Is this customer service when you call the phone company to report a problem?

[TVFactFan]

you tell the agent the problem and they said

"Ok well let me put in the report and have someone call you back before 5pm"







WHAT KIND OF CUSTOMER SERVICE IS THAT WHEN YOU HAVE A PROBLEM?

[Ireneparalegal]

I worked for the phone company before it was known as Verizon. The person or department you call is just the "office" for the repair department. They need to clarify that there is indeed a problem. Some people would call that department when they thought they had a repair issue. Sometimes it was because they had their phone turned off due to non-payment; or they had their long distance temporarily terminated due to a high phone bill that was not being paid. This person can only send a report to the proper party. This way that department that receives the report will in fact know that the issue is a repair issue and not a billing issue. It is like walking into your company Solomon and rather than have people walk right into a department, you may have to deal with a receptionist or secretary first.

As for the time, that is only a window time given (albeit it seems like a long wait) but normally someone will call you as soon as possible.

Hey, is there a problem with your phone? I remember your thread abt troubleshooting.

[TVFactFan]

Originally Posted by Ireneparalegal

I worked for the phone company before it was known as Verizon. The person or department you call is just the "office" for the repair department. They need to clarify that there is indeed a problem. Some people would call that department when they thought they had a repair issue. Sometimes it was because they had their phone turned off due to non-payment; or they had their long distance temporarily terminated due to a high phone bill that was not being paid. This person can only send a report to the proper party. This way that department that receives the report will in fact know that the issue is a repair issue and not a billing issue. It is like walking into your company Solomon and rather than have people walk right into a department, you may have to deal with a receptionist or secretary first.

As for the time, that is only a window time given (albeit it seems like a long wait) but normally someone will call you as soon as possible.

Hey, is there a problem with your phone? I remember your thread abt troubleshooting.

The company is verizon and It's not a such thing as having a conversation about what I'm going through? That I will put the report in sh*t just sounds like a $5.00 an hour job. No kind of problem solving or anything involved. A 11th grader can do that job for the summer, since he/she will just forward reports all day and not really find out what the problem is.

[Ireneparalegal]

Originally Posted by TheAnalyzer

The company is verizon and It's not a such thing as having a conversation about what I'm going through? That I will put the report in sh*t just sounds like a $5.00 an hour job. No kind of problem solving or anything involved. A 11th grader can do that job for the summer, since he/she will just forward reports all day and not really find out what the problem is.

The person who answers the phone is not a repair tech. What do you want them to do since they are on the phone? They can't reach out to your phone and fiddle with it. A repair tech can diagnose a problem at times over the phone and they can determine if someone needs to go out to your home or if it can be fixed without having to send someone out there.

Do you pay a monthly fee with your phone bill in the event someone has to go out to your home to fix a problem? Some people don't pay that and they will be stuck having to pay X amount of dollars for repair service.

[TVFactFan]

Originally Posted by Ireneparalegal

The person who answers the phone is not a repair tech. What do you want them to do since they are on the phone? They can't reach out to your phone and fiddle with it. A repair tech can diagnose a problem at times over the phone and they can determine if someone needs to go out to your home or if it can be fixed without having to send someone out there.

Do you pay a monthly fee with your phone bill in the event someone has to go out to your home to fix a problem? Some people don't pay that and they will be stuck having to pay X amount of dollars for repair service.

I never thought someone would have to come out for a caller id issue. And maybe it's the 5pm thing that's pissing me off, i wish they can sound like they actaully want to help you. To me saying-"i will have someone call you is a polite brush off and it's very annoying. Atleast with cable the customer service people actaull have a conversation with you

[Ireneparalegal]

Originally Posted by TheAnalyzer

I never thought someone would have to come out for a caller id issue. And maybe it's the 5pm thing that's pissing me off, i wish they can sound like they actaully want to help you. To me saying-"i will have someone call you is a polite brush off and it's very annoying. Atleast with cable the customer service people actaull have a conversation with you

Let me give you some info Solomon. Those people gets LOTS AND LOTS OF REPAIR CALLS A DAY. When I worked for the company, I was a billing rep. We were told to keep "chat" to a minimum and get to the issue. We were being timed on our computer as to how many calls we received in a day and how much time was spent on that call. If we didn't go through a certain amount of calls per hour/per day, we were told abt it by our supervisor. It is not that they don't want to be chatting with you Solomon, but there are thousands of calls that come through their offices daily and they need to process the reports ASAP and get it to the proper dept/person.

[TVFactFan]

Originally Posted by Ireneparalegal

Let me give you some info Solomon. Those people gets LOTS AND LOTS OF REPAIR CALLS A DAY. When I worked for the company, I was a billing rep. We were told to keep "chat" to a minimum and get to the issue. We were being timed on our computer as to how many calls we received in a day and how much time was spent on that call. If we didn't go through a certain amount of calls per hour/per day, we were told abt it by our supervisor. It is not that they don't want to be chatting with you Solomon, but there are thousands of calls that come through their offices daily and they need to process the reports ASAP and get it to the proper dept/person.

so basically to be a customer service rep for verizon you don't have to possess problem solving skills or analytical skills. Not to say you didn't have that but it's just a very irritating statement to hear when you can use your phone the way you want to. And who's to say they will actually be agressive in calling you back? That's what on my mind, the fact that they can just throw the sh*t to the side and my problem is not fixed. And then they asked can they call me back at work and i said-"WHY? How will I know if it's fix if i'm at my desk and not in front of my phone?

[Ireneparalegal]

Originally Posted by TheAnalyzer

so basically to be a customer service rep for verizon you don't have to possess problem solving skills or analytical skills. Not to say you didn't have that but it's just a very irritating statement to hear when you can use your phone the way you want to. And who's to say they will actually be agressive in calling you back? That's what on my mind, the fact that they can just throw the sh*t to the side and my problem is not fixed. And then they asked can they call me back at work and i said-"WHY? How will I know if it's fix if i'm at my desk and not in front of my phone?

Usually with a caller id issue/tech problem it can be something that can be fixed ON THEIR END. It may be a glitch of some sort. They may have to remove the service off your phone and reinstall it again. Kinda like when you have to uninstall software on your computer and reinstall it for it to work properly. I know it is frustrating because you aren't at work, but they can usually find out if there is a problem on their end and they almost can be certain that it is fixed, without you being at home. They may need you to be at home for certain reasons, but when I myself had a Caller ID issue, I wasn't home. But whatever they did, they fixed it. When I got home I had a voice mail message telling me that my Caller ID was fixed. I knew it was because I could see the Verizon company number on my Caller ID.

[TVFactFan]

Originally Posted by Ireneparalegal

Usually with a caller id issue/tech problem it can be something that can be fixed ON THEIR END. It may be a glitch of some sort. They may have to remove the service off your phone and reinstall it again. Kinda like when you have to uninstall software on your computer and reinstall it for it to work properly. I know it is frustrating because you aren't at work, but they can usually find out if there is a problem on their end and they almost can be certain that it is fixed, without you being at home. They may need you to be at home for certain reasons, but when I myself had a Caller ID issue, I wasn't home. But whatever they did, they fixed it. When I got home I had a voice mail message telling me that my Caller ID was fixed. I knew it was because I could see the Verizon company number on my Caller ID.

I think they should just have a voicemail for callers to leave a message about their problem. To me that's no different than someone saying-I will put the report in and have someone call you back.

[Ireneparalegal]

Originally Posted by TheAnalyzer

I think they should just have a voicemail for callers to leave a message about their problem. To me that's no different than someone saying-I will put the report in and have someone call you back.

And how will you be certain or at ease knowing whether someone will get that report? I don't know what more you want Solomon. I think this is what you want or expect:

*in a breathy type voice* "Hello, my name is Irene. How may I assist you?" (insert Solomon's comments here)- "Ok sir, I am so sorry you are having problems with your calling feature, that's a shame. I wish I could fix the problem for you immediately, unfortunately I am not able to assist you with that, however, I can send in a report to one of our repair technicians and see if they can fix the problem over the phone. If not, then they will need to actually go out to your home and see if the problem exists there. " (Solomon asks why I can't fix the problem myself) - "Sir, I am only able to assist you with taking a report, I am not a repair technician. I need to establish that in fact the issue is a repair problem and not a billing problem. I will send the report ASAP and make sure that someone returns a call to you between 12-3pm." (Solomon states he is at work and is not at home) - "I see. Well, the technician may not have to go out to your home. HE or SHE may be able to repair the problem and leave you a message that in fact the service is now working. They can at times be able to ascertain the problem has been fixed without you having to take time out of work to be at home waiting by the phone." (Solomon demanding his phone be fixed) - "I understand your frustration sir, I know that feeling, I too have had to have my own calling features fixed and I know how important it is for you to not miss work. I can only ask that if you are not going to be home, that someone will look into the problem and try to repair it ASAP." (Solomon grudgingly agreeing) - "I appreciate your patience sir and again, I am sorry for the trouble you are having. I will process this repair report and I do hope the problem is fixed immediately. Is there anything else I can assist you with today sir?" (Solomon says "no")- "I want to thank you again for your patience and understanding. My name is Irene. Would you like a reference number for this call?" (Solomon says yes) - "The reference number is #3333. Thank you for calling and have a great day sir."

[Mr. Cranky]

Solomon you're right, that's bull****. It's never happened to me like that. I'm glad I don't have Verizon.

[TVFactFan]

Originally Posted by Mr. Cranky

Solomon you're right, that's bull****. It's never happened to me like that. I'm glad I don't have Verizon.

they should change their job title to-"Report Forwarder"

[Ireneparalegal]

Is it just your caller id or is it all your calling features?

[TVFactFan]

Originally Posted by Ireneparalegal

Is it just your caller id or is it all your calling features?

It's kind of a weird caller id issue, The only time i see who is calling me is if I'm already on the phone and someone beeps in or if I'm on the internet. The only time I don;t see the number on the screen is when the phone is not in use. Instead of the number it just says INCOMING CALL

[Ireneparalegal]

Originally Posted by TheAnalyzer

It's kind of a weird caller id issue, The only time i see who is calling me is if I'm already on the phone and someone beeps in or if I'm on the internet. The only time I don;t see the number on the screen is when the phone is not in use. Instead of the number it just says INCOMING CALL

So your call waiting works and at times your called Id works. Do you have other call features that are NOT working?