Seriously....there are so many threads that I either skip over or have a hard time following because there is so much venting and negativity and there are complaints posted about things that really don't interest me or that I can't possibly understand being an issue. Some of them are so long and emotional and wordy that they're really hard to respond to. I'm not singling anyone out but posts like that often don't provide me with any useful information.
Perhaps if we had a section asking customers to comment on the positive things about their service, I could learn something new and interesting about my service that I never knew about before and to show more positive support, instead of attention for all of these negative things. Fios is a very good product for the price I pay and I could always stand to learn something new about it.
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 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.
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.
on 12-10-201203:07 AM - last edited on 12-14-201206:52 PM by ElizabethS
Why not send all these forum postings to Verizon corporate bigwigs. Perhaps if they knew just how dissatisfied many of their customers are, thet would try to fix the problems.
These forums only serve as a way to vent and nothing more. It is not like customers can change providers, there are only a couple of them and one is worse than the other. Perhaps, we should insist that the Public Service commission in our respective localities should more closely oversee and regulate these companies. If there were 120 providers, the public could weed out the worst by not using their service. As it is, if you want the service, your choice is limited.
It appears that if we want changes, we, the customers, are going to have to put out the effort to see that we get them.
The way New Ideas currently work, it is very easy for someone to agree. Just click the thumbs up button. But if a user thinks a suggestion is a bad idea the only way to express it is to write a contrary post. And then hope the negative posts are taken into account.
This one sided methodology tilts the scale towards user support, and does not necessarily reflect the true view of forum members. In fact it could easily imply support when the majority of users do not agree with the suggestion. Allowing both sides the same ease of expressing their support or disagreement would be more fair.
Create a new tab on the home page for Launched Ideas. Remove them from the Top Ideas. Many ideas with a very large number of votes have been launched, and they only clog up the Top Ideas Tab, or catagory. These items need to be placed in a tab of their own, to highlight the achievents regarding items that have been launched based on user votes. Placing them in a seperate tab on the home page would remove them from the Top Requested Ideas that have not been acted upon, and allow the user to see the Top Requested Ideas other users have voted on, but have not been implemented.
Sometimes (too often) a user will ask for help, but key information in providing that help is missing. The result is a back and forth as other users try to obtain the information needed to provide a good answer. If the "Enter New Message" screen included specific lines for key information better and quicker answers could be provided.
Why not add something like the folling to the original post block?
When selecting a single TV show to record from the Guide, why not have "Record Episode with Options" as a choice? If you want to record a "Series", you can choose "Record Series with Options" but you can't do the same for a single episode of a show.
During the baseball season, virtually every game runs over the 3 hours alloted to the game, which means the DVR either misses recording the end of the game or the viewer must individually extend the recording. This is currently done by exiting the guide, selecting " DVR", selecting "Scheduled Recordings", selecting the programmed ballgame from the list, selecting "Modify Start and End Time", extending the end time by 60 minutes, selecting "Save" and going through that process EVERY TIME a ballgame is programmed to be recorded. If "Record Episode with Options" was a choice, that recording can be easily extended in two easy steps.
C'mon Verizon, this one is a easy one to add. Pleeeeeease.