Currently when someone comes to the Forum they see:
Get the answers you need within the Verizon Forums. Interact with others to find answers, share answers & learn more about Verizon's products & services.
This puts the emphasis on Verizon rather than the users. Perhaps that is why so many posts show up which need a Verizon response rather than user help. Why not change it to something like the following. (I'm sure some of the Verizon reps here can improve on my wording.)
Verizon USERS Forum
The place where Users help Users. Interact with other users to find answers, share answers & learn more about Verizon's products & services.
Changing the focus on the front page would enable users with problems get to where they need sooner. And remove the frustration they experience when they post expecting help only to find out this isn't they place to get it.
I just received a notice from Verizon that they intend to send (and most likely sell for a profit) subscriber profiles to external marketers. The 'benefit' to the subscriber according to Verizon is that these marketers will send 'tailored' messages based on your profiles and geography.
Some people may enjoy getting loads of mail but I don't, and most people I know don't.
I think that a marketing ploy that benefits Verizon should be available on an 'opt in' basis and not an 'opt out' basis as is this program.
'Opting in' allows the informed user to selectively choose to receive this additional glut of ads or as Verizon describes it 'benefit'. The notice itself looks like spam. All subscriber who fails to 'opt out' will be automatically enrolled.
''Opt in' programs are the tools of scrupulous marketing organizations.
byarmond_in_nj06-11-201306:21 AM - edited 06-11-201306:22 AM
These forums are a great resource and a wealth of suggestions, ideas, and solutions for many users. However the response follow-up procedures may benefit from a little tweaking.
If my guess is correct, the user must specifically establish profile preferences for response notifications and private messaging in the forums. I further assume the default settings for new accounts are all messaging and notifications set to "off" when the forum account is established.
Since new users are unlikely to maintain a "watch" on the forums (at least initially), this means that new users with "hot" issues may be getting responses and suggestions, but remain unaware of them for a considerable period. This creates frustration for both the user with the issue, and the responder with a possible solution for the issue.
I am therefore suggesting that user defaults on response notifications and perhaps private messaging be set to the "on" position as default. It will also be necessary to supply some sort of disclaimer covering these settings when the user signs up for the forums. I suspect that if these suggestions are implemented, the benefit to both users and responders will be significant
I can't make a post that includes personal and account information. I think We need a private support board that customers can access, and post private information that only Verizon and the customer can View. Sort of what they have on DSLReports.
Here in San Antonio Tx, our main ISP is Time Warner Cable . I would love for FIOS to come to San Antonio, because of your fiber infastructure---- internet speeds would be vastly improved and Verizon would have a lot of customers leaving TWC switching to FIOS. I compared pricing and Verizon beats TWC hands down when you compare D/U speeds ( Mb/s)
One question..... will the fact that Google has begun to lay fiber compete with you at Verizon in any way?
byprisaz02-26-201205:19 AM - edited 02-26-201205:45 AM
Make the Community Search button and dialog box larger. It has always been overwhelmed by the Google Search. Many people may be confused about looking for answers here, and or finding them on the web. Make it larger and more dominant. Perhaps even change it to.
and make the red box larger. With all the discussion regarding people not searching, it could be better if this whole dialog was made larger, and shifted up and to the left a bit.
Every other message board and website that has a character limit will cut you off if you go past it. As in, I should be physically unable to type character 101 in your subject. You should be embarassed that I need to suggest this.
on 04-24-201104:08 PM - last edited on 04-26-201108:41 AM by DougVZ
Without a doubt, the Verizon web site is one of the most difficult to navigate, especially the forums and blogs. I left a reply to a positing, and now I have no way to find it. I realize that the is so much information and features, but really, does it have to require an IT degree to just to browse, and get back to a place that you were before. I wish that I could be specific, but just overall, the web is just too crowded and convoluted. Don't get me wrong, I am not web ignorant, but the layout and navigation of a web site can go a long way to making it easier for any user to access. Please just simplify it.
So Dish Network produces a monthly program called "Charlie Chat" wherein their CEO, Charlie Ergen, takes live phone questions from Dish Network customers and answers them (within the bounds permitted by their PR strategy, of course.) They also produce a "Technical Chat" where their technical VP takes questions about topics like installation, how they allocate satellite resources, relatively geeky lower-level stuff (again, within the bounds of their PR strategy.)
Both shows are fantastic PR tools because, while there are obvious limits on what they can say, they are pretty good about dropping enough nuggets of information to make both programs seem quite valuable.
Right now, there is a general tone of frustration permeating most forums where FiOS TV is discussed. Complaints range from the lengthy wait for IMG updates, to the perceived lack of additions to FiOS TV's HD lineup, to the color scheme IMG 1.9. But underpinning the frustration is a perceived lack of communication from Verizon about these issues. Joe Ambault is perceived as an unreliable mouthpiece, the blog and YouTube channels are thought of as channels for condensed PR releases, and so on.
I believe people are frustrated because they see that the FiOS technology and infrastructure plant is so clearly superior to Cable, but the FiOS TV service is handled like it's a cable company TV service, not as if it were something fundamentally superior. FiOS is clearly one of, if not the best residential communication networks in the country, but yet it feels like FiOS TV could just as easily be run over normal cable lines without any real loss of functionality or quality.
I think a Verizon-produced show in the "Charlie Chat" format would do wonders to help change this perception, especially in the eyes of FiOS' most ardent fans. It doesn't necessarily have to be on FiOS TV itself; it could be a show on YouTube or something. But I think the live element of the "Charlie Chat" format is key, and something like that would only really be well received if it were on FiOS, on channel 131 or on FiOS1. With FiOS1, Verizon's already got the production resources for something like this.
It doesn't have to feature Lowell McAdam or Ivan Seidenberg (in fact, it probably shouldn't--those guys are probably too far removed from the day to day operation of FiOS to have any input that consumers would care about) but it should feature someone high-up in the FiOS organizational hierarchy. And it can't just be another outlet for PR or inaccurate, unreliable information. It has to deal in providing specific answers, even if those answers are "I don't know" or "We can't answer yet." Of course, it still does have to drop some good information, otherwise it'll just seem like a cheap PR vehicle.
I'm hoping this idea receives real consideration, especially in light of the frustrations people are expressing on the forums.