As a person who works for a telecommunications company that works with NorVergence, and is a customer of theirs, I must say... Their customer service is beyond terrible. They don't document ANYTHING, even though they are telling you that they are updating your account. When our company was trying to get new cell phones (they have a free upgrade after one year) it literally took me over 4 months which involved 8 calls and 4 different contacts, who didn't document anything so I was
starting fresh every time. And the names I got during these calls, which I would use later to refer someone to them, no one knew who they were so there was no accountability. And the end result, we didn't get what we asked for, instead got replacement phones and were told the "real" phones we were to get would come in later. We have a pool in our office to see how long it will take them to deliver. I took 1 month. I have lost, as it's over 3 months now.
NOW, on our cell phone bills, we are getting charged for services that our phone doesn't even support. When I called last month to have these charges removed or credited, I literally had one of their customer representatives raising his voice at me and telling me I was wrong. (His reasoning we got these charges _ "They wouldn't show up unless someone accessed it from the phone" - AGAIN, OUR PHONE DOESN'T EVEN SUPPORT THESE SERVICES SO HOW CAN THEY BE ACCESSED?) He refused to give us a refund or credit and said that if we don't pay the bill there will be "creditor issues" down the line. So we ended up having
to cancel the "services" we were charged for.
Just got this month's bill, and we are STILL getting charged for these services. I called, spoke with someone, and got the following answer "Well, it looks like they only took off part of the services. I'll have to forward this to the cellular department and get back to you" Meanwhile, it sounded like there was a serious party going on in the background. I was suprised to hear so much commotion on in the back, since I assumed, from not being able to get through most of the day, that they were just swamped with calls from customers.
I know it's cliche to say the customer is always right (because that's not always true), but you should treat the customer with respect and understanding or at least make them think you are taking care of them, which I don't know that I've ever received from their Customer Service department. I usually get someone who mumbles their name into the reciever, gets my info 4 or 5 times before they actually get into my account, and get a promise of a call back, which never comes.
I would advise ANYONE who thinks customer service is important (I do, especially in a company where their accounting isn't always accurate, nor is their info on what services we have even though they provide the services and you have to constantly call to rectify the situation) and who doesn't want to waste days upon days on the phone with someone who refuses to do anything for you, do not sign up with NorVergence. You will have to deal with this imcompetant department for at least 5 years. I don't wish that on my worst enemy.
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