Good VZW CS experience
Since we see a lot of negative stuff in here, figured I'd post some positive.
I called regarding my most recent bill, I thought it was supposed to have my updated rate plan on it (upgraded 7/11), but it's not supposed to start until 9/4.
While on the phone, I asked her about the equipment coverage since I thought that, at the very least, would be effective immediately. She was a little confused about why it wasn't and was about ready to have me fax in my slip from the upgrade proving I had requested it. She decided to look one more place, found that I HAD requested it, made it active retro-active to when I upgraded. This will now charge me almost 3x the monthly fee on my next bill since the first 2 cycles missed it. She then info...
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I called regarding my most recent bill, I thought it was supposed to have my updated rate plan on it (upgraded 7/11), but it's not supposed to start until 9/4.
While on the phone, I asked her about the equipment coverage since I thought that, at the very least, would be effective immediately. She was a little confused about why it wasn't and was about ready to have me fax in my slip from the upgrade proving I had requested it. She decided to look one more place, found that I HAD requested it, made it active retro-active to when I upgraded. This will now charge me almost 3x the monthly fee on my next bill since the first 2 cycles missed it. She then info...
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Nice to hear. I always send compliments to my VZW account manager for good experiences with customer care. I worked for a call center right out of college. It amazed me that our yearly raises were based up two major categories...talk time and wrap up time. In other words, I could handle every customer correctly, cause ZERO call backs (and by now the customer is irate because of having to call in again) and have a 3:05 talk time average and 15 second wrap up time average (time taken after customer hangs up to finish notating the account), but my raise would be LESS then someone that had a talk time average of 2:59 and a wrap time of 14 seconds but gave bad information out on every other call. In fact quality assurance only counted 10 % t...
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well, that explains it, most of the time I get reps that take the time to talk things out with me and fix the problem, but, a couple of times I got someone that was acting like they were at a race track, I mean, they would repeat what I wanted, and then they said ok, I will get that taken care for you, anything else you need, of course I said not, and then came the fast thank you for using verizon wireless, have a great day. Reading this post makes sense out of that, they are going for the pay raise.
And for the record, that one guy, I had to call back in the following month, everything he said and said he would do did not happen.
So, to you reps that take the time to actually help the customer, here it is, a big
THANK YOU!!!!!! ...
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And for the record, that one guy, I had to call back in the following month, everything he said and said he would do did not happen.
So, to you reps that take the time to actually help the customer, here it is, a big
THANK YOU!!!!!! ...
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Is that why the reps keep you on the phone while notating the account, so they won't have a rap up time?
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