Friday, September 28, 2012

A Verizon Service Representative will be with you shortly. Thank you.

A Verizon Service Representative will be with you shortly. Thank you.

Agent Leo has joined. (15:15:37)

Leo : Chat ID for this session is 12201121779. (15:15:37)

Leo(15:15:37)Welcome to Verizon Online Sales Support! Thank you for choosing Verizon. What services may I help you learn more about today?

Leo(15:16:17)Hello, how may I assist you today?

You(15:16:17): xxxxx - can I get FiOS at my new home (I'm a current customer nearby)

Leo(15:17:22)Thank you for sharing the address information. Please allow me few moments to check and revert back to you.

Leo(15:19:42)Could you please share if your address has a Street address?

You(15:20:16): xxxxx is the address - single family home

Leo(15:21:07)Thank you for clarifying. I will try and get back to you in few moments. Thank you for your valued time.

Leo(15:21:32)I have concluded my research and let me share the details with you.

Leo(15:23:27)It seems our online address tool is unable to identify your home location, I would recommend you to call our Local Verizon Business office and request them to update your address on the online database. Once its done, you may come back online and order with us to avail the great online promotions.

Leo(15:23:42)You may please call The Local Verizon Business Office at 1-800 VERIZON (1-800-837-4966) between 8:00 AM and 6:00 PM EST from Monday to Friday.

You(15:23:59): the 800 number won't pick up, it keeps hanging up on me.

You(15:24:03): typical

Leo(15:24:49)I certainly understand, in that let me share one more number which is for our Technical Support team.

Leo(15:25:19)Technical support :1-800-VERIZON (1-800-837-4966)
We are here to address your technical needs 24 hours a day 7 days a week for your convenience.

You(15:25:25): I don't need tech support. I need a ^%%^#$% sales person to pick up the phone.

You(15:26:01): Have somebody call me. Now. xxx xxx xxxx. THIS is how business works.

Leo(15:28:41)I certainly understand your concern and thank you for sharing your phone number. However, being a Online Sales department, we do not have privileges to arrange a call for you. I would request you to kindly call any of our number provided to you. I am sure, you would get complete assistance from them.

Leo(15:29:31)However, if you have questions related to order or details of services we offer, you can come back online anytime to chat with us, we are here 24x7.

You(15:30:27): They won't pick up. You guys are incompetent fools. I hope someone is reading this.

Leo(15:33:42)I apologize for the inconvenience caused to you. However to bring a lasting solution for availability of service at your home, we request you to call the numbers of Local Verizon Business office or Technical Support Team.

You(15:34:23): Can you read?

You(15:34:28): They won't pick up.

You(15:34:40): May I speak to your supervisor, please?

Leo(15:34:55)One moment please.

You(15:35:12): I want to give you large sums of money each month and you won't even give me the time of day?

You(15:35:27): Do you even understand what I am writing?

Leo(15:36:37)Please allow me a moment while I transfer your chat to my supervisor.

Agent Sandrino has joined. (15:37:48)

Sandrino(15:37:48)Hello! This is the Floor Manager. Please give me few moments while I review the conversation.

You(15:39:53): I'm frustrated because all I want is a straight answer as to whether I will be able to have FiOS at my new home, 1/2 mile from my current home. I can wait here until I get an answer. I can not get an answer from an 800 number that will not pick up.

Sandrino(15:40:38)Please give me few moments while I try check the availability for your new address from my end. I appreciate your patience.

You(15:41:12): I am asking for nothing but the confirmation that I will be able to give a lot of money to Verizon - do you understand this?

Sandrino(15:42:18)I do understand this, however being in online chat department we would not be able to place the order on behalf of customers, please give me few moments.


You(15:44:01): You're not reading this, are you?

You(15:44:26): You don't really get the concept that I'm the customer and that I pay your salary.

Sandrino(15:44:51)I am reading what you just mentioned and I am checking whether you would be able to get FiOS services for new location or not.

You(15:47:00): Time Warner just picked up on the second ring!

Sandrino(15:47:15)The address you have mentioned doesn't match with the online database, you would need to contact our local Verizon office tomorrow to update the address. If you would call our local Verizon office during business hours you would be able to speak to our representatives who would update the address.

You(15:47:25): DirecTV, ATT, next...

You(15:47:41): THE 800 NUMBER WILL NOT PICK UP!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!1

Leo has left the conversation. (15:47:46)

You(15:47:59): How can someone call a number that won't be answered...

Sandrino(15:48:14)If you would call them during the business hours and follow the right prompts you would be able to reach our customer service representative.

Sandrino(15:48:54)If you do not wanto call that number, I would request you to come online tomorrow during the business hours and we would transfer the chat to our account specialist who can assist you further.

You(15:49:23): THEY WON'T ANSWER!!!! HOW CAN I FOLLOW PROMPTS???????? If 3:48 isn't business hours, I wonder what is. This might explain something.

You(15:50:07): you're not even reading this, are you?

You(15:50:40): call 800 837 4966 yourself. See if they answer.

Sandrino(15:51:55)In this case I would request you to come online tomorrow and we would transfer the chat to our account specialist who would be able to assist you further. When I tried entering your address it says website could not find the address you have entered.

Sandrino(15:54:56)Could you please confirm if we are still connected?

You(15:55:21): I'm connected. I'm not quite sure you have been. What the heck is VZ's problem?

You(15:55:47): I'm talking with a TW rep, getting a very good quote for their service.

You(15:55:58): Why won't your reps pick up their phone?

Sandrino(15:56:23)Verizon would not wish to lose a valued and potential customer like you, I would request you to try tomorrow once again.

Sandrino(15:56:39)Verizon provides best deals online and I am sure you would get even better deal with Verizon.

You(15:56:46): Why's still business hours for the rest of us.....................

You(15:57:03): Please answer my question.........................................................................................................................................................


Sandrino(15:57:23)1-800 VERIZON (1-800-837-4966) between 8:00 AM and 6:00 PM EST from Monday to Friday.

Sandrino(15:57:53)The timings are in EST.

You(15:58:08): 6pm est? No reasonable PST hours?? This is supposed to be good customer service how?

You(15:58:35): This is supposed to inspire confidence in VZ?

Sandrino(15:59:15)I apologize, however we have our representatives available only during these hours.

Sandrino(16:02:10)Please do not hesitate to ask if you have any more questions for me.

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