I just spent 1 1/2 hours on the phone trying to get tech support for my cable TV. The first agent disconnected me when I said there is no model number on the front of the box. The next 2 ,with whom I was only connected after a long wait, said they could help, spent several minutes taking the same information, had no records of previous calls or what I entered to reach them. After all that nonsense, I was told I had to be transferred and was disconnected while waiting. Next I asked for a supervisor in tech support and was disconnected while waiting. On the next call Sergio, B6090474, was very reluctant to give me his name and was then rude. He claimed he would stay on the line until I was connected with a tech support supervisor and surprise! I was again disconnected. On the next call, when I was way past fuming, I reached Amy in Texas, Z615950, who again had no record of previous calls. However, she was the first to help. While I was getting rid of promotion on my TV screen, the box rebooted twice for no reason. She said I need a new box but I would lose everything on DVR. Sice we have spent years collectin those movies from TCM, that is unacceptable. She is still sending a new box as it was only some time later until I could talk to my husband who agrees we will put up with a lot before losing those movies, She said she would call me Thursday, and I'm sure she will.
I also asked agents to stop saying "We apologize etc" or "I understand your frustration." It's clearly a required phrase that is meaningless. " thank you for being a loyal Verizon customer, thank you for calling Verizon, and have a great day" are equally obnoxious. These meaningless phrases are insulting with their vapid meaning.
My time is worth a lot, as is most psople's. We still have an expensive contract with Verizon but when it runs out we will find another provider. Customer service should be an asset, not a liability. I am also getting my first smart phone and will not use Verizon. I will warn my husband's manyi new employees that help is not available when problems arise, as they always do. Comcast is much more responsive.
Laurie{edited for privacy}
Laurel, MD