Complaint Review: Verizon Wireless - Atlanta Georgia

Steve you are over analyzing and a little paranoid. 1)CSR's do not get paid commission. If they did they would be in SALES. They do get a yearly bonus based on performance that includes the amount of money they DON'T give out in dollar amount credits(they can give you all the free minutes they want) which is offset by quality monitored call scores. If they are caught giving wrong information or withholding info, it will cost them in their bonus. 2) Every time you call in, notes are made on your account and if you keep calling asking the same question,they think you are a nut trying to catch them in a lie and they will make sure to repeat EXACTLY what the previous CSR said to you. If you call more then twice in 24 hours,a flag appears on your account and the CSR has to stay on the phone with you until you have NO MORE QUESTIONS and YOUR ISSUE IS FIXED. The Verizon CSR wants to solve your issue and be truthful SO YOU WON'T CALL BACK! Dont you get it? 3) Training is an issue. The poor CSR on the phone gets the same treatment that you do. They can ask 3 different supervisors the same question and get three different answers. They are given about 340 seconds per call to help you before a supervisor gives them a heads up or a dirty look meaning wrap the call up now. It's a call center and time is how they measure performance. So when you talk to them,remember this and cut them some slack. 4)Verizon is a big money making machine and I hate them, but your stategy to fight them is a waste of time and effort. Just cancel,pay the bill and move on.

Steve you are over analyzing and a little paranoid. 1)CSR's do not get paid commission. If they did they would be in SALES. They do get a yearly bonus based on performance that includes the amount of money they DON'T give out in dollar amount credits(they can give you all the free minutes they want) which is offset by quality monitored call scores. If they are caught giving wrong information or withholding info, it will cost them in their bonus. 2) Every time you call in, notes are made on your account and if you keep calling asking the same question,they think you are a nut trying to catch them in a lie and they will make sure to repeat EXACTLY what the previous CSR said to you. If you call more then twice in 24 hours,a flag appears on your account and the CSR has to stay on the phone with you until you have NO MORE QUESTIONS and YOUR ISSUE IS FIXED. The Verizon CSR wants to solve your issue and be truthful SO YOU WON'T CALL BACK! Dont you get it? 3) Training is an issue. The poor CSR on the phone gets the same treatment that you do. They can ask 3 different supervisors the same question and get three different answers. They are given about 340 seconds per call to help you before a supervisor gives them a heads up or a dirty look meaning wrap the call up now. It's a call center and time is how they measure performance. So when you talk to them,remember this and cut them some slack. 4)Verizon is a big money making machine and I hate them, but your stategy to fight them is a waste of time and effort. Just cancel,pay the bill and move on.

I have recieved several of these bills of several hundered dollars, based on bad advice from Verizon. I believe some of their Reps do this on purpose. They probably work on commission. Whenever making a change or trying to find information from Verizon, call three Verizon people and ask the same questions. If all three give you the same answer then it's probably the truth, if not expect a very large bill. Three suggested questions to ask every time; 1) Will making this change in any way affect my contract expiration date? 2) What other charges might I see on my bill that I currently do not encur? 3) Can you please send me a written confirmation of the changes that you are making to my account and what I can expect? This will help, but one can't guarantee 100% with Verizon as they are the King of deception, and will try to steal from customers (read that "victims") at every opportunity, but doing this every time you talk to them will save you money in the long run. Sometimes you don't have better choices available in your area, so take precautions if you must use Verizon.

Well,Wiliam lets see... you called to ask about coverage and they told you that you would have it where you traveled in MD. But since they didn't tell you about roaming,they are to blame for your high bill. You do know there is a difference between long distance and roaming,don't you? I guess not! You are another classic example of someone blaming the company for your own mistakes. Hey Will,here is some advice: READ THE d**n CONTRACT!!. When you call a CSR they have a few minutes to spare for you and then they take the next fool on the line. They are supposed to answer the question you asked,ask if you have anymore questions,and then move on. Otherwise,if they had to go over your plan, contract, billing,long distance,roaming,text messaging and whatever else your phone could do,each call would be an hour. Why would they "withhold information"... so they could hear you b***h and moan later when you call back in? Besides, everybody knows about roaming out of your home area(except you I guess). And what does the FTC have to do with anything? They dont't handle billing issues,just communication or tower issues. So now I guess you want to sue them. What a LOSER! Next time just use a pre-paid phone or phone card and stop wasting everybodies time.