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.
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.
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.
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?
PLEASE remove the Verizon Tip of the Day that appears when the TV is first turned on. Using the suggested Menu button to switch to live TV does not work on some models. The set top box is automatically cut off and has to be turned back on, which cuts the TV off. It's an aggravating time consuming process. I don't even read the tip. I just want to watch my program.
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.
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.
The following are two examples of Ideas with improper or misleading Status labels. They were posted over 2 years ago and have neither been implemented nor updated. One was marked Accepted, the other as Already Exists. But if the first was Accepted 2 years ago, why hasn’t it been implemented yet? If the second one Already Exists, how come no one can tell me how to do it? Please either update the Idea Statuses, or actually implement them. Better to backtrack or downgrade than to leave misleading statuses posted. These are only 2 of many Ideas that have Status labels that are either incorrect or need to be updated.
Pretty much what the title says. Currently to view the information page of a Scheduled Recording, you must highlight a program in the list, then press the OK button, then press the down arrow either once or twice to highlight the Program Information option, then press the OK button again. This process requires 3 or 4 button presses when one should suffice. It would be much easier, user-friendly and straightforward to just enable the Info button to work in the Scheduled Recordings list. If this idea was accepted over 2 years ago, when is it scheduled to be implemented?
This idea is to have an option that allows the user to instantly skip to the beginning of the Live TV buffer on a DVR, instead of having to wait 60 seconds or more for an 8x rewind. This could be accomplished by pressing the REW button followed by the Skip Back button while watching Live TV. This idea was marked as already existing over two years ago. But it didn’t exist then, and it doesn’t exist now.