My HD DVR (QIP7232) appears to have a bad power supply, but there is no way to save a perfectly good hard drive with all of my recordings! As someone who works in the IT industry, this is infuriating! I understand the limits you must put on protected content, but why does that preclude you from allowing us to protect the content we have in the event of equipment failure, especially when the failed equipment is not the hard drive!
It says $5 a month upgrade from 50 mbps to 75 mbps upgrade and says limited time offer. Well I did qualify for this but now its expired, but if you click the upgrade for the $5 more amonth upgrade the only offer it gives you is the first month free then $10 a month.
If the deals are expired REMOVE the webpages for the promos.
My FIoS died last Saturday - internet, TV, phone, all out. I tried the usual reboot of the router, no luck. I went outside to see if there was work being done.
Sure enough, there's a Verizon truck a few doors down, with a Verizon technician working on a neighbor's home. "So you're the reason my internet is down?" I ask him. "No, I'm just hooking someone up."
Hmmm. "So it's not possible that you made some mistake?
"No, it's not me." He drives away.
Two days later, Verizon sends out another tech to fix our outage, he comes and finds the problem...it was indeed caused by the tech who denied he could have caused it and didn't bother to check.
Thanks alot, buddy. If you had just considered the minute possibility that maybe, just maybe, you had made a mistake and went back up the pole to check and fix it, I wouldn't have had to wait for two days with no service and Verizon wouldn't have had to send another tech out to fix your dumb mistake.
Verizon, please train your techs not to be obstinate and overconfident when an obvious problem like this comes up, and to make an effort to fix problems they create. My outage could have been 5 minutes instead of two days, and you could have saved a second trip by another technician.
For reasons that are not appropriate for this forum, I contact Verizon on a fairly frequent basis. With each call, I spend an inordinate amount of time navigating through the auto attendant and wind up receive a message "we are attempting to connect you to the last agent you spoke with". The timeout waiting for "the last agent" is six minutes.
To date I can only think of one out of approximately fifteen calls where it would have been helpful to speak with the last agent.
On the surface it is a good idea to try to maintain continuity of service by connecting your callers to the last agent they spoke with. However, in practice, I have never successfully been connected to the last agent. So what this attempt at continuity of service actually provides is a waste of your customers time.
On to my suggestion… Add a choice to the auto attendant that allows the caller to DECIDE if they would like to be connected to the last agent instead of making the decision for your customers.
I recently noticed the change to Verizon policy requiring customers to pay for a replacement remote control ($14.95). Why is there a charge to replace rented equipment? The whole idea of renting is so the vendor remains the owner and responsible party to ensure equipment replacement. Is the remote no longer a part of the charge paid monthly for each converter box? Will Verizon be lowering the monthly box rental to recognize that remotes are now being sold separately? You are charging bundle customers on average about $200 monthly or $2,400 per year. Does it seem appropriate to charge $15 to replace worn out remotes? If some customers were abusing the replacement policy, then address that issue directly by simply limiting the replacement cycle or requiring the return of the old remote. Please explain the thinking on this matter.
The whole purpose of feedback is to learn from your mistakes as well as acknowledge when you're on the right track. When you post on your site that you've received accolades for being the best in customer service that should mean something. It should also be an honest tally of EVERYONE you contacted for feedback.
However today I received an automated request for feedback regarding a 3 hour service call from yesterday. The system said they would be asking me three questions. I didn't record the call, so I'm paraphrasing here...
The first question is did our service rep solve the issue to your satisfaction. dial "1 for yes" and "2 for no" I dialed "2 for no". I dialed "2 for no".
The second question asked me to rank my service on a scale from 1 to 10 with 10 being the highest and 1 being the lowest and to be sure to hit the # symbol afterword (once again paraphrasing...I forget how they actually put it). I dialed 1 for the lowest and typed # and the call hung up on me so I never got a 3rd question.
If you don't allow negative feedback, then your system of determining customer satisfaction is invalid and any mention of positive survey results should be taken off your site.
P.S. I'll qualify my answers in the comments since I don't want to waste people's time with the point I'm trying to make. You can call the hang up a glitch, but then I should have recieved a call back which I have not.
Verizon has had some of the absolute best coverage and service I've ever had regarding internet, tv, and wireless. I have noticed, however, that the FIOS footprint is not currently expanded into the Peach State, Georgia. It is my understanding that the most widely used service, though not by choice, is windstream. This company from all accounts I've heard is the epitome of a failure in service and quality. I know that although many things go into expansion decisions, a large customer base must be one of them. I am most undoubtedly sure that should Verizon's residential capacity, in all it's forms, expand into the Peach State, then the customer base therin would expand and multiply exponentially. I currently live where the service is offered and am at loss knowing that when I return to Georgia in the coming months, I will have to give up such a fantastic and excellent -well worth every penny- service of both quality and professionalism. I will certainly miss the option of true 75/35 FIOS Quantum Internet and FIOS TV Prime HD.
The notification section should include an automatic notice when any new service, feature, or add-on (i.e., sports station, pay for movie channel) is assigned to one's account. Without this notice, you could be assigned an additional feature that you do not want and not know until your next bill.
i had verizon til i moved to a better apt and now that i have moved we cant get verizon in this area and now have to deal with a horrible comcast!!! Verizon PLEASE get tv and internet service to the 23075 Zip code this is painful dealing with a crappy internet,tv, and Customer serive that comcast brings to the table. Help a grateful old customer to return to you.
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.
Today I happened to use the Live Chat service within your In-Home Agent client. When the chat had concluded I happened to click on the Verizon Cybertrust Security Seal link on the lower left of the Live Chat dialog.
It appears that the SSL certificate in use has expired quite some time ago. I would encourage you to update this at your earliest opportunity given that you have users confirming account information in these chat sessions.
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.