New Tips And Triks For You

Jefferson Graham explains tips on how to get Verizon to answer customer service questions on #AskJeffTech.

LOS ANGELES - We've all had this experience: We try desperately to get Verizon or another service provider on the phone, but can't get past the automated person asking for more information before she'll pass you on.

It happened to me recently with Verizon, and I tweeted about it like a mad man, venting my frustration in 140 characters. Many readers wrote in to ask if I ever get through.

Well yes, I did - finally. My question posed in the tweets was aimed at tips for how to actually get them to answer the phone. Because they hung up on me. Twice.

Verizon eventually did get back to me and has passed on those tips, but first, let me set up the scene.

Verizon had sent me a new router with everything but - you guessed it - a contact number to reach the company in case there was a problem.

And naturally there was. I had no Internet.

But with my iPhone I was able to look up the 1-800 customer service number. I dialed it, and then the automated assistant wouldn't let me speak to anyone until I gave her my account number, which, she cheerily said, was on my bill.

Well, Verizon had urged me to go paperless, and I had no idea where the bill was.

OK, she said, just say how much you spent last month.

Again, no Internet access and no way to find the bill, so I guessed. $150. That didn't work. She gave me a second chance.I tried $175.

She didn't like that either, so she hung up on me.

Both times.

Now here's what Verizon said I should have done.

* Have the account number by your side before you make the call. Always.

* Don't keep pressing 0 over and over again to try and bypass the system. It won't work. It will only make things worse, Verizon says.

* I was incredulous that Verizon had to know the tally for my bill. What difference did it make? My router wasn't working. Verizon reps say it's all about security, and it is working on a better way of communication. "We are addressing a fix to make the experience better," says Verizon spokesman Robert Elek. "And we will get that done."

* The most important tip: Bypass the phone altogether and tweet Verizon @VerizonSupport directly on Twitter, or via Facebook They are much better about responding, and although it took 45 minutes to hear back on the day without Internet, they even agreed to call back and speak to me.

Without asking me how much I spent last month!

(And yes, I'm in the media, but we tested it with other non-pros, and got quicker response via social media than the phone.)