Review of Verizon DSL Technical Support

Review of Verizon DSL Technical Support
If you have to call verizon DSL technical support, be prepared to speak to non-fluent english speaking CSR's from outsourced services in India. Ask them how the weather is. They have no idea what you are asking outside the realm of what their computer tells them. Although, some are better than others.

I believe they know how to read and speak english and give general computer prompted responses. Some are very difficult to understand but all have been polite, in my experience. Much like the voice activated prompt system you get when you call Verizon, these CSRs are fed responses through a similar type of system. This is my opinion, I have no backup data other than experience to support it. Much like online computer help chats, where you ask a question and the computer prompts answers.

I am very disgusted that Verizon has outsourced technical support. I spend over $100 per month for home phone, internet and cellular service through Verizon. When I have a technical problem that requires assistance, I expect their support to help resolve it. I was steps ahead of the Verizon DSL technical support and generally, I am able to work out issues myself.

My most recent problem was not resolved through their support service. I feel it was in large part, due to a language barrier. The CSR tried to offer me a service to assist me in fixing things on my end but it would cost me. I declined and attempted to fix it myself.

I was successful to an extent but called back the next day to resolve remaining issues. This India CSR was more helpful and seemed to actually understand my words and did resolve my DSL connectivity issue.

It disgusts me that Verizon has outsourced an important customer service feature, especially now, when those jobs are very much needed here in the US. It's also very frustrating trying to understand the CSR's in India. For these reasons I give Verizon DSL technical support a 3 out of 10 for customer satisfaction.