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improve the customer experience, when Verizon screws up!

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WHYVERIZON
Contributor
Contributor
Posts: 1
Registered: ‎06-26-2012

improve the customer experience, when Verizon screws up!

Message 1 of 4
(830 Views)

When another choice in TV supplier, comes into play I really will consider dumping Verizon altogether! I have been a fan of Verizon and all the wonderful services you have come out with. What has fallen to the side. Customer service recovery. Its not much as what you have and can do, WHAT MATTERS IS WHEN YOU SCREW UP, how you make someone happy.... not the empty apologies and can we reschedule a service installation..... I have taken 2 days off based on a screw up you folks had, when I informed that I will be docked and I recieved a cold, concern...imagine when I was concerned and supported your workers when you all had to strike by switching to use NEXTEL for our company phone use.

 

YOU all have lost sight with how Verizon got here and keeping this condensending attitude will just force folks to switch to a better service even if by piecemail.....

 

Cell service.... I may consider Sprint or AT&T since I use it for the internet.

 

TV...... Time warner or Sat services looking better and better..

 

Home Phone.... well lets be honest, why should I even consider having this with a cell phone available.....

 

So heres a suggestion..... set up something on your website that allows people to complain, measure that level and perhaps develop processes to be proactive and making sure folks like me and others that will start thinking like this may consider this route to take.... its only a matter of time.... you all realized when cell phone usage increased and home phone ownership decreased..... FIX THE ATTITUDE..!!!!!!!

 

actual quote.....

ME: what if I decide to drop your services?

VERIZON:  well I prefer you not to. but thats upto you..(pause) what would you like me to do?

 

this is a big wow factor, not in the positive sense but wow, you guys dont freaking care!!!!

 

 

I WELCOME ALL COMMENTS FROM ANYONE ELSE WHO HAS HAD THIS EXPERIENCE!!

I SHOULD DO A TWITTER AND THEN PERHAPS WE GET RESPECT!!!

 

 

3 REPLIES 3
PJE
Contributor
Contributor
Posts: 2
Registered: ‎06-26-2012

Re: improve the customer experience, when Verizon screws up!

Message 2 of 4
(824 Views)

We have a FiOS acct w/TV, Internet, and phone.  I realize we are spending far more money each month than we need to.  What information can anyone provide, to decrease our bill?  Verizon is unwilling to help us on this. I would miss it, and feel good about being their customer, but  my pocketbook rules!!

 

   Can anyone enlighten me on why I should continue as a Verizon customer?  Please:  convince me to NOT disconnect our FiOS account!

PJE

nj_taxpayer
Contributor
Contributor
Posts: 4
Registered: ‎05-09-2012

Re: improve the customer experience, when Verizon screws up!

Message 3 of 4
(788 Views)

Both writers to this thread have provided little or no information that adequately describes either their problem, their issue, or what they have done to resolve either.  There are many of us who have come to realize that it takes a bit of effort on BOTH sides to come to a mutually satisfactory solution.  Note to both authors:  state your case explicitly, tell readers what you have done to resolve the issue, and then jump right in with both feet to solve the issue.  Life is, well ... , just like that.

questioning
Bronze Contributor II
Bronze Contributor II
Posts: 539
Registered: ‎10-05-2011

Re: improve the customer experience, when Verizon screws up!

Message 4 of 4
(767 Views)

I would agree.  What's the point if there is no attempt to solve the problem?  When the first IMG 1.9 upgrade came out, I still had my analog TV which I soon replaced with a flat screen because the analog can't accommodate the graphics.  And as far as Verizon becoming more expensive, that's bound to happen when your contract runs out and you don't renew it but ever since I renewed my contract which includes rewards like the pre-paid debit card and discounts, my monthly bill has been lower than ever and I didn't have any connections or know anyone who could pull strings for me. 

 

Life is like that sometimes when we have to figure things out.

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