Share Your Ideas with Verizon

[#1]

I had the unfortunate experience of having three of my Verizon services fail at the same time - Internet, phone and TV.  It took three people from Verizon to schedule the service call.  THREE!!  That is ridiculous.  I was asked the SAME questions by all three individuals.  It started with the initial representative.  Who took all of my information then informed me that she couldn't schedule the appoint.  I had to be transferred to a supervisor who asked the SAME questions.  After that, I had to be transferred to dispatch and quess what...I had to answer the same questions again.  Do I have pets and is this a gated community.  Perhaps if you streamlined your process your costs would be reduced and you could afford to train your people to provide better service or you could afford to purchase and link your systems together.  Your services aren't cheap.  However, to place a request for service leaves a lot to be desired given the cost of your service.  I pay over $2,400 a year.  You may want to invest in a consulting firm to come in a do an assessment on your processes or you may want to consider using Lean Six Sigma to improve your processes.  Something is terribly wrong.  We won't even get into the "service updates".  They are an absolute joke.  I received a text message at 8am stating someone will be out by noon.  Then I receive another text stating I am scheduled for service anytime between 8am - 9pm.  Seriously?  Lastly, I received a call from someone stating they will be out between noon and 2pm.  this is seriously a sad situation.  Verizon use to have good service now there is nothing setting you apart from the Companies on the bottom.  Is Verizon the new bottom?

[#2]

I agree. I had a friend tell me that he was on call for more than 1 hour to report his all services out and get a tech appointment. He was done with all troubleshooting within 15 minutes but the agent had to wait on hold to get approval and then had to call someone for whom he was on hold for more than 30 minutes. That someone had to talk to my friend jsut to confirm some details about appoinment. So he was on hold for more than 30 minutes to talk to someone for 2 minutes..