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
You all do a great job of setting up and confirming repair order arrival times. However, it would be nice that when you cannot meet the time you agreed to, that an email, text or phone call is made to advice this vs., having to check your web site to discover there are delays and your order has been delayed 1 to 2 hours from the latest arrival time provided.
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.
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
on 10-27-201204:30 AM - last edited on 10-27-201206:05 AM by ElizabethS
My Account / Account Actions, there is order status and repair status.
Add Order History, and Repair History, so we can track when account changes were made, or service repairs were ordered.
I realize repair history may be more difficult, but anything with a repair order number, or account order number for changes, should be accessible to display from a database for the customer.
I am not sure if tech support can see these, or who internally to Verizon can see these, but the customer should be able to see their history, without having to go though months or years of old bills. Perhaps a link to payment history can also be added here, since it is an account action. I know payment history can be found under the Billing, but it would be nice if the account history could be found all in one place for the customer. Depending on how those items are tracked, it may also help Verizon internally.
These changes may even lead more people to paperless billing if they can see their account history more efficiently online, other than going through bills. It would provide more confidence that Verizon has these items tracked in their database, other than just on the monthy bill.
I once had to talk to billing and show one month, and then the following month's bill just to prove that, yes it was there and now it has changed. So I still shy from paperless billing, even though a paper PDF can be downloaded.
Promote that in addition to the ability for downloading an electronic copy of your bill for archiving, account and repair order history is now availible online, and more easily found. Stop your paper, it is no longer required. You can now see a history of any change to your account.
First, your web site is terrible. I have not seen a site that took 30 seconds to serve up a page in a couple of years. Yet every one of your pages took 30 seconds or more. Two pages never showed up.
Second, I read those terms of service agreements. Yeah, I'm probably one of out of a million, but I do read them. You have an invalid statement in your terms of agreement for auto-pay. I believe it is item 6. It says something like "You agree to allow Verizon to:" That's it. You don't say what Verizon is going to do.
I declined to do the survey for your web site, assuming your site would be reasonable. I was wrong.. Next time, I will review your site.
I have now had to call in at least 5 times to clarify that I am not overdue on my account. Verizon chooses to have their site only refresh once a month. If you are credited after that point, and during a billing cycle, your Verizon account will not show any of these changes online. What kind of backwards methodolgy is that? Is this how you get your customers to overpay? Your customer service is also terrible.
My idea is to work on your customer service and to get your techonology up to date. Xfinitiy is. I do not expect to call in and each time need to repeat myself. I also want my account to always have the correct information. I do not have the time to continue calling in; most people don't. That is the point of being online and paperless.
So, don't get me wrong here BUT, if a company (ANY company) wants my opinion regarding the purchase of their services and any of my ideas, why would they not also make the return post card postage paid??!? I mean really, I don't mind giving you ideas/opinions but if I'm going to take the time to do so in writing (not via this method), seems to me the least you could do is NOT CHARGE ME POSTAGE for the honor of helping you. My time alone is worth more than the postage.