Customers With Disabilities
Enter New Idea

Today I called Verizon because my line needed to be repaired.  It has been  running through my neighbor’s yard for some time and they are now renovating their house and keep disconnecting it.  I needed a repair person to come out and fix the line so that it is no longer in my neighbor’s yard.  It was not a complicated request, but because you have the most cumbersome and unhelpful customer service on the planet, it took an hour and a half to finally get a person on the phone who could help me and schedule the repair.  First, I had to go through about 20 minutes of voice prompts, messages about rebooting my system, problems in Topeka, Kansas or someplace that was not where I lived nor relevant to my situation, and on hold.  I finally maneuvered past that to discover that despite pushing the button for high speed internet that I was connected with a FIOS operator who could not help me.  Not only could she not help me, but she couldn’t connect me with someone who could.  Instead she put me back into the system where I had to spend another 20 minutes going through voice prompts, messages about problems in Topeka, Kansas, and on hold to reach another operator who told me that she could not help me because my account was handled by Frontier.  I again asked if she could connect me with a person and not voice prompts.  She didn’t even tell me no before she sent me into another 20 minutes of voice prompts.  The guy at Frontier was wonderful.  Unfortunately, my account is not with Frontier so he could not actually help.  In recognition of my frustration, rather than make me go through voice prompts and ridiculous messages again, he put me on hold for close to ten minutes while he maneuvered through the voice prompts and connected me to a person who finally was able to schedule the repair.  In order to make this phone call, I had to take an hour and a half off work because I get paid by the hour. 

 

I cannot imagine anything more inconsiderate than how you treat your customers.  It would be one thing if this was an anomaly, but in the four plus years that I have had Verizon DSL this has been exactly what has happened every time I needed to call with a service request.  I don’t call for petty problems like needing to reboot my computer.  I have called once because I was moving and I wanted to transfer my account to my house.  Not only did it take me over an hour to reach an operator and ultimately a manager who could help me, but then they cancelled the service at my apartment and turned it on at the house before I moved so I was without  internet for a week.  The next time I called it was because the cable to the house had become disconnected.  Again, because it is running through the neighbor’s yard.  That time it also took me over an hour to reach an operator to help me.

 

How much is your time worth?  As a lawyer I bill about $300 an hour for my time.  Thus, in total over the years, you have cost me over $1000.  Yet I keep paying you every month.  I’ve continued using your DSL service because generally it has proven reliable, but I can’t help but feel that you have no respect for my time whatsoever when it takes me an hour and a half to get through your system to talk to an actual person who then proceeds to ask me a lot of unnecessary questions about my computer and my router.  At this point, I am going to begin exploring other possibilities to provide me with DSL service.  Unless you can assure me that you are planning to improve your access to customer service and make up to me the fact that I just gave up one and a half hours of my day just to get my line repaired, you can plan on saying goodbye to me as a customer.

Status: Acknowledged
Coachmarine

Corporate Complaints

Status: New Idea
by Coachmarine on ‎09-15-2011 08:15 PM

There is no one on Verizon Site to file a complaint.  THey want you to spend, spend, upgrade, upgrade this or that but, you cannot file a complaint for poor service or lack of service. I paid for ESPN Gameplan and have been told it wasn't on my account, but yet I watched it last year, this year I got 4 of the 5 channels. I click okay to buy the Gameplan and it says its already been purchased.

 

 Etc....

 

 

Establish a Complaint Tab/Link on your website.

 My billing was wrong so I tried to find the number to contact the customer service, it is impossible to find the contact number. I found it from a customer complain.  Anyway I get call and get  the agent.

 

1. I am calling from home phone but agent asks long account number why can't the agent find the account number from the phone number.

2. Agent adjust the bill but tells me to pay the full what is stated in the bill. Why can the agent tell me I have adjusted the bill you and I pay the adjusted amount.

3. Why can't the agent or the system email me the adjustment details.

4. Make the contact number more easily available on your web site.

5. Web site has to much useless information

 

At best I grade the customer service as C- for this interaction with the agent and the Website.

Status: Acknowledged

First: Your customer service phone numbers such as 888-591-6075, 888-244-4440, 800-837-4966 all use the same answering system. In the first place save your customers some time by not making a fool of them and getting rid of those multiple numbers or use those numbers to directly connect to sales / tech support / business service. You say it does, but call and see: they dont do that. 

 

Second: Make your system a little simpler. We need to be rocket scientists to use your system. Ask for thousand information and takes to the wront place all the time. For example I entered by account number (need not to say you people assign million different account numbers to the same account/bill) and then asks for zip code and takes me to Dallas TX when i need a DC office and they put me back to the system and then call goes to FL. I have ner been able to get to the DC service without screaming at one and asking them to stay on the phone and then make the transfer.

 

Three: Your website is simply full of **bleep**. There are a million of un-necessary information. I am a business owner and your site provides so much information on how social media and blog articles and bla bla which is useless and those can be found anywhere on the web from more reliable sources. BUT if I try to add a service to my account or change the contact address of my account or something very simple, it is IMPOSSIBLE to do. 

I have a fios internet account and just tried to add fios tv. Gave me a fancy interface with prices, but when i try to add it asked me whether i am a customer or not. Selected existing customer and put my username and password to login which i use to pay my bill. Doesnt log in. Then put my phone number. Then that dont work. I put my address. Then takes me to verizon mobile site, which dont have jack about fios.

 

PLEASE RESPECT OUR TIME AND DONT WASTE IT. EITHER FIX YOUR STUPID PHONE SYSTEM AND WEBSITE OR PLEASE TAKE THEM DOWN. I REGRET SO MUCH HAVING A CONTRACT WITH YOU GUYS FOR THE INTERNET CONNECTION. IM SO READY TO MOVE FOR A 5MBPS CONNECTION WITH SOME OTHER COMPANY GIVING UP MY EXISTIN 35/35 FIOS CONNECTION JUST BECAUSE YOUR CUSTOMER SERVICE IS SO HORRIBLE. TAKE A LOOK AT ALL THE COMPLAINS ABOUT YOUR BAD CUSTOMER SERVICE.

Status: Acknowledged

The first 28 days of my Verizon FiOS TV experience has been abysmal.  I was given a Cisco CHS435 HD DVR.  Apparently this box is still being tested out, and primarily only in my area (Western New York).

 

The box is on old software, and lacks several (working) features of its Motorola counterpart.  Why you would give a new customer this box is beyond me.  People should be informed up front that they are being given a box that is still in testing.  I should not, as a new customer, have tech support tell me on the phone that they cannot help me because, "We actually have never even seen this box yet."

 

Give your existing customers a choice, ask them if they would be willing to try out a new product.  I've now had three boxes in 28 days. I've spent over three and a half hours on the phone with tech support trying to get things to work right.  Finally a tech came out and gave me a Motorola...

 

Unfortunately, he failed to deactivate the Cisco, so I had to, once again, spend an hour on the phone with tech support while they tried to get my box to work. (Perhaps the tech should not have left my house in the first place until everything was working properly?)

 

Overall, my time short with FiOS has been a giant headache, and the majority of it could have been avoided had I just been given an already tested product.

Status: Acknowledged
The Cisco set top boxes are new but fully tested. They have the same features as the Motorola boxes. The tech should not have left your house until everything was verified as working. Send me a PM with your info and I will look into specifically what happened...
TPETRI

Upgrade your terribly flawed software

Status: Acknowledged
by TPETRI on ‎02-15-2011 08:52 AM

Not a day goes by that I don't curse your DVR and Guide software for one reason or another.  I tried to make a list to give you but I just got angrier with every new entry and had to quit and go take my blood pressure medicine.  I can't believe that you don't care about your customers so I will give you the benefit of the doubt and believe that you just don't know any better.  Either case is very sad; no it's extremely aggravating to a paying customer.  Just to put your mind at ease, rest assured that I'm not talking about adding space-age features (yet).  My frustration and disappointment with your product is painfully  basic. 

 

For starters, it would be nice if the existing features worked as documented.  Many do not.  For instance, although my Series Recording Default is set to add new series to the top of the list, it only does so about half the time, putting it at the bottom the rest of the time.  Then there is the constant annoyance of having three levels of program information, each with more and/or different bits of information.  One with ALL the information would suffice nicely, thank you.  And lest we overlook that if you want that information about a program on the DVR Schedule to Record list, you can only get the Guide's first level and sometimes not even all of that!  Come on people, this is not rocket science (thankfully for the space program).  Don't you have any product developers with any common sense?

 

I will give you the benefit of the doubt (until I learn otherwise) and blame the content providers for some annoyances like program start and end times not synchronized with the system clock and erroneous program descriptions that force me to record all episodes because I can't trust the guide to tell me if I've seen this one.  If it were my product, though, I'd be putting some serious thinking power against those extremely annoying issues.  

 

Is there any forum where I can go to talk with product development people and open their eyes to just how terrible their software is?  I would be happy to compile an exhaustive list if I believed anyone would seriously respond to it.  Otherwise, I will have to remain an annoyed customer overpaying for an inadequate product and advising everyone I can to avoid buying it.

 

Tony Petri

Status: Acknowledged

This is the forum where you can talk to Product Managers. I am the exec that runs FiOS TV.

 

By definition software can always be improved.  There is no such thing as bug free software. You name the software... and I'll tell you its warts... even from the likes of Apple, Google, Tivo, Adobe, Microsoft....That's why we do 2 software updates a year.

 

IMG 1.9 delivers many improvements, especially to the DVR. You can set whatever guide data view you want to come up when you press info... The features in 1.9 came directly from customers...

 

Specific suggestions are way more productive in moving things forward.

Displeased

Service and Support

Status: Acknowledged
by Displeased on ‎01-19-2011 07:20 AM

Recently, January 5th, I went on-line to pay my VERIZON house phone and DSL service bill. When I tried to sign on my log on and/or password was rejected. I went to the encrypted file in my computer where I store passwords after trying 3 times because I must have gotten my sign on confused. Oddly, it matched what I had entered. I must NOT have updated the file when I updated my password, silly me. What I found out upon communicating that I had FORGOTTEN my password was that the sign on system had changed and I need to use a Verizon .net log on name that I had long ago abandoned because I preferred another email service. It told me I could NOT change this sign on name??!! I requested via chat to just have direct link to my billing account and was told I could not do this. TODAY I received this email notifying me that the system was changing. See below... I think it would have bee a good idea to send this info out BEFORE changing the system. That is my IDEA for Verizon. Give notification before hand rather than AFTER. Novel idea, huh?  

 

Your My Verizon User ID Has Been Changed

Dear My Verizon User,

We have launched a completely new My Verizon website (http://www.myverizon.com), with improved security, easier access to all our services, and richer features.

As part of this process, we are also consolidating access to all of your services under a single user ID. For customers who needed to use two user IDs to read their Verizon email (id@verizon.net) and pay their bill (separate user ID on verizon.com) or access their Verizon Call Assistant, we're now providing access to everything under this single user ID.

To make this change happen, please sign in to My Verizon with your Verizon Email (verizon.net) user ID. Access to all of your services (e.g., email, TV, phone) will be available through this user ID going forward.

Your current My Verizon (verizon.com) user ID will no longer work.

If you have any problems, you can use the "Forgot user ID or Password" link in the Sign in box, and select "Reset My Account" to retrieve your new user ID (note: no other changes will be made to your account).

For security reasons, you may be redirected to a PIN Request page when going to view your bill, even if you have done that earlier. Please follow the prompts to complete the process. You will only have to do this once.

Thank you for choosing Verizon, We appreciate your business.

Verizon Member Services.

Status: Acknowledged
Vashandra

Please Bring Fios to Oak Ridge, Tennessee

Status: Maybe Later
by Vashandra on ‎08-04-2011 06:35 AM

I have been battling with AT&T and Comcast for years. Comcast basically has a monopoly here. I had Verizon where I previously lived and currently have Verizon Wireless service and loving it. I just wish I could get internet through Verizon as well. AT&T's service here is rediculously unstable and Comcast is charging outlandish prices for subpar quality service. Please bring us a better alternative!!!

Status: Maybe Later
mhipsman

easier way to reset STB

Status: Acknowledged
by mhipsman on ‎03-25-2012 05:37 PM

Due to a few issues I am constantly having  1. STB does not respond to any remote control  actions  2. channels remap themselves so they are not  where they are supposed to be.  I need to reset my stb.  pulling out the AC power cord is a pain because of where the boxes are located. and  going thru the menus on the website are a pain in the **bleep**. Why cant we have a 3 button salute on the remote similar to  Ctrl-alt-delete on a computer

Status: Acknowledged
PEShrout

Improve 1.800.VERIZON

Status: Clarification Needed
by PEShrout on ‎08-01-2011 08:08 AM

The options at 1.800.VERIZON are limited and run customers in circles.

 

How about an option to talk to a "dedicated service specialist" in the first menu?

Once I got to the proper option I had to wait 10 minutes. 

 

Suggestions #2: How about hiring some more specialists so that the

adds with the crowds of Verizon employees rings true to customers?

 

Here is the message I received from Verizon that encouraged me to try the call system:

"For questions about this order, give us a call at 1.800.VERIZON (1.800.837.4966) and enter your billing telephone number (if applicable) to speak with one of our dedicated customer service specialists."

Status: Clarification Needed
Thanks for the idea. Are you still having an issue that needs attention from Verizon?
rpmveriz

Marketing

Status: Acknowledged
by rpmveriz on ‎02-14-2012 07:33 PM

Here's a great idea. How about you stop spamming my other e-mail address? I have no business relationship with Verizon, don't intend to have one, and will never have one now. Spam! - in this day and age. How low class. Who sold you my address?

Status: Acknowledged

Hello,

 

I downloaded the WatchESPN app to my iPad and have been spending considerable amount of time trying to link to my Verizon Fios account.   The only option that comes up is Verizion High Speed Internet for and not Fios and therefore  ESPN is telling me that I do not have access to all ESPN content and can only watch ESPN3 because of this on my iPad.  I have  Fios Triple Play and subscribe to ESPN packages.   Seems like others are also having this problem.  What's the deal?

Status: Under Review
Please understand this is not a good place to get support. I will take a look and see what's up... mine is working.
vztech

finish wiring the state

Status: Acknowledged
by vztech on ‎12-01-2011 07:10 PM - last edited on ‎12-01-2011 07:23 PM by Moderator

  This may sound silly ,but why not install Fios in towns that do not have it yet!!!

 

 Friends and family constantly ask when they can get it,and all I can tell them is I hope someday

 these towns already have verizon copper telephone service and only 1 town away is one of the first

towns in the state to be wired.

 

 So to whomever may read this please pass it up the line   Ringwood Needs Fios!!!!!!

Status: Acknowledged
OhioFan07

Better HOA Integration for My Verizon account

Status: Acknowledged
by OhioFan07 on ‎02-24-2011 06:45 AM - last edited on ‎02-24-2011 09:10 AM by Admin Emeritus

I get FiOS TV and Internet through my HOA, however the way the account is set up (HOA being the owner), I'm locked out of all the cool online features for my FiOS TV account.  It's not a small community so the problem is widespread.  For example, I can sign into My Verizon account, but since the HOA owns the account, it does not show that I have FiOS TV service it only shows my internet plan.  Same problem on the iPhone app, I can directly connect to 1 DVR, but I can not log in to my account for multiple DVR support.  I would like to see better online integration for HOA members even though we technically are not "owners" of the accounts.

 

Thanks!

-Alex

Status: Acknowledged
Technocrat

WOW, what a concept

Status: Clarification Needed
by Technocrat on ‎02-15-2011 08:21 PM

How about the MULTI-BILLION $$$ company VERIZON, actually put up a couple of million to support a 24/7 TECHNICAL SUPPORT TEAM like Cablevision.

OMG you MUST be joking, Verizon, no live tech support after 10PM. **bleep**

Status: Clarification Needed
Can you clarify what type of problem you were having? For what type of service?
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