My wife and I live in NYC and both work your standard 8-6pm jobs, which carries two implications: 1) we are unlikely to sacrifice a day of vacation to stay home on a weekday between the hours of 8am to 5pm to have cable installed; and 2) we are likely to pay our bills, since we work for a living.
Seems to me that Verizon is looking to gain market share and would likely want to have paying customers. So, this begs the question: why is it that you do not offer evening installation, while the very competitor whose market share you are trying to erode does???
Living in NYC, I would venture a guess that I am not the only one in the city who is very interested in abandoning the "other guy's service" for the wonderful world of FIOS, but basically cannot do so because I cannot afford to sacrifice a day of my vacation to sit around and wait for an installation tech to come by (and we have no unemployed friends or family to help out)...
When I first signed up for FiOS 3-4-5 years ago, (I can't remember), I used to be able to get someone on the phone in a reasonable amount of time. A wait was no more than 5 minutes at the most. Now that FiOS has increased in popularity, I seem to not be able to get someone on the phone especially after certain hours. Either I get unceremoniously disconnected, or, a robotic voice says we are unable to transfer your call due to technical difficulties, or, even worse, I get transfered into a queue that never answers.
Let's face it, the automated system is limited in what it can do, it can only process logic that's already in the system, and the FiOS in home agent can be just as useless. I realize the in home agent was probably aimed at taking care of the easy issues, but people still need to be able to reach a live person when the automated agent and in home agent can't help.
Please take care of this. Verizon's been known for its customer service. Don't let this issue lessen our perceptions. Thanks.
Shouldn't the Central Office Main Frame be checking for Dial-Tone Leaving the C.O. BEFORE a Tech is dispatched??? Last time I had no service the problem was in the C.O., Now I'm going to wait 2 days before a Tech. can be dispatched ???? Very inefficient and costly method of dealing with troubles. Rolf B.
I once again today, for what must be the fourth time this year, received one of those official-looking letters from Verizon, the kind where you need to rip off the perforations from the side before you can open it, like with things like tax forms and jury duty summonses. On the front, in ominous white type on a black background: "Important information about your Verizon TV service."
Inexplicably I open it, and learn that there's a bunch of dense text within about "Credits for Loss of Service," "Parental Controls," and "Complaints and Customer Service."
NONE OF THIS IS IMPORTANT. This is junk mail. I don't need it to come in an envelope disguised to look like something important, or designed to trick me into wasting time removing the perforations because I'm afraid there's a problem with my bill.
Please stop sending communications that are mislabeled like this; if you simply MUST send this junk mail out, put it on a post card so I don't have to waste time opening it. Even better, stop sending it entirely and with the money wasted on postage, hire someone who can competently roll out 1.9 and HD BBCA already. Oh, even better! Fire the person who thought BET HD and Tennis HD were higher priorities!
I think Verizon should get rid of the Pin requirement needed to view your bill online! Isn't that why we have to sign in with our own unique user id and password? It defeats the purpose of having to sign in. It's useless that you can only get the pin via mail or home tel no if your not home and you're trying to see your bill you have to wait until you get home to get the pin or wait who knows how many days to receive the pin by mail. This extra step, to me, seems unnecessary, pointless and a waist of time! (Now I'm going to have to call custermer service, again, a major waist of my time!!!!)
I contacted one of your Live Chat representatives earlier tonight to help me with some questions I had regarding FiOS. (I have been contemplating switching from Time Warner to FiOS.) The representative was very patient and helpful...kudos to him. Unfortunately, the experience was marred by the persistence of the rep that I sign up right away, in spite of my repeatedly stating that I needed some time to think about it. I eventually asked him if he worked on commission. He said that he did, and that the only way he'd get credit for my order is if I signed up on the spot. If this is true, I am disappointed with Verizon. A policy that subjects both your sales representatives and potential (future) customers to such pressure does not present a service-friendly atmosphere. My interest in switching from Time Warner Cable to Verizon FiOS is not so much a financial consideration, as it is for the more considerate customer service that FiOS supposedly offers. Tonight's chat experience damaged that expectation somewhat.
P. S. I tried to send this through the customer satisfaction window at the end of the chat session, but got truncated because it was too long. I hope this reaches someone at Verizon.
I have a question about my home service so I went to the "contact us" section. The 3 most convenient & ways of contacting you (ask Verizon, email, live chat) are for wireless customers only. I could call you, but I don't feel like waiting on hold for an hour just to talk to a customer service rep in India who speaks very broken English & is therefore so hard to understand that it **bleep** me off to the point of me just saying "forget it" & hanging up. Do you think that home service customers don't have problems or questions too?
Was coding your In-Home Agent in AutoIt some kind of joke? Did some big wig exec decide to hire their 16 year old son as a programmer? "Yeah Dad, I know how to program. I make World of Warcraft bots all the time!"
Secondly, the fact that it's upx packed is bad enough for antivirus red flags, but then to top it off closeprocess.exe was included with it, which almost any AV will flag (even kaspersky).
Lastly, I should become a programmer for Verizon, since you guys obviously pay for garbage code. Easy money!
I subscribe to Verizon DSL, Verizon Wireless service as well as two telephone hard lines. Recently, I needed to contact repair service because both of my hardwire telephone lines had gone dead as had the telephones for other subscribers in my area. Fortunately, after a short outage, my Internet access via DSL again started working, but the various MyVerizon sites provided no easy and unambiguous way to report problems with my hard line telephone. After much exploring, I did get to page for reporting problems, but it really did not provide appropriate alternatives; it provide instructions for testing my line. No way would it allow me to indicate that I knew the problem was not in my house other than to request a service call. My problem was obviously a Verizon problem; no way four telephone lines go out at three residences simultaneously without it being a Verizon problem.
When phone service was restored 48 hours later, I went to cancel the repair requests that I had submitted. That was easy enough for the telephone line associated with my DSL service, but I've yet to figure out how to do it for my second hardwired line. MyVerizon at MyVerizon.com seems to be locked onto my DSL line and will not let me even send an e-mail message to Verizon about my second line. If Verizon wants me to save their technician a useless trip to my house, they need to provide a simple and logical way to communicate the status of my telephone status to their repair personnel even when repair personnel are swamped with service calls due to the rain.
Furthermore, I'd like a method to initiate call forward on my hardline telephone that does not require I make the request from my hardline telephone. My cell telephone could of been a back up for those non-operational line, but I could not activate call forwarding because the line was non-operational. When the telephone lines went out the day before Christmas, I expected them to be out for some time, and sought (without success) a way to get them re-routed.
Finally, I've found dealing with Verizon very frustrating and time consuming in part because I subscribe to multiple Verizon services all of which seem to require different user names. Although I now know that I've got to go to VerizonWireless.com for wireless and Verizon.com for hardline (or is it Verizon.net), there is still the Internet versus dialing password problem. I need a and all-numeric PIN to change my voice mail on my hard-line. The PIN to access MyVerizon on-line must be a combination of number and letters. So I've got one password for Voice Mail and another for MyVerizon access.
Bottom line .. I understand why Verizon was not able to provide personalize support during the heavy rains, but it would be to Verizon's advantage to facilitate subscriber's ability to communicate status in the field to repair people. It would have also been appropriate to have a web site / or bulletin board that clarified for subscribers the status of repairs to the equipment responsible for the neighborhood telephone outage.
There have been at least a dozen questions in the DSL forum from people who are struggling with setting up a third party router that they plug into the DSL router that you supply, and then can't get on the internet. They haven't set either router into bridge mode, and many of them don't know what bridge mode is.
The sad thing is, half of them don't even need an extra router. VZ advertises that new DSL customers get a wireless DSL router with their start up kit. When you send them a Westell model 7500, you are doing what you promised. I think you are doing what you promised when you send a Westell 6100G as well. However, the 6100G only has one plug for ethernet connections, so it isn't right for all customers.
Some customers receive a model 6100 from you, but unless I'm mistaken, that's not a wireless DSL router. So, as part of this idea, you have to make sure you're sending everybody a router than can, in fact, provide wirless access to the internet. That's what you promise.
The main part of the idea is this: you have to tell the customer about the wireless capability. Maybe you could fit the explanation into the explanation that goes on that installation CD you ship with the kit. That CD is really good when it comes to explaining phone filters to the neophyte. It should be equally good at explaining wireless internet access.
And, by telling them about the wireless access you are supplying for free, you'll cut down on the number of needless trips to the electronincs store, and on the number of configurations that you don't support.
Are these false positive indications, or true issues. It is bad PR for this to happen. Be it the other vendors' issue or Verizon's. I feel it justifies some investigation on Verizons part to prevent this type of false reporting, it if is indeed false.
Perhaps if these are indeed false positives, there should be some indication on the web site for the software as to what may cause this. It is a big deterent to use a product that recieves these type of warnings.