Verizon Customer Service is a Giant OF TIME

Internet FIOS - Complaint

Review by cafeskies on 2013-02-21

Rating:

PHILADELPHIA, PENNSYLVANIA -- While Verizon internet delivery itself is decent, it seems that Verizon customer service policy is built around the idea that customers buy into the culture of spending large amounts of time on the phone in order to have phone or internet service. I believe internet customer service should be quick -- no long spiels and people sounding like robots on the phone going through their required info until they finally ask you for money. Verizon is not paying me to sit through long periods on the phone, repeating information, just trying to get an inquiry answered.

What they are trained to do is repeat a whole bunch of unwanted information that you already know, like the amount of your last payment, date, etc., and to tell you 'what is due', even though you don't ask for it and have already told them that you already made a payment and were just asking why you got this phone call from Verizon and why your payment might not be showing. If you tell them you didn't ask for the information or already know, they continue like automatons. It's as if they are not trained to hear what you say but instead trained for a sort of bill-collecting. This not only wastes your time, it makes you mad.

First, I don't think I should be getting ANY phone calls from Verizon on my phone, which is used for a business. At the least it's an annoyance but it does feel a little harassing when you're busy. Worse, now I will have to change my number, find a way to block them (block it app?) or call them back and update with a 'new' incorrect number. Also, the information you give the first representative should automatically transfer to any representative you're transferred to, but it doesn't. Instead, it's your cost to sit there and repeat it every time you're transferred.