For Verizon Management

Your phone call survey asking to rate the PERSON I worked with  using a computer bot is ANNOYING!!!!  I cannot stress this enough.  The person I work with is responsive and adaptable... the Survey Bot is slow, repetitive and wastes my time.   I score the Survey BOT a 0 out of 10 and it destroys my happy, satisfied experience which prior (talking to the human) was pleasant and useful.   Finally... asking for a 'reason' for the rating is particularly annoying.

They ask the reason when you give a low score so the rep can be told what they did wrong and how to improve their service. So you give a "bot"a score of 0, but really it's the rep that gets that 0 score.

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    For the last two weeks, I have been trying to get Verizon to resolve an issue with our FIOS digital voice services to no avail.  I have shown a great deal of patience concerning this matter; but, my patience has run out.
    On your website, and on your FIOS iPhone app, Verizon advertises the ability to check voice mail and activate call features such as call forwarding, two features my wife and I would like to use.  I have attempted on multiple occasions to access the Verizon FIOS Digital Voice Account Manager.  Each time after entering my user name and password a webpage comes up that has no hyperlinks showing FIOS Features “Calling Plans”, “Online Voice Mail”, and “Calling Features”.  There is NO ability to access any of the features.  Nothing.
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    bogus129 wrote:
     ... Verizon advertises the ability to check voice mail and activate call features such as call forwarding, two features my wife and I would like to use.  I have attempted on multiple occasions to access the Verizon FIOS Digital Voice Account Manager. ...
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    I'm not at all certain I understand your issue, but it appears that you are trying to manage FiOS Digital Voice online.  If that's the case, have you tried visiting:
    http://www.verizon.com/fiosvoice
    Works for me.

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  • Request for upper management contact

    I have been speaking with Verizon since Thursday, April 2, 2015 regarding my dissatisfaction and possible departure from Verizon.  As a valued Verizon customer of over a decade I would like Verizon to know that they have failed me as a customer!  I have lost confidence in the structure of customer support and have not only been lied to, hung up on and misinformed by your representatives.  With that said, I did speak to an outstanding representative on April 2, 2015 who was knowledgeable and very helpful (Brianna).  After discussions regarding my desires to possibly upgrade early as I am not due until October 2015 we discussed a resolution of allowing me to upgrade now with a 2 year contract verses the Edge program.  We also very educationally discussed the differences between both programs as well as the advantages and disadvantages of both.  I absolutely do not wish to ever go on the Edge program and Brianna was amazing at understanding my reasons which I will not discuss on this form out of respect for Verizon but would love to express why verbally when and if I am contacted by someone with the authority to make my situation right.  I explained to Brianna that Sprint was offering a 2 year contract with the phone I wanted to upgrade to (which by the way is NOT the latest and greatest phone) for free.  I asked Brianna if Verizon would be willing to extent the same offer and I would maintain my business relationship and loyalty to Verizon.  A small gesture for a valued customer in my most humble opinion!  Brianna said that she believed this could happen and that at minimum I could up grade now and pay the 2 year pricing for the phone of choice.  She said that she would have her supervisor approve and get back with me within 24 hours.  This never happened, so I called back to the customer service after the 24 hour period had expired.  I was received by Shawness who was helpful and kind.  After reading the notes on my account and understanding my request she said that she could forward my call to the correct department to assist.  Well, I was forwarded to a young lady named Christina who works in the "financial services" department...not at all a department to help my situation.  Christina then said she could forward me to the correct department and I was one hold for approximately 10 minutes only to be hung up on.  At this point I have spent approximately over an hour trying to resolve this issue after being told that a supervisor would return my call the day prior...which still to date has not happened.
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    Follow us on Twitter @VZWSupport
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    >

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    Thanks & regards,
    Supriyo

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