Share Your Ideas with Verizon

[#1]

Put yourself in the shoes of any customers.  When your services are down and you're working and have responsibilities, would you appreciate being told that you have to wait and be around all day at home from 8AM-5PM for a tech to come to your house?  I don't personally know of anyone who honestly has the time or the patience for that and when that happens, I don't know which kind of inconvenience is worse: not having the services or having to sit home all day just for someone to come and repair the problem itself.  It's very inconsiderate and I'm not blaming these CSRs for only having access to all day appointments in their system.  It's poorly managed and I am sure that techs are on a schedule of locations.  There is no logical reason why we, customers, cannot be at least given a 4 hour time frame to work with.  Expecting customers to sit home and wait the whole day is unacceptable and unreasonable!   

And I find sometimes that when I request a time frame, the CSR will be put me on hold 3 times sometimes while instant messaging someone in the dispatch department only to find that I can't even get an answer to my question.  I don't know about you but my time is limited and valuable. 

Listen to your customers and please do something about this.  It's very unfair and just because we don't have the luxury of being able to quickly change providers doesn't give Verizon the right to take advantage like that.  Verizon is a good product and I don't dispute that in the least but from a customer service perspective, I feel like Verizon doesn't care by only giving customers all day appointment times. 

[#2]

Where Ilive they give us a four hour window, but when I was with Comcast they had 2 hour windows.  I have spent hours ON HOLD trying to get through to support and when I finally get someone they start with stupid questions like it it plugged in.  Some of us, know more the the support personel.

I am VERY dissatisfied with Verizon Fios and will be returning to Comcast at the first available opportunity.  One of the most upsetting moments so far was our inability to watch the NFL playoffs because Fios was the ONLY provider in the area that had not reached an agreement with CBS 21, **bleep**!

[#3]

I thought that Verizon normally gives a 4 hour window and I can even work with that.  But when I last called with a problem, Verizon would only give me an all day window and in my opinion, there should always be a time frame regardless, whether it's 2 hours or 4 hours.  I am just tired of hearing this excuse that a 4 hour time frame isn't available in the system on certain days because that's a lot of baloney.  Just because we're customers doesn't mean we suddenly have to put our whole day and our other responsibilities on hold for them because have lives and Verizon isn't our only priority.  And when I was last calling back and forth asking for a time frame, I kept getting put on hold 3 times in a row and still with no answer and I would end the call myself because it was wasting so much time.  Bottom line?  There is no reason for any of that.

Regarding your loss of your CBS station, you might want to wait a while and see what happens first because this happens with all the cable providers and they all eventually reach an agreement because none of these providers want to lose business over that.  It happens all the time even with Cablevision and it's always a fight over the money and the TV station not getting enough of the profits.

[#4]

An excellent customer suggestion. 

From a customer perspective (and isn't that what customer service is all about?), why not shrink the customer visit window to 2 hours and even give customers a call prior to the visit to confirm?

If Verizon really wants to provide excellent customer service we will see a shorter anticipated service timeframe.

[#5]

A 2 hour time frame is even better.  Half a day is stretching it too.  I think Verizon techs usually do call the customer ahead of time to confirm that they are on their way.  There is no logical reason why a time frame can't be given.  Whoever is coordinating these schedules isn't bothering to schedule time frames.  I think it's stupid.  Even these chain furniture stores give a time frames for delivery.  None of this is any skin off their backs and doesn't involve any extra expense from what I can see.

And here is another idea...how about calling us if our appointment has to be pushed back until the next day?  I went from getting only an all day appointment while these CSRs were acting like they were doing me such a big favor by rescheduling me for the weekend as I requested...to getting it pushed back to the next day and was anyone going to tell me?  I only knew that when I called back later due to my own persistence.  Pain!!

In my most recent case, I was lucky that I wasn't the only one in my complex with an outage of all 3 of my services and that it was a damaged outside wire causing the problem so when a tech person came, I didn't need to be home for that.

[#6]

Had a repair appointment from 8:00 am to 8:00 pm.   They were supposed to text me 1/2 hour before arrival.  Did not receive the text!  This is totally out of line with any other service offered.  For a company that is  supposed to be  communication/service oriented, this is ridiculous.  Get with it Verizon.  You are falling behind.

[#7]

I agree with you ouraffair.  8AM-8PM is really pushing it.  Is this a game?  And yes, one of my CSRs was acting like he was doing me such a big favor by telling me I would get texted a half hour before arrival after waiting around for how long?  An hour?  6 hours?  What good would that do for anybody or does that just sweeten the deal to make it sound better?  The whole thing is ridiculous.  There will always be some customers who won't be satisfied no matter what but with this particular matter, I really don't think we are asking for much.  It's like we're supposed to put our lives on hold in the name of Verizon and wait on Verizon hand over foot when there is a problem?  That's just silly. 

It's nice to see that my suggestion has been acknowledged and getting more votes. 

When everything with my service is working, I don't complain and I'm not a person who likes to complain but when there is a problem that needs repairs, it so often seems like such a big production over nothing, not that this has happened every single time.  And this is one of the very reasons why I delayed signing up with Verizon Fios or any cable service for as long as possible because analog antenna TV reception was never vulnerable to damage from outside wires or phone lines or wires in the closet box.   

[#8]

You should call the psc and complain

[#9]

or the presidents hotline with any complaints of service response time

[#10]

Hmmm...I found an 800 # for the President's hotline for Verizon.  I tried it but it doesn't work.  I'm not sure if I found the right one.

But I see that in the Verizon phonebook, it will list an address and tel # for Verizon Customer Relations as well as the Board of Public Utilities.