Verizon Connect

Being able to track our trucks is invaluable to us. We deliver A LOT of goods. Building supplies and other items. We need to know where our trucks are to provide the kind of service our customers expect.

The product is pricy. When it works, it works well and is worth the dollars spent. When the company refuses to contact you for over a month regarding an issue that REQUIRES fixing immediately, it is not worth anything.

The actual software seems to be working well with our fleet. My scheduling department has been testing this software out on a handful of our work trucks for the past few months and now want to install it for our entire fleet (30-40 or so trucks) so that would suggest that the software works, and is easy enough to use and worth the money.

The customer service at VerizonConnect. I can go weeks waiting for an email back from their team. It has been confirmed with their various departments that they do not communicate with each other internally so each of the departments I have had to interact with has had no idea what was going on / what issues were caused by their fellow departments. For example, the sales team got our business and sent us our contract to sign. We signed and paid for the services and sent it back. Over a month goes by of not hearing from them. I sent multiple requests for an update on the process and had no luck hearing back from anyone. Once they finally responded they gave me the contact information for some representative we had never heard of. I immediately reached out and a week goes by and I never heard back. Skip to another MONTH later and the product is finally installed. Apparently, their sales rep stopped being concerned with our contract and his response to our frustration with how long this all took and our disappointment in the lack of communication was to put blame on a different department and say it was all out of his control. Their customer service team / sales team said that this is something that "doesn't happen" (i.e. the lack of responding, the long wait time, the confusion between their departments) but similar situations have happened TWO MORE TIMES since then.

The ease of use and robust features of this relatively low cost option are really great. Easy, fast, intuitive, user friendly- it checks almost every box. But the utter void of customer service blows it.

The utter void of customer service. We certainly know better rationally, but it actually seems as if customer service is deliberately messing with us. It is difficult to imagine an explanation for the laughably circuitous experiences we have had in the many, many times we have simply tried to get a single non functioning unit replaced since February 2021. Not several single units, but literally the exact unit that failed to work right out of the box.