| One Customer Service Number Would Be Nice I don't know how many hours I wasted trying to reach the appropriate department at Verizon. Each time I call I get routed to a department that doesn't handle FIOS accounts or the call center does not handle accounts out of my states. Calling during the weekend is bad because the sales department is closed. If you want to order channels on FIOS TV over the weekend they will create an order for it but it won't get completed until the next business day. Cable companies will activate services over the phone on the spot, even if its 3am.
The automated voice-prompt system is a nightmare as well. It never understands what I say and it picks up background noise as well. Since I'm a FIOS TV/Internet-only subscriber (no-landline), customer service ALWAYS has issues with locating my account because I do not have a billing telephone number.
Overall, I appreciate Verizon's efforts in cleaning up but there is still a lot of improvements that need to be done.
VERIZON: Please give us one number to call without being transferred 50 million times, thats all I am asking. Thank you. |
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 bdh
join:2007-08-21
Little Elm, TX
 ·Suddenlink
| said by Electro960:I don't know how many hours I wasted trying to reach the appropriate department at Verizon. Each time I call I get routed to a department that doesn't handle FIOS accounts or the call center does not handle accounts out of my states. Calling during the weekend is bad because the sales department is closed. If you want to order channels on FIOS TV over the weekend they will create an order for it but it won't get completed until the next business day. Cable companies will activate services over the phone on the spot, even if its 3am. The automated voice-prompt system is a nightmare as well. It never understands what I say and it picks up background noise as well. Since I'm a FIOS TV/Internet-only subscriber (no-landline), customer service ALWAYS has issues with locating my account because I do not have a billing telephone number. Overall, I appreciate Verizon's efforts in cleaning up but there is still a lot of improvements that need to be done. VERIZON: Please give us one number to call without being transferred 50 million times, thats all I am asking. Thank you. 1) centers that dont handle your area are contractors... not actual VZ employees. the IVRU doesnt do a great job of distinguishing copper / fiber customers.... i agree with you on that.
2) there is an after-hours video service that can place orders to upgrade service after 8 pm local time during the week & have limited hours on weekend. anyone in tech support can transfer you there.
3) Orders do have the next-day due date... just how the system works. If you get a hold of tech support after order is placed; they can complete the order for you.
4) The next time you call, find our what they have listed as a contact number ( cbr = can be reached ) and use this when you call... it'll help with confusion locating your account.
5) 888.553.1555 for residential, 888.244.4440 for business. Should have prompts for billing, add service, tech support etc. VZ was working on 800-Verizon but I dont think it was ever launched. |
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| reply to Electro960
1-800-VERIZON will get you to all departments. |
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 jmn1207Premium
join:2000-07-19
Ashburn, VA | reply to Electro960
said by Electro960:The automated voice-prompt system is a nightmare as well. On those rare (thankfully) occasions when I need a tech visit, such as when installing a "complicated" and expensive $75 CableCard  , an automated idiot calls me the night before the scheduled visit. The programming for this text-to-speech is silly, calling my street name, which uses "DR" for "Drive", a "Doctor". I just roll my eyes and say "Yes", when it asks me if I live at 123 West Park "Doctor".
Even if you tell the automated caller that you no longer need the tech to come out, this info never gets to the right department, as you still get a call from the tech the morning of the scheduled visit, verifying whether or not you are home. |
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Reviews:
·Optimum Online
 ·Verizon FiOS
| reply to Electro960
said by Electro960:I don't know how many hours I wasted trying to reach the appropriate department at Verizon. Each time I call I get routed to a department that doesn't handle FIOS accounts or the call center does not handle accounts out of my states. Calling during the weekend is bad because the sales department is closed. If you want to order channels on FIOS TV over the weekend they will create an order for it but it won't get completed until the next business day. Cable companies will activate services over the phone on the spot, even if its 3am. The automated voice-prompt system is a nightmare as well. It never understands what I say and it picks up background noise as well. Since I'm a FIOS TV/Internet-only subscriber (no-landline), customer service ALWAYS has issues with locating my account because I do not have a billing telephone number. Overall, I appreciate Verizon's efforts in cleaning up but there is still a lot of improvements that need to be done. VERIZON: Please give us one number to call without being transferred 50 million times, thats all I am asking. Thank you. Many of these so-called "Customer Service" functions could easily be handled on their website, or through the remote control if your talking about the overpriced rent-a-doorstop they call "cable-tv boxes". Just how far behind modern times your cable company is makes them more or less customer friendly in 2009+. |
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