the change & you'll end up with poor service + poor service in the retail store.

0 Likes

Re: Support on the store level is atrocious

GeneGJ77
Member

you got that right every time I need to call customer service I am sitting on hold for almost over an hour weekdays they close at 9 pm and I was on hold past their closing time I have already reported their customer service LONG LONG hold times to the FCC to see if they can push them to start improving the VERY LONG HOLD TIMES if the long hold times continue I will have no choice but to leave VZW for good and go somewhere else with better customer service there cellular coverage is wonderful but customer service not so good if these long hold time continue once again im saying im going to be leaving VZW and going to another carrier with better customer service 

0 Likes

Re: Support on the store level is atrocious

glitchedpixel
Sr. Member

All Verizon needs to do is add a customer service desk at each of their stores to help people who walk in and open more centers.

It's not like Verizon is strapped for cash. Hard to consider the company "customer obsessed" when they don't do the obvious to improve customer experience. 

0 Likes

Re: Support on the store level is atrocious

Community Manager
Community Manager

Oh no, glitchedpixel! This is definitely not the experience we want you to have. I would be just as distressed with this whole situation. Our intention is to help you in the best way possible and provide the world-class customer service you deserve whether it's over chat, customer care, or at our store location. Please remember you can also submit your feedback directly to us, using the following link:

 

RachelM_VZW

0 Likes

Re: Support on the store level is atrocious

Community Manager
Community Manager

The last thing we would want is for you to leave the Verizon Wireless family, GeneGJ77. We completely understand that your time is valuable. I will definitely lift up your feedback to the appropriate party. I assure you that we are working as hard as possible to assist each and every customer. We have many avenues for support. Please see this link on all the ways we are here to assist: http://spr.ly/66051EY17 . I hope this information is beneficial.

 

MarshallP_VZW

0 Likes