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.
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?
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.
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.
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.
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.
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.
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?!?
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 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.
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!
I really find it pretty awful that your website has endless ways for current customers to add new services to their bill but NO WAY TO ACTUALLY CANCEL SERVICES online. I can't wait to call customer service and waste 45 minutes of my life just trying to end my services.