Total disappointment with Verizon: thousands of Americans show their astonishment at what happened

Verizon is once again at the center of controversy, this time not because of the quality of its network or technical issues. It's due to a situation that has left thousands of customers disappointed and confused.

On social media, especially on platforms like Reddit, the case of a customer has gone viral. After a customer service conversation, the customer received a desperate message from a Verizon representative begging for a perfect five-star rating.

The employee, who was handling a query related to roaming service, asked the customer not to give a rating lower than five. He even wrote phrases like: "I don't want to be in hell. Please, have mercy, I'm begging you."

This request sparked a wave of reactions among users. Many of them say they've felt uncomfortable having to bear the emotional pressure from the representative.

Verizon's strategy doesn't convince

The situation has opened a deeper debate about the metrics and evaluation system used by companies like Verizon. According to former employees and sources from the carrier, the current work model requires representatives to meet strict quotas every month.

They not only have to sell accessories and devices like wearables. They also have to convince customers to purchase insurance or adapters, among other products. If they don't meet these goals, they risk losing their jobs or seeing their income reduced.

This management model, focused on aggressive metrics, has led some employees to adopt somewhat controversial measures, such as adding services or products to users' accounts without their consent, all in order to meet the goals imposed by the company's executives.

The case of the representative known as Ángel, who begged for a five-star rating, isn't isolated. Many employees fear that a single four-star rating, or even worse, an unanswered survey, will be interpreted as a total failure. This is because Verizon considers the standard must always be a perfect rating.

Any deviation can result in sanctions, salary reductions, and even dismissals.

Customers' opinion

Meanwhile, customers feel trapped. They don't understand why they should bear the responsibility of protecting someone's job just for answering a survey. Many say they should be able to rate the service honestly, without feeling guilty if they don't give the highest score.

However, cases like Ángel's show that Verizon employees are between a rock and a hard place. They're victims of a system designed more to protect the profits of top executives than to offer a truly positive customer experience.

This model of extreme demands is also replicated in other major telecommunications companies in the United States, such as T-Mobile and AT&T. All three seek to increase their revenue every quarter to improve their stock prices. This has created a corporate culture where employees are constantly under threat.