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.
When you mark an Idea as "In progress", provide a clear ETA when you expect it to be implemented. Make sure the ETA is tracked and provide comments when there are delays and a new ETA. This is project management 101 and should not be too hard to do. It shows that you actually value your customers inputs and are doing something about it that they can monitor.
A lot of us here have wonderful idea's, but with little to no promotion of that idea, it might go by the way side.
Add a FB, twitter or email or SHARE option, that way we can send to our friends, or FB posts about the idea, and that way we can promote our idea, and it also provides for Verizon Branding, and in addition it provides for better community participation. You may get new community members that weren't there before seeing a neat idea that they liked.
on 05-16-201203:57 AM - last edited on 06-26-201203:41 PM by ElizabethS
Since there seems to be a good number of customers who are having trouble getting their problems resolved, why not have all complaints that were unresolved after three attempts by the customer referred to a higher authority. Many times representatives do not have the power to solve some problems. Therefore, refer the problem to someone who can make the customer happy.
Looking at the number of similar complaints posted on this forum, I must conclude that Verizon has a real problem with customer relations. I just can not believe that most customers just enjoy complaining.
Whenever I have had a problem that could not be solved by the representatives on the phone, I have taken the time to contact someone in authority and I have always been treated very well. Those in power want to please the customers because without them they realize the company could not survive.
So, have a department whose sole purpose is finding a solution to the problems that have escalated to them.
bydank6909-16-201309:59 AM - edited 09-16-201310:21 AM
Maybe I'm the only one that feels this way, but how about getting rid of the added taxes and fees that you charge your customers for your service. Some of these taxes and fees should be paid by Verizon and not pond off to your customers.
byprisaz10-18-201206:08 AM - edited 10-18-201206:26 AM
Perhaps Blog about where Verizon has been and where they are going. Perhaps in the Community Beat? Maybe this is not an idea that belongs here, or a good idea at all. You tell me. I know where Verizon is going cannot always be told to competitors.
Provide information and highlight some of the achievements from the top down. Recognition for the top leaders down to the techs in the trucks. The industry as a whole as I believe does have a place here. Highlight what Verizon has done to bring it to the customer in the best way they can. It is not all that bad. There are reasons some things can or cannot be done. Some financial, some technical. Troubles will be found and there will be bumps in the road where at times where not everyone is happy.
It has been quite an under taking to launch a product like FiOS. We hear many complaints, but fewer stories about the tech that goes the extra mile. Or the Customer Support Representative that has made things right.
Even if the community is for customers helping other customers, perhaps a blog or two about information like I posted here. Yes I did some digging. But found interesting stuff. Or what I thought was interesting.
It seems that the two main complaints about the new guide are 1) a narrow font and 2) a different organization from the Full view. These are both likely from default settings not being appropriate for those customers.
The first one comes from the HD layout being on an SD television; so, the guide is compressed. This is corrected by going to Menu > Settings > Video Settings > Graphics Settings, and choosing SD, then confirming by pressing the left arrow button.
The second comes from the default secondary guide being the Channel view. This is changed by going to Menu > Settings > Television > Secondary Guide Preference, and choosing Full Guide.
I strongly recommend that Verizon address these two frequent complaints by displaying prominently these two simple solutions. It would make a lot of people a little happier all around.
We currently only have one option for internet here. A small monopoly that charges 60 dollars for a mere 1.4Mbps.
This cable company ignores the fact that there is a significant demand for higher speeds within the residential community and continues to rake in the dough that many of us would happily spend elsewhere. I know people in Wooster that would be willing to pay more than we do now for even the slowest of FiOS plans. Please consider building in our area to help us out of this trap of slow internet, and as a plus we are in a great crossroads that would allow simple expansion.. FiOS speeds sound like a dream right now, hopefully someday they can be a reality here.
Macs need to be supported more they are getting more and more popular they are really good computers verizon should offer more support for them 10.7.1 lion is the newest operating system and it needs support their is the new mac app store and apple even released their own devloper tools called xcode 4 which is free verizon needs to add more products and support for macs and lion lion is $29 and is the most affordable operating system out on the market their needs to be more support for macs and the operating system lion window Cds are way to expensive $199 since macs cant use window upgrades their needs to be more support for the mac and original operating systems not bootcamp.
Can we make the user locations show by default? It would be helpful at times to know the town where the users are located. Many user do not realize that, and never set the location to display. If they see it on their postings and do not like it, they can then ask, or look at how to turn it off.