Share Your Ideas with Verizon

[#1]

I keep seeing great offers for new customers and while I expect slightly better deals for new customers it is still important to show current customers you value their business.  

I was recently informed by a Verizon chat Supervisor that only new customers can get the GigE router, even when problems arise due to the nearly decade old wireless support in the prior routers which is prone to interference.

Granted, I could purchase from here: https://teleproducts.verizon.com/fios/index.cfm/eh/dtlsfromhome/526

However, I would not need the GigE router if my current router supported the 5 GHz band and/or DECT.  When I presented my problem and solution to customer service I was informed that I could not swap my router out for the GigE router because only new customers are getting the GigE router.  It's not a matter of download/upload speed for the wired portion, it's a matter of the wireless connection of the prior versions sucks when there is any interference.

Additionally, customer service reps should be able to send out exact replacements for remotes, not just the 2 device remote.  Can you tell me why a supervisor needs to waste his/her time conversing with customers in order to inform them the 4 device remotes are no longer available as replacements and that I should contact customer service to get the correct replacement and/or possibly a credit for the purchase of a replacement.

Finally, why should I have to pay shipping for swapping out equipment because Verizon chooses not to allow one to swap equipment at a nearby Verizon B&M location.

So Verizon, you might want to slow your decent or completely reverse course otherwise you're verging on Comcast territory...but without the large customer base to remain afloat once that image problem takes hold.

[#2]

I have as Apple TV box and I used Direct TV for over 10 years but was sold on "benefits" of being Verizon Customer.  My Bills are always undecipherable and for some reason, I'm paying lots more than this time last year when I signed up.  Support is lacking and when you do get a "live one", they always try to sell you more when your calling to find out why your  bill went up.  First chance I get, I will find an alternative to Verizon unless they become more user friendly.

[#3]

When are longtime Verizon customers going to be treated to the same offer as new subscribers?

[#4]

This is how it is shown.

http://forums.verizon.com/t5/My-Verizon-Account-Residential/Verizon-makes-everyone-pay-to-get-rid-of...

[#5]

I'm sorry for your recent frustrations in dealing with Verizon! We appreciate your feedback and I'll work to ensure it gets in front of the proper team within Verizon.

[#6]

I have just got off the phone and encountered a very similar situation, which seems unique amongst any company that I have done business with in multiple countries around the world.  My contract commitment to fios is now expiring.  If I sign up for another 2 years, i will receive a 25% increase in pricing but if i sign nothing and remain i will not pay the increase.  All sounds good, but the calvert is that I am told that the pricing can change at anytime when not in contract and the only way I will know about this is when the invoice arrives for payment. So by committing to a 24 month contract with Verizon, I will get a 25% increase and will not be entitled to get access to either the free dvr for life or a wireless router that is available to new customers.

The solutions appear to be simple.  Cancel the out of contract service and then sign up as a new customer to reap the benefits of a new customer, cancel the service and sign up with one of the competitors ( who are actively reaching out in the area where i live and who appear to have a thought for loyal customers ) or sign a contract and take a 25% increase in the costs.

The staff who answer the calls online agree that the systems seems unusual, but have no options available.  

Heather_VZ, when you say you are working to get these frustrations in front of the right people, what does that actually mean? It is certain that your competitors are taking note of the situation and are actively pursuing the fios clientele. Time is of the essence if a loyal customer base is to be retained.

ps i like the fact that your spellcheck doesn't recognise the word fios...

[#7]

Jools69,

 I just had the exact conversation with Verizon that you had. They do have any loyalty for the current loyal user who dedicated to use Verizon services for te past two years. I also asked about the getting the free DVR and HD box set that new customers are recieving and i was told that this is for only new customers, no ifs ands or buts. They are also going to force me to leave and go back to Comcast for a period of time and then go back to them as a new customer. This is ridiculous! At lease let me pay for the DVR and HD box top so I am no longer paying the 35 per month.