Thread regarding Verizon Wireless layoffs

Our systems went down for an hour yesterday afternoon with 10 people in the queue. The reps in the store finally were smiling and jovial while telling the customers the systems were down.The stress and worry went from the reps faces to the needy waiting. This in a mall area also big box electronics stores were they can by phones in the near by locations. We actually had to tell them they can buy a phone upgrade at so and so. The response "I can do that their" You can't make it up.

I counted 25 new lines our store lost this weekend due to system errors that required us to turn away those customers. I literally had to tell them to try another provider because our system cannot process anything and they didn’t want to wait on hold for CARE. We even attempted online and still received errors. It’s so bad, it’s pathetic.

Use 1.0 for all biz and clear cache before every shift.

Would love to know why and how the people who are responsible for this mess are still employed.

You can chat with your GNT executives about this. Maybe ask why they thought is was a good idea to outsource a chunk of their department to Managed Services, ie. Infosys.

On average I spend at least 2 hours a day trouble shooting my orders and why they don't work. Try several workvarounds and its like throwing spaghetti against the walll and hoping it sticks.. Simple 5 minute transactions now take up to an hour. Many transactions have multiple errors. No one can figure out why..... SO Embarrassing. What a joke... my patience has run dry. Would love to know why and how the people who are responsible for this mess are still employed. Yet, with all the POS issues, I am still held to my performance goals. If I performed as bad as our point of sale, u would have been fired long ago.

Was in the middle of adding a new line for a customer. Manager borrowed my tablet to add a customer to the queue (even though he should have his own tablet). Couldn't understand why the phone wasnt showing on the original account until i typed in the new number and it showed on the account that had been signed in (without the account ever having been authenticate through myverizon or secure pin). B360, pos 2.0 and the absolute worst UKG are all pieces of garbage. The bugs in the original systems should have been fixed and then left alone. This company has become an embarrassment.

Again a very busy Saturday ! Every transaction the card reader not working! So we have to send the credit card link, also why are we still sending links too access accounts, which seems to get our needy customers more angry after the 60 minute of waiting .I guess Verizon 's forecast of people upgrading thru the My Verizon app and not returning to the stores is not happening!

• the pos system which worked 3 months ago is not working now.The helpful tool has become a time wasting hinderence!

The pos system has made store interactions with customers almost impossible. Last night we had 90 minutes wait times. The 2 reps had continued error messages and failed activations in the 2.0 system last night! It become so frustrating that the store should have closed at 7 instead of 8 pm,because of overcrowding and safety concerns. And too the corporate person who continues to post " who goes to a cellphone store in 2021"
Well visit one between 6 and 8pm during this horrible trade in promo. Lastly we close at 8pm families walking in at 5 mins to eight expecting to wait 90 minutes to buy a Samsung phone we don't have instock They store is open 10 hours a day and they walk in at closing time with a 90 minute wait time? That the type of person that goes to cellphone store in 2021,what a catastrophe!

The new problems include the credit card reader on the tablet. are not working unless constant rebooting? It shouldn't take 20 minutes to payoff your phone . And any sim changes you have to go backend through 1.0 and put sim # manually then submit too cart even then its an adventure all on 5+ year old iPad mini s. Verizon should have left the 1.0 and legacy. When you can't complete simple tasks that were easy and flawless 6 months ago ,the frustration level is thru the roof,while asking the question " Whats going on with this company? Making my job more stressful everyday. The IT group obviously are not in reality of retail.

Please submit a ticket and explain to us why our system didn't work. Please take screen shots while with the customer and tell us how to fix it & include the order and a brief description. Then send it out into the unknown and hope someone understands why there is a problem. We have a team of people trying to resolve it but they are trying to understand what a BOGO premium plan is and how an edge up works and the impact of the new line with a trade in and what tier value would apply to the new line. They have a call out to the Ops group to find out which OST they need to follow and should have this issues fixed within the next 30 days and applied during the following update. But the accessory discount included in the same order is a real head scratcher and we just can't get the system to recognize vzp. So maybe you can ring it up differently? Oh, send more screen shots too please next time this same issue occurs.

Looking at our feedback slack group, all I see it the same issues posted everyday. All the response is, someone tagged with the hopes that “engineer” will look into it. Sometimes we are lucky and get a response that says, “a fix is in place for the future”. How is this acceptable. We have a group with almost 3 thousands SM’s for POS 2.0 issues. If their at that many issues and we need that many peoples input on a daily basis, then why is t the bigger problem addressed.

Why not just fix 1.0 which worked 80 percent of the time, now 2.9 works 50 percent of the time, so we have 2 systems that blow. The problem is the people designing these systems don't use them, and most of this is now outsourced, most of our it people have been let go, so we have people that could give to sh--s working on this stuff, and untill it affects the higher ups or the bottom line, it will never get fixed.

Been with the company 11 yrs. The systems are hands down THE WORST they've ever been. Utter embarrassment every day just trying to do the simplest things. Absolutely ridiculous and they seriously don't do anything but keep pushing new bu-----t. Jesus christ get your fu----g sh-t together with the mother fu----g pos tablets!

@ 1wax+1b0GWKRw
Look, I hate this company just as much as everyone else, but if you’re gonna talk about sh---y POS experiences, at least be truthful about it. First off, there’s absolutely no reason to have a business customer come back to to a trade in. If you already have the phone, which is sounds like you did, you’d simply pull up the account again and trade it in. Why bring a customer back to the store for something they don’t need to be there for? It’s not like they sign anything for the trade in. Secondly, business customers don’t get surveys, so this customer turning around and giving you a 1/10 the next day is just a complete lie. There’s plenty of reasons to hate the new POS systems, especially 360. No need to sit here and type of lies when these systems suck all around and people have plenty of real situations to go around.

Sim change for a small business, took almost an hour? We couldn't understand why? Finally looked at legacy and noticed that the line had a pending order thus couldn't make any changes. Verizon should be ashamed of this system Its a disgrace, bring back legacy and 1.0 which was finally getting functional, no wonder the 90 min wait times with the lack of reps in the stores.

I am permanently scared from hearing that something is a “2.0” version of anything. The phrase “2.0” should be be added to the “we don’t talk about that anymore list”, just like the ellipsis tablets.

As a rep in CORE who works with store reps all over the country, I can tell you it is common to hear a customer has been in store for hours. It is common to do multiple returns and new orders due to error messages. It is common for customers to leave in frustration due to lengthy times to process simple transactions. Our systems are terrible.

I was in an account via 2.0 about to add a tablet, stopped to get someone checked in but did not pull their account. Went back to my customer, started the order, and 2.0 added the tablet to the customer who I had just signed in

Single upgrade with trade in on B360.

3 hours to process

Yeah I helped a business customer do an upgrade with a trade in and of course ran into errors and took an hour to do some basic sh-t. Few hours later my SM asks me about the trade in not being in our inventory. They had to call the customer and make them come back to do the trade in again because it wasnt in our inventory. The next day who gave me a 1/10 on a survey? Yup the customer was mad that their phone wouldnt activate and they had to call into customer care and they hung up on them once. All system related issues, and yet my entire store lost money. I try to avoid SMB like the plague now. If they want SMB numbers to go up then they need to fix this sh-t, but they wont and they'll demand that we keep selling because we are all just a number.

I am in B2B. Client of us wanted to add 8 tablets with 8 tablet unlimited plans. Simple transaction. It doesn’t get anymore basic than that. No protection, no accessories, just 8 tablets 8 plans. I get incompatible price plan error. Logged out, call core , etc! Found someone who could process the order but cannot use my E-code. Hours later I processed the order myself and then had to go back in and change the plan. I had to explain to the client and assured him everything will work out. Luckily he trusted me but an embarrassment.

I heard that the licensing or contract with the company that handles 1.0 was running out. That's why the mad rush to get 2.0 going. Contracted out by the india company infosys.

Let see what else.....?

B360 sucks. Trying to add a watch it recommends a plan then tells you that plan is not compatible. A simple transaction like an AAL end ups taking 40 plus minutes. Then leadership wonders why SMB numbers are low. If ringing out Acys take 30 minutes why would anyone want to ring out a phone?

You’re constantly having to bounce back and forth between pos and pos 2.0 because system issues. Ex. Pages not loading or funky error messages. Quote tool is constantly misquoting people. We’ve been having escalations because of this.

Sometimes 2.0 just doesn’t register payment or deplete inventory. Then trying to go back and fix those inventory issue is a whole other hassle. All your ops analysis says is submit a ticket. Then the item ends up getting batch out. Then the store takes the hit all because the system doesn’t work! It is ridiculous and honestly embarrassing.

How about it literally talking to reps and 15 minutes to ring out a simple accessory on b360?! Seriously people!! How are we supposed to succeed???

We’ve had a lot of lost sales due to having to reprocess orders. Customers get upset how long it takes to ring out and order that they just say, “just get me the phone only, since it’s taking too long to process everything”

Definitely 2.0. I don’t even use 360 on a regular basis. I tried doing an 3 upgrades and new tab with accessories. Sh-t would not go through. It was taking so long , I had a another rep process my accessories while I remove all items from order and reprocess upgrade as one transaction and iPad as another. Who knows if 2 transactions count against the new contribution tracker

Yep seems like everyone is having problems. That’s what happens when brain dead’s are running the show. I’m just refusing all sales till it’s fixed.