Discussion - Verizon reps keep customer on most expensive plan despite multiple requests to make things right

I asked AI to categorize your writing here.

"opinionated personal grievance editorial framed as tech reporting"

Many aren't aware yet that CEO Dan Shchulman was brought over to cut cost at Verizon. As Verizon is in tremendous debt and most of their Tier 1 and 2 support to troubleshoot the network has already been sent over seas to India with British Telecommunications. Most other customer service is handled by AI which can get very frustrating. Yet they keep paying the upper management high salaries for doing nothing. That is why so many layoffs here in USA.

Verizon Stock And Its Real Value (NYSE:VZ) | Seeking Alpha. Google this and you'll find details on it.

And yet I've dealing with this exact problem for almost 5 months. An employee scammed my dad and was then fired, leaving me to deal with support. They over sold a phone, added unwanted perks, and increased the plan to top tier. After the second round of calls I was given 50% off my bill for a year! Only to find out next month (bill went up over $100) the "agent" shouldn't have done that and it was removed. Spoke to someone in an executive team for said everything was set. It was not. Next bill was $60 more. Every month I've had to call and beg for help. I'm physically getting sick from the stress. Last phone call took nearly 2.5 hours. The online chat will disconnect you every time, even though the employee assures you it won't. I've never experienced such atrocious support in my life.

As a former Verizon employee after 15 years and after have been laid off as of the 15th. Im going to be honest going forward I feel as tho that is where the company is headed. The new ceo sold 1000 locations as well as moved majority of our customer service staff over seas to cut cost. As far as the plan situation instead of calling in I would suggest downloading the Myverizon app and moving the plan your self. To me its safer than calling in. At least you can see what your doing, and it will give you a break down before you change it. From my understanding (a conversation had with an authorized dealer) that has now taken over majority of store locations, the reps like my self and customer service were more apt to help fix a problem as opposed to selling to the customer. Which to my understanding was costing the company money. I would tell u to switch carriers but all major carriers have had this move in the past 5 years, Verizon was the last. Also majority of the companies have implemented A.i. as a way to lower cost by not paying people. Ive spent the past week responding to customers who are upset at the move or unhappy of how they have been handled. But again this is the direction moving forward for majority companies.

I am a rep at a corporate store. Its not necessarily getting paid more, its an imaginary $20 that isnt equivalent to a real 20 dollars in an imaginary bucket that needs to be filled. Its mostly the percentages and quotas that the company ask for. They are high and if you want to keep your job you have to perform. Its a catch 22, in that you will fail if you "just give what they came in for", but you also fail if you sell a whole bunch of stuff they never asked for because it will be returned or charged back and the "commission" becomes irellevant. The key for most successful reps is talking with their customers and making sure they are listening and educating at the same time to come to an agreement.

I won't speak to what some reps do. What I will say is that typically Simplicity pays better than the higher tier plans for commissions. Also, the stores that are taking over corporate locations are not 3rd party. They are indirect sales locations. Read up on indirect sales companies. It matters. It is also poor of you to insinuate that those locations are made up of scammers. There are dishonest people in every industry and under all carriers in cellular. We can only hope that any retail store we enter has honest people. I wanted to have some appreciation for the article due to the the situation with the son, however I lost that appreciation quickly.

Did you tell AI that I've written countless articles about similar situations involving non-related customers?

Keep in mind your son signs to Terms & Conditions at the end that explains pricing. If he came over from an existing account it was obviously not for new line promotions so did he upgrade a phone with a trade that gave him best value on the plan? Otherwise the plan can be changed via the app easily. This article is here to just shoot at Verizon.

So I want to do the other side of the argument.. I work for Cellular Sales, it's a retailer for Verizon. -- Stop dealing with corporate.. they want the most money and give the worst service.. this is coming from a customer as well as employee. They change their tune when I tell them they're full of Sh*t because I also work for Verizon.. -- Cellular Sales locations, the retail reps.. yeah, they work for commissions.. but they're usually not pushy.. they will help you figure out what works for your budget.

As a call center rep.. I deal with a lot of angry customers.. Look.. if you dont travel internationally. And dont need a lot of hotspot.. you dont need the top tier.. and for a lot of people.. with 1 or two lines.. Simplicity, our newest plan, is more than enough for you. $30 a line.

I refuse to sell people what they dont need/want. I call you and you say things are too expensive.. I see youre still using iPhone 14 and dont want to change phones.. its just you and 1 person.. Simplicity is gonna be your best bet.

Corporate has screwed me more than once.

Nope. He purchased a new phone, unlocked from Apple.