How can I make a complaint against a customer service representative from Verizon Wireless?

	How can I make a complaint against a customer service representative from Verizon Wireless? I just had the worst experience ever with an agent over the phone, he was so rude! I called the customer service # to ask where I can submit a complaint, but they were not very helpful either. Is there any way that I can make my voice be heard in their corporate office? Asked By: Erica P - 8/27/2008

Best Answer - Chosen by Asker
I work in the Cell Phone Support industry (not Verizon). I have been there for over three years. Here's the scoop: We are impervious to customer complaints. Period. I do the daily, monthly and quarterly inbound call reports. Our call center takes in tens of thousands of calls per month and we are not one of the big companies. About two out of 100 calls ends with yelling or "let me talk to your supervisor" or, heaven forbid, they hang up on us* . It happens every day, 360 days per year. One call after another, after another, after another...yada yada... How do we know we have a 'bad apple' in the bunch. Our calls are monitored. Not recorded, monitored. Our loving and caring boss is listening at any time to random calls to any one, two, three of our calls to make sure we are delivering the customer service the company mandates. Every employee is scored for the week and comes up in quarterly reviews and directly affects his or her salary / rate of pay. Low scores turn into Performance Plans (attitude adjustment) and if the employee responds, they keep their job. Otherwise they are given two warnings and a dismissal. Customer complaints is not figured into this equation because it is a normal occurrence (even to the most gifted of customer service agents), trust me (or try working in a call center sometime). This is industry norm. A person calling, writing, and complaining is par for the course. I've had people contact my supervisor, his supervisor and her supervisor, then the overseas office (whoever the poor person is over there) only to find that they might get an email (never postal) stating "We'll do everything in our power to rectify the situation and make sure this never happens again" - and - "Thank you for notifying us of this." (I've sent a few of those emails out.) The best situation is / was if that person's supervisor was listening in. If they caught the mistake, you'd never know it happened, either way. I'm not sticking up for Verizon, either. The stories I could tell you could land me with some sort of lawsuit. Write down the agent's name on a small piece of paper, take it out to the driveway and burn it in effigy. His supervisor probably heard the conversation and the "ex-agent" is already at the unemployment agency. Thank You for contacting Yahoo Answers t *(Sarcasm. Hanging up is actually the best thing for an agent. It helps their numbers.) Answered By: Toonces - 8/27/2008

Additional Answers ()

Call Answered By: Zeke - 8/27/2008

I would suggest the old fashioned way. Find out their head office address and write a letter to the CEO. Answered By: ? - 8/27/2008

Probably have to send a letter with the higher-ups. Maybe the businses bureau as well? You are right.. they STINK... I got rid of their service a long time ago!! Answered By: Julie-Anne - 8/27/2008

Verizon.com? i dont know! i wish i did. maybe you could google it. Answered By: akm81794 - 8/27/2008

Http://www22.verizon.com/foryourhome/ContactUs/ContactUs_Email_Form.aspx Answered By: woman 2 - 8/27/2008

Call that store and ask for (whatever the person you talked to's name)'s manager. Once you get him/her....ask for Their manager. Get your voice heard. Good luck!!!!! Answered By: Ms. Taken - 8/27/2008

They make it hard to so you wont call again about small charges and they will make a bunch of $ that way. The best thing to do is just suck it up =[ Answered By: Pdetz - 8/27/2008

Call back and ask to speak to a customer service supervisor and get their name and ID number. Follow up in writing to the address on your bill. Answered By: LAURIE - 8/27/2008

Ha ha, Funny. I used to be a cust. Serv. Rep for Verizon Wireless. That's kinda hard, cuz they have the WORST system there. And they do a horrible job training, so a lot of the time it's not even the reps fault. But, saying you need to make a complaint. You have to ask to speak to a supervisor twice. After that, you'll get one, you can complain, if you can remember who it was, what time you called. But, it's also hard, cuz you never know if you'll get the same call center twice. Pretty much it's kinda hard to find exactly the right person, unless this person's first name is REALLY unique. Yeah, you're probably s*** outa luck. Answered By: lotus - 8/27/2008

Go to the better business bureau website and make a complaint. they will respond to that because its a complaint that goes on there record and companies dont want a bad record. I used it once where i could not get any where with the company and made a complaint with the BBB and all of a sudden they were willing to work with me. imagine that. Source(s): http://search.bbb.org/ Answered By: seidokann - 8/27/2008

Very simple: Canadian Council of Better Business Bureaus www.ccbbb.ca or Better Business Bureau (USA) www.bbb.org Try also a letter to the company in your state at this link: http://www22.verizon.com/Residential/Support/ContactUs/ Good luck!!!! Answered By: momof2 - 8/27/2008

Use planetfeedback. I hear verizon checks that a lot. Or possibly call in and ask to speak to a supervisor right off the bat. Or you may want to try just writing a letter. Either way, it sucks that this has happened to you. I would want to get my voice heard as well. I have read many success stories of people who have written about experiences on planetfeedback though. Good luck!! Answered By: curious4answers - 8/27/2008

Better Business Bureaus Answered By: CANDYMAN - 8/27/2008

Look for their number on the internet. keep complaining until someone actually hears you! i know how rude and stubborn they can be just because they are on the phone. if you have to be as extreme as going into a store to get the headquarters on the phone then do so! good luck. Answered By: zxymaria - 8/27/2008

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