Verizon has had some of the absolute best coverage and service I've ever had regarding internet, tv, and wireless. I have noticed, however, that the FIOS footprint is not currently expanded into the Peach State, Georgia. It is my understanding that the most widely used service, though not by choice, is windstream. This company from all accounts I've heard is the epitome of a failure in service and quality. I know that although many things go into expansion decisions, a large customer base must be one of them. I am most undoubtedly sure that should Verizon's residential capacity, in all it's forms, expand into the Peach State, then the customer base therin would expand and multiply exponentially. I currently live where the service is offered and am at loss knowing that when I return to Georgia in the coming months, I will have to give up such a fantastic and excellent -well worth every penny- service of both quality and professionalism. I will certainly miss the option of true 75/35 FIOS Quantum Internet and FIOS TV Prime HD.
I am moving and Verizon does not service my new address. I tried to get Verizon service, but could not. Nevertheless, Verizon is charging me $160 early termination penalty. While technically, I understand that this is valid under the contract, it is totally hostile to customers. Because of this, I will never use Verizon for wireless, phone, TV, or internet in the future. . . even if it is cheaper than other availabler services. If Verizon was interested in building customer relationships over the long term, then early terminations penalties should not be levied when Verizon cannot provide service after a move.
I receive marketing mailers from Verizon at least 4 times a week and sometimes more. I am not eligible for any of the plans advertised because I am an existing Verizon customer. I am always trying to find a way to reduce my bill. Perhaps if Verizon did not spend so much money on marketing to people with no chance of gaining a new customer, my monthly bill would not have to be so high.
Today I received an email from Verizon on what to do in a power outage. One of the suggestions was to "restart your Optical Network Terminal (ONT) by following these instructions." Clicking the link took me to the support page. After several minutes of browsing and searching, I found no information on restarting the ONT.
I have previously seen comments in the forum about resetting the ONT. But don't recall ever seeing instructions on "how" to do it. Again, search wasn't helpful.
If you are going to send out such emails, why not make them helpful.
Every time i call the 800# for customer service (frequently to talk about incorrect charges on my bill), i have to enter my information via the automated system. when i finally get a sales rep, they ask for the same information all over again. I understand the concern for security and privacy; however, Verizon needs to do a quality assurance check/audit to streamline the process for customers who call in for service. Between the automated system and the sales rep. it should not take multiple requests for the same information, which in turn takes several minutes and creates impatient, frustrated customers.
For reasons that are not appropriate for this forum, I contact Verizon on a fairly frequent basis. With each call, I spend an inordinate amount of time navigating through the auto attendant and wind up receive a message "we are attempting to connect you to the last agent you spoke with". The timeout waiting for "the last agent" is six minutes.
To date I can only think of one out of approximately fifteen calls where it would have been helpful to speak with the last agent.
On the surface it is a good idea to try to maintain continuity of service by connecting your callers to the last agent they spoke with. However, in practice, I have never successfully been connected to the last agent. So what this attempt at continuity of service actually provides is a waste of your customers time.
On to my suggestion… Add a choice to the auto attendant that allows the caller to DECIDE if they would like to be connected to the last agent instead of making the decision for your customers.
i had verizon til i moved to a better apt and now that i have moved we cant get verizon in this area and now have to deal with a horrible comcast!!! Verizon PLEASE get tv and internet service to the 23075 Zip code this is painful dealing with a crappy internet,tv, and Customer serive that comcast brings to the table. Help a grateful old customer to return to you.
The whole purpose of feedback is to learn from your mistakes as well as acknowledge when you're on the right track. When you post on your site that you've received accolades for being the best in customer service that should mean something. It should also be an honest tally of EVERYONE you contacted for feedback.
However today I received an automated request for feedback regarding a 3 hour service call from yesterday. The system said they would be asking me three questions. I didn't record the call, so I'm paraphrasing here...
The first question is did our service rep solve the issue to your satisfaction. dial "1 for yes" and "2 for no" I dialed "2 for no". I dialed "2 for no".
The second question asked me to rank my service on a scale from 1 to 10 with 10 being the highest and 1 being the lowest and to be sure to hit the # symbol afterword (once again paraphrasing...I forget how they actually put it). I dialed 1 for the lowest and typed # and the call hung up on me so I never got a 3rd question.
If you don't allow negative feedback, then your system of determining customer satisfaction is invalid and any mention of positive survey results should be taken off your site.
P.S. I'll qualify my answers in the comments since I don't want to waste people's time with the point I'm trying to make. You can call the hang up a glitch, but then I should have recieved a call back which I have not.
I used yo watch funimation all the time on fios. My son watches it on PC, but I preferred it being back on fios. As well as El Rey network which is on dish, comcast, and direct tv. I want to watch the shows on that channel. Mostly the FROM DUSK TILL DAWN SERIES. Hopefully fios will get them soon. I love their internet speed and channel but I will like it to get better.
Additional Ideas: Specific IP badwidth management and targeted wifi 'wormholes' to maintain a strong consistent signal to electronics opposed to a simple degrading radial degree.
I just submitted this to verizon who directed me here:
Verizon should make a page dedicated to where people can show off their Internet speed they are getting at their house with FIOS. Would help promote why to choose verizon over competitors..maybe.
I pay for 75mbps and I'm actually getting 75mbps now I used a new router and ran into my Verizon router. The Verizon issued router can only get as high as 50mbps download using a 2.4ghz wifi channel but consistently is around 35mbps download via wifi. According to Verizon Tech, the only way to get the full 75mbps that we pay for is to have a hardwire to the router. In attempts to regain the huge loss of mbps over wifi, I hooked up a Netgear N600 basic 2.4/5ghz router to my FiOS router and thereafter i did consistently get 50mbps on 2.4ghz via wifi...then when I switched it to the 5ghz channel my wifi speed skyrocketed to consist 75mbps download and 35mbps upload.
Verizon may want to give customers an upgrade router option so they can obtain the speed they are paying for. Pretty simple actually...Only a small production cost increase, which just like anything else these days, we are charged for the "upgraded option". resulting in nothing but increased customer satisfaction and increases profits.
For most non-tech customers, providing this will induce a perceived increased internet speed for same price increasing customer happiness and referrals. It's a win/win senario for everyone...you just have to give a little to gain a lot.
FORMULA :-) Happy Customers = Better Reviews = Increased Marketshare = More Money.
I really wish that we could skip over those messages that your automated line speaks when we call your tech support line. There are some of us out there who don't like to call the tech support line unless we really have a problem, and by that time we have exhausted all the troubleshooting steps that we could think on our own. Your automated line thinks we are all stupid and tells us to repeat everything we just did to try and correct it... Some of us may need it, but some of us DON'T!! We would appreciate it if the computer, and possibly, some of your techs, don't make us feel even more stupid, and allow us to skip over it. Just connect us to someone that can help us with our problems. This, of course, is the reason why you exist, is it not?!?
Powering off whole system to fix an issue and re-powering seems to be a fix for a lot of Verizon FIOS issues. I had to do it again today. I have to go unplug my master unit and then open the back-up battery unit and unplug the battery. Seems to me it would be a lot easier to install a power on/off switch on the master unit which cuts off connection to battery. I truly think at least 50% of your users would not be able what I had to do a few times b/c no internet connectivity. not dial tone on phone. I am sure my mother would not be able to do it, but I am sure she could flip a switch is a Customer support person told her where to find it and what to do.