Verizon Assistance technique

When calling Verizon for customer support, the automated system greets you with a message stating that your call will be recorded for quality purposes. Immediately after, you’re told there could be a delay in reaching a customer service representative, and you're given the option to download Verizon’s My Fios app where you can make an appointment to have a Verizon representative call you back rather than wait on hold. I visited Verizon’s website to learn more about this app and discovered it allows you to access your Verizon account and devices promptly while receiving tech support as needed. Even if you don’t have or want the app, Verizon’s website allows you to make an appointment online to have a representative contact you at another time. I find these are helpful features for customers on a time crunch, and I appreciate the options.

Since I was already on the phone, I opted to wait for the automated menu or an option to speak with someone about adding a pre-paid phone line to our account. Before you’re given any choices, you are required to identify yourself using your Verizon phone or account number. I already have an account, so the automated system recognized my number and brought me to another recording where a Verizon virtual assistant informed me a text would be sent to my phone for verification purposes. After receiving that text, I had to click on the link to confirm or deny access to my account before proceeding. This seemed like an excessive security feature that isn’t required when logging online or using the app.

Once you get past the verification, you’re given options to make a payment, manage your account, check data plans, update your personal information or seek assistance with your user ID and password. For new service or to add a line, basic information about products is provided, while the automation directs you to the website for more details. In addition, the recorded messaging recommended visiting a local Verizon store to review plan options with a sales associate. After being on the phone for almost 10 minutes, I found it would’ve been a better use of my time to visit Verizon’s website to get information about pre-paid plans and new lines. Unfortunately, the phone call added several extra steps to the process that didn’t enhance my experience.  

Verizon indicates the fastest way to get help or support is by either chatting with representatives on their website, setting up a call-back appointment and/or accessing your account via the app/website. I agree and believe using Verizon’s automated phone system is best for those who have time to sit on a call or cannot conveniently access a local store. However, if you do call after hours and cannot reach a representative, the automated system is sufficient to guide you in accessing support and service options.