Verizon has offered a prepaid credit card to many new members upon signing a 2 year agreement. Which is great and for that I say thanks. Generally the way this process works is you sign up and within 61 days of service your prepaid card will begin being processed. At some point during this 60 days you will receive a letter informing you of this including a link to Verizon.com/rewards along with a username and password you can enter to "Simply" check the status of your reward. However Verizon recently started a new rewards program and it seems somewhere along the line someone decided that Verizon.com/rewards should be for the new member rewards program and no longer the link for checking your status of your prepaid card. The page that use to be located at this link Was a simple username and password field for entering the supplied username and password to check your status. The new page located at this link details the new members rewards program along with a member sign in using your account username and password not the supplied password you receive in the email or letter for checking card status. Additionally when I tried to call the number for rewards support located on the rewards page it said the lines are currently closed even though according to the business hours next to the number it says they should have been open another 4 hours. My idea is to fix the rewards link or make another link perhaps Verizon.com/rewardstatus and if you do already have a place that you can check the status then the letters and emails being sent out with instructions to simply go to Verizon.com/rewards and enter supplied username and password needs to be updated with the new password. Thanks for reading!
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.
I have been a customer with Verizon for over a decade and I've always felt that I've had good customer service which is a reason that I don't Verizon being a little more expensive than some other carriers. Recently, I got a letter in the mail about a mandatory cut over to a new VoiceMail system that will require me to take a few steps and my voice messages will be deleted in 30 days of completing the transition. I was told that I could call a company if I wanted to have my messages saved.
Upon calling this company, they explained that fees for just 11-21 messages saved on a CD would cost me around $60! This seems crazy when a CD costs less than a dollar and shipping is minimal as well ($5-6). I have voice messages that are valuable to me - happy birthday wishes from relatives who are no longer with us, congratulations messages from when my daughter was born, even my barking dogs saying "hello" when I was on a trip for work. Verizon should really have considered connecting voice messages to the VZ cloud to allow customers to download their own audio files free of charge, which would be a much better service to customers, especially given the fact that the switch over is mandatory and members are already being inconvenienced a bit in the process. The audio files would be small, so it seems unlikely that Verizon would have space constraints in doing this. Instead, the work was outsourced and customers are having to either pay sort of crazy fees to hold on to their messages, playback the audio in a speaker to speaker faschion, which will result in poor quality, or just lose those memories forever when Verizon deletes them. Yikes!
I hope these messages are read. It would be a great add for Verizon if customers could listen to/download their favorite memories off the VZ Cloud.
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.
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 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.
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.
I have been a Verizon client that always pays bills on time. I'm attempting to improve my personal credit history.
My request to Verizon has been to report my positive payment history to credit bureaus.
Customer Service tells me to call Credit Reporting - who tell me that this has never been done therefore cannot be done. They will only report deadbeats, not reliable clients.
I asked for the name of a manager or at least a department to whom I can write to make this request and was refused. I was given a general address for In-House Recovery but was ignored. Called back to Customer Service - the rep doesn't know who their Verizon boss is nor has any directory to give me even the name of a position to which I could make my request.
As a reliably paying client I would appreciate the cooperation of Verizon to provide this service that could be implemented to serve and to protect positive relationships with existing clients.
Since higher bandwidth/more throughput was announced this morning (3/30), it would be nice if our home routers were upgraded to include GigE (gigabit ethernet) ports so all that lovely bandwidth doesn't get bottlenecked at the router and we can actually enjoy and use what we pay for.
Weird concept, I know
And don't make this something insanely easy for new customers to get and make it nearly impossible for current subscribers to obtain. I know there's no incentive for you to care about people who are already signed up, but it'd be nice if you pretended to care once in a while
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.
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.
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.
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.
byas2higpark02-21-201311:22 AM - edited 02-21-201311:24 AM
I am a long standing FIOS customer and supporter, but I was disappointed to know that when I recently upgraded to the 75MB download speed, I was not able to get the new "N" router without a large upgrade fee.
The "G" router supports a Max of 54Mbps speed, so for wireless connections (for me 9 out of 10 possible devices), I am losing 30% of my speed right off the top.
When I asked a Fios sales person, they could not explain why customers who get the 150MB package get the "N" router free of charge, but the 75MB customers do not. We are both above the limit.
Please, someone from Verizon make this better and offer the new routers to customers who are losing speed without it.
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.