They assume that the customer is a complete technical **bleep** and doesn't understand the problem.
You need to flag customers into categories: (a) technology beginner; (b) technology medium; and (c) technology expert. You can do this by asking the customer to rate themselves or by asking some questions that will easily tell in which category to place the customer. Then when that customer identifies himself or herself by account or name, that category will pop up on the screen so the call center person doesn't ask an expert "did you plug in the modem?"
Using the telephone menu system provided by the 1-800-VERIZON number works adequately for account and billing questions. But it is horriblefor getting any help with a technical issue.
I have two recommendations:
1) Provide a menu option that will switch one to a human technician immediately and make sure the option is available on EVERY menu. I have tried to use the menu system to resolve issues and have had no success. There are even portions of the menu system that do not offer a relevant option when you get there!
2) Make the telephone system menu tree available for browsing online. I believe that most caller's with technical issues would love the ability to browse the tree to see if there problem is addressed. Users would know right away whether or not their issue is addressed, read the response immediately and may not need to call at all! (Also, there's no double in my mind that users would soon find issues with the tree!) I understand that the menu system is intended to be navigated by a telephone keypad and can be accessed from any touch-tone telephone in the house. Especially from an easy-chair while viewing the issue. But what is 4G for?
1. Do not give, and transfer callers to, six different numbers for "expert" tech within 24 hours, one of which leads to the Solar Compound Social Network if called before 9 a.m. eastern and another leading to someone who tells us, in no uncertain terms, that he gets paid before telling us the time of day.
1. Find a way to, after someone has the service for two years, solve the problem of set-top boxes locking up on the guides.
2. When a technician is set to the home to evaluate problems and he works on the "brains" box, train him not to leave the customer's burglar alarm phone line disconnected for more than 6 months at $46 per month.
1. Find a way to determine if a customer's voice mail is working properly before the customer gets the voice mail that his aunt has dropped dead in his mother's home TWO DAYS late.
1. Teach techs to transfer calls without dropping the call entirely or sending the caller to a completely different person or department than the one intended.
I received a booklet from Verizon in the mail today. To the right of my mailing address it says "In an effort to keep our customers updated about FIOS TV, we'd like to share some important documents with you for review". Well, that seems nice. Then I turn it over and look at the title on the other side and it says "Fios TV - 2011 Annual Customer Notification". What? How is something dated 2011 when it is now the middle of March 2012 keeping me updated about important information? It's already over a year old!
C'mon Verizon, how about either a little proof reading or getting this important stuff out in a timely matter? Please?
It appears that all the FIOS installs around here are defaulting to WEP (weak) and all are being installed to the same channel (6). Are the install technicians trained on implementing WPA, or it's derivates? If not, that's a weak point that should be addressed.
I use my home computer to, among other things, host a mailing-list for a fan-club of a contemporary Russian poet. The total list of subscribers is about 40 people and messages are, on average, rare.
However, when a discussion picks up, the number of e-mails can briefly spike easily exceeding Verizon's "you must be spamming" threshold. Imagine: one person asks a question and two others respond. Both the question and the responses get sent to the list, so that's 3x40=120 e-mails. If the discussion gets any longer, the e-mail account gets suspended for several days for exceeding the quota...
I understand, why Verizon rate-limits the outgoing e-mail sending and don't object to it in principle. However, the current implementation has a major flaw. When the threshold is exceeded, instead of blocking all subsequent messages with a permanent error (5xx in SMTP-speak), the server ought to issue a temporary failure (4xx in SMTP-speak).
This would block any spam-bots just as effectively, but allow legitimate messages to be properly queued by the sender's computers for resending. The 5xx code signals a permanent error so instead of being queued, the innocent message is suddenly bounced.
A friend of mine is an RCN-subscriber and we know, that RCN implements rate-limiting exactly this way: if you are sending "too much", your messages will start being temporarily rejected for a while.
i got idea u guys need to put Verizon in my area we got this frontier DSL its fastest in my spot is 3mb down an cost $60 cable is only thing good but cost to much right now i got around 30mb an 7 up for $75 they got 100mb down but it cost $200 an 250 to install so if anyone from Verizon can help i live in pa an my zip is 17980 i am like 30 mins for Harrisburg an they got Verizon so plz help
Last time I checked Verizon is one of the largest TV, Internet, Phone, and IWreless providers. Yet for some reason whenever they mess up our billing it take repaeated phone calls with the billing department, supervisors, retention people etc... to get incorrect charges fixed. Often times one thing you are told on a call isn' t honoured the next time and the customer is never given confirmation of what they are told or promised. Little verification of dates, cost that will be credited back, etc...
All this forces the customer to take detailed notes, request the billing person on the phone to take notes in "their system" all to track that yes we did talk to ... on ...date abot... and were told there would be a credit of..... The 3rd of 4th time you have to call back with notes for all the conversations is a pain.
We have asked several times to have the person on the phone e-mail, or send me some confirmation of anything we just discussed. Each and everytime we are told: "Sorry I can't... our system doesn't have the ability to do that". I find it hard to belive the largest ISP and wireless provider can't text or e-mail me a confirmation of something we discussed on the phone. I imagine Verizon as a large company would rather not allow it's customers to have that record. why would they volunteer to have a paper trail.
So my recommendation is Verizon should be a little more transparent and allow their "System" and customer service reps. the ability to send confirmations of conversations, claims, credits, or billing adjustments. Somehow you can reach us just fine if you want money from us, but it's odd how Verizon can't contact me when they have screwed something up.
I would like to offer a postive response to the service I have received from Verizon. Since changing all of my services to Verizon, I have NEVER had anything but GREAT service from Verizon. Whether in my home or on the internet, Verizon's service representatives have ALWAYS fixed my problem, while being professional and courteous. I'm sorry others have not been as fortunate! Great Job Verizon!
Verizon has a history of doing some really strange things with my bill. They've signed me up for the wrong bundle, dropped me from their OneBill system without notice, and filed me under my first name instead of my last. One time, they even locked me out of the payment system -- I had to drive to the Verizon store in the next town over and convince them to take my money.
Obviously, all of these situations were out of the ordinary and each of them required a (lengthy, painful) call to Verizon to straighten things out. Having such an unreliable billing system is a problem in and of itself, but more than anything I came to loathe the phone system itself. Allow me to explain.
I love the internet. I scoff at snail mail, I stream most of my TV shows and I use my smartphone for everything. But when I give Verizon a call, they're even more put out than I am that I'm using their phone system. "Have you heard of the internet?" they ask. "Turns out we're on it. And you should probably go to our website." Yes, I'm quite familiar with it, thanks.
Like many, many people, I'm calling because I have a problem that can't be solved online. There's no automated process to correct the weird things that have happened to my account, and I have absolutely zero faith in e-mailed support requests. (E-mailed requests often take days to get a reply and the response is generally inapplicable and unhelpful.) The only way I'm going to walk away from this happy is if I can speak with someone that can fix it for me then and there.
After taking some time to explain "the Web," the system will often start in on a sales pitch. "Get Red Zone! Because we know how much you love football!" This is unbelievably grating. I usually set the phone down and let it play out. I'm calling Verizon because they've made a mistake at my expense, and now they're trying to sell me something? I haven't even gotten to ask for a department yet -- it's not like I'm on hold and would be waiting around anyway. They're out-and-out wasting my time. Nevermind the fact that I have no interest in football.
Once I've gotten past the way-off-base sales pitch, I can finally start trying to navigate the menu system. The menu system isn't without its unprompted time-wasters either -- one of the up-front questions I regularly have to sit through is whether I'm trying to correct my entry in the phone book. Please, having to use the phone was anachronistic enough. Why would you assume that most of your callers are worried about the oh-so-antiquated phone book? You could easily make that a buried menu prompt to eat up less of my time.
If I manage to get to a department, the system assumes I've found who I want and forgets everything about me. Often times I'm not positive which department I need and I have to request that they transfer me. That's not a big deal, but I pretty much start from scratch, entering all of my information (phone number, etc) in again. When I get a new representative on the line, I have to re-explain what I'm calling about, sometimes for the third or fourth time in hopes of getting someone that says "Yup! I'm the person you need to speak with."
When I finally get to speak to a person, things tend to go relatively smoothly. They're normally helpful, but are often limited by the interface that's sitting in front of them. On three different occasions, I've had a representative tell me that they're not able to fix my problem (refund money, waive a weird charge, etc) because they don't have a button or checkbox for it on the GUI they're looking at. I know that's not their fault, but it's a silly limitation that ends up frustrating both of us.
All of this brings me to my suggestion: provide a web interface that lets me specify a department and describe my problem. Figure out who I'm supposed to be talking to and have *them* call *me* when they're free and after they've had a chance to pull up my account and review my problem description. Amazon.com does something similar and it's so painless that I describe it to friends and family even when they haven't had a problem with Amazon.
Neither of us want to be on that phone! Let me do as much of it on the internet as possible and I'll be truly grateful. Plus, if you call me, I won't have had 20 minutes on hold to stew and get snippy with representative to whom I'm assigned. : )
I returned a Verizon cable card in August 2011 because it did not work on my TV. I have the UPS tracking sheet. Despite 3 calls and almost 3 hours on the phone I will not get back, I still am being charged 3.99 a month for the card. Is this just a sneaky way to make more money? It would be a good idea to follow up with customer with a simple email stating what action will be taken as a result of the call. When you call, you have no written proof that anything has transpired and it is very frustrating to keep starting at the beginning with each and every call. I'm exasperated.
I think an incentive should be offered to customers who are constantly losing service. I actually asked about it and was told those days are over and I should be thankful they came out to restore my service and also that I was not charged. I am paying over $160 a month!!! I think I should have been offered the special that is going on today and it should be offered to anyone else who has had services lost.