The notification section should include an automatic notice when any new service, feature, or add-on (i.e., sports station, pay for movie channel) is assigned to one's account. Without this notice, you could be assigned an additional feature that you do not want and not know until your next bill.
I recently noticed the change to Verizon policy requiring customers to pay for a replacement remote control ($14.95). Why is there a charge to replace rented equipment? The whole idea of renting is so the vendor remains the owner and responsible party to ensure equipment replacement. Is the remote no longer a part of the charge paid monthly for each converter box? Will Verizon be lowering the monthly box rental to recognize that remotes are now being sold separately? You are charging bundle customers on average about $200 monthly or $2,400 per year. Does it seem appropriate to charge $15 to replace worn out remotes? If some customers were abusing the replacement policy, then address that issue directly by simply limiting the replacement cycle or requiring the return of the old remote. Please explain the thinking on this matter.
Sounds simple, but apparently it's not. For example, in your instructions on setting up an email account with Outlook 2010, in Step 9 of 10, you state in the instructions to be sure that the SSL encryption box is checked for the pop3 server and for the outgoing server that the encryption type is specified as SSL.
Unfortunately, your illustration does not have the box checked and encryption is specified as "none."
I lost a half an hour and my temper using the illustration to set up my account before I re-read everything and found the disconnect between the instructions and the illustration.
Why not hire an English major to read all of your instructions and and determine that the images actually match the instructions. Do not use an IT person for this.
Make it possible to email you or talk to a live person when there is a problem. I got hit with a $99 unreturned equipment charge. All I needed was a way to email you with the UPS tracking #. NO way to do it on your web site. Sat on hold went through the phone prompts and finally got a HUMAN. After we were done he had me write down the returned equip. # because he could not send it in an email. That is crazy! Why can't we talk via Email? You are a communications company, why in this day and age do I need to use paper and pencil to keep track of something like that? This is not the first time I have had this kind of problem.
My Verizon box started intermittent beeping. It turns out that the battery that provides battery backup in case of power outage needs replacement. I called the service number on the Verizon box.
The computer dialog explains that the intermittent beep is to alert to battery replacement, and then asks if I would like to order one, giving the price.
All fine until now. It then asks that I enter my 10 digit customer ID (as opposed, I suppose, to the 18 digit account number).
I'm standing in the basement!!!! Of course I will have committed the 10 digit number to memory! As an alternative, the computer asks for the amount of last month's bill, to the penny. I don't remember exactly? How can that be?
If you are going to require a 10 digit account number, tell me at the BEGINNING of the dialog, not at the end.
All you have accomplished is make me feel like whoever designed this dialog is an idiot.
on 11-25-201307:34 PM - last edited on 11-26-201304:50 PM by ElizabethS
On Nov 6 at exactly midnight my internet shut down. Called verizon to find out the issue and they said it was an update that wont be ready until 1am. I patiently waited since i was close to finishing up but it was still down at 1am and called back. They said it would be as late as 5am to get up and running. What??
On a normal night, it's not a big deal but this day was not normal. Boss gave me an assignment earlier that day and I needed the internet to do research for a meeting in morning. Ended up having to go to my local Kinkos to use the internet which was 25 min away.
Had I known this update was scheduled by email or text in advance I could of planned accordingly. But in this case, I was in the process of competing my research, waited an hour in hopes it would be back online, then had to drive miles away to finish up another 30-45 min and head back home. Didn't get done until 330 and when I came home the internet was still down.
I'm paying for a service that I'm expecting to be accessible at all times. You can't just randomly do updates and think that just because it's midnight, no one is going to need it (or care). It wasn't an outage or something beyond your control as pointed out by customer service so really there's no excuse not to notify anyone that an update will occur that day, at midnight, and for a number of hours. I mean if you can mass email people about your goods and services, I don't see why you can't do so for things like this.
Wasted a lot of time and money that I didn't think I should have and it would have been better spent on my actual presentation. I honestly feel I should be compensated for having to travel and use an internet service elsewhere, especially when I'm paying good money to "supposedly" have it at home.
I was searching for help when the site was having difficulties earlier. I tried the online support and I got someone who first blamed my browser (which turned out to be false because the site was actually undergoing maintenance), then that individual asked for my login information. Sorry, not giving that to anyone, especially a non-US citizen. I switched to the phone and called for support, and got a very helpful person (Jamar) who ordered my additional equipment and made the account changes I wanted. I asked to be transferred to leave positive feedback, since I believe good service should be reported, but when I was transferred, the mailbox was full and I was disconnected. It's dis-service to the employees if we can't leave positive feedback, and a dis-service to the customers if we get support that deserves negative feedback but we can't provide it. How about a link that for feedback that gets back the employee's supervisors? Heck it doesn't have to be complicated. Just stick a smiley face on there with an image of an envelope and the word "feedback" .
NOTE: This feedback is different from site feedback. There's already a site feedback link.
There should be another level of Phone Support that we can ask for if the original Tech person cannot deal with our Problems.
Yesterday I spent a while being taken through resetting my STB by the automated voice response system.
The actual problem I was reporting is in the new Firmware, nothing to do with the box itself, but it seems that I need to reset the box first to rule out it being a problem.
When I got through to a real person, the first thing he did, even though I told him it had just been done, was to Reset the STB again.
Then he told me it would be OK now, but if it was not then he would send me a replacement STB.
Well, it was not OK, but I knew that would be the case all along.
If there was a higher level of Support, then maybe I could explain what the problem with the firmware is, and they could add it to the next release. Also, there would not be so many replacement STB's being shipped.
As it is, if I need to get this problem fixed, I need to go to back to the support board and hope I get someone who knows what I am talking about.
I should say at this point that I have been in the Electronics and Computer Software Design and implimentation for many years, and so I really do know what I am talking about.
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.
The Actiontec routers have a USB port on them but it can only be used to provide internet access via a PC/Laptops' USB port. Allowing the USB port to also work with printers would be a great enhancement to the functionality of the router. By only allowing the USB port to be used for internet access, you are limiting the great functionality of the router.
I think Verizon needs better record keeping on their part when it comes to what their customers actually have. I received a phone call from Verizon about a special offer to upgrade my internet to quantum. Sales person went into the whole sales pitch only to be told I already have it and actually have had it for awhile.
Not only was the call pointless, the saleman could have been calling someone else who actually didn't already have it.
Verizon shouldn't be calling people trying to sell things the customers already have.
I got an email today notifying me that Verizon had received my monthly payment. For me this email is a burden, not a service. 99% of the time my checks are received fine. If I suspect a problem, I can look at my bank account. If Verizon realizes there is a problem, they call me. So this is an email I don't need. I cannot avoid reading it however, in case it contains some inportant information. The person I talked to at Verizon suggested I put the email in my junk mail folder!! That's nuts!! I talked to three people on the phone to try to fix this and I was told (a) I can't opt out of this email or (b) I was already opted out of unnecessary emails. I think this notification of payment receipt should be either (a) something I can opt out of or (b) classified as an unnecessary email. Meanwhile I'm going to forward them all back to Verizon, and let someone there waste their time reading unnecessary emails. If you can't beat 'em, join 'em.
2 years, the family never answered the house phone and only sporadically watched TV (very infrequently).
We mostly stream content from web sources like Amazon, Netflix, and others. We use mobile phones. For the last 3 months, we haven't even had a functional home phone.
After 2 years, we decided to drop the home phone and fios tv service.
This can't be done through my account on verizon.com. I was told by the chat service that I had to call 1-800 VERIZON.
Day 1: I call, and wait, and finally speak to someone who repeatedly trys to upsell me services that I just won't use. Finally, I convince that I shouldn't pay for services I don't use. He transfers me to someone else. Several minutes go by. I hang up. I have to go to work. I've already missed a meeting.
Day 2: I call, and wait, and finally speak to someone who repeatedly tries to upsell me services that I just won't use. Finally, I convince that I shouldn't pay for services I don't use. He transfers me to someone else. This someone else, whose name I won't say here, also tries repeatedly to upsell me services I don't use. I start to get really frustrated. I yelll at him. He responds with "I have to try to get you to keep the services." Unreal. Finally, I get really frustrated and threaten that I'll drop verizon completely. He moves to silence, offering info only when I ask.
As I reflect on this, if verizon customer service had just done what I asked promptly, I would not be writing this.
I want to make verizon understand that dealing with their customer service is incredibly unpleasant. Verizon has a really good internet product but a really bad customer support experience. Why I cannot simply do these changes online is beyond me. I can do all sorts of online account changes for many other service providers. But for verizon, it's a two day ordeal.
I really hope verizon understands that when someone matches their internet speed, they will be in trouble. Until then, I hope I never have to speak to a verizon customer service representative again.
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.
When a customer agrees to renew, they are doing that are a fixed service rate. Verizon should also fix the hardware rate for the term period, and only raise it on renewal.
Since you are locked into the service with penalties for cancelling, you need to know what your cost will be for the enture firm in advance. Either set top rates need to be fixed forf the term, or if Verizon raises hardware rates during your term, you should then have the option of ending your contract with no penalties.