on 04-30-201108:10 AM - last edited on 06-02-201112:24 PM by DougVZ
Provide easy to view bundle pricing for existing customers. Make your standard bundle rates available for existing customers.
Then if you wish to give some type of loyal customer discount fine.
Don't play the same type of hide the real price that all your competition does. I have NEVER gone to Comcast and seen the real bundle price. DTV is second to you in providing the actual cost. But in some ways is more open. You know if you are existing customer you would pay this. But you are a new customer so you pay this. I am sure many existing customers would like this idea, and would have a much higher level of trust in Verizon.
25/25 Extreme no voice.
35/35 Ultimate no voice.
Or any bundle available to a new customer. What would it costs us existing customers? If we want to cut back on services because of financial issues, it is almost impossible without a threat. That is a very sad state of affairs considering today's economy! I have almost always come to some type satisfactory outcome with Verizon or I would not be around. But like I said it should not require this amount of effort!
I just cancelled my order with Verizon. Very disappointed, as I was looking very forward to having FIOS installed. I had a great setup with the 50/20mbps connection so was pretty excited.
The problem came, when not only did they miss their install date by over 3 days, is that they didn't even have the courtesy to notify me that it would not be installed. In fact, I had to call in at 3:50 (install time was 12-4) and inquire about my order. Only at that time, was install was not going to happen today. Now, when I contacted Verizon, they said, that it would be installed 2 days later, next day was going to be to do outside work, and the day after I MUST be home, because that was when install would take place. Day of install... nothing. Yet, I get a call saying, they would like to "RESCHEDULE" for a new date, as they did not have anything in the computers for the install. WTH!
I wish Verizon would appreciate their customers time. Much of my frustrations could have been handled if communication was taken place properly, and phone ops would do their job.
Unfortunelty, now that I wished I had FIOS, I am cancelling my order and going back to Satellite/Cable, at least they treated me with respect and appreciated my business. Enough rambling, I'll go start posting my FIOS experiences now on FB and forums.
Since we don't have the ability to customize our channel lineups such as removing Epix and Red Zone from the Ultimate Triple Play bundle. we should be able to create our own double or triple play bundles. I currently subscribe to the Extreme HD Triple Play Bundle. As far as I can tell it is impossible to upgrade my internet speed to 35/35 unless I upgrade to the Ultimate HD Triple Play for an extra $20 a month. This wouldn't be an issue if I wanted the extra channels, but as someone who doesn't watch sports, I have zero interest in the Red Zone Channel. I also have no interest in Epix so upgrading seems like a waste especially for the cost.
Either allow us to pick our own speeds or allow us to remove the bonus channels that are offered as a separate subscription for a credit. The result would be the same since I would either pay a little more for the faster speed or pay less than the Ultimate HD bundle for removing Epix and Redzone.
During my 31 year tenure with VZ and it's predecessors I was always amazed at how uninformed the marketing department was. It seems that nothing has changed. Every week I receive a colorful 11 x 12 FiOS advertising flier in my mailbox even though I am already subscribed. Everyone on the neighborhood gets the flier, as I'm sure everyone in downstate NY gets the flier. The problem is that the information on the flier is wrong. FiOS Prime TV is not available in downstate NY. I've sent back the flier 3 times over many months with the incorrect information annotated and nothing has changed. I am a fan of FiOS. I tout it to my friends and neighbors, but the success of FiOS will always be limited until you fix marketing and billing.
I just called to freeze one of my two Fios accounts while on vacation. Even after giving the correct account number for the service to be suspended, the wrong accouunt was instead suspended. 2 ideas; when referencing account numbers, even if they have the same phone number associated with them, it should be clear to the reps that there are two accounts under one name and they should know which one the customer is talking about. Second, if it takes one second to suspend the service, also make it 1 second to restore the service specially when it is a mistake, instead it can be up to 24hrs to restore the service but only 1 second to suspend it.
I called in mid November to ask a question about my internet billing. Of course, the rep had to tell me about Verizon Fios, and wouldn't I like to switch over to this great service for a great price... yada, yada, yada. I listened to the pitch (making sure to write down everything she said) and since the price WAS good, I decided to place an order.
I asked this rep several times, "Now, I don't want any suprises when I get my bill. You're telling me that for all of these services, this will be the price I will pay?"
"Oh, yes ma'am. The prices I have quoted you include taxes so you will most certainly know what you'll be paying every month. The prices are good for 2 years, there's no installation charge, there's no deposit, and there's no contract."
Well, she got 4 out of 5 right.
When I got my first bill, it was $80 higher than the price I was quoted. I did bear in mind that this was my first bill and that I was probably paying for pro-rated services for December as well as January charges. But still, I thought it was probably a good idea to call and get a true understanding of what I'd been charged and confirm that after the initial bill, I would be paying the price I was told when I ordered the services.
Let me say that the rep I spoke with on 01/25/2011 was extremely sympathetic and did his best to try and rectify the situation. But I was also told that the price I was given for the services I ordered was not correct. He said that my monthly bill for the first 12 months would be approximately $33 more than I was told, and I could add a charge for the DVR to that for the second 12 (since it would no longer be free, which I already knew).
Needless to say, I was not happy. I am EXTREMELY UPSET that Verizon reps are lying, deceiving, and just perpetrating outright fraud to sell services. It's not right. I didn't call Verizon to order anything, I called to ask a question about a bill for an existing service. I was courteous enough to listen to the sales pitch, and since it sounded like a good deal I placed an order, TRUSTING that the information I was given was correct. Big mistake.
I expressed my frustration to the rep I spoke to on 01/25/2011 and he was able to apply a discount for 12 months which will bring me closer to the price I was told when I ordered the services. I pointed out that the price I was given was good for 24 months. He said that the system wouldn't allow him to apply the discount for more than 12 months. So basically, it looks like I will be stuck paying $33 more than the price I was originally told for the second 12 months (in addition to paying for the DVR if I decide to keep it, which I probably won't).
I think this confusion and frustration could be avoided if you put offers in writing. All I have are prices that I wrote down from the conversation I had with the rep when I placed the order. I'm sure Verizon has some record of the conversation I had with that rep, but I have no access to them to prove what I was told. If Verizon would send out letters (either by email or regular mail) verifying the services that have been ordered and for the prices that have been quoted, I think you'd have a much higher level of customer satisfaction with regard to billing issues.
When an appointment confirmation Email is sent, there is a link to reschedule or confirm. When confirming an appointment it would be nice to have an acknowledgment that the appointment has been confirmed. Perhaps another Email saying the appointment has been confirmed.
After installation, the techie insisted that he had to plug a memory stick into my PC and run a program called "techwizard.exe". In itself bad enough - I wonder to how many virus infected home PCs all over NY this stick was attached before. But then "techwizard.exe" goes on and pops up a UAC dialog, asking for admin rights ?!??
I did a full forensics of the PC after the techie left ... the main reason for the admin rights seems to be so that you can drop completely unnecessary and certainly unwanted bookmarks to "verizon.com" into the browser settings for Administrator and All-Users.
Basic connectivity checks can be done by simply surfing to a Verizon web page, without requiring admin rights, and certainly without requiring yet another EXE from yet another potentially infected memory stick. If something doesn't work right, _then_ you can bring out the diagnostics tools etc, but ideally they should then also be accompanied by a techie who knows how to use them.
Can't print channel lineup in numerical format from PDF or the lineup page. Hard to track what is there and what is not when they are not in order. Change to the channel lineup page and select numerical or alphabetical and then try to print it. Good luck! It only prints what is in the current window, and not what is in the scroll buffer. WHY? Attempt to print a side by side comparison in any format, good luck! I think this needs immediate attention. Look A to Z and try and figure out what is missing at your tier or the one you are considering. That is what I am going to do. How are we to compare without the PC? I think perhaps if people had it in black and white it may get looked at in more detail prior to agreeing to something you may or may not want. Perhaps I am being cynical, but I don't think so. Perhaps I will look at and sort my lineup and make a printable comparison of all three tiers. This post had Zero responses and then was locked. Am I missing something? Could be. I have before.
files sorted 2 different ways: one my channel number, the other by channel name. The current procedure lists the channels in multiple columns, which is fine, except each column continues onto the next PAGE instead of to the next COLUMN on the SAME PAGE, which is the more logical way to organize it!
There have been improvements over the yers, but come one, make the print button print what is n the scroll buller and not one and a hal fpages of trash. Thank you
Here is a sample of what should be printable form the side by side comparisons. Or tattles from the channel lineup with the pretty little dot! Pardon the copywrite violations, but I had to give an example. The PDFs are nice. But make everything on your page work the way it should. Let me get a hard copy so I can actually sit down and compare apples to apples. See the attached PDF for Montgomery County Maryland. This is what is in the scroll buffer, why will not print.
I was present at my mother-in-laws house, when two workers arrived to install her new service. The one gentleman was nice, but the other was rude, nasty, and a horrible human being. I have never seen a person who hated his job more than this individual. He ignored my mother-in-law on numerous occasions, was short with answers and unprofessional. He left for dinner and returned ruder than before. I am outraged at the treatment, and would like to suggest that a worker leave a, work order form that list the names of the people performing the work, when a problem occurs the individual can be reported by his/her name rather then, "pathetic excuse for a VERIZON worker". Lucky, for Verizon, our building isn't Timer Warner Serviced.
I am so tired of having someone bang on my door insistently, ring the bell, bang again...to find out it is someone trying to sell me Verizon. As my user name suggests, I am a URI fan - especially men's hoops. Although I have season tickets, I like to watch the away games on TV or home games if I cannot make it....and of course, I cannot watch locally televised games on Verizon.
I will admit Cox is getting pricey, but when I am ready to change, I will contact Verizon. In the meantime I do not want your agents banging on my door, running to the back to see if I am out in the backyard, doing the same to my neighbors and I do not want those stupid snail mails desz\igned to look like USPS or FedEx priority mail.
Quite honestly, I did price a package with Verizon a couple of years ago and it was no cheaper than Cox...your ads sound good but for someone who wants the complete digital lineup, it was about $5 cheaper - which is simply nor worth it.
Please respect people when they tell you they do not want your product. Allow us our quite time at home at the very least! Your agents tactics are beyond annoying and one day I suspect (if it has not happened already ) someone will call to report an intruder is in their neighbor's backyard.
It seems rediculous that I can't modify my FiOS TV plan if I have an outstanding order for an STB. Especially if the STB is already active. Waiting 10 days to UPGRADE my HD service is just crazy. I have been around and around on this and no one seems to be able to make any changes to orders once they are in the system other than cancellation.
Please fix this. I think you will have happier customers.
I am probably jumping to DirecTV at this point since Verizon has a brain dead ordering system.
Does everyone know that Verizon cannot imput 2 different orders at once? I will give everyone an example of something I have been experiencing for the past several weeks:
I ordered 4 set top boxes for my house for home installation, I only received 3. P.S., 2 weeks later and numerous amount of phone calls speaking with literally 8 agents, I finally had the order placed for the delivery of the additional set top box. I then wanted to upgrade my package for more channels and was told that the order could not be completed for another 6 days. Reason being; You cannot process 2 orders at the same time. This is what I was told by the agent. If this is not true, than Verizon has hired incompetant people and I was mis-led. But if true, your kidding right? This is a multi-billion dollar company and they can't figure out a way to process two seperate orders? Direct TV can do it (and they are associated with Verizon!) , why can't Verizon? The idea is to try and give the customerbetter service and make it more convienent for the customer. We our expected to pay our bills on time (i know i do), we expect some courtesy. So tell the IT department to figure out a way to take multiple orders for the customer.
I would love to actually have a transcript of what the rep on the phone is offering in order to have proof of what was discussed and what offers were made. I was convinced a year ago to switch over to Fios from another cable company. My first bill was hundreds over what the rep had promised me. I spent over an hour on the phone being bounced around the country to be repeatedly told that the state the person answering my call was in couldnt handle MAss billing issues. It took an hour of calling and bouncing before I finally got someone who could do something. She made the promisesright. Until we were offered a free 3 months of a premium channel because of waiting over 20 minutes for tech support... Free came in a bill with a high price tag, we were already getting a free promotion and couldnt have more than one,,,, funny we never asked for a free service, just waited on tech support hold line. I take a half an hour to be on hold and to speak to someone about this free service and air my grievances about the lack of standing behind what you say. He says to make it right, for all my suffering and frrustration, he will extend a credit for my 2nd year of service. I get a new bill this month and low and behold, my 2nd year is even higher than expected. I cant wait till my contract is up.... Get a gift card if I recommend FIOS and Verizon to friends.... How can I when all I get is the run around!!!! Cant wait till 2012 so I can cancel!!!!!