Verizon at Home

[#1]

You're welcome!

That's Verizon responding to the thousands and thousands of customers whom research suggests prefer our self-help tools available online, on the TV screen and even on the voice response system.  They're using these tools to get things done quickly and effortlessly, without the need for a phone call.

A recent Forrester Research report on self-help systems says that 36 percent of consumers surveyed "strongly prefer" to work out their customer issues themselves, online, and that only 28 percent would rather work their issues live, on the phone, with a representative. Among younger folk 18-29 years old, the online preference leaps to 46 percent, and the 30-42 year-olds come in with 42 preferring self-help.

Knowing, for sure, that a growing segment of the customer base appreciates and prefers self-service tells us a lot about how far we've come with the Internet and Web sites; with technology generally; and with giving people what they prefer.

Just 15 years ago, the Web was an exciting but scary place. Today, it's a place where we bank and engage the most private of data, boldly and confidently.

We think the time has come to acknowledge the emerging preference for self-help by giving our customers more ways to do things themselves.  For example, we offer tools like the In-Home Agent with automated links you can click to reset your Internet or your TV service.  And our Web sites at www.verizon.com and www.verizon.net have support tools specified to the home service you're working on and the issue you're resolving.  Even our voice system gives you the option to report a service outage and create a trouble report over the phone with no human contact.

It's not that consumers are anti-social these days. They just like quick fixes, and nothing's quicker than doing it yourself.  And they know live people are out there at the end of the phone line if they need them.

Have you used any of our self-help tools?   Let us how they worked. Let's see if more than 36 percent of folks who read this blog are self-help pioneers.

[#2]

I use the Reboot often since the DVR has a bug with how accurately it represents the amount of space left in percentage.  Over time as programs get recorded and deleted its accuracy drops.  An In Home Agent Reboot and it is accurate again.

Other than that, there really aren't any problems the In Home Agent is needed for since I have yet to need anything fixed.  And that is a very good thing!

[#3]

After the live help and service I got today, I can sure see why they prefer self-help.... "if you want something done right, you should do it yourself".

[#4]

I just had to say something about the sales department at Verizon! They don't seem to tell you everything about the products that we are buying when they are making a sale. I have got 4 great phones and very happy with them all as well as the great coverage area! However, I also purchased 2 gateway netbooks, and the sales team failed to tell me that if and when i would ever have to contact Gateway technical support that they want to charge me$139.99 for any kind of question that I may have regarding an issue. One has been sent back to Gateway and now the other one has broken down!!! SO what di I do??? I had to buy 2 more netbooks this time I chose the HP mini with free tech. support. Wish someone in the sales department would have told me about this first! Now I have 8 lines of service which 2 lines on the gateway netbooks are now suspended and just lying here and I have to pay $9.99 per month for both of them because they are not what I expected! Now since I have the HP minis, which I am satisfied with, I have to remind MYSELF to call Verizon every 3 months to keep those lines suspended! This does not seem fair to me at all! Why can't they just stay dormant since I work everyday as a nurse and now I'm going to have to WORRY about calling in every 3 months just to re-suspend service on the Gatewys!!!! I am very frustrated over the sales team there at Verizon, but tecnical support there ROCKS!!!!!

[#5]

I am a long time Verizon DSL customer. I recently wanted to add voice to my service as a bundle package. I had a closed loop connection for my DSL. This has become a real hassle to add voice. I have been on the phone for 4 day trying to get someone to figure out why my phone service is not activated and why my DSl is no loner working. I have been on hold for hours on end and have talked to many reps. But I get the same song and dance. One rep said I don't see a order another tells me it will completed the next day and then yet another tells me it would be complete for a few more days. I keep getting transferred to different departments and no getting anywhere. I even had time where they were to busy and the message would tell you to call back because your call couldn't be completed because of high call volume.  So here I sit on some else computer still with no phone service or DSL and then should have been done on the 4/6/10 and still no answers. I don't know what to do no more maybe I should find a different provider that has there head on there shoulders and would actually help a customer. How difficult is it to change my dry loop to a active line and add voice? I would appreciate any suggestions so I could get my problems resolved.

[#6]

lastchance123,

I apologize that it's been so difficult to add voice service.   If you still need help with this order, please email your full name, address and contact information to sharon.cohen-hagar@verizon.com, and we'll have someone get in touch with you.

Jim

[#7]

That's your twist on things. I never knew the day would come when I would say this....".Verizon Service Stinks".

I am new to FIOS. I filled the online application at the end of May requesting install date of July 1. In the application I gave my VOIP # and asked that it be ported from the other service Company.

Verizon came and the worker walked off the job leaving me without internet and phone and no monitored security system. The next day was better, when the Supervisor came with 2 workers but only just better. They caused my monitored fire/smoke detector to be down until now and my number has still not been ported.

Everytime I call I am put on loooong holds OR put through to other departments who do the same. Up to this morning I called 1 888 881 8161 and 888 553 1555 which are supposed to be Fios Solutions Centre. Same runaround. I hung up after being put through to another department and left on hold for 35 minutes.

Before I took FIOS I was using DSL dryloop and the same problems ensued. At that time I took my case up to the Marketing VP before I could get my system up and running.

Personnally I want to discontinue with verizon. Do you see now why people would prefer to fix things on their own? Your people and service is inept. We are frustrated and we must use a phone service. There is little choice out there. So don't put a spin on people's motive. If you were good they'll gladly want your people.

[#8]

canezzar,

Clearly, we haven't provided the level of service that you have a right to expect, and I apologize.  I've asked a customer service team to contact you offline so that we can get things squared away for you.  Based on the Forrester Research we cited in this blog post and our own surveys, we do think a growing percentage of customers like to work out customer-service issues themselves, but we also need to get things right on our end.  Thanks for bringing this to my attention.

Jim

[#9]

I have no idea if this blog thread is still being followed by Jim, but I thought it was worth a shot as I've been sitting on hold for over 45 minutes waiting to talk to a supervisor after exhausting myself through normal customer service avenues.  I recently purchased a Verizon Quad bundle from a door-to-door representative.  As a long time Verizon wireless subscriber I was quoted a price of $145/month for my home phone/TV/and internet.  I was told that in order to integrate my wireless into my quad play I would have to take my bill to a wireless store and they would be able to take care of it, and that I would be receiving %15 off my existing wireless bill when it was all put together.

I've spoken with Verizon service several times and have been told a different story every time I call.  One woman told me that I wouldn't have to do anything, that my account was already integrated and would reflect as soon as my first bill generated.  One person told me that I needed to wait until I received my bill and call back.  I received my bill at $160/month, which wouldn't be that bad, but I was told that my wireless discount was already included and that my full wireless bill would be added to that.  I was then transferred and someone tried to tell me with a straight face that everyone else was mistaken, that when the bills were properly integrated automatically the following month and that total would be $145.  When I told him that was less than either my current  FIOS or wireless bills separately, he became extremely rude, so I asked to speak to a supervisor.  After finally convincing him to transfer me I was put on hold.  I'm currently on hold as I write this, and have been for over 45 minutes. 

I found the link to this blog on Consumerist.  If I don't receive a response to this blog, I will attempt to reach Executive Customer service at some of the phone numbers they provide at Consumerist.  If that doesn't work, I'll start dialing executive assistants at the HQ until I reach a person that will listen.  I'm incredibly frustrated and wish I'd never left Comcast. 

Matt

[#10]

Just a quick update on my situation.  After 50 minutes I finally reached a supervisor, she promptly transfered my to the wrong department.  The woman there was nice enough to wait on the line while she transferred me back to front line customer service.  Spoke with the service rep and was then transferred to another supervisor.  Wait was only about 25 minutes this time.  Perfectly nice man offered to transfer me to the one bill department.  Waited with me while he got someone on the line, and then promptly disconnected me. 

Total time on the phone, 110 minutes.  I gave my phone number as account verification 5 different times, and explained to each succesive person how long I had been waiting, but nobody bothered to call my home phone number. 

Verison self-service isn't popular because it's good.  It's popular because it couldn't possibly be more inneffective than the live customer service program.

[#11]

Tide19,

Jim Smith has retired, but we're definitely still responding to comments at the Verizon at Home blog.  I apologize that you've received conflicting information through our normal customer service channels, and you've spent so much of your own time trying to chase it down.  I've asked our Social Media team to look into this for you, and they should be contacting you soon to follow up.

Sharon