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0 Votes
INT6

The truth behind "Inspire Her Mind"

Status: New Idea
by INT6 on ‎07-21-2014 11:56 AM
Dear Verizon,
 
In her video blog "The Factual Feminist," AEI scholar Christina Hoff Sommers takes a deeper look at the facts and message behind Verizon's "Inspire Her Mind" ad.
 
 
Best, 
Factual Feminist Team
amby51

Improve Customer Service

Status: New Idea
by amby51 on ‎07-21-2014 10:28 AM

I recently cancelled my FiOS service after having service in several locations over the last 5 years because I have moved overseas.  The problem began with trying turn in my equipment before I actually left the country earlier this month.  The order to cancel (effective Jul 10) was set up with no problem and the agent handling it provided me with the nearest location to turn in my equipment.  However, when I got there, the people working in the store would not accept the equipment without an order number.  Since the agent handling my cancellation did not give me an order number, I had to call in again to get this number.  

 

Suggestion 1:  People working in the stores that are to receive equipment should be able to find the information related to that equipment and account without making the customer go through another phone call.  

 

After I made it through all the prompts and am on hold waiting for an available agent, another customer walks in and is told the same thing.  As I watch and wait for my call to be answered "in the order received" his call is answered, he received his order number, and completed turning in his equipment.  All while I am on hold.

 

Suggestion 2:  Actually answer calls in the order they are received.

 

After that was done, I thought I was home free.  When I received my electronic statement 2 days later on the 12th for another month's service, I thought there surely must be a delay in the system.  However, once I made it overseas and again had internet, I learned that my credit card used for auto pay was already charged for my next month's service on Jul 16.  

 

Suggestion 3:  Automatically stop auto pay when an account is cancelled.

 

Now, from another country, I am forced to try to get a refund for service that has not been rendered and should not have been charged in the first place.  Today, I am able to get through on chat to an agent.  She verifies that my service is cancelled as of Jul 10, and that a payment was credited to my account as of Jul 16.  She is NOT able to verify that my credit card that was just charged is actually going to be credited.  Further, she tells me that if the credit card or bank account is not linked to the auto pay account, I will be issued a check for my refund.  Which could take up to 60 days.  Why would it take 60 days for Verizon to give me my money back that they never had a reason to access to begin with?  This is in their error yet I have to wait for 60 days?  

 

Suggestion 4:  Agents should have the ability to verify the form in which a refund will be issued and the expected date for such a refund.  60 days is the wrong answer.

I have a good example of what I am talking about in my title. If you go here http://www.verizon.com/home/MLP/quantum75.html?X1=FQU512&promotion_code=JUNCT/W04&CMP=AFC-CON_2014-Q...

 

It says $5 a month upgrade from 50 mbps to 75 mbps upgrade and says limited time offer. Well I did qualify for this but now its expired, but if you click the upgrade for the $5 more  amonth upgrade the only offer it gives you is the first month free then $10 a month.

If the deals are expired REMOVE the webpages for the promos.

 

 

Status: Acknowledged
Please make In-Home Agent available as an app for the iPad, iPhone, and any other device as I am in need of assistive devices and besides I guarantee many of your other customers would appreciate it as well!
Status: Acknowledged

My FIoS died last Saturday - internet, TV, phone, all out. I tried the usual reboot of the router, no luck. I went outside to see if there was work being done.

 

Sure enough, there's a Verizon truck a few doors down, with a Verizon technician working on a neighbor's home. "So you're the reason my internet is down?" I ask him. "No, I'm just hooking someone up."

 

Hmmm. "So it's not possible that you made some mistake?

 

"No, it's not me." He drives away.

 

Two days later, Verizon sends out another tech to fix our outage, he comes and finds the problem...it was indeed caused by the tech who denied he could have caused it and didn't bother to check.

 

Thanks alot, buddy. If you had just considered the minute possibility that maybe, just maybe, you had made a mistake and went back up the pole to check and fix it, I wouldn't have had to wait for two days with no service and Verizon wouldn't have had to send another tech out to fix your dumb mistake.

 

Verizon, please train your techs not to be obstinate and overconfident when an obvious problem like this comes up, and to make an effort to fix problems they create. My outage could have been 5 minutes instead of two days, and you could have saved a second trip by another technician.

Status: Acknowledged
billb59

Verizon triple play

Status: Acknowledged
by billb59 on ‎07-15-2014 08:14 AM

Please offer the 79.99 triple play offer to current suscribers.

 

Status: Acknowledged
0 Votes
SanchoSteve

FiOS Speed Optimizer

Status: Acknowledged
by SanchoSteve on ‎07-12-2014 12:52 PM

The speed optimizer is a joke, it really screwed up my connection speeds, even after reverting to default settings. Please do something to correct this as I went from a 40mbps to 10mbps down. and from 30mbps to .6 mbps up. I should have trusted my gut and not installed it. now I have to revert my system to correct the issue. 

 

 

Status: Acknowledged
hwoolf3

service and support

Status: Acknowledged
by hwoolf3 on ‎07-04-2014 03:49 AM

The tie down bracket on my home holding the cable from the pole was pulled off by a falling tree branch.

My service was not interuppted.

 

I tried to use the on line suppoert chat but never got connected.

I then called the repair line on the telephone and I have been on hold for over one hour to report the problem.

 

It would be helpful if I could e mail or text the problem and wait for a response instead of waiting on hold for this period of time.

 

In the meantime I tied the cable up high enough so it would not be danmaged bya passing vehicle

 

 

 

Status: Acknowledged

I work from home.  My services went out today (phone, internet and cable).   I called (888) 553-1555 and it ran me through an automated troubleshooting steps.  The first was to locate the battery backup box.  I went to the basement, where I have several boxes...fuse boxes, a solar panel box, an alarm box, etc.    I could not distinguish which was the Fios box because it does not say "VERIZON FIOS" anywhere on the box.

 

SUGGESTION !: Label the outside of the box with Verizon Fios name and logo

 

The automated instructions said to get a small appliance to plug in to test an outlet.  I brought one with me. It said to locate the battery NEXT to the Verizon Fios box, and that the battery is about the size of a brick.   Since none of the boxes in my basement had a battery outside it matching that description, I pushed "0" to be connected to a live person.  He identified the box for me and had me open the panel.  The battery was INSIDE the box, not outside as the automated recording had said.

 

SUGGESTION 2: Change the automated recording instructions to say the battery is INSIDE the box.

 

I also noticed the Verizon logo was inside the box.  It really should be outside the box.

 

The phone rep helped me get the unit working again, after about 10 minutes.  He was very nice, but said he was unable to offer me a statement credit for service outtage or my troubles or time away from work or the fact that I had to use my cell phone minutes for the troubleshooting call (since the Verizon home phone lines weren't working)

 

SUGGESTION 3: Have a more comprehensive inconvenience compensation program.  I was inconvenienced enough to warrant some kind of statement credit.

 

I asked the phone rep if he could supply feedback to make changes (the ones I made above).  After some hemming and hawing, he said he could not take feedback on my behalf, that I had to go to go to www.verizon.com and select "Contact Us", and was about to get off the phone.

 

SUGGESTION 4: ALL phone repse should be willing and able to take feedback verbally from customers over the phone and send it up to management.

 

Considering the misinformation I had received so far, I asked the rep to stay on the phone with me until I located the propoer email.  He agreed.  I went to www.verizon.com and select "Contact Us", which is an online self-help reference library, not a feedback form.  He told me to click another link, the "Idea Exchange", which was a user community forum to post ideas, which the rep said was monitored.  It was clunky.  I had to sign in, create a screen name, and list my level of services (which I wasn't familiar with so I asked the phone rep).  But, I got through and here I am posting this notice.

 

SUGGESTION 5:  Phone reps shouldn't just say to "go to the website" to give feedback. The website is too confusing.   Had I just gone to "contact us" without him, I probably never would have seen the "idea exchange", nor would I have known that it was monitored by anyone other than other users.  It would not have occurred to me that a communite forum would be a place to make a complaint.  So the phone reps should offer to stay with the customer until they get to the right place.

 

I then also asked the phone rep for the proper email address to send my suggestion, and he said he couldnt find it, and that they "must have changed" the way they take feedback.

 

SUGGESTION 6:  Phone reps should be able to take feedback themselves, and if not, they should be trained on the most current ways how to properly do so, not just generally refer customers to this confusing website.

 

 

Status: Acknowledged

Hello,

Today I happened to use the Live Chat service within your In-Home Agent client. When the chat had concluded I happened to click on the Verizon Cybertrust Security Seal link on the lower left of the Live Chat dialog. 

 

It appears that the SSL certificate in use has expired quite some time ago. I would encourage you to update this at your earliest opportunity given that you have users confirming account information in these chat sessions. 

 

The link in question may be found at https://secure.omniroot.com/omniroot/seal.cfm?SEALCERTID=212409133

 

CERTIFICATION DETAILS

stateOrProvinceName: Maryland
organizationalUnitName: OSEIS_iws_6.1
commonName: collaborateext.verizon.com
localityName: Silver Spring
organizationName: Verizon Data Services LLC
countryName: US
Status:Expired
Expiration Date: 2012-12-09 05:12:27.0

Status: Acknowledged
nomoretyrants

Bring back honorable service for your customers

Status: Acknowledged
by nomoretyrants on ‎06-08-2014 12:39 PM - last edited on ‎06-08-2014 03:23 PM by Moderator

I downloaded My Verizon, not realizing it was a tyrannical program that will no longer allow me to use a browser of my choice. Now I am locked into using Google 100% of the time. I prefer Internet Explorer for a browser most of the time.

 

I tried to uninstall My Verizon but you tryants want total control of us, just like the government is working on. I won't give up on  trying to get rid of My Verizon and its browser control function, just like a browser redirect virus does.. I have had Verizon phone service for many decades and Verizon DSL for a few decades now also, but I am getting sick of the infestation of tryants in this country, from the government on down including service companies like yours. I am on the verge of discontinuing my service with you, totally, and if it happens, I am very stubborn and will never be back.You are even tryrannical about what your website will allow us to do, but that is very common on the WEB.

 

If you didn't get it, I am {word filter avoidance}!

Status: Acknowledged
PayingClient

Credit Reporting

Status: Acknowledged
by PayingClient on ‎06-08-2014 11:00 AM

I have been a Verizon client that always pays bills on time.  I'm attempting to improve my personal credit history. 

 

My request to Verizon has been to report my positive payment history to credit bureaus.

 

Customer Service tells me to call Credit Reporting - who tell me that this has never been done therefore cannot be done.  They will only report deadbeats, not reliable clients.

 

I asked for the name of a manager or at least a department to whom I can write to make this request and was refused.  I was given a general address for In-House Recovery but was ignored.  Called back to Customer Service -  the rep doesn't know who their Verizon boss is nor has any directory to give me even the name of a position to which I could make my request.

 

As a reliably paying client I would appreciate the cooperation of Verizon to provide this service that could be implemented to serve and to protect positive relationships with existing clients.

 

Thank you

Status: Acknowledged

Dear Fios TV development team,

 

I was probably one of the first Customers in the MD area to order the new Fios Quantum tv box, and it is all working great but it has one major drawback that I think should not be too hard to resolve. With my sic tuner now, the whole family can record all their shows and watch wherever they are in the house but what we are finding is after just a few days of recording, the clutter is getting to us. In a house with 4 people and each with different taste of shows you can imagine how it can be hard to pinpoint your particular show from a list of 20 + shows, So, I think it would be a good Ideas if the Fios development team would create s way for us to create our own folders where we keep shows that are of interest to us. for example: we would each have a folder name for each member of the family and when we are setting our recording we get to choose the folder where we want the show saved. What do you think?

Status: Acknowledged
locolou

Allow Users to Salvage DVRContent

Status: Acknowledged
by locolou on ‎05-29-2014 11:41 AM

My HD DVR (QIP7232) appears to have a bad power supply, but there is no way to save a perfectly good hard drive with all of my recordings! As someone who works in the IT industry, this is infuriating! I understand the limits you must put on protected content, but why does that preclude you from allowing us to protect the content we have in the event of equipment failure, especially when the failed equipment is not the hard drive!

Status: Acknowledged
Have you tried the suggestion here about attaching an external drive? http://forums.verizon.com/t5/Share-Your-Ideas-with-Verizon/DVR/idi-p/246459
dubraE

Connect VoiceMail to VZCloud

Status: Acknowledged
by dubraE on ‎05-21-2014 09:00 AM

Hello,

 

I have been a customer with Verizon for over a decade and I've always felt that I've had good customer service which is a reason that I don't Verizon being a little more expensive than some other carriers.  Recently,  I got a letter in the mail about a mandatory cut over to a new VoiceMail system that will require me to take a few steps and my voice messages will be deleted in 30 days of completing the transition. I was told that I could call a company if I wanted to have my messages saved.

 

Upon calling this company, they explained that fees for just 11-21 messages saved on a CD would cost me around $60! This seems crazy when a CD costs less than a dollar and shipping is minimal as well ($5-6). I have voice messages that are valuable to me - happy birthday wishes from relatives who are no longer with us, congratulations messages from when my daughter was born, even my barking dogs saying "hello" when I was on a trip for work. Verizon should really have considered connecting voice messages to the VZ cloud to allow customers to download their own audio files free of charge, which would be a much better service to customers, especially given the fact that the switch over is mandatory and members are already being inconvenienced a bit in the process. The audio files would be small, so it seems unlikely that Verizon would have space constraints in doing this. Instead, the work was outsourced and customers are having to either pay sort of crazy fees to hold on to their messages, playback the audio in a  speaker to speaker faschion, which will result in poor quality, or just lose those memories forever when Verizon deletes them. Yikes!

 

I hope these messages are read. It would be a great add for Verizon if customers could listen to/download their favorite memories off the VZ Cloud.

-D

Status: Acknowledged
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