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.
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?
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.
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
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.
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.
on 01-11-201209:32 AM - last edited on 01-11-201204:11 PM by ElizabethS
I read a lot of complaints (mine included) and got to wondering if anything has ever come from them? Have 25% of the ideas been implemented? 15%, 10%, 5%, 1%.....0%.
I'd say that if the numbers are down in the 0 to 1% range then is this really anything more than a place to vent your frustrations with the service (or lack thereof) that you're receiving? Hey, I'll be the first to admit that venting feels good. But, results are what truly speaks volumes.
Is this the most annoying, stupidest, grating and insulting commercial on TV today? What is Verizon thinking!!?? I immediatelly go looking for the remote to turn the channel. If I was an advertiser, I would not let them play this in front of my own commercial. This commercial makes me HATE verizon for treating me as if I was stupid, and makes me think about changing carrier next time my contract is up. At least the TMobile girl is attractive and un-annoying.
on 10-26-201112:07 PM - last edited on 10-28-201108:25 PM by ElizabethS
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.