Since higher bandwidth/more throughput was announced this morning (3/30), it would be nice if our home routers were upgraded to include GigE (gigabit ethernet) ports so all that lovely bandwidth doesn't get bottlenecked at the router and we can actually enjoy and use what we pay for.
Weird concept, I know
And don't make this something insanely easy for new customers to get and make it nearly impossible for current subscribers to obtain. I know there's no incentive for you to care about people who are already signed up, but it'd be nice if you pretended to care once in a while
I recently had an issue with my Internet service and I call tech support. Not unusual, it happens. My problem is that I could barely understand the technician and had to call 3 more times to resolve the issue. Okay that happens too. So today I get a call to see if my service was working and there were no more issues. I explained to the person calling that my issues took so long to resolve because the technician had a heavy accent and had asked if there was someone else I could speak too. I was told there wasn't anyone that I could speak to that spoke english better. The person explained that if in the future there was this issue that I should ask to be transferred to someone in the US!!!! WHAT?!??! i could not believe what I was hearing. I have to ask to be transferred to someone in the United States. It turns out the person who was calling me was in INDIA!!! I find this incredible that Verizon does this knowing that our unemployment rate is so high and our economy is in the tank.
So my idea is this. How about stop farming out tech support to another country because it may save money. Or whatever reason they might have for providing such a disservice to our country. The country they are based in and their customers are based in. If I put in my phone number and its in the North East US then I should be speaking to someone here not 10,000 miles away. Just a thought. Maybe I am wrong and maybe I am just a jerk for saying it. But I don't think so. I think that all companies should hire people in the country their customers are. Create jobs for those people who need them and perhaps use those services.
Okay I will get off my soapbox and shut up now. Have a great day America.
on 08-03-201209:23 PM - last edited on 08-04-201206:26 AM by ElizabethS
I've been a customer of fios for over 3 years. I've never been delinquent on a bill. I hardly call customer service for anything. I heard that there is a new fios router that is GigE and 802.11N, whereas my current router is 10/100 and 802.11G...
I called to speak with a csr and was told that she could not guarantee which router was sent from the garage and that it was the V3 that I wanted. She told me that if she could, she would... But instead to try the Verizon plus store near my house and that they would swap out my old 802.11G box for the new v3 --- and would do it for free.
So I called the Verizon store near my place... They were nice and said that unfortunately they don't have these new v3 boxes yet and that I should try calling Verizon fios directly because they can help me.
So I called. He person I spoke with told me I was mistaken and that I was given bad information. That they can only swap like equipment.
Seems like each department is given different information...
Which brings me to my idea.
a) train all staff equally
B) allow your good customers... Those that have recommended your service to many many many people... Those that pay their bills. To upgrade to the latest equipment...
Why would you penalize EARLY ADOPTERS?
Why would you alienate the same people who help your NPS?
It doesn't make sense. You have a better chance of retaining me longer and having me remain a promoter much longer - which will lead to a higher ARPU.
But instead you risk losing a customer and converting me to a Detractor.
AMC has some of the best new programming on television, but the Verizon FiOS feed is terrible. The quality looks like YouTube, or worse. A technician at my house confirmed today that the problem is with Verizon's satellite feed, not with anything in my home. There are also numerous posts about this in the forums:
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?
I keep seeing great offers for new customers and while I expect slightly better deals for new customers it is still important to show current customers you value their business.
I was recently informed by a Verizon chat Supervisor that only new customers can get the GigE router, even when problems arise due to the nearly decade old wireless support in the prior routers which is prone to interference.
However, I would not need the GigE router if my current router supported the 5 GHz band and/or DECT. When I presented my problem and solution to customer service I was informed that I could not swap my router out for the GigE router because only new customers are getting the GigE router. It's not a matter of download/upload speed for the wired portion, it's a matter of the wireless connection of the prior versions sucks when there is any interference.
Additionally, customer service reps should be able to send out exact replacements for remotes, not just the 2 device remote. Can you tell me why a supervisor needs to waste his/her time conversing with customers in order to inform them the 4 device remotes are no longer available as replacements and that I should contact customer service to get the correct replacement and/or possibly a credit for the purchase of a replacement.
Finally, why should I have to pay shipping for swapping out equipment because Verizon chooses not to allow one to swap equipment at a nearby Verizon B&M location.
So Verizon, you might want to slow your decent or completely reverse course otherwise you're verging on Comcast territory...but without the large customer base to remain afloat once that image problem takes hold.
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.
Verizon needs to be able to look up verizon truck license plate numbers to connect to their cell phone. I was on hold for with verizon for 45 minutes because they didn't know what to do! I WILL NEVER BE A CUSTOMER OF VERIZON AFTER THIS EXPERIENCE. I talked to them about 3 mintues from the 45 minutes I was on hold. HORRIBLE HORRIBLE HORRIBLE
Last night at 12:15 right in the middle of a good program, my DVR reboots. OK I get to miss about 5-10 min of the program. I understand at times it is required to force a reboot, but why and when? How about a message that the STB needs rebooting, and let the customer do the reboot after the program?
Put yourself in the shoes of any customers. When your services are down and you're working and have responsibilities, would you appreciate being told that you have to wait and be around all day at home from 8AM-5PM for a tech to come to your house? I don't personally know of anyone who honestly has the time or the patience for that and when that happens, I don't know which kind of inconvenience is worse: not having the services or having to sit home all day just for someone to come and repair the problem itself. It's very inconsiderate and I'm not blaming these CSRs for only having access to all day appointments in their system. It's poorly managed and I am sure that techs are on a schedule of locations. There is no logical reason why we, customers, cannot be at least given a 4 hour time frame to work with. Expecting customers to sit home and wait the whole day is unacceptable and unreasonable!
And I find sometimes that when I request a time frame, the CSR will be put me on hold 3 times sometimes while instant messaging someone in the dispatch department only to find that I can't even get an answer to my question. I don't know about you but my time is limited and valuable.
Listen to your customers and please do something about this. It's very unfair and just because we don't have the luxury of being able to quickly change providers doesn't give Verizon the right to take advantage like that. Verizon is a good product and I don't dispute that in the least but from a customer service perspective, I feel like Verizon doesn't care by only giving customers all day appointment times.
I'm not sure this is where my idea and/or complaint should be placed but, I placed it here because Verizon dosen't make it clear where else this should be done.
I am a loyal Verizon customer. Every way I communicate whether it through the Internet, TV, Home phone, Cell phones, Business phones, it is through Verizon. I might add that I'm happy with the services.
What I'm not happy with is the customer service. For a month and a half now I've been trying to upgrade my home DVR to the new Motorola STB. I started by contacting Verizon Fios Customer Service. I was told I had to order it online and that I could do thatfrom the "My Verizon" page. I couldn't. I then re-contacted Verizon Fios Customer Service and asked what the website was. I was told I needed to order the STB from a Verizon Plus Store. I went to the Verizon Plus Store and was told I could only order it online. I asked for the website address in which I could make this order and was given the address. This address tells you it doesn't work anymore and options that take you to the new service ordering page at Verizon. I finally got fed up and called the Verizon new service phone number where, I finally got a hold of a Verizon employee that had great customer service sense. He told me I could order this box because they were out of stock from Motorola and wouldn't have any of the new STB's until March. He told me the website to order it didn't work because they were out of stock.
Here is my idea. Verizon tell you're employees to just be honest with your customer from the beginning! The last person I talked to realized I was a good customer, willing to PAY for what he gets and just needed to be told the truth.
Wake up Verizon, **bleep**-ing your customers especially, you're good customers is totally unnecessary. Think about your good customers (ones that exclusively use you and you only) and do your best to keep them, good customers.
I run a business myself and not only do my good customers get treated well they are given discounts for their loyal and exclusive business.
This experience has left me paying more attention to the competitors offers.
Just a thought from a good and loyal customer who would just a-soon stay one.
Ok, it's not an entirely new idea since Verizon has been saying that they are working on making Verizon wi-fi available for the Mac for over 2 years. In the May/June issue (of 2010!) of the Verizon Spotlight they even listed it as being here! Now all they will ever say is that they are working on it. Supposedly they have have been for 2 years... It doesn't take 2 years to provide that access to wi-fi. How many man-hours per year has Verizon devoted to this? I would think that they have not been working on it at all, but rather have been using that statement as false advertising to keep us Mac users here. The Mac user base is growing and isn't "insignificant" anymore. It's only a matter of time before I and others will bail due to failed promises and head over to competition that takes Mac users serious.
So, this is the NEW idea I'm posting: Actually work on providing wi-fi access to Mac users rather than 2 years of promises. At the very least, give us a ballpark date of when we can expect it.
byas2higpark02-21-201311:22 AM - edited 02-21-201311:24 AM
I am a long standing FIOS customer and supporter, but I was disappointed to know that when I recently upgraded to the 75MB download speed, I was not able to get the new "N" router without a large upgrade fee.
The "G" router supports a Max of 54Mbps speed, so for wireless connections (for me 9 out of 10 possible devices), I am losing 30% of my speed right off the top.
When I asked a Fios sales person, they could not explain why customers who get the 150MB package get the "N" router free of charge, but the 75MB customers do not. We are both above the limit.
Please, someone from Verizon make this better and offer the new routers to customers who are losing speed without it.
byprisaz03-12-201110:12 AM - edited 03-12-201110:13 AM
All Verizon software leaves many items behind and actually still running after removing the product. Clean up your uninstall code so it does not leave so much trash on the system. Not to mention dlls and active code after you have removed the software.
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.