Share Your Ideas with Verizon

[#1]

I've been a customer of fios for over 3 years. I've never been delinquent on a bill. I hardly call customer service for anything. I heard that there is a new fios router that is GigE and 802.11N, whereas my current router is 10/100 and 802.11G...

I called to speak with a csr and was told that she could not guarantee which router was sent from the garage and that it was the V3 that I wanted. She told me that if she could, she would... But instead to try the Verizon plus store near my house and that they would swap out my old 802.11G box for the new v3 --- and would do it for free. 

So I called the Verizon store near my place... They were nice and said that unfortunately they don't have these new v3 boxes yet and that I should try calling Verizon fios directly because they can help me. 

So I called. He person I spoke with told me I was mistaken and that I was given bad information. That they can only swap like equipment. 

Seems like each department is given different information...

Which brings me to my idea.

a) train all staff equally

B) allow your good customers... Those that have recommended your service to many many many people... Those that pay their bills. To upgrade to the latest equipment...

Why would you penalize EARLY ADOPTERS?

Why would you alienate the same people who help your NPS?

It doesn't make sense. You have a better chance of retaining me longer and having me remain a promoter much longer - which will lead to a higher ARPU.

But instead you risk losing a customer and converting me to a Detractor.

[#2]

Verizon is very manipulative co. I called to cancel my services to go to a cheaper one in late May 2012, and the lady on the phone said , Oh I can help you save money, so she convinced me to do a 2 yr contract with them and lower my bill which was great, June and july bill was great and then in aug I receive my bill which has gone from 113.00 MO to around 125.00 MO called them back and t a customer service rep informed me the boxes in my home(4) the rental had increased to like 3.00 per box.. So why was I not told this in May.. Verizon now has me for 2 yr and more of a MO payment..... Not happy

[#3]

Related to: http://forums.verizon.com/t5/Share-Your-Ideas-with-Verizon/Improve-Customer-Service-Cross-Train-Depa...

http://forums.verizon.com/t5/Share-Your-Ideas-with-Verizon/Suggestion-for-rewarding-loyal-customers/...

[#4]

Pammy, The CSR may not have known about the price increase when you called as it had not been announced.

But I beleive you can lower your services even with a contract. You just can't cancel them all together. SO I would try and call them back to see if they can move you to a lower tier.

And for the orirignal poster, it has been stated before by Verizon (at least for STBs) they calculate a 4 year buy back before they can break even. So I would assume that if they were to have a good cusotmer program, you would have to be on for at least that time.

[#5]

I agree with the staement Verizon is manipulative with their marketing and I also agree with the fact that the customer service reps need to be trained better with knowledge of all products and changes to products..  I love the overall service verizon has to offer.  What I dont appreciate is on several occasions I was told false information or sometimes I have to call back three or four times because the representative does not know what they are doing and finally you get one that does.

[#6]

I've been using FIOS for about 5 months and must admit I'm not overly impressed.

We had TV and internet installed the same day.  My wife got over her phobia of power outages and called up to have phone service added.

You'd think they'd give her a break but nope. Bill went from $89 to $124. So much for the bundle discount.

FIOS can't coordinate their own commercials. We start with one commercial and 8 seconds later we slip in to a complete new commercial.

Pixilation and signal lapses are most unprofessional. I realize I'm not in Manhattan anymore but I'm not in Podunk either.

Caveat emptor

[#7]

Yes not willing to allow upgrades for certain markets to GPON 150/65. Can't sell to more than just me, if you can not provide the service. So I too am 110% convenced it is market based anti competitive practices.

[#8]

I was shocked to learn that Verizon wanted to charge me $79 to upgrade a router after being a loyal customer for over 3 years!! absurd!!!