on 12-19-201208:34 PM - last edited on 12-21-201205:07 PM by ElizabethS
I have had so many problems since moving over to FIOS from Comcast.
The cable installation was great, but I never receive a receipt for what I had agreed to or whether the installation was completed. However, the Verizon installer spent 3 hours at my house, but most of his time was for personal time on his cell phone. He answered his cell phone several time in my presence, and chatted with friends for 10 to 15 minutes at a time. If Verizon wants to pay him for his personal time, that is their business, but if it cuts into my time, I charge $200 per hour, and I would like to be reimbursed for the unnecessary time that I was tied up for the installation.
As I mentioned, all the cable people, who I believe were contracted, were very good, and professional. But no one ever explained to me how to set up my voice mail, and I spent a hour or so wasted trying to find out how to do it (it was easy, but without knowing where to go, it was time consuming).
Next came my billing. I do not believe I received confirmation for what I ordered. Then I got an email for the bill for XXX, but when I followed the link in the email, as instructed, I was taken to the Verizon Wireless site, where only the bill for my wireless services were visible (nothing from FIOS billing!).
So I used the Verizon online system to request how to find my FIOS billing. That was several days ago, and I never heard anything.
Tonight, I decided to "do it my self" and after using My Account ID and PW for wireless, as well as searching for the website for bill payment (which I have a separate ID and PW, I found that if I used my FIOS ID and PW on Verizon Residence, I could see the entire bill with both FIOS and Wireless. That took about a half hour.
Then the bill was wrong ($10 per month overcharge). I would not care about $10, but times 24 months is $240 dollars, and it also was not what I agreed to.
So I spent another 10 minutes looking for a phone number to deal with billing questions, and then once I found the number, I spent another few minutes getting into the correct "line." An operator came on to speak to me 20 minutes later (unacceptable response time in my mind). She told me that if I phoned in the order, then the price that I was billed was correct, but if I had used the internet to sign up for FIOS, I was correct, and it was $10 lower. But the system would not tell her which method I used to sign-up. Retrospectively, I think I signed up with the internet ... but frankly, as a consumer ... who cares how I signed-up! I recall having to check on the internet whether FIOS was available in my area, and answering many question, so I strongly believe that I sign-up with the internet, and never spoke to someone. Well the operator could not make the adjustment, so I asked her who I could speak to who could make the change, and she said her supervisor. She went off -line briefly, and then came back and told me that in order to speak to her supervisor it would be a 45 minutes wait. I was prepared to wait (because now I was really agitated), but she mentioned that she could give me a coupon for $10 per month off (which would have made the adjustment that I considered correct), but that the coupon was only good for 12 months, and that I would have to call back in 12 months to get the same credit for months 13-24 of my contract. I accepted the offer, because the alternatives were just too painful, but I was, most importantly, a very dissatisfied customer.
In addition, I find the channel arrangement with FIOS cumbersome, and I hate that the channels are enjoy watching are mixed with all the channels that I do not subscribe too (lots of noise and hard to find my channels). When I programmed the TV for Favorites, or Subscribed, it works fine, EXCEPT when I turn the TV off and back on, I need to go to my FAVORITES or Subscribed (a two or three step process) to get to the guide that I want. This seems unnecessary for every time I turn on the TV I have to take these additional step.
Also, when I used the phone system it asked for my account number. I counted the numbers in my account number and it was 18 values I had to enter. Your are kidding, right? 18 numbers to assign an account, and you expect people to enter that to validate their account?
Basically the problems at Verizon FIOS can be placed in two broad buckets: 1) the system is too complex, from the TV guide, to talking to customer service. You need to simplify things, not add more bells and whistles! 2) the people in customer service are nice, but given the difficulty in actually being able to talk to someone, and the extreme wait times involved, and then the inability to address questions/concerns and issues of the customers because of inadequate information (could not tell how I signed-up) or the lack of authority (could not give me the full 24 months), as well as procedures that are not customer friendly (again, the need for me to call back in 12 months to get the credit I deserve and should not be hassled with applying for again in 12 months), shows that Verizon needs to seriously revamp and scale up its customer service.
I have only been a customer of FIOS for less than a month, and I will probably stick with my contract and give them a try. But FIOS needs to earn my loyalty over the next two years and make some improvement. Make it simple, improve your customer service.
on 04-08-201303:39 PM - last edited on 04-09-201302:17 PM by ElizabethS
It would be nice if your Customer Services Rep's have access to our billing information when the invoices are sent out. I had a couple of questions about charges and they could not answer me as they did not have access to the current billing cycle. No way to run Customer service if you have to wait a week or so before the Customer Services has access to your account information.
byprisaz10-14-201206:28 AM - edited 10-14-201206:38 AM
Allow better online account management PLEASE.
Gotta love the upgrade and renewal site. Everything including the chat says upgrade and renewal.
No options to downgrade and not renew. That cuts into the bottom line!
It would be nice to just have a site where it was account management, and not marketing. The account as it stands allows you to upgrade or downgrade the services you wish. But not without renewing your bundle. You must call in to change services levels without a commitment date change. It was always my understanding, and what I am always told when calling, the contract/commitment dates are only for the bundle of services. Like triple play vs. double play. As long as you keep the services in your bundle, changes can be made at any time without changing your commitment.
Also allow the customer to see what the true cost would be for breaking a bundle and dropping a service such a phone. Every time I call for information and talk to a different person, the story changes, as I get passed from one dept to another. Last time I tried to drop phone services, they tried to hit me with the full 24 month Early Termination Fee, or told me I would be charged $230. With 12 month remaining shown on the web site. Let us go into the upgrade and renewal site, or account management site, and remove a service, show us the ETF with total services cost, and allow the option to be in a commitment or not.Come on put it in writing.
There is only a place to manage premiums and extras. You can remove those, but since they are paid in advance, do you get a credit for the remaining month, and the following month since they are paid in advance?
byarmond_in_nj05-12-201308:02 AM - edited 05-12-201308:04 AM
When I view the MyVerizon TV listings, I sometimes use the Search box at the top of the page to locate items of interest. The box shows two tabs, "Movies and TV Online" and "On Demand." Unfortunately there is no provision for searching listings for standard broadcast programs. Many users have reported this issue, so there's sufficient interest in the problem.
I am a senior citizen who would like to learn Spanish using my Verizon TV. A huge percentage of our population is Spanish speaking and I feel disenfranchised in not understanding them. I can not afford the commercial programs offered for sale. I noticed that you do have some learn English programs for children but nothing for adults to learn Spanish. Offering a Spanish teaching program is a community service that is in my opinion sorrily needed. Hpin605
After years of signing in and managing my account easily, it is now a hassle. First I am asked to combine my Verizon email and my MyVerizon logons, and to do this I have to create yet another logon. Why can't you just merge the two? I shouldn't have to create a new one, just give my My Verizon logon access to the email.
So I skip the logon merge part and try to review my Fios TV subscriptions, and find that I can't do anything right away because "for my protection" you are requiring me to enter a some pin number. My logon and password should be enough security. If you want more, use security questions and answers like everyone else. The only options for getting this pin are a message to my home phone, a text to my son's cell phone (?), or the US Mail. Are you kidding? US Mail? Issues with logons to websites should be resolvable quickly and easily via the website. I shouldn't have to wait for a letter in the mail.
My biggest complaint about Verizon has always been customer service, and it doesn't seem to be getting any better with the changes to the Verizon website. It's crazy that I can't do anything with my account until I can get a pin number from my home answering machine, my mail, or my son's phone.
it is very dificult to choose the right option .,so many and do not apply some times it is nescesary to dial again. and over the internet i spend more time creating passwords..seniors citicents are slow sometimes like in my case thank you. llots of frustation
on 09-04-201203:10 PM - last edited on 09-08-201202:56 PM by ElizabethS
Please stop sending Get FIOS materials to those of us that do not have FIOS service available in our area. I get it in bills, I see something on my home page everyday. Today when I go to log in I have a popup about getting FIOS that I have to answer No Thanks Continue to My Home to get by. This is extremely bad customer service when you keep asking customers if they want a product that they are not able to have. As a paying customer, if you stopped sending mail and materials, some costs would be reduced, or at least used more wisely. I would presume that demographic information regarding service areas is avaialble to whomever is doing the mailings, solicitations, etc., and that such a large company would be much better at this.
Also I have taken particular notice that there is no place in the Support Tab PullDown Menu for Customer Service. Not every customer wants to report a problem with a service, but rather their customer experience.