Share Your Ideas with Verizon

[#1]

There have been many calls for promotions that relate to existing customers. How about we get rid of one of the unused boards, and dedicate a board just for this purpose. Listing promotions that are available to both Existing and New customers. With an emphasis on existing customers. Or perhaps Promotions for existing customers only. Now don't you think you would catch more fish if there were a pond in the community with this line? The Blog could have a promotional link to the My Verizon page with the available promotion, or special deal.

Verizon at home does not do this. It talks about new items and the latest news. But a place dedicated for items like the one posted below would help everyone. I learned about this special at the local retail store. Why not here?

Example.

http://forums.verizon.com/t5/FiOS-TV-Programming/Fully-Loaded-Entertainment-Pack-If-you-have-not-hea...

[#2]

I am a fairly unhappy FIOS customer.  I have had FIOS since October 2006 and was one of the first users within our area.  I enjoy the service but customer service is another issue completely.  It seems that you continue to make offers to new customers while ignoring existing customers. 

Your most recent offer (online) is triple play for $89 plus a free multi-room DVR for life and a waiver of the activation fee.  If you upgrade the plan to HD Extreme the monthly fee increases to $104.  Seems like a terrific offer but it is not available to existing customers.

I currently have the HD Ultimate triple play plus I pay for a multi-room DVR.  It is a lot more service and speed than I need.  I was upgraded to this service about a year ago when I called to complain about an increase in charges. I had signed up for a $99 per month plan for two years that expired at the end of 12 months.  I had to make continuing ongoing calls to resolve my pricing issues.  It was a painful and frustration experience.

In the last few days, I called several times to discuss service options and getting the multi-room DVR free for life as well.  The customer service representatives after lengthy discussions offered me the HD Extreme for $124 per month and would give me the free DVR if I agreed to another 2 year plan.  They felt like I was getting a great deal.  Considering the online offer, I would be better off cancelling my service and coming in as a new customer – this would save me about $20 per month.  In addition, I would never pay for my DVR again.

I guess customer loyalty doesn’t have much value and new customers get treated much better than existing users.  I have never received any special offer as an existing customer. When I see a special deal advertised, I call to inquire about participating.  The sales department always comes up with a deal that I don’t really need – hence the HD Ultimate package I currently have.   I was never contacted by Verizon but rather called because I continue to receive special offers for new customers.

There is a marketing axiom that is costs about seven times as much to acquire a new customer as it does to retain an existing account.  When do we get treated special and honored for our continued loyalty?  I will probably discontinue my service and become someone’s new customer so I can be treated special.  In fact, one of your customer service representatives suggested if I wanted to get the special offer that I should cancel and re-order as a new customer.  Seems like a ridiculous suggestion but demonstrates the silliness of the situation.

Bernie

 {edited for privacy}

[#3]

You can always reduce your plan without an early termination fee, just as long as you keep the same services. Such as if you wanted to drop from Extreme back to Prime HD. But the DVR and $124 sounds like a deal to me. Since the DVR is $16 or $20 a month. It sounds like to me they were realy trying to do what ever they could. If you subtract the DVR cost, it takes the whole thing back to $104. The Plan is $129 now and as an existing customer I was able to get the $5 off of my Internet as a loyal customer. Probably what may show on your bill. But Free DVR that upsets me! I have had FiOS since before there was FiOS TV. I don't even think there was a double play bundle. Just phone and 15/2. But if you have not had any movie packages in the last 90 days, this is one good deal for new, and existing customers. I bit! No way they will give an existing customer the $89 deal. I just got that in the mail, tore it up and put it in the trash. Market $89 to to existing customers. Err I hate bulk mail!!

https://www22.verizon.com/fiostv/web/Unprotected/Full_Access.aspx?pcatid=H8079