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topdog

Complaints

Status: Acknowledged
by on ‎05-16-2012 03:57 AM - last edited on ‎06-26-2012 03:41 PM by Moderator

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.

Status: Acknowledged
rascott757

Suggesting Channels

Status: Already Exists
by rascott757 ‎10-04-2010 02:56 PM - edited ‎10-05-2010 07:34 AM

Why isn't there an option to suggest a channel that you want to see added to the lineup? There are tons of networks, both old and new out there that Verizon isn't carrying yet, and there is no standard way to ask for it to be added. Perhaps implementing this feature would show real-time demand for hese channels, and would push your marketing folks to get them on board.

Status: Already Exists
The Idea Exchange is the place to request content - there is even a dedicated category call "FiOS TV Content". We will aggregate the submissions in that category every 2-3 weeks and provide a blog post that summarizes the submissions. I am the product director for FiOS TV... a feature with real time demand for the channels is not necessary to get them on board. Just a request with maybe a few words why you love the content... and hopefully a bunch of votes from fellow viewers is all that is necessary at this juncture.

This is a suggestion about this webpage.


Maybe everyone but me knew this already, but I just discovered that when I go to the Ideas page, I'm automatically in the "Hot Ideas" section.  I think that it's nice to be able to start on that page as an option, but I don't think that it should be the default.  How are people going to see all the "New Ideas" if they aren't taken to that section first?


Status: Acknowledged
glyde23

Remove the Twitter Stream

Status: Not Likely
by glyde23 on ‎08-30-2010 08:46 AM

not sure if anyone actually pays any attention to the twitter stream, but I would imagine that they are in the minority.

 

i know we can set the preferences to stop it, but given that we have to login with each visit, this becomes a huge pain.

 

so a suggested work around is enabling an automatic login as with most message boards.

Status: Not Likely
We are currently planning to retain the Twitter stream as it can be customized and removed by members. Please look to the FiOS boards for examples of Tweets that are extremely relevant to that board. Also, we have now implemented auto-login, where you can choose to stay logged-in for up to two weeks, just like you can when you log into My Verizon. This part of the idea is launched.
walt178

Unable to comment on ideas

Status: Launched
by Silver Contributor III on ‎09-24-2013 10:08 AM - last edited on ‎09-28-2013 05:59 AM by Moderator

Several times over the last few days I have tried to comment on a New Idea and received the following message.

 

"Please correct the highlighted errors and try again.  Empty idea categories are not allowed."

 

Which seems strange because it is the original posts that require idea categories.  Repeated attmpts to post the reply result in another error message. 

Status: Launched
Unfortunately there some techinical difficulties that have been addressed. Thanks for your alert,
walt178

Spell check

Status: New Idea
by Silver Contributor III on ‎10-23-2013 03:29 PM

Spell check should be modified so that when the original message is quoted it does not get checked along with the response.  Or at least provide an option to not check it. 

 

Frequently when quoting messages I see spelling errors.  But I do not believe it is appropriate to edit someone else's post.  Thus I do not need to see their errors, and consequently have to cycle through them to get to my own. 

 

Since I am in the elite group of people who use spell check, I hope this request gets approved.  Although it is possible that those I think use spell check are just better spellers than I am.

Actually three Verizon employees followed up with my issue. So Thumbs Up and Kudos to all, but there is no place to give kudos in the private support thread. Next Idea?

Status: Acknowledged
walt178

Change the Forum front page

Status: Acknowledged
by Silver Contributor III on ‎09-16-2013 12:49 PM

Currently when someone comes to the Forum they see: 

 

Verizon Forums

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.

 

 

Status: Acknowledged
That could be useful, I will take this to the group. Thanks so much!

Please tell us what you mean by Acknowledged, and how long it should take for a response to an Acknowledged Idea.

 

I quiet frequently use the links on the side bar. But this has become a mess. Other users should follow up on their Ideas and check if Clarification is needed.

 

219 dupes

399 acknowledged. What does Acknowledged mean? Perhaps a link to Idea Statuses defined. Most are self explanatory, but does acknowledged mean yes we here you, but don't have an answer. Perhaps Change Acknowledged to something else.

 

Status: Already Exists
njh2oskier

Billing convenience fee!!!!!!

Status: New Idea
by njh2oskier on ‎12-29-2011 12:34 PM

Are you serious!!! 

You want to charge us for paying our bill?

You better,  

1. hire more people to go back to opening paper payments,

2. hire more people to log the paper payments,

3. pay more to mail my bill because I'll be signing back on to getting paper bills if I have pay postage to mail my payments (just 

              to make this whole deal more costly for your company),

4. wait for my bank to cash my paper check before you get my payment.

5. OR fire the genius that came up with this convenience fee plan!!!

Sincerely,

One hot customer

armond_in_nj

Auto Notification Defaults

Status: Maybe Later
by ‎06-11-2013 06:21 AM - edited ‎06-11-2013 06:22 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

Status: Maybe Later
That is a really good idea. I will share this with those in a position to make changes to the forums.
lacticacidtrip

Button It!

Status: Acknowledged
by on ‎02-20-2013 01:17 PM

Here’s an idea inspired by the pictures of the individual remote control buttons featured in the FiOS TV User Guide.

 

In the “Post” boxes of these forums, have a drop-down box similar to emoticons, but instead of faces, have it filled with every button that is currently on a Verizon remote control. This way when you are trying to explain how to perform multi-step procedures, instead of using words, abbreviations and symbols, you can just insert the picture symbol of the button/buttons you want the reader to use.

 

Yes, I understand that not every button looks the same on every remote, but I thought that it would help reduce the words that the poster needs to use, while providing a clearer “picture” to the reader of what to do.

Status: Acknowledged
Wow! It's great when users think of novel ways to solve problems. Thanks so much for the idea. I will share this with the rest of the Community Forum team. Keep the suggestions coming.
prisaz

Verizon Community access widget.

Status: New Idea
by on ‎10-26-2011 12:07 PM - last edited on ‎10-28-2011 08:25 PM by Moderator

I know there have been people that have suggested wireless keyboards and mice. It would be nice to have the optional slide out type remote keyboard that the other DVR supplier has. Gyro type positioning pointer for the mouse. Then access to the community.

 

Or a nice App that would work well with the Iphone and provide complete web access to the Community. I believe it would be cool to have a widget and STB access. But without a keyboard it would be rough.

prisaz

Need a delete message option for a post.

Status: Acknowledged
by on ‎05-11-2012 09:16 AM

Need a delete message option, it the message is still available for editing, we should also be able to delete it. Unless perhaps it has been replied to, or for other reasons Verizon would have against this option. There have been a limited number of times I have decided I did not want to post that, or it is something I wanted to post later perhaps, the user must edit it, and leave it blank, or full it with something unrelated or misc. trash.

Status: Acknowledged

Verizon is taking upon itself to promnote its political agenda by 'paraphrasing' AP headlines like this:

 

AP title:  Analysis: Obama could risk going over 'cliff'

 

Verizon 'paraphrased' title: Obama will go over the fiscal cliff and blame Republicans

 

Lots of other very biased titles, clearly advocating Fox Party, I mean  Tea Party, oh whatever ....

 

Verizon is trying to influence political thinking with content that would violate the terms of service for this forum.

 

How about you focus on providing better service instead????  Lord knows it needs improvement.

Status: Acknowledged
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