The phone menu appears to be useless. Every time a customer calls for an issue, there is a ridiculous amount of menu selections and info gathering. The automated system that collects the info does not pass along the info to the agent, and the agent that passes you along to the next agent does not pass any info either. Customer service is key to keeping customers. FIOS support is worst I have ever experienced. At the very least, the process could be improved to retain more info and improve the phone support.
SIMILAR TO THE WESTIN HOTEL APPROACH DIAL ONE NUMBER AND THAT PERSON THAT ANSWERS WILL TAKE CARE OF ALL YOUR NEEDS RATHER THAN BEING PASSED FROM DEPARTMENT TO DEPARTMENT TO INDIA INTO THE VERIZON SUPPORT VORTEX, NEVER TO RETURN...
BTW - I KNOW YOU DON'T WANT CUSTOMERS TO CALL AT ALL TO REDUCE YOUR EXPENSE AND INCREASE YOUR PROFIT. TOO BAD, THAT'S WHAT IT TAKES TO GET THE JOB DONE.
THE CURRENT LEVEL OF SUPPORT IS EXTREMELY POORLY ORGANIZED, THIS IS A LEADERSHIP PROBLEM AT VERIZON.
Our building has 40 units and is attached to and identical building with another 40 units in astoria queens on 31st avenue between 36th and 37th street. Currently we only have access to Time Warner Cable (direct TV is prohibited by building management) and the cable system is antiquated. We have to reboot routers/cable boxes every day or two, the guide freezes and box becomes unresponsive, the time on the set top boxes are out of sync, the internet router freezes up, peek times we get less than 1Mbs eventhough we pay for the highest roadrunner. This is not just my apartment, all neighbors are basically fed up with poor service and no options. I know it's expensive to bring FIOS into a property like this but if wire up both buildings in one shot the ROI wouldn't be bad.
If it's truly a recommended solution that would help consumers, then make it more accessible to Verizon customers and have it available for purchase online via the Verizon Accessories order page and at the local Verizon FiOS stores.
I have been making payments online for years. It is always a struggle of some sort. This month, I find that my payment from last month never went through and I now have to pay a huge amount by the end of this month. I realize I should have been watching my bank account more closely, as I usually do, but for some reason, this one got by me. I want to know, why I wasn't notified that my payment failed? The last information I have is a payment confirmation from the day I paid last months bill(or thought I did).
This is a serious customer service flaw! If I had been notified immediately, I could have corrected it immediately. And the only reason I am posting here is because the live chat with a human being is not available at present and making a phone call to this phone company is not met with a human. I'm very frustrated and thinking about dropping this company.
I already posted messages abt my horrible experience with closing our account; despite many protests, I am told that the customer "service' people can do nothing to help and I have to waste time calling in all the way from Singapore to ensure this is finally closed down properly. This, I am told, is because " Unfortunately the Sales and Services department does not have an online service available for cancellations". So my question is : "why not?"
And why are the customer service people incapabe of thinking outide of the box and sorting this out for me - they have a trail of emails to back them up if they feel the need to cover themselves so what's the problem?
Also why is the mesaging system on the website so clunky - it rejects all punctuation!
I'm so glad im no longer in the USA with its over dependence on phone calls. -so 20th century.
During a recent local outage I spent quite some time diagnosing and troubleshooting. It would be nice, and customer oriented, to have a conspicuous link for communicating information on outages. Brighthouse has this customer feature.
Note to Verizon upper management: having such a link does not indicate to the customer that Verizon is not reliable, but rather that the customer can be assured if/when an outage does occur they can quickly locate information specifying details of the outage and what to expect. This should serve to strengthen Verizon's incident reporting management efforts. Certainly it would make for better customer relations.
I would like to submit a complaint to customer service, however your site keeps bouncing me around and never offers the opportunity to email a complaint. So I am forced to do it on a community forum.
Phone lines are down, and I had to schedule a repair. You can't get a human being on the phone to discuss it. They expect you to commit to being home from 8AM-6PM, and won't give you a more specific time. Other utiiity companies give you a 2-3 hour window of time. Who is home without obligations from 8 to 6 these days? But I need my phone service back. So I am forced to schedule a day and hope that the repair person arrives when I am home, which will be on and off throughout the day. If I knew when they were coming, I could shift things around to make sure I am here. But I can't do that. Already I am very frustrated with the Verizon voice mail service because at least half of my messages get cut off, and I've had no resolution to this problem with the suggestions offered by tech support. This service issue doesn't help make me feel warm and fuzzy about sticking with Verizon.
I am wondering if Verizon has any plans to support IPv6 on FiOS and DSL even as a public beta before World IPv6 day.
Verizon Business has been quoted in Network World as participating. So far, Comcast has made you all look really bad regarding IPv6 support. They've done public trials, while Verizon has done just a tiny little employees-only trial.
If this is such a new and advanced network compared to the cable companies, why should it be hard for you to enable FiOS and DSL for IPv6?
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.
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.
I would like that Fios be more available in a town that partially has it. Mainly the area I am talking about is Turnersville, NJ. This would be great. My grandparents live there and would probably want to switch over from Comcast but cannot.
I'm sure I am not the only customer who wants both automatic payments AND a paper bill.
As a single person who has suffered repeated long term illness, I have had to ask other people to monitor my bill paying, make bank deposits, and generally "take over". I do whatever I can to leave footprints for those helpers to follow.
In the current Verizon system, if a person is not physically and mentally able to remember passwords, account numbers, and Verizon pin numbers, there is no way for anyone to get into the system to monitor the relationship. I'm sure there are many people in nursing homes and long term care facilities who are paying for phone service they no longer use at home. They may still own the property, but there is no one there to use the phone. Possible the phones have been removed but the service is still on and they are paying the bill every month.
You have designed a system that is one-sided in Verizon's favor. It is not unreasonable to request a paper bill for a utility relationship that amounts to hundreds of dollars each year.