I just started with Verizon this past Thursday for phone and internet DSL. Everything went smoothly except for the fact that there is a new webpage that Verizon is using that presents the customer and/or user with Profile options.
Every time that I try to access these options, a message appears that states that these options will be available when my installation is completed.
I have already installed the latest Verizon software on my PC, spoke to countless HSI support people, and am told that I would have to wait 48 to 72 hours for this to hopefully be resolved.
Each time, I am given a scripted response where each rep uses screen sharing to try and resolve the problem. They waste my time by spending over an hour checking options, and then tell me that it is a webpage problem not my PC.
I have never seen a new webpage rolled out and Beta tested while the old one was closed. In other words, every competitor of webmail Hotmail to Outlook, and Google with their new webpages, always keeps the old webpage active until they have worked out all the problems of the new one. They even allow you to try the new one, and then roll back if you were not satisfied.
Verizon, you did a very poor job with this roll out by not presenting these options to the user. In your rush to implementation, you run the risk of losing customers because of the time wasted by scripted customer service reps who don't have a clue as to what is going on. I left Time Warner Cable to come to you for specific reasons, and in regard to Internet, you pale in comparison to their customer support. It never took them days to resolve a problem.
I guess Internet services is not important enough.
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