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dslr595148

Flag customers into categories

Status: Under Review
by Gold Contributor VII on ‎10-04-2010 10:59 AM

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?"

Status: Under Review
jackmcgann

Default Security on install

Status: Acknowledged
by on ‎09-03-2011 06:28 PM - last edited on ‎09-13-2011 01:56 PM by Admin Emeritus

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.

Status: Acknowledged
hankl

Router Details

Status: Acknowledged
by on ‎09-03-2011 04:36 AM

Allow for the option  to create a text, PDF or print out all of the Router settings so they can be easily re-entered if the router is reset to the factory settings.

Status: Acknowledged

 

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.

Status: Acknowledged
Terri188

Email follow up after telephone calls

Status: Acknowledged
by Terri188 on ‎02-13-2012 07:14 PM

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.

Status: Acknowledged
Thank you for the suggestion, Terri188. It looks like you will need a Verizon agent to review your account details. One will reach out to you via the private message system, or the email associated with your account.
USN430

GREAT JOB VERIZON!

Status: Acknowledged
by USN430 on ‎02-01-2011 03:05 PM

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!

Status: Acknowledged
Appreciate the love

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. : )

 

Thanks for reading all that!

Status: Acknowledged

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.

Status: Acknowledged
ccl117

Improved ways to notify customers of support options when they report a service outage

Status: Acknowledged
by ccl117 on ‎09-05-2012 05:32 AM - last edited on ‎09-08-2012 02:53 PM by Moderator

Greetings.  I am a current Verizon Triple Play customer (and have been for several years) and on 4 September 2012 all (phone, internet, TV) of my service suddenly went out.  The earliest Verizon could schedule a technician to come take a look at it was five days later on 8 September 2012.  In the interim though, I received an email from Verizon with web links for support to assist me with dealing with my service errors.

 

What I would like to point out is that when you are dealing with customers who have lost their land lines, television, and cable service due to a technical issue, and there is a week long lag time to sending out a technician to fix, sending them an email with web links for support after they just reported that their internet is completely out does not make them feel better about the situation.  In fact, it actually makes Verizon look like they don't understand the technical issues the customer just reported, or that they care.

 

My recommendation is that if a customer calls in to report that their internet is completely out (in addition to phones and TV), don't send them an email with web links for support.  It does not make any sense at all, and in the end puts Verizon in a more challenging customer service situation then just dealing with unreliable service and overbooked repair techs.

Status: Acknowledged
tropicalgal

Live Chat save conversation

Status: Already Exists
by on ‎01-20-2012 05:53 AM

Verizon  please bring back the ability to copy and paste in a Live Chat.  This would be a valued time saver to both the customer and Support Techs.    giving a customer the further ability to save a important part of a chat for later use in a (ie) help issue.

appose to the save to clipboard process after a completed chat,  when many times to save the whole chat wouldn't be

nessessary.   The copy and paste feature indeed  would be a great improvement to the Live Chat experience. thank you. 

 

Status: Already Exists
Highlight the area you want to copy - On the keyboard press Control and C - (You now have a copy on your clipboard) Place your cursor where you want to paste the highlighted info) On the Keyboard Press Control and V - Tahdah! Copy and Paste.
Toninmd

Option for electronic billing

Status: Acknowledged
by Toninmd on ‎08-28-2012 07:25 AM

I have chosen to protect the environment so I get paperless billing. Whenever I call Verizon, they ask me to put in my Customer ID number which can be located on the top right of the bill. Well guess what? I don't have a paper form of the bill because I get an email about my upcoming payment. Perhaps there can be an option for people that get emails to select 5 or something like that. I always have to hang-up and then sign on to my account to see the ID number and then call back in. Just a thought.

Status: Acknowledged

KerchT wrote a terrific description of the true nightmare it is to get support. I have found this true with Tech Support, Billing, Customer Service and anyone I called at Verizon. No department can see (or will admit they can) that I have called in to report a problem almost every day since I had Fios installed. If they could see that I had called in the past I might not have to repeat my issue from the beginning every time. Not to mention the waste of time trying all the steps I tried before I called. The frustration has led me to an ultimatum: Fix it tonight Or remove it tomorrow.

 

I am tired of the poor support and excuses. I have had enough apologies to make me gag. I do not believe they really want my business.

 

Neil

 

Status: Acknowledged
STOPTHESPAM

Less spam

Status: Acknowledged
by STOPTHESPAM on ‎12-17-2011 05:17 AM - last edited on ‎12-17-2011 10:24 AM by Moderator

Stop sending Verizon spam. Now. I mean it. I get a lot after I've checked for you to stop sending me. I set preferences after signing in so I know that I am doing it correctly. Make it easier to unsubscribe from your "perks. {please keep your posts courteous}

Status: Acknowledged
miken50

To help verizon save money & time

Status: Acknowledged
by miken50 on ‎05-12-2011 01:27 PM

I receive the service 6 weeks ago, but line has not been put in the ground. I saw the techs 100 yard from my house putting the line in the ground & it was about 2pm. I asked if they were going to do mine. The tech said he would check with the other guy. I walked back home & notice a neighbor's that his cable was put in the ground, that had to be done in the past 3 weeks. Well about 3pm the techs in 2 different truck past right by me, as I pointing to the cable & never stopped. Now understand the trucks have been in my neighborhood for month. My point is verizon should sched. service appointment for putting the cable in the ground by neighborhoods, not by the month or two of the installment. Verizon could save money on gas & other things, if they would use time management better.Now sometime in the future a tech as to drive back to my neighborhood & 30 minutes to put my line in, when he could of stopped & done mine. This will cause another customer to wait for customer service.

Status: Acknowledged
rtklly

highlight errors so people can correct them

Status: Acknowledged
by rtklly on ‎07-21-2012 05:22 PM
 
Status: Acknowledged
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