Explain the logic in this
drbobber
Newbie

My contract for double play fios (phone & internet) is about to expire in two months.  I went out there to see what was available and saw on the general Verizon pages that the Fios phone & internet double play bundles were priced $74.99, $79.99 and $84.99.  However, it appears that is only for NEW customers.  Us lowly existing customers can only get the same bundles at $84.99, $89.99 and $94.99.  So explain the logic in giving a new customer free installation (that means two crews come out to your house, one to install the fiber and the other to connect the fiber to your house) and a better rate than existing customers would get?  Here I was thinking I could get the faster 25/25 internet at the same price I am currently on, but no, I need to actually pay more just to stay at the same level I am at.  AT&T used to pull this same kind of **bleep** with my DSL but always would up my speed and give me the same cost, until I reached the ceiling of their speed and then I jumped to join Verizon.  I never thought Verizon would raise prices for renewal.  And that general page where I came up with the 75/80/85 prices nowhere mentions this is only for new customers.  It took calling and talking to somebody to find that out.

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Re: Explain the logic in this
retiredme
Specialist - Level 1

This issue is an ongoing irritation to many consumers, and not just at FIOS. A quick check of any provider's website will reveal existing customers also chagrined at being excluded from better deals for new customers. First, this is not a new tactic. Businesses of all types will try to lure new cutomers with introductory bargains, and I have no objection to that because it builds the customer base and gives the business more leverage with negotiations with certain vendors. On the flip side, loyalty should also count for something. I have recommended elsewhere on these forums that there be an established loyalty rewards program. I suggested that Verizon might have a contest whereby customers would submit appropriate rewards for different periods of tenure; for example, customers of three years might get one free movie a week; at five years, a free service like HBO; at ten years maybe free DVR; etc. These were just examples, but you get the idea. There are quite a few threads with this topic, so your frustration is not unusual.

Re: Explain the logic in this
oldfashioned
Specialist - Level 2

I do understand that the gift card is available if you upgrade your services or renew your contract?  But I do agree it should be expanded and perhaps customers should be given choices of what they want.  For example, a gift card doesn't really appeal to me even though it make work well for other people and honestly, I don't want any free HBO or Cinemax or Starz thrown in.  The rates go up inevitably as it is from having the service.  A pre-existing customer obviously can't be given the cheaper deals offered to lure in new customers.  As for me, I really don't want to sign up for upgrades or alternative plans that will throw in more things that will add even more to my bill over the long run.  So for someone with tenure, how about a choice of a gift card, coupons that you could use at a local store, or a choice of a free CD or DVD?  It's hard to have a "one size fits all" with an enormous company that is serving such a diverse array of customers from various walks of life around the country.

When you think about it too, the appeal and usefulness of one type of reward may not work for everyone and I think that can often depend on where you live because each area is different.

All my services are working so what more should we really ask for, right?

Re: Explain the logic in this
retiredme
Specialist - Level 1

A good point, Q - a choice of rewards at certain tenure points, and let the customer decide which suits their needs. Now if we could only get VZ to listen. ( I did submit this on the Idea Exchange some while back).

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Re: Explain the logic in this
oldfashioned
Specialist - Level 2

I submitted the same idea myself on Idea Exchange.  Time will tell and we'll just have to see, right?  I think it's hard with such an enormous company dealing with a lot of its own pressures and such a diverse array of customers.  I couldn't imagine what it must be like to work there, not that I am defending poor customer service or making excuses. 

I must admit however, that Verizon is definitely a good product and I personally like it better than cable.  Whenever I am at my parents' house, there is definitely a difference in the TV picture quality and I appreciate having an IMG display that I can use directly for navigating the stations and viewing a synopsis of each program right there and I appreciate the array of channels I have available here at home.  I think my Internet speed is faster than theirs too.  You can only access the TV Guide menu on Cablevision by switching to one station and the menu just displays a few stations at once, scrolls down automatically to the next few, and then you can't read the synopsis of the program you want or get to the station from there.  You can get a program synopsis once you are on the station you want but only at the bottom of your screen and it gets cut off.  You can't click for more detailed information past that point.  And the graphics?  It's just black print over a litle white background for the synopsis.

So Verizon's IMG program definitely provides a lot more lattitude and better graphics that are more pleasing to work with.

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