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EXISTING CUSTOMERS

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Contributor
Contributor
Posts: 1
Registered: ‎05-03-2013

EXISTING CUSTOMERS

Message 1 of 7
(1,117 Views)

I just got off the phone with Verizon customer service.  I was informed that Verizon's main goal is to obtain new customer rather then please existing customers.  Can someone please explain this to me because Verizon is about to loose some major business.

 

Why do I keep getting the fliers and emails for the 79.99 bundle deal but because I am an existing customer, I can't receive it then? 

6 REPLIES 6
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Copper Contributor
Copper Contributor
Posts: 19
Registered: ‎02-18-2012

Re: EXISTING CUSTOMERS

Message 2 of 7
(1,078 Views)

I agree with you.  I just got off the online chat with Verizon customer service, and I am very displeased.  Verizon used to have a no-worries guarantee--no wonder they scrapped it.  My biggest complaints are with the awful new contract I was offered.  In order to lower my bill, I am forced to accept television service with most of my favorite channels missing, internet service with speeds so low that my computers may as well be paperweights, and (worst of all) the new FiOS Digital Voice Telephone system which DOES NOT INCLUDE GUARANTEED ACCESS TO LOCAL 911 EMERGENCY DISPATCH.  Just imagine that your home is on fire and you call 911 hoping that the firefighters will show up soon.  Well, under the new system you are connected to a Verizon operator who not only does not know where you are calling from, but who is also under no obligation to get you any form of immediate help at all.  Just imagine the horror of knowing that your child or elderly parent is trapped in your burning home, and that help may not arrive in time to save them.  Furthermore, you also must sign an agreement that you will not sue Verizon for their failure to get help in time.  What an abject disaster.  I was just informed that, as an old customer, I have no choice but to accept this "new system" or leave. I was actually TOLD TO LEAVE and given the disconnect telephone number, and I have the chat logs to prove it. Sad.

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Silver Contributor V
Silver Contributor V
Posts: 952
Registered: ‎06-21-2011

Re: EXISTING CUSTOMERS

Message 3 of 7
(1,022 Views)

koolwoman88- I'm sorry to hear about your frustrations! If you're close to your renewal date, please feel free to PM me and I'll be happy to have one of our agents look into your account to see what offers may be available to you.

 

brensgrrl- I'm sorry you had such a bad experience talking to one of our reps- sounds like they weren't as helpful as we like to hear about! I'd also be happy to have one of our agents look into your account to see what your eligible for!

 

I would, however, like to clear up your comments about 9-1-1 as what you were told is false.  FiOS Digital Voice does have Enhanced 911 that passes the coordinates of your location to the local Public Safety Access Point center located in the customer's county/city, NOT to a Verizon operator. Hope that helps to put your mind at ease.

 

Thanks,

Heather

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Moderator Moderator
Moderator
Posts: 10,160
Registered: ‎03-18-2013

Re: EXISTING CUSTOMERS

Message 4 of 7
(1,011 Views)

Hi brensgrrl,

 

Please go to your profile page for the forum by clicking on your name, and look at the top of the middle column where you will find an area titled "My Private Support Cases".  There you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. Please keep all correspondence regarding your issue in the private support portal.

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Contributor
Contributor
Posts: 1
Registered: ‎05-07-2013

Re: EXISTING CUSTOMERS

Message 5 of 7
(962 Views)

I have experienced this same thing with a variety of different of service providers.

Feel this policy practice falls under the "obtain more customers rather than please existing customers" 

catagory. NOT A CUSTOMER FRIENDLY PRACTICE!!!

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Employee Employee
Employee
Posts: 3,199
Registered: ‎04-10-2013

Re: EXISTING CUSTOMERS

Message 6 of 7
(913 Views)

brensgrrl

 

We still have not received your info regarding your issue. So we are considering that your issue has been resolved and we are closing your private support case. But if you still need help please make a new post and we will be glad to help

 

-Robert

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Employee Employee
Employee
Posts: 3,199
Registered: ‎04-10-2013

Re: EXISTING CUSTOMERS

Message 7 of 7
(800 Views)

brensgrrl,

 

Since we haven't heard back from you as requested in your private support case, it appears assistance is no longer required. Please make a new post anytime you need assistance.

 

Thanks

-Jose_VZ

 

 

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