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Comments on news posted 2003-03-13 17:07:36: One reader alerts us to an interesting discussion that has developed in the 0.verizon.discussion-general newsgroup. ..
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 rradina
join:2000-08-08
Chesterfield, MO | Improve service; reduce the need How about improving the provisioning and reliability. Then customers won't need technical support.
Hell. What do I know. If my leg is bleeding, I'll just ask for a couple units of plasma rather than stitching it up. | |
| 
cgruber
Dippin' Dots
join:2002-07-25
Oshkosh, WI
| Depends on what they are supporting Speaking from experience, many people want support for things that fall outside of what is generally acceptable. For example, supporting a LAN, while somewhat related to a ISP service, isn't necessarily part of general tech support. I could understand charging extra for that, or if people want help using a internet program other than a web browser or email client. | |
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Sedated3
Shooting Rubberbands At The Stars
Premium
join:2002-11-02
Brooklyn, NY
clubs:
| Re: Depends on what they are supporting cgruber  , these are my views also, and that's exactly what I posted.
Really, so much hoopla over nada.
Regards,
Sed | |
| 
Cariad
Logo Queen
Premium,ExMod 2001-03
join:2000-07-02
Staten Island, NY
clubs:
| It's just an idea As stated above, it's an idea which is being mulled over, and questions are being answered in detail on the verizon board.
Although I don't agree with the concept, users are not going to be forced to pay for premium support, it will simply be an option open to them if it ever takes effect.
Just for the record, I've only had one bad experience with VZ tech support, and that was when I first became a customer, since then when I've had a problem, all calls have been handled quickly and efficiently.
Most long time members of the VZ forum here at bbr will tell you, Vz service has improved greatly.
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Ryw in fwy na perffaith rydw in Gymraes. | |
| cableblows3
join:2001-06-17
Indianapolis, IN
|  Sprint wants their money too!
I wonder if this was a bill for a call or tech support?
Indianapolis mourning news-WISH TV news
[text was edited by author 2003-03-14 07:56:07] | |
| 
nixen
Rockin' the Boxen
Premium
join:2002-10-04
Alexandria, VA
 ·Cox HSI
 ·Speakeasy
| Standard Practice While to the primary consumer of residential services, this may seem a bit odd, tiered pricing for different support levels is rather common in the business world. In this case, it's simply a matter of Verizon needing to prove that the higher tiers are worth the price differential. For most individual users, it probably won't be.
What I would be really concerned with is the "extra support paid for on a per call basis". This sounds to me like they are considering charging extra if your problem goes beyond their 1st-line script readers and requires resolution from someone that actually has a clue. After all, not every problem is simple, and many of the complex ones are the fault of the provider and not the consumer.
Watch out...
-tom
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You can be only -so- accurate with a sledgehammer. | |
| | soothsayer15
join:2002-03-01
Irving, TX
| Re: Standard Practice Having worked tech support myself (not for Verizon, but for Roadrunner), it's not a bad idea if you have top talent. Everyone who has worked in tech support knows that you have geniuses and buffons within the same center. The ones with real knowledge and talent(like myself) will move on as soon as a better opportunity comes along. You have to be thick skinned to talk to customers all day, especially ones who have no clue about computers or think they know everything and won't listen.
[text was edited by author 2003-03-14 10:18:16] | |
| 
sekim
Premium,MVM
join:1999-08-17
Saint Petersburg, FL
·Verizon Online DSL
| install fee for tech support the install fee for premium tech support is...
and will be waived if you sign up for...
Plus only ... monthly, conveniently added to your monthly phone bill.
After the first incident there will be a flat charge of ... per call within any single billing cycle to cover the additional sub-contractor fees of $4.47 per ticket. Taxes will vary by state, please contact your local phone mart. | |
| Chair
join:2002-04-08
San Francisco, CA
clubs:
·DSL EXTREME
| I wouldn't go for it... Why? Makes Verizon look more of a money hogger then anything. When I buy DSL, I expect service and support. So you're telling me that your Tier1 support is basically.. crap, and I have to pay more to 'be actually helped' Why not do what Earthlink does.. don't charge more and make your Tier1 people ACTUALLY solve problems. | |
| 
okitismine
join:2000-08-06
Brisbane, CA
| Support is not free Having been part of a support group for many years, means that I got paid for work. Well, how much did they pay me, well NOT near enough to take what some customer had to give. If you look close you will find the best support well be that you pay for, M$, Cisco or alike. This does mean you should pay for support, but does mean you get better support if you pay. Just the fact of paying means you are entitled to more, The agent is better trained, because the group has money to retain them and train them. This would be true in any job. Think about IT.
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I can see it from here, but I can not touch it. | |
| texwebscout
join:2002-08-04
Galveston, TX
|  Not More Fees
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