How to file a complaint with Verizon?

[guya3]

I have been a long time FioS customer. In fact my home was the first in the local CO (central Office) to have FioS installed. I also have FioS triple play in my vacation home.

Verizon has a long time practice of enticing new customers by offering rewards and promos while never rewarding lotalty of their long time customers.

In this case it was an advertisement for the new Quantum TV service. NEW customers recive a $300 gift card AND a free tablet.

I called to upgrade my service and once again, I was told "the offer doesn't apply to exisiting customer".

So please Version, tell me why customer retention seems to mean nothing to you?

BTW - My contact expires 8/31/2014.

[gs0b]

Welcome to the forums.  You're talking to other customers here.  Verizon doesn't respond to posts here.  It looks like you already know how to contact them, but for those who don't you can click on the "contact us" link at the bottom of the page.  Here it is for easy reference:

http://www.verizon.com/support/residential/contact-us/index.htm

As you said, Verizon has a long history of offering better deals to new customers than existing customers.  They are not the only ones who do this.  Your best bet is to call them and follow the prompts to cancel.  This will get you to the retention department.  State you case calmly and politely and  you may get a customer loyalty discount and/or a free premium channel for a few months or a year.  It helps if you know what the competition is offering.

This is one of my big annoyances with Verizon. Technically, FiOS is a great, reliable product.  However I have to continuously stay on top of my bill to make sure I'm getting the best price Verizon will offer me.  It doesn't help that they add fees every so often like the new FiOS Digital Voice Administrative Charge of $0.99 per line.

If you can get a better deal from another provider, you may want to take it.  But be prepared to do the same thing with them.

Good Luck.

[guya3]

Thanks gs0b.

FYI to all.  Verizon has an office called "The Office of Executive Appeals". Their job is to act as advocates for their customers. Their phone number is {edited for privacy}. Press option number three. The other options will just take you to their normal "customer service" lines.

[Telcoguru]

Verizon offers deals to lure new customers. Once you are already a customer they want you to pay full price so that they can make dividends for their shareholders. You already received your deal when you first became a customer. If you want to receive a deal again you need to go to another provider for a time and then come back to Verizon. Only then will they offer you a new deal to come back. It is the nature of the business.

[SinCara]

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@Telcoguru wrote:

Verizon offers deals to lure new customers. Once you are already a customer they want you to pay full price so that they can make dividends for their shareholders. You already received your deal when you first became a customer. If you want to receive a deal again you need to go to another provider for a time and then come back to Verizon. Only then will they offer you a new deal to come back. It is the nature of the business.

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Hit it right on the head. I wish more people would understand it. "new customer" means new otherwise it would say something different.

I left for 4 months after 4 years of service. After 6 months you are considered a new customer again, but Verizon sent me a letter 4 months later after cancelling with an offer to come back that was better then what new customers get. I of course took the offer. After my 2 years is up I'm sure I'll have to cancel again, but I know this is just the way it works.

[Verizonproblems1]

I just recently ended my two year agreement, and my monthly fees went up more than $40.  That seemed crazy, so I chatted online with Verizon rep, and confirmed that I was getting the best offer I could for signing a new 2 year agreement ($10 discount).  I then went on the phone, and promptly got a $20 discount, but still not very close to the deal I had with my previous 2 year contract.

I asked if I could get the Triple Play deal that is heaviliy advertised ($89 and a $400 gift card).  I was told "no", that is for new customers only.

My first complaint is why not?  I would think a loyal customer should get the same or better deal than a new customer.  

My second complaint.  Claims that you can get the best price online are clearly untrue.  Why was I offered an extra $10 off by calling someone.  There is clearly a problem given that this is 2014.  I expect that problem in 1999.

My third complaint.  I mentioned to both the online rep and phone rep that I have lined up a better deal with Time Warner ($85 per month with no two year agreement).  In this day, I expect good corporations to match competitor's pricing.

I would like to stay with Verizon, but I am heading to Time Warner, and may (or may not) come back to Verizon as a new customer in a few months.  At that time, I should be eligible for a new customer pricing.  Crazy?!

[Telcoguru]

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@Verizonproblems wrote:

I just recently ended my two year agreement, and my monthly fees went up more than $40.  That seemed crazy, so I chatted online with Verizon rep, and confirmed that I was getting the best offer I could for signing a new 2 year agreement ($10 discount).  I then went on the phone, and promptly got a $20 discount, but still not very close to the deal I had with my previous 2 year contract.

I asked if I could get the Triple Play deal that is heaviliy advertised ($89 and a $400 gift card).  I was told "no", that is for new customers only.

My first complaint is why not?  I would think a loyal customer should get the same or better deal than a new customer.  

My second complaint.  Claims that you can get the best price online are clearly untrue.  Why was I offered an extra $10 off by calling someone.  There is clearly a problem given that this is 2014.  I expect that problem in 1999.

My third complaint.  I mentioned to both the online rep and phone rep that I have lined up a better deal with Time Warner ($85 per month with no two year agreement).  In this day, I expect good corporations to match competitor's pricing.

I would like to stay with Verizon, but I am heading to Time Warner, and may (or may not) come back to Verizon as a new customer in a few months.  At that time, I should be eligible for a new customer pricing.  Crazy?!

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After your deal with Time-Warner cable expires they will raise you up to full price and you will be right back in the same boat you were in before.

[eljefe2]

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@Verizonproblems wrote:

I just recently ended my two year agreement, and my monthly fees went up more than $40.  That seemed crazy, so I chatted online with Verizon rep, and confirmed that I was getting the best offer I could for signing a new 2 year agreement ($10 discount).  I then went on the phone, and promptly got a $20 discount, but still not very close to the deal I had with my previous 2 year contract.

I asked if I could get the Triple Play deal that is heaviliy advertised ($89 and a $400 gift card).  I was told "no", that is for new customers only.

My first complaint is why not?  I would think a loyal customer should get the same or better deal than a new customer.  

My second complaint.  Claims that you can get the best price online are clearly untrue.  Why was I offered an extra $10 off by calling someone.  There is clearly a problem given that this is 2014.  I expect that problem in 1999.

My third complaint.  I mentioned to both the online rep and phone rep that I have lined up a better deal with Time Warner ($85 per month with no two year agreement).  In this day, I expect good corporations to match competitor's pricing.

I would like to stay with Verizon, but I am heading to Time Warner, and may (or may not) come back to Verizon as a new customer in a few months.  At that time, I should be eligible for a new customer pricing.  Crazy?!

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The cable competition here, Cablevision/Optimum Online, does exactly the same thing.  They entice new customers with hefty discounts and once the first subscription period ends, poof....the discounts end too.

I'm bascially a satisfied FiOS customer.  I'm happy with FiOS Internet, TV, and phone service.  However, I could get a much better price for two years if I switched to the competition and although switching back and forthe would be a nuiscance from a technical standpoint, I'm seriously considering switching.  Then, in two years, I'd come back to FiOS with one of their new customers plans.

So we're in the same boat.  I too would like to stay with Verizon but the situation we're both in is making it difficult to do so.

P.S.

Verizon rubs salt in this wound by continuously sending me fliers in the mail advertising the great deals for new customers.  I wish they'd spend a little of the money those fliers cost managing their mailing list to remove existing customers from the list.  At least I wouldn't have to see those promos over and over and over.