Prince A.

Wow. Verizon is for sure reading all this but not claiming this or responding to anyone. No worries

I moved from ATT to Verizon wireless 3 months ago. My experiences with leadership team ( Tier 2 customer service)

1. This department calls themselves as leadership but they are tier 2 customer service. For sure to ask for ‘Office of Management or CEO'. They will avoid it by lying but if you insist they will set up a call. Office of Managemnet may take 24-48 hours to respond, even if customer issue is 911.

2. Since joining Verizon I had six experiences with Verizon leadership ( Tier 2) and one with office of leadership /CEO.

3. I got a call from this office from a male named Carlos. Call details

A) Carlos heard me for 35-40 minutes and tried to show his calm. As I finished sharing my experiences with leadership ( Tier 2) stating with facts they are

1. Not true leadership and lack the skills and Need to be trained
2. They need not make promises if they can't follow through. Which means directly they lie on your face
3. They are disrespectful and talk over you. They don't listen at all. They just want to talk.
4. They have some level of fear from office of leadership, who is just like them.
5. They will never change with time. They still live in 19th century mindset. As you know most Verizon employees retire from the company so they have been around for 25-35 years.
6. There website, app and new credit card looks fine but their website is misleading. The marketing department is doing a poor job in publishing offers which are misleading, not transparent. In other words they are duping you and not letting you exercise their rights. As customer gets attracted to these offers with no specific disclaimers they learn they are trapped. FYI All offers are contingent on your spending limit on account. It's not mentioned anywhere. For example their latest offer of free iphone purple mini 64 GB will be offered it you add or port a line.

When asked from leadership why did your telesales, customer service and porting Dept not share this critical information. The leadership responds this is our internal policy. If you ask to show you a copy they will deny.

What does that mean. Millions of telephone subscribers are shopping around for new carrier and offers.

They are mislead by Verizon leadership ( Tier 2) and office of leadership, who don't want to take responsibility of what is going on. They state ‘customer should know it' Wow. Right?

Carlos as I finished talking said thank you for VENTING. I told him I was not venting but stating facts / incidents / name of leadership ( Tier 2 customer service) with date stamped.

I was sincerely giving a constructive feedback. I asked Carlos to take his words back. He denied.

As the call progresses Carlos was speaking the same language which I have been hearing for 3 month ( similar personalty) of Tier 2 support. He continued to defend actions of his tier 2 leadership and marketing Dept. I told him to look at the offer later on his own. He said which offer? Then days immediately it states based on credit check? Fact is account is already opened and there is no credit check needed. Spending limit is decided already.

When I told Carlos i am adding your name in my list, suddenly he changed his demeanor and become soft spoken and polite.

What a change?

He asked what I wanted. He talked with such conviction as if he will fix Verizon mindset right away.

I simply stated they need to honor there offer. He declined and shared same answer like his tier 2 leadership.

I could read between lines several tines he was very unhappy to hear the truth. No one likes to see their face if shown. I also informed him I could hear he is not happy with my constructive feedback.

He denied. I knew taking to Verizon was waste of time. Carlos forgot the basic lesson learnt of business ‘ Listen to customer, mediate and do your best' The reason being it's because of customers they have a Job.

I stated to him is was not a good idea on Verizon part to annoy customers. I have personally seen big business fail due to poor leadership.

Time changes but certain entities or people never change unless they go through setbacks.

Our team had extensive demo's and used the software for 2 week. We liked it to the extent that we placed a letter of intent for an event. We were very impressed with the product. It will help our foreign affairs department in United Arab Emirates.