Poor Qualities and Experience all around - Tech Coach Asurion Employee Review

Middle management, upper management, and entry level hires don't seem qualified to run the business. I was one of the highest ranking reps in the company, but was terminated after disconnecting a call with a vulgar customer. Asurion now support Verizon Tech Coach, meaning they provide tech support to Verizon customers. The call I had received was from a customer stating that it was Verizon's fault that both her MAC and PC had crashed when attempting to perform software updates so that her computers would recognize her iPhone. The damage to the computer was bad enough to need to be replaced. Management did no research into the previous rep that had worked with this woman to determine whether or not the rep had given her information leading to the failure of her devices. That or if they did, and there was proper instruction given then the fault is either the customers for not maintaining their electronics, or the manufacturer's. The customer also complained that their iOS device was sending messages that showed up "a different color" the messages were vulgar and being sent to contacts, which sounded like their Apple account was compromised, which was also Verizon's fault somehow. Anywho, due to a system error the caller was contacted by management after she was vulgar on the phone and refused to listen to my suggestions, my termination was determined by the caller being "escalated" after presenting me with a hostile work environment with an issue that either was not my doing or was not within the companies scope. This is how they value employees. This happened within my last three weeks. The first week I worked for the company we had five weeks of training, within three days of training I had to lead the class training for Apple and iOS products because the trainer they had hired had no experience with the products and services. That trainer was later placed back into more training and then terminated by my fourth week. The second week the company's main trainer was placed in the class, great guy, great skill. This person had suggested me for a "lead" position along with three other management employees, I was guaranteed a promotion after training had been completed, which never happened. Again, confusing considering within the first week I was qualified to train upper management. After I had a chance to review promotional criteria it became apparent that there was none. I compared team and individual stats provided by the company and many agents that were moved into the position that I was guaranteed had less technical experience and similar if not worse stats than mine and all were promoted within 30 days of completing training. Many of the agents showed no discernible skills separating them from anyone else such as contributing during training to team mates or extensive product knowledge. In short people were moved into upper positions without displaying they had what qualified them for the position. After I gave up on being promoted the company tasked me with developing a training project for agents on the floor who, again, did not have an understanding of some of the products the company covered. I spent close to 50 hours of work and personal time to complete the project based on company criteria only to be terminated after sitting on my finished project for four weeks. It is exceedingly obvious that some managers are taken more seriously on their suggestions, or at least on certain suggestions. I have almost six years of experience with training, technical support and when I say technical support I mean from building computers all the way up to programs, websites, and pretty much any mobile device and system, but apparently that had no effect on company decisions. Neither did my extremely high internal stats and resolution rate. If you have no experience and have people skills you may become CEO, but if you are actually qualified for the position you may not be with the company longer than a year. They have people with masters degree's in networking answering phone calls about people not knowing that they turned on a silent switch on their iPhone. Then they have people that worked in retail for six years until the company promoted them last for working their management, again with no technical experience at all. It really seemed like a lot of management there associates the skills to not resolve issues, but de-escalate customers or soft skills as the only discernible skill that makes reps capable of teaching other reps. Anyone familiar with management and administration knows that just because you can sell something well does not make you a good manager, just as in this field just because you can read a script does not make you capable of being a good leader or teacher.