Verizon…GET YOUR ACT TOGETHER! I’ve been using the Verizon FIOS package for a year (this is their PREMIUM home service of internet, phone, and TV), and have been underwhelmed to say the least. I’ve honestly never experienced a more frustrating customer service experience in my life! I cannot believe this is a big company! Tonight I’ve decided to cancel my Verizon FIOS service (if I can get through to a service rep that is). If you are trying to decide if Verizon FIOS is right for you, let me save you some headache…don’t do it! Actually, if you are trying to decide on ANY Verizon service…turn back while you can! If their PREMIUM service is this horrible, I really don’t think good service exists for ANY of their services.
Anyways, although I flame…Verizon, PAY ATTENTION! Even though you’ve been nothing but a pain, and your customer service reps rude and unhelpful, I will give you some some FREE UX advice:
1. Use Relevant Phone Numbers…You’re a Phone Company!
It doesn’t matter what number you call published by Verizon, it all goes to the same phone queue. Tech support…same phone queue. Sales inquiries…same phone queue. Billing questions…same phone queue…you get the idea. Verizon, are you running out of telephone numbers or something? You can’t afford to dedicate a unique phone number for specific purposes? Sure, have a general phone number that can route users, but why not also have dedicated 800 numbers for specific user goals? When I call billing, I don’t want to talk to a computer going through 6 menus items, 3 levels deep, with totally irrelevant service options…I just want to talk to someone about billing! How about 800-VER-BILL for billing? Or 800-VER-TECH for tech support? You’re a phone company, you can make it happen! I just got a message on my Verizon FIOS TV, which says a channel is locked and to call 888-553-1555 to unlock it. Guess what? That’s the general phone queue…FAIL.
2. If a Technology Isn’t Ready, Don’t Use It!…PS, Computerized Robot Operators Aren’t Ready!
Have you ever talked to a computer and liked the experience? Please leave a comment with that phone number, because I’ve never experienced one that got it right! Not only does Verizon not get it right, they get it horribly wrong! (Don’t believe me?…try calling 888-553-1555). Verizon, I know it costs some money to use real people…but it’s worth it if it keeps your customers happy. Your computerized robot isn’t ready for production yet…get it?! I’ve called and talked to that robot about 15 times.
- 7 of those times I got caught in some kinda of phone loop where I never talked to anyone and never got my problem solved.
- 3 of those times I finally got a live person (after numerous menus and submenus of options), but ended up with the wrong live person and needed to get transfered anyways.
- 2 of those times I got to a live human only because I kept choosing the option to cancel my service (apparently you take those requests more seriously).
- 3 of those times I hung up cause the robot either can’t hear me or understand me.
If you’re following the count…the success rate for a good user experience doesn’t look good. If I eventually DO get to the right person, I’m probably already frustrated just from your phone menu system, even if my problem does get solved. My advice…your robot isn’t saving you any call center money because whoever ends up answering the phone STILL plays operator by transferring you to the right person. In fact, it is costing you money because this horrible service will cost you customer loyalty. If you still INSIST on using a computerized operator, at LEAST give option #0 on the topmost menu, the “talk to a live operator” option. Computer Robot Operator = FAIL.
3. Keep Your Front End Data Updated With Your Back End Data!…Cmon, That’s Web 101!
I first noticed this because I almost paid the same bill twice. Try this if you are a Verizon customer. Login and pay a bill online. Chances are, they don’t update your new current balance to 0. Depending on where you are in your billing cycle, it might show you still owe that amount you just paid for several days…even several WEEKS! So if you pay a bill, login a week later, you’ll still see the amount there in BOLD RED that you still owe money!
C’mon Verizon…this is Web Applications 101. Have your back end data match your front end data. If a user pays the bill… the current balance NEEDS to be updated. If we pay a bill, we need to see it confirmed that it is paid! When I called in to ask a customer service person about this problem, and to clarify if I still owe any money, they said, “What do you mean? That number you still see in BOLD RED means PAID, cause red means PAID in accounting.” I respond…”No sir, to me and probably most of the population, BOLD RED means STOP and WARNING! Instead of BOLD RED, you guys need to show the balance as 0″. He responds, “Hmmm…you have a point there. Actually, your current balance will update to show 0 in 2 weeks when your billing cycle resets”…FAIL. Oh yeah, forgot to mention…nowhere on the online account details or bill details does it show you the bill’s DUE DATE! …don’t get me started!
Verizon. If you want to stay in business, you need to spend some money and work on your customer experience! For me, I have a “3 strikes and you’re out” rule… and it seems you’re all outta strikes!
October 9th, 2008 at 10:53 am
I could not agree more with how bad Verizon FIOS is. I have different reasons, but I feel the same. It is the worst company I have dealt with in a long time. If there are other places to warn people about FIOS, I’d love to know them.
First, I waited for my $400 Sharp TV promotion, then I waited for any brand TV, then I waited for my $200 gift certificate to Best Buy, now they are offering me only $200 off my bill spread out over 6 months. It is called bait and switch or just a plain scam. In all of 7 months they now say the promotions expired and they can only offer the 6 month discount to add up to $200. Now, for the 3rd time they are tellin me someone will call me back to straighten it out. Nobody did any of the other 2 times.
Aside from that, the program guide is very incomplete, while the one from Comcast was perfect with correct details. the picture is a little better, but the cable box has only “S” video if you are not getting HD. They brag about fiber optics to your house, then give you an outdated connection to your TV.
Their house modem, which governs everything, is a very short range B/G modem. You must connect it to a quality “N” modem of your own by wire, if you expect to get your computer signal to go more then 10 or 15 feet.
Given all of this, I would never buy it again and am in the process of breaking my contract.
November 17th, 2008 at 7:40 pm
Verizon Fios is horrible. I was able to get higher speeds through my neighbors Comcast than I did with Fios. In addition the $99 deal I signed up for was not valid in my area so they charged me over $160 each month without telling me that it would be more. I called and cancelled but continued to get service. I had to call again since the first representative was apparently incompetent. Furthermore, that first representative charged me a $200 cancellation fee despite reassuring me I was “fine” and didn’t need to worry, I wouldn’t pay a fee. Five months later I am still fighting with them and can not get a return call. I’ve been told there is only one manager in all of Verizon Fios that I keep speak to. Mr. Karadaras has yet to return any of my half dozen calls. Apparently his Verizon service is even worse than mine was!
November 25th, 2008 at 6:10 pm
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