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Customer Retention

Verizon has hit a new low for me. Their customer retention is now HORRIBLE!

I've been a customer for over 13 years. (Wireless for 13, FIOS for 3), and have always been able to work with customer service in finding pricing that is competitive and fair that fits my needs. Not so anymore.

My contract is expiring July 21st....and while they have propoganda spewed all over the website asking me to renew, it's a joke. I pay $89.99 for FIOS TriplePlay, and you want to me renew for $99.99 and you act like you're doing me a favor? I'm not laughing.

A new customer can get the same thing for $79.99, and tons of other 'incentives' like giftcards/discounts/ etc.

All I wanted to do is pay for the same price I've been paying...but nope...agent claims even talking to their supervisor they can't do. Amazing how Verizon will bend over backwards for new customers, but won't keep your loyal ones. It's a shame.

Why can't you allow your agents to save us all the trouble of going back and forth on this stuff. All I gotta do is disconnect and have my wife sign up as a new customer, and she'll get better pricing! What a waste of time and resources, all just ticking off the customers in the longrun. Why does Verizon consistently treat their long term customers like they are stupid?!?!

Well after talking with the agent that claimed she couldn't help me...got my disconnect scheduled, and my equipment boxes on their way. Hoping Verizon will see the light, come to their senses, and keep me as a loyal customer.

I expected fairness...and what Verizon is dishing out is now neglect. It'll take a lot now to get this bad taste out of my mouth!!

Comments

jellydiamond

You stayed with them-signed up again! What do they care!?! They've treated us like crap for eons and the service frankly sucks again- I was ready to cancel due to same feelings as you as well as terrible serivce (pixelations, dropped sound, frozen screen, phone not working intermittently...) but things got better and I frankly was too ill to deal with their customer service dept. and just let things slide- do you know that now that we're having issues again, they no longer even have email contact?!?! You are FORCED to "chat" which is a total joke becuase if they don't want to deal with you, they just click off and Oops- we were disconnected if you **bleep** later. It's a total joke. I've spoken at length with managers over the last 10+ years about the complete lack of repurcussions on the part of their "support" staff. NOTHING can be done to them for hanging up- "oops we must have been disconnected" WELL you have my freaking number- you provided it and I pay you monthly for it's service- do you think maybe you should call back? Nope- they'll say I hung up. There is ABSOLUTELY no sense of "the customer" at Verizon much less "the customer is right". HA!!
So now that I have all these issues, I have to WRITE a letter in the US mail essentilally to get ANY credit to my bill for all our inconvenience and outages essentially. In the past, you had to email EVERY time it happened to get any credits...I mean you are paying TOP dollar to get servcie so crappy you can't hear or see ANY punch lines, or miss "who done it"...you get it... its' crap. Forget calling....you get some {please keep your posts courteous} that is only trained to "reset your box". I've been throught that game a thousand times...I've switched out equipment numerous times- even driving to their center in person to assure a "new" box...NO ONE is sent out to fix an obvious problem in our line at some point...Nope. They KNOW they will wear you down- you'll give up like I have in the past without even realizing you are doing it. Hell, I'm SO convinced I'm switching to Cox (or other options) that I refuse to sign up for "autopay" and have actually paid far more in late fees than I would ever want to even admit to myself cause I will forget- EVERY other bill I have is on autopay. THAT is how much I hate them!!! 😉
GOOD LUCK but you must not have the same issues cause you signed up again. That's what they count on.

ps- has anyone noticed that not only do new customers get better prices but they are promised better programming!!! Not sure if they are just being duped as the lineup is the same on the website as what I get but the mailers have WGN America in HD for example as being available on ALL of their packages- I have the Preferred package and do NOT get it...(new show Salem is on that channel) but look it up on their website and it's only the top two tiers....

BAIT and SWITCH....that's the game- as you described. It's the same unfortunately with Cox and others I'm sure. ONLY difference is that they were always able to talk to you- and your service was so good you didn't NEED to try to get credits as a last resort. and don't get me STARTED on HOW CRAPPY the DVR service AND On Demand are!!!! CRAP Good luck. Hope you are just a channel sufer and don't plan on watching say an entire season thus far of a certain show- it will either not work, pixelate SO bad you can't watch AT ALL, or the very next day, all of a sudden the first 6 shows are suddenly gone- no longer available. I'm not talking old seasons you could and should get on Netflix- I"m talking CURRENT shows's seasons... Again, that's IF it works- often it just goes through the error message saying it's not available right now...that's not MY line...that's VERIZON FIOS period....the DVR- like I said, DON"T GET ME STARTED!!! Crap. You end up with the last 6 minutes of a show- if you are lucky! OR you watch the whole thing and miss the last 30 seconds!! OR you can't even program it cause the stupid system can't even figure out that you DON"T have a second show being recorded- the other one is just "off" by one minute in the programming. You can't fix that! You can't change start or stop times- you can't MAKE a computer see something!!! You have to give up and tape ONE show- or switch over after that minute or two and hit record manually. I pay TOP dollar again for THIS service!!!

GRRRRRRR

SinCara

It's called "new" customer pricing for a reason. You very well knew once your promotion was over the rates would go up. $10 is nothing. Would you rather these companies have a standard rate and no new customer promos? If you say yes then guess how much more everyone would be paying?

Why should you still get new customer pricing? If you do shouldn't everyone? If they did that then it wouldnt be called "new customer". I will never understand how people believe they can sign up for a service knowing its a special promotional pricing and that it will go up once over then complain because of it as if it's a shock that it's going to go up.

If you don't like how they run business go elsewhere, but have fun trying to keep the same price with the other company after your promotion is over because it wont happen. If you think $10 more is a lot go to Directv for their promo pricing then see how much more it goes up once over.

db909

Yep it is called the cost of getting new customers. Discount your price and/or give something away to lure them in and make money up in the long run. Every ISP, cell phone company etc etc does this in one way or another.

The great thing about FIOS is they are much more likely to have local competition, so when the discounts run out, go to the big cable company in your area, stay with them a year or two and come back to FIOS as a new customer.

50 down on cable is the same speed as 50 down on FIOS fiber.

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