I have FiOS for TV/Internet (no phone). My service is currently out, and Verizon Support has assigned me a ticket number. Supposedly I can go to verizon.com/managerepair to manage my ticket, but the first thing I have to do there is enter my Verizon phone number, which I don't have. My actual phone number doesn't work, and there is no place to enter the ticket number, which is the obvious thing that should be the solution.
This has been a problem for years. Any time I want to contact Verizon, they ask for a Verizon phone number. Getting support when you don't have a Verizon number is an enormous pain. It would be trivial to fix this, if Verizon actually cared about providing support for their customers.
First off, when a user signs up for paperless billing and creates a Verizon profile for the sake of dealing with said bill, they should have full access to all aspects of that bill. If my bill is online, I should be able to see any and all information regarding that bills, including PDFs, printing, etc after the initial profile setup. It should be an electronic version of my paper bill. Nothing missing, no fewer options. I didn't do anything "extra" after creating my profile because at the time, I didn't know I was missing out on any features and I was able to login, pay my bill, see how much I owed, etc.
HOWEVER, after I cancelled service (you will NOT take my net neutrality without a fight, sir), I needed a PDF of my final bill. Couldn't get it. Couldn't get a temporary pin emailed because, even though I had been emailed my bill for YEARS, the fact that it hadn't been verified, and remained verified for 30 days, meant I couldn't have a temporary pin emailed to me. Getting a temporary pin sent to my mobile phone was not an option. The only options were to have an automated service CALL my associated Verizon service number. Only problem...it was a DSL number for which I did not have a phone. OR we could trust in the good ole USPS to send me a temporary pin in a week or so.
Why is this process so RIDICULOUSLY archaic???? If I'm on the phone will Billing, they've asked me all the security questions, why can they not just TELL ME a temporary pin to get the silly "Full Access"? Or... strike that. Why do I not have full access when i first create my online profile?
Customers need to be aware of any related charges before the service is provided.
Case in point: I called in about a diminished signal and even after the technician had me go through all they can do, it was not fixed. They said all that can be done is have a technician come to my home. They stated further that if any inside wiring needed to be repaired I would be charged $91/half hour because I don't have inside wiring insurance. I asked how do I get that insurance and was told because I don't have a phone that I can't get the insurance.
I said send the technician, please. He came out and reset the top box and made some changes to the outside connection wiring and the problem was solved. (He stated that the tech who installed FIOS when I first got it should have removed the old Comcast connections and connected the FIOS directly; as a result, he had to correct his colleague's poor workmanship.)
A month later, I reviewed my bill and saw a charge for $91; I called to ask what it is for and found out I was charged for the technician's work. The customer service rep said she would look into it and get back to me; she didn't ...probably forgot.
Two weeks after that, I called to follow up and was told that all customers who have to have a technician come to their home are charged $189/hour.
My first idea: Inform a customer that they will be charged $189/hour if they elect to have a technician come to their home to fix a problem with their service equipment.
My second idea (related to the first): Allow persons who choose not to have a phone to buy insurance to cover when / if a technician has to come out to fix the Verizon equipment.
Then the customer will not be surprised when the charge appears. Or the customer can elect not to have a technician come out to their home and try to correct the problem themselves by researchning on the internet.
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.