Have you ever asked yourself or your friend why Verizon customer service is so bad? Well, you are at the perfect place to find the answer to such a question.
Verizon is known for its high quality network and broad device selection. But it’s also known for bad customer service.
Verizon’s customer service is bad because it’s inefficient and disjointed. Customers spend a lot of time trying to get through the automated prompts to even speak to a representative. Then, once they get through to a person, they often get transferred to someone else or told to call a different number. Customers also experience long hold times.
We are looking at the seven biggest reasons why Verizon’s customer service is so bad. Read on to find out what we discovered.
Mounting Complaints About Verizon’s Customer Service
Over recent years, complaints have mounted about the terrible customer service with Verizon.
Customers complain about their accounts and incorrect billing, as well as how the service representatives treat them on the phone when they call.
We found several reasons for the poor customer service while researching Verizon. We’ve narrowed it down to the top seven reasons people say Verizon customer service is so bad.
1. It Takes Too Long to Make It Through to a Verizon Representative
We all know the drill. You call a company’s customer service phone number and are greeted with a detached voice that tells you to listen to the whole menu before making your selection.
Then, you get to sit and listen to eight different menu items, which only take you to another menu. Each menu leads to another until you finally make it to a live person.
These menus are meant to filter customers through to the right department. Generally, you end up in the wrong place anyway, so you spent all that time making careful selections for nothing.
2. You Land At the Wrong Department
So, after you’ve gone through the prompts to speak with someone, you may find there’s quite a disconnect between the various departments within the Verizon customer service division.
Many customers complain that they get told to call a different department and provided a different number to start over with.
Other complaints are they get transferred back and forth between departments. Still, others say they’ve been put back into a hold queue that eventually goes nowhere.
3. Excruciatingly Long Hold Times
Hold times for Verizon customer service are sometimes hours long. While there’s not much the actual customer service representatives can do about this, the company needs to address it.
Hold times are long because of things like staff shortages, improperly trained employees, and high call volume.
Verizon has rolled out other customer service contact options, but more people call than anything else.
4. Call Center Employees Are Rude
By the time you make it through to a Verizon representative, you will likely be quite frustrated. But, it doesn’t get any better from there.
Many complaints include statements about customer service agents who are rude. They aren’t friendly and make people feel like they do not want to help them with the issues they call in about.
5. Your Issue Does Not Get Fixed
When you call customer service, you usually have an issue you need help with. Customers complain that they call Verizon customer service for help and don’t get a solution.
When that happens, the cycle starts all over again because you must make another call.
6. Unsupported Promotion Claims
Some complaints include indications customers were promised various promotions, such as device eligibility, discounts, or free trials on services.
Then, when they attempt to activate the promotions or find them on their accounts, they aren’t able to because the agent was incorrect or negligent in their promise.
7. No Straight Answers
Many customers say they cannot get a straight answer to their questions. Is this because the Verizon customer service representative doesn’t want to give you the answers you seek? Our guess is no.
We think the real reason is the call center employees don’t know how to help you. They’re not trained properly to allow them to work through things and fix the issues you’re calling in about.
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How Can Verizon Fix Their Customer Service?
It will take some work, but it’s not impossible for Verizon to fix their bad customer service. It just needs some effort and all hands on deck.
The first thing is to hire more representatives and provide them with better training. This would help with hold times, customer solutions, and even agents’ attitudes.
Overworked customer service agents can easily slip into a bad mood. Giving them more help and better training will naturally alleviate some of that stress.
Verizon also needs to do away with some of the automatic prompts customers must wade through before reaching a representative.
The prompts are ineffective in getting people to the right department much of the time anyway. Less menu prompts equals less customer frustration.
Some simple changes within the Verizon customer service department could lead to a big turnaround in the company’s reputation.
Verizon needs to make customer service more of a priority so that it matches the quality of its network. This company leads the industry in other areas but is at the back of the pack for customer service.
Why Is Verizon So Expensive?
The bad reputation of its customer service department does nothing to lower the cost of choosing Verizon as your carrier.
Verizon leads the industry in the 5G market. They’ve put money into infrastructure expansion, including putting up more cell towers.
Verizon customers get better signals in many more places than other customers of other carriers.
The Bottom Line
Verizon’s customer service is bad because it takes too long to make it through to a representative.
Then, once you get there, you’re lucky to get your problem solved. You may even get the pleasure of speaking to a rude customer service agent.
With a few simple changes, Verizon could positively impact its customer service department in a way that would make its customers happier. Here’s hoping something is done to address the issues soon.