Verizon's customer experience may not be the same for everyone if a customer service agent's claims are true. The company allegedly prioritizes certain customers over others, leading the rest to have to endure long wait times on calls with customer support.
A Reddit user held an AMA (Ask Me Anything) thread regarding their role as a Verizon chat agent from overseas. The session began with a rant (their own words) by this user, where they claimed that Verizon was prioritizing postpaid English customers over prepaid English and Spanish users.
Even though this agent's department is not supposed to handle postpaid English chats, Verizon routes these chats there regardless. As a result, prepaid customers and even postpaid Spanish customers have to wait a lot longer to get connected to an agent.
This also leads to angrier customers who behave poorly with the chat agents when they're finally put through. According to the user who created the thread, they've explained the situation to customers many times to try to get them off their back.
It's easier to just use Verizon Assistant, an AI customer service bot.
If the agent's claims are true, you're getting a raw deal from Verizon. Postpaid customers pay more and consequently get preferential treatment. The alleged practice also puts Spanish customers in a lower priority category, with dedicated departments apparently being swamped with chats they're not supposed to handle.
If you're not an English-speaking postpaid Verizon subscriber, you're going to get longer wait times for the same level of customer service. As one commenter put it, switching carriers is always an option if this is how you'll be treated.
If Verizon's service is unmatched in your area, you can try switching to a postpaid plan. Bonus points if you know English, though you shouldn't have to just to get normal customer support.
Images courtesy of Verizon
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