We have had Verizon since 1989. Few names before the Verizon name. I told Cynthia that I am getting texts that I do not want everyday fr different number but must be the same company. Cynthia was great explaining that I should subscribe to digital secure. She was clear & precise with her directions. To stop texts - She showed me how to click On the phone # at top, then info, then info in the middle, and go to block. Now I will go to all the phone numbers that tell me I can Lose tons of lbs per week when I only weigh 110. I get several texts a day from that company. She also saw that I needed to update my phone. I was having trouble sending HELP to her after she sent the link. I would press the green send arrow on the right but it would bring up choices of how to send - gentle, slam, bubbles. I tried to send 5 different times, and I never could just send so finally did slam and went. I also said that if I write A text and touch it to copy -many times it won’t turn a color showing it is copied. I said that I need to do that to paste to a new person and be able to adapt a few sentences to that person rather than writing a whole new message or sending the original message. Sometimes I have to touch it many times for it to copy -touching it fast, slow, for a long time- than other times not a problem. That’s when Cynthia told me to update my phone. She is very patient and does not make the caller feel badly for taking so much of her time. She is an asset to Verizon.

I was notified today by some callers through text if I was the one trying to contact them. I WAS actually trying to contact these people. They advised me that my calls showed up as “PRIVATE CALLER”. I tried to resolve this issue by myself going through the device’s settings for at least a couple of hours to no avail. By the time I decided to contact a technician, I was a bit disappointed and frustrated that I couldn’t fix my problem by myself. Courtney responded to my request for assistance and presented herself with a cute introduction that immediately brought a smile back to my face. I described my issue and she immediately provided me with instructions on how to resolve my issue which were most successful on the first try!!! She stayed online waiting for me to go through the process of fixing my problem. I felt that was admirable of her to do so, since everyone is always in a hurry now-a-days!!!She then explained to me a protection plan for my device and offered to get me signed up for the plan. Using her quick witty humor, everything she explained, made so much sense to me. I read the particulars of the plan that she offered and I instructed her to “sign me up”!!! In summary, I’m saying that COURTNEY IS DEFINITELY A KEEPER!!! She is definitely an asset to her organization!!!

My husband went to Australia & had no service. I went to chat tech coach to try to fix the issue. The 1 tech coach wasn’t able to solve the problem & referred me to Tier 2 Support. My husband told me to wait for a few more days as he just got to Australia and might need some network fixing by itself. Couple of days past & still didn’t work. He was just glad he had wifi to communicate with me. Then I called Tier 2 support after that & the lady I spoke too was also not able to solve my husbands phone problems as well. She said that she did some working on her part & will need to take about a whole day to get the phones statistics & told me she will call again at 5pm same day. 7pm came & I still haven’t received any calls. So I contacted tech coach again. She also just tried going through what the 1st tech coach did to try to fix the issue. It still didn’t work. So I just did some researching myself & tried to activate a new eSIM on my husbands phone on my end. He’s connected to wifi & he said that he received that notification for a new eSIM to be set up. Clicked on yes and was able to establish a new eSIM. It fixed his issue on his service when I was the one that tried to issue him a new eSIM but the tech coach’s that tried to do that on their end were unsuccessful. He is in Australia with no phone service & had to walk a couple of miles just to connect to wifi. He needed his phone for work & personal reasons. He’s also in the military & can’t always hang around where wifi is. I cannot believe we fixed the issue by ourselves whereas the tech ‘coaches’ were suppose to know & we’re paying for this too & the $100/month international plan that my husband didn’t get to use for 3 weeks!

The tech coach model is to make clients wait crazy amounts of time for service that can be very poor. Lots of disconnects makes you start over from scratch. If problem doesn’t get solved you wait longer for next level tech and if your problem still doesn’t get resolved and you call back, you start back at level 1. They absolutely will not consider what has happened with previous techs and you get in a no-win cycle. I got bad advise from a level 2 tech which at off tons of problems and left me with a phone and Apple Watch that didn’t work when all I originally needed was to turn off silencing unknown calls. I literally was trying to get the issue fixed from 10 am on a Saturday and it was still not resolved at 8 pm, 13 tech calls, 5 disconnects and 5 phone and watch resets later. They must threaten their techs significantly if they pass the issue up to a higher level without going through tons of steps, EVEN IF IT HAS BEEN DONE 10+ TIMES BEFORE. I have been a Verizon customer since before it was Verizon, but this has ended our relationship.