"Tell Us What You Think" survey

[SynthpopAddict]

Since I keep getting that popup regularly whenever I'm logged into the forums, and the comments section of the survey only allows up to 500 characters when I’ve got more to say, here’s a more detailed account for Verizon.

1) Thanks for making at least some of the phone deals available to both new and existing customers now.

2) Please train all your employees that discounts cannot be stacked.  As an example, we can’t get loyalty plus a job type discount together.

3) Don’t make redeeming promotions (TVs, Xboxes, rebate cards, etc.) such a hassle.

4) Why are there so many different offers/deals out there?  From reading the forums regularly, it’s no wonder why Verizon CS is so often mystified by some offer somebody’s asking about.

5) Please improve customer service in general…please.  Longtime Verizon customers remember days when it wasn’t like it is now.  My suggestions are:

                -Stop using the generic “vzw customer support” profile and have all the agents use a personal profile when posting in the forums for better accountability.

                -Don’t keep reassigning customers randomly every few minutes to someone else during live chat.  Also, why is it we get disconnected after about an hour of being passed from one person to another?

                -CS agents should be able to record notes which can be assigned to the customer’s account so a “paper trail” of sorts is available for an issue.

                -CS agents should know who to escalate specific issues to.  And the next tier of support should have contact information within the ticket for the customer to be able to reach that department.

6) Change the device unlocking policy.  The current “use for 60 days” is misleading and I believe encourages theft of Verizon phones.  Then the phones are fenced overseas to unsuspecting victims who can’t figure out why their phone hasn’t magically unlocked after 2 months.  There are also people who have a Verizon phone which has mysteriously remained locked and cannot be unlocked.  This is usually due to them having bought the phone at some other retailer.  In these situations, some kind of verification or linkage of IMEI numbers to the customer account needs to be implemented, so Verizon phones purchased legitimately elsewhere can be unlocked upon request?

7) Please allow some limited access to a disconnected account.  None of the means which are supposed to work actually work!  There are huge discussions in the forums from former customers who cannot print equipment return labels due to this.

8. The website link for registering a cell phone signal booster doesn’t work and has been broken for a long time.

9) Can you stop sending me that survey popup?  It freezes up my browser if I’m in the middle of posting a reply to a thread and then I can’t post either.  Other times, it causes whatever page I'm trying to reach in the forums to not load or otherwise take ages to load. "No, not the gray screen again!!!"

[SynthpopAddict]

10) Can an additional means besides texting be implemented for 2 factor authentication?  When someone's device is unusable for whatever reason, it is an incredible hassle to access one's account.