I was amazed to find out that now that the new DVRs are available and I have been a loyal customer for over 3 years, patiently waiting and signing up for the official lists to get the new DVR hardware, I win the right to pay VZ $39.99 just to use the new hardware!!! Hardware that I pay monthly for anyways!!! Why is there an upgrade fee for something that I lease? This is unbelievable that we get charged monthly (and I am sure when I upgrade, my grandfathered 12.99 will go up too) and we still have to pay for the actual upgrade? Especially those of us using 6416s which cannot take advantage of new features of the new IMG1.9 (ESata and other features).
VZ, can you explain this? I bet if I was a new customer, I would get the new DVR without a $39.99 fee.
I just got surprised when my promotional price ended on my bundle. Since consumers lead busy lives, it would be nice if Verizon emailed us the month before a price increase so we are prepared for it. Getting hit between the eyes unexpectedly does not lead to greater customer satisfaction. The consumer should be given options as to whether they want to continue the current package or negotiate dropping channels, etc to stay within a budget.
A simple email that states - Don't forget! Your bundle special ends in 30 days. Please call Verizon if you want to change, upgrade or modify your current account.
I have had TV and internet service now for about a year and a half. My experiences thus far have been very disappointing to say the least.
I call this afternoon at 5PM during my JOB's working hours to ensure I got ahold of someone. I understand Verizon operates under "banker's hours" and closes at 6PM. Strange as other competitors don't offer that inconvenience. I finally get a woman on the phone after 15 minutes of sitting on hold only to get nothing but attitude.
She would not grant me access to my account. Apparently, because I don't have my acct no# memorized or my home file cabinet here at work, providing my social security #, address, phone #'s, etc. just wasn't good enough. With her "I could care less" attitude, I was FINALLY able to get her to help me after logging into my bank acct to tell her how much my last payment was. Even after I did that, she said I was at the wrong dept and she couldn't help me! She kept referring me to go online..Doesn't that take the service out of "customer service". If online is where all the solutions to my problems are, then what's the point of even having anyone answer the phone at all??
Then, she transfers me. Sitting on hold another 15 minutes, the next lady asks me if this is for service in NY...WHAT? I asked her why as I reside in VA. She said she was for NY accounts and therefore, she couldn't help me! Mind you, this is after her giving me trouble to access my account. A cable account shouldn't be harder to gain access to than my own bank account! It's like Ft. Knox just to get access to some cable and internet usage. Ridiculous...
After she tells me she can't help me, she tells me that she's going to transfer me AGAIN and after expressing the circles I was doing to get my issue resolved, she tells me that she will transfer me, but there's no way of her knowing where or who I will be transferred to??? REALLY? ARE YOU KIDDING?!?!?!
I was so put off by the previous reps lack of regard or care for my situation, treating me as if she could care less if Verizon lost me as a customer or the fact that I was not happy with the current situation, I started to explain my dissatisfaction of how this was being handled thus far to her. In mid-sentence, the customer rep cuts me off by putting me on hold! Leaves me there listening to that annoying music for another 20 min only to get transferred to a very nice gentleman.
After talking with him and feeling, "Okay, there's some hope here", he reveals that he's only tech support and after 20 min of filling me with hope, can't do anything for me at all! Why o' why would three reps send me in circles?? Why, as a customer to have to take so much time out of my life?? When o' when is Verizon going to reciprocate and meet my needs and requests??
At that point, the gentleman sent me to another dept, stating that they could definitely help me get my issue straightened out. The lady, luck of the draw, was just as sour as the first! I work in customer service and I was so shocked by the lack of courtesy and genuine care Verizon was offering to me, to say the least, I couldn't pick my jaw up off the floor! She was rude, talking over me when I tried to explain to her my situation and when I asked to speak to a Manager, she tells me that she won't let me unless I tell her why. WHAT? I mean, WHATT??? Verizon, please Verizon tell me that this isn't the way you do business and expect to keep customers, right?!?! As a customer, I have a right to speak to a manager, right? Do I have any rights here at all???
She then tells me that she can't help me because my account has been suspended. Uh, duhhh, that's why I'm calling! Soo, at 6:16PM, she tells me to call this #800.483.1807. How nice of her, right?! NO! I guess she just wanted to get me off the phone at that point so she gave me some bogus hope that I would get my issue resolved. Wow, I call the no# and oh look at that, the office is CLOSED! This is EXACTLY why I called at 5PM, took time out of my workday and ate into my employer's time so I could ensure that I got a hold of someone in time. At no fault of my own, being transferred in this cluster of call centers and depts, I missed it and by the time I got to them, they were closed!
I am frankly disgusted by the service or lack thereof. No one seems to care, or, at least act like it (for god's sake- customer service 101!), and Verizon wouldn't even bat an eye if I were to cancel.
After spending 30 minutes trying to remember my login info to get on here, I was finally successful in doing so. A shame it is that I have to go online to get good service, if that's what you call it. All I can do is shake my head to you Verizon and say "shame"...Shame on you for hiring people that have crappy attitudes and are not well equipped to take calls or customer grievances, etc. Shame on the trainers who failed in training these customer reps in providing excellent customer service.
Do you strive to be average Verizon? With all the buzz in the early stages about how wonderfully great Fios is, how cutting edge, I thought average wouldn't be good enough for you; not even great. Exceptional is the word I'm seeking and I'm not only saddened and disappointed, but angered and distraught by how I've been treated and how you have painfully failed to live up to people's expectation. Truly sad...
Since no one seems to care, my ideas for improving service and retaining more customers is as follows:
1. Be available AFTER people get off work; not just while they are working. We lead busy lives...It's YOUR responsibility Verizon to go out of your way for your customers; NOT your customers constantly having to go out of their way for you.
2. Better train call center reps so that they can at least "act" like they have a genuine interest in the customer's satisfaction and overall outlook on Verizon. Acting like they care goes a LONNNG way. If you want to retain customers at all, it is URGENT that this be addressed.
3. Get better organized. When I call, I shouldn't have to give you my birth certificate # or some other crazy personal info to gain access to my account. A simple phone #, SS# or 4 digit code, like what Comcast does, is sufficient. Arguing with me that what I'm providing is not good enough and trying to convince me to go on the web site to address my issues is a LOSE/LOSE outcome for Verizon all around. Ridiculous...(still shaking my head)
4. Shorter wait times or AT LEAST get XM radio as the on-hold music. When I have to sit for 30 min to an hour+ on hold, that annoying whining music is dreadful. If I have to wait that long, at least put on XM radio.
5. Update the call centers so that each rep knows EXACTLY which #'s are to which depts and which extensions to transfer us customers to instead of sending us on a wild goose chase that we have no control of. Sending to the wrong depts and then only to NOT be able to get assistance because your "closed" is not the right way to go about it at ALL!!
6. Care...common sense (or not?) Care about your customers. This is CRITICAL. It's only a matter of time, if nothing changes, before you will be begging customers to come back once they've gotten tired of putting up with this lackluster service.
7. Don't "black list" me. Just because my account is suspended doesn't mean you WILL NOT and CANNOT help me. If I call to do my due diligence and pay my balance HELP ME! What's so difficult about that, I don't know. BUT, saying you can't help because I'm behind makes me feel like I'm outcasted or shunned. Is that the way you, Verizon, intend to make your customers feel? Tisk, tisk is all I can say about that... (still shaking my head)
8. Do your due diligence... If I pay $404 to get my account caught up, why o' why do I have to wait 4-12 hours for service to be reinstated???? I did my part...you need to do yours.
I could keep going, but do you really want me to? Is this falling on deaf ears or are you turning a blind eye? It wouldn't surprise me at all at this point...after the experiences I've had, nothing would. Needless to say, the nails have been driven in...one less customer for you to have to worry about Verizon after tomorrow.
Over the past several years I have recommended that the Discover Card be accepted as a method of payment in the Auto Pay System. Verizon is the only company I interact with that does not have Discover as an option. When will this be available? Signed, Frustrated
byprisaz05-19-201210:13 AM - edited 05-19-201210:21 AM
Make your announcements about cost increases more clearly stated. Your CSRs go in circles too!
Now if you get that one more commitment before everything inceases wow!
Grandfather existing customers! Allow existing customers to make changes, and keep existing prices before the increase!
Verizon makes everyone pay to get rid of obsolete TV hardware. IE: QIP-6xxx that did not support 1.9 properly and will not support MPEG4 plans for their expansion and marketing! Regardless if your hardware is old or not. Verizon customer service just as everyone says, sucks.
Everything they say or do is written by lawyers, and read from a script. Not to mention they can't even read it right, because it sends them in circles too. Is it a $6 increase or $2 increase? It is $2 no wait it is $6. $6 is not going to make me go broke. But being nickle and dimed and strung along from one commitment contract to another just to get a good deal has me fed up!
I am strongly considering the termination fees, even after being with Verizon FiOS since launch. No one will give you a straight answer. I have been a strong supporter, but everything has gone down hill in the past 1-1/2 to 2 years. It has not gotten better but worse.
Read the items in red below. Everything I was told contradicts its self.
It was a pleasure to assist you. Your chat session has ended. Thank You.
Your chat ID number is xxxxxxxxxx. Please select Exit to close this window.
Print Copy to Clipboard Exit
A Verizon Service Representative will be with you shortly. Thank you.
Agent Jefferson has joined. (11:18:38)
Jefferson : Chat ID for this session is xxxxxxxxxx. (11:18:38)
Jefferson(11:18:43): Hello. Thank you for choosing Verizon and visiting our Verizon chat service. I would be happy to help you place your order.
For quality and security purposes, your session is recorded and may be monitored or reviewed. Please do not provide sensitive information such as social security, bank account or credit card numbers to the chat agent. May we view your account information, including the services you subscribe to, to assist you during this chat with respect to available Verizon products and services? You may deny us permission, which will have no effect on your current services. Under federal law, it is your right and our duty to protect your account information. May I have permission to review your account?
You(11:19:03): Yes. But make no changes.
Jefferson(11:19:28): Hello! How may I assist you today?
You(11:21:04): Does this statement mean that each box in my equipment bundle will increase $2 a month regardless of my current discount? Meaning my equipment bundle would go up $6 and not just $2?
You(11:21:06): Beginning July 15, 2012, the monthly rate for FiOS set top boxes, digital adapters, set top boxes in equipment packages and Multi-Room DVRs in equipment packages will increase approximately $2.00 per box. In NY/N-NJ/CT, only the monthly rate for digital adapters and set top boxes in equipment packages will increase approximately $2.00 per box.
Jefferson(11:21:57): Let me share the details with you.
Jefferson(11:22:17): Your price would go up by $2/month. Your existing discounts would remain there till Verizon is committed to it.
You(11:24:21): It is very confusing because it says per STB. I was told by another individual it would begin in May. My existing MRDVR equipment bundle I thought was for as long as I had the service?
You(11:24:50): MRDVR Bundle
Jefferson(11:25:15): I can understand that. It seems that you are currently having 1 MR DVR and 2 set top boxes?
You(11:26:00): From $33.95 to $35.95?
Jefferson(11:26:25): The current price of the bundle would be $33.99/month.
You(11:26:34): I mean $35.95 or $2 more
You(11:26:46): ok .99
Jefferson(11:27:37): The price would go up by $6/month since it would increase by $2/month/box.
You(11:29:34): So it would be $6 more, like I said. Not just $2 more. This would raise my total hardware cost to $39.99. So my discount I currently get would pretty much be eaten up by this increase.
Jefferson(11:31:09): I can understand that. Due to the cost of upgrading facilities with new technology and the rising costs of operating expenses, it is sometimes necessary for us to raise the price of products and services. I can understand your concern with the recent price increase. Please be assured that we strive to keep price increases to a minimum.
You(11:32:42): Ok so this increase makes everyone pay for Verizon to get rid of the QIP-6xxx series hardware and it really sucks. Just as I thought. Thank you for your time.
I think that DVR should be included with all sd set top boxes. We shouldn't have to pay extra for it and i find it weird that we have to pay for DVR every month. Its like saving videos on an external hard drive and watching a video on that as much as you want and deleting it whenever you want. Why is it something that we should pay an extra 17 dollars. If anything there should only be one charge for DVR, not a monthly charge.
Here's an idea for Verizon. So far in my session on MyVerizon I have been prompted to join paperless billing 3 times within the span of 2 minutes. I said "No Thanks" every time. Quit hassling me about it. When I say no the 1st and 2nd time, I mean it. It is such a nuisance.
There are two reasons that I continue to say no thanks. The first one is the fact that I do not trust your billing, and I need to review it on paper each month. An electronic bill is too easy to dismiss and not pay attention to. If you get your billing back in order, maybe I will consider it. The second reason is because I need paper bills for tracking expenses.
Paying on-line is very convenient, but only customers with Bank Accounts can set a date when they want their funds withdrawn from their account. Not so with us who use Credit Cards.
Our Credit Cards are debited the day we make the "Payment", which means that when I made my payment today (Jan. 24) the funds will be taken out today -- though the payment is not due until Feb. 10!! So Verizon has my money for almost three weeks to do with as they wish. Not a bad deal, for them. Rotten for me.
Ah ha, you say: wait until Feb. 9, and then pay. Fine, except I travel a lot and could easily miss making the payment. And boy, the late charge!
Simple solution, Verizon, and one that others use: let us Credit Card holders decide when we want our funds taken from our account, and not when you want them. Thank you.
Here is a Great New Idea for Verizon. Don't include the new fee for a third party vendor that you are about to impose on those who wish to pay On-Line. Obviously, it is an attempt to force the Auto Pay function for OL bill pay. It's a great idea for those who wish to use it and is clearly a useful tool for those who don't want the hassle or worry of having to pay the bill each month. (Out of mind, Out of sight!) But some people (like me) don't want companies to have open access to their bank acct., not even for a monthly bill deduction.
Last time I checked, most companies were trying to make it easier to pay OL. This may be easier for some, but more complicated for those not wishing to use AutoPay. Now our choice is to do your AutoPay or pay a Vendor fee or go back to the stone age and slomo mail a check each month to avoid the $3.50 fee. I'm new to the Verizon ViOS system and am so far not impressed with what I see. Unlike with Bright House, there is no Movies ON Demand as such, MOD means PPV movies and some free ones ON Demand. But not Premium channels On-Demand. Nor can one start a show over without 1st having recorded it on the DVR. Now we complicate the OL Bill Pay Function by saying go AutoPay or pay a fee. Again, Bright House OL BillPay is still free. Maybe my decision to switch to FiOS wasn't such a good one after all. I'm re-thinking that decision real hard and I hope I'm not alone.
Does it annoy anyone else that Verizon accuses you of having a past due account before the end of the due date? C'mon, Verizon - we know you're the only carrier in NYC that you can actually hear calls with, but that's no reason to engage in shady business practices! And at least fix the irregular capitalization if you're going to be falsely accusing me of paying late!
Many of us have automated payments. Even for those that don't, it's frustrating to come to the My Verizon sites and have prominently displayed on most pages ways to pay Verizon. When I'm logging in, I'm looking to manage my various services. Payment options could be "contained" to profile sites.
I admittedly was late with my payment and as such my account was suspended. My forgetfulness aside, having the option to still access my account information online and pay my bill should not be stopped. By locking a customer out of their account online you remove the convenience and ease of use for online payments. You offer the option to pay online as a free service, which I appreciate, but locking someone out of online access because of past due balance after only a few days doesn't make sense to me.
You're forcing me to not only make a call but then also charge me to pay my bill over the phone. If I had the option I would have just paid the past due bill online and went about my day. It may be a small inconvenience, yes, but if you are going to lock someone out for a past due payment I would say make it after a longer period of time or still allow a customer to if nothing else still have access to making an online payment even if not allowing "full" account access. Just a thought.