Tech Coach 4+

SHE’S A KEEPER!!!

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!!!

Bad chat room Service

My parents was having issues with their tablet being able to print on their wireless printer. My parents are 80 and they use it for basic things only. No google play store acct etc.

Contacted a Tech Coach by name of Cyandria. At first she was okay, went through steps which I had done before opening a chat session. I started at 3:50pm with her, she asked if I had HP Smart Print and the plug in, I told her no. Let her know the LG tablet printed fine for last 2 years and just recently had an issue. She had me power printer off and back on when that did not work. She said just download the 2 apps please. I did not take it well but gave her benefit as it was a chat room. So once I installed tried it again still no print. She than ask for me to give her a moment I said ok. This was at 4:35PM, and I never heard back. I sent her several messages as I figured out why it did not print and corrected it. To where printer and tablet was printing again. Since I never had a HO plug in or the other app there was 2 steps I missed and she never told me how to complete the install. I message her several times asking if she could as there never a reply back. I had given up, left my parents came home and chat session was still open at 7:05 still I messages so I sent her another message ending the call and letting her know she provided me with bad service. I have sent an email. If I could rate with a negative that what it would be.

Verizon needs to rethink the technical support model

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.

Developer Response ,

Hello,
we'd love to hear your feedback. Please email us at TechCoachAppSupport@Asurion.com
with a brief description of the issue, you are having. Please include your name, number and device make /model. Thanks.