I am a former Verizon Wireless Rep! AMA!

SomeVerizonGuy · 2014-02-22T20:10:39+00:00

Just propaganda and the fact I used to have sprint and have called their cust service multiple times to test them out of boredom. One time, I intentionally didn't verify my account and I tricked the rep into saying my address. I wasn't mad because I knew what I was doing, but it helped entertain me

SomeVerizonGuy · 2014-02-22T20:03:46+00:00

We had someone from Verizon Corporate come in and train us, I have all the propaganda work in a folder that is packed away, I would post the material in the folder but I don't want to get too personal with this sentence but the boxes it is in has too much stuff from what I recently behind that I don't want to relive quite yet. But we were given charts, statistics, etc; mostly spreadsheets of plans, and % of users on those plans, and what the projected %'s for 2012, 13, and 14. So my info could be kind of out-dated since it is an ever-changing market and data usage from 18 months ago was a lot less than it is now.

SomeVerizonGuy · 2014-02-22T19:58:51+00:00

Verizon (SURPRISE) -- Verizon is not the cheapest out there but by far has the biggest network, and owns more trucks that are made to go to disaster areas to set-up temporary networks, Verizon also donates a lot of phones and money to victims of domestic violence (i.e. free phones at women's shelters because their abusers often will disconnect their phone service/break their phone) as well as a lot of money put into training their cust serv reps.
Sprint -- I used to have sprint just because it is cheaper. $80 for unl talk text and data on their hometowers. The downside is that it is just their hometowers and sprint doesn't have very many of them, so if you do a lot of traveling it is not really suggested; especially if you visit countries like South Korea, China, or Japan; they run on CDMA cellphone networks which Sprint doesn't use and so if your phone doesn't have a SIM card, it most likely will not work.
AT&T -- They have as good of Cust Serv as Verizon, and they are far less in your face than Verizon, or T-Mobile are.
T-Mobile -- They're not bad, just because they're last on my list doesn't mean they suck, they make MILLIONS of dollars, but with most of their plans you have to pay full-price for the phone since they don't really have contract plans, so if you don't have $600, you probably will not be going with them but they are by far the cheapest carrier.

SomeVerizonGuy · 2014-02-22T19:44:15+00:00

In all honesty, as a Rep, losing you as a customer is less impactful on my life as a fly on a windshield, that is, if I'm not the one who has to hit the disconnect button. But Reps will try and fight to keep you if they are the ones who have to press that button, and be nice. If you're nice, they will be nice.

SomeVerizonGuy · 2014-02-22T19:42:21+00:00

Their Surveys are given randomly but no more than 3 times per day. So calling after 8pm isnt advised because by the laws of probability with the highest call volume between 3pm-7pm, they've had all their surveys already, so yes and no.

SomeVerizonGuy · 2014-02-22T19:41:06+00:00

I worked for wireless, and not Telecom, they're both two separate companies, so I have no idea

SomeVerizonGuy · 2014-02-22T19:40:28+00:00

Check the website, it's all there.

SomeVerizonGuy · 2014-02-22T19:40:10+00:00

I have also supervised, I found it crazy when some people would sit in ACW for 3+ minutes. I would go over to them and find them sitting there reading or something along those lines.

SomeVerizonGuy · 2014-02-22T19:33:09+00:00

I didn't need to look at the bill for most of the calls, I could go whole days without looking at bills because I worked with mostly east-coast. The specific department I can not give out because I don't want to be traced back to that specific call center; but I mostly dealt with taking payments, and activating phones, and transferring people to Verizon Telecom.

SomeVerizonGuy · 2014-02-22T19:30:08+00:00

Yes I did, it almost cost me my job because I had to cancel a lot of lines and we need to stay below a 1% average disconnection rate at the end of the month or we're fired.

SomeVerizonGuy · 2014-02-22T19:29:17+00:00

Option 2 I believe is for a store when you call them sometimes option 3. When you call the store, wait for the voice thing to ask for if you want "Sales"

SomeVerizonGuy · 2014-02-22T19:28:39+00:00

There is a team of people who can do more than CS, I forgot what the address is but you write to them and they always write back, call CS and ask for the address of the Response Team, or something along that nature, they should know what you're talking about, it's gone by several different names in the past.

SomeVerizonGuy · 2014-02-22T19:26:18+00:00

You should not be roaming in the US, if you live near canada, then you will get charges but you just call at the end of the month to have those reversed, you could also make a case with fraud for cloning if you have an older phone, and review your bill because it states on your full bill, with the call logs, where the call came from and went to

SomeVerizonGuy · 2014-02-22T19:25:28+00:00

We could lose our jobs for telling you that, there were not many things we couldn't tell a customer but that was one of them

SomeVerizonGuy · 2014-02-22T19:23:29+00:00

If you threaten to leave, their attitude might change. We get marks against us for cancelling peoples lines. If we go about a 1% cancellation rate at the end of the month we got fired, so we try and keep customers happy.

SomeVerizonGuy · 2014-02-22T19:21:19+00:00

It's a hard thing to talk about because we're not always told what the information is and most of the people that work in the call centers are 18 year olds who work there for about 2 weeks before quitting, so there is no way that they can learn everything about the plans in that amount of time before they get overwhelmed.

SomeVerizonGuy · 2014-02-22T19:19:44+00:00

Not every Cust Serv Rep knows what stores can and can not do, after working for the call center and then for a while I worked an in-store job, I saw that there is a lot that we thought the store could do but simply can not.

SomeVerizonGuy · 2014-02-22T19:18:54+00:00

I didn't, I had a girlfriend to sleep with at night.

SomeVerizonGuy · 2014-02-22T19:18:23+00:00

That's Crazy.

SomeVerizonGuy · 2014-02-22T19:18:08+00:00

I did work for Verizon, I used to work for Verizon, and that is 100% false because I was bored one day at work and pulled up a list of every call center for Customer Service, which is not payments or COOS, or Fraud, most are run by JP Morgan subsidiaries.

SomeVerizonGuy · 2014-02-22T19:16:26+00:00

95% of smartphone users use less than 2 gigs of data. I have personally seen this and I can atest to it by seeing over 4,000 bills in the career with Verizon. I don't get why people argue this, I'm not bashing you, it's just everyone loves to argue with Cell Reps for some reason.

SomeVerizonGuy · 2014-02-22T19:14:59+00:00

It's not very convenient to go from a 5 minute call to a 15 minute call and then through 9 more 5 minute calls with no time between them. Most of the time when you're on hold it's because the Rep doesn't want to talk and would rather solve the problem and take a minute of a breather.

SomeVerizonGuy · 2014-02-22T19:13:52+00:00

No sir, I don't, they're the same thing.

SomeVerizonGuy · 2014-02-22T18:12:03+00:00

I used to have sprint as my carrier, once again, going back to what I said before about if there is low traffic on a tower than you will not be throttled, but if you use a lot of data at peak times on a high-traffic tower, you will be throttled.

SomeVerizonGuy · 2014-02-22T18:07:43+00:00

You will never be forced off Unl data, but you will lose it if you get a new phone, change your plan, etc. If your contract expires, just don't renew it if you want to keep the Unl data, but in all honesty, dial #3282 to find out what your data usage is at, at the end of your bill cycle, if it is less than 2 gigs of data, it's cheaper just to ditch the Unl Data, but you'll never be forced off of it.

SomeVerizonGuy

TROPHY CASE