Captain
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6.2K Messages
Verizon can learn from Simplisafe
Last evening in the Chicagoland area we experienced a significant outage of service for Verizon Home 5G. Our usual 300 mbps down/35 up crawled to 5 down and 8 up. After going through 30 minutes of useless online self diagnostic/troubleshooting tools and waiting on the phone, I thought I would try a "long shot" and try Facebook. Yeah, social media teams seem to get the funding these days, and a VZ "Social Agent" was on messenger in minutes. Steven was very nice but knew zip about technical things, but said he would contact support and asked me to wait a few minutes. About a minute later he was back and advised me they were experiencing "network issues in my area and engineers were working on a resolution". Estimated time for restoration was targeted for midnight".
My other six neighbors who have VZ home service were updated by me as we were already all on a chat. (Nine houses on our cul-de-sac, 7 have VZ.)
I thanked Steven and provided the following feedback: 1. Put a prominent notice on their website when a customer logs into their account that there is an issue with a short description. and 2. Provide the estimated resolution time and date. Then I get the response: "Thank you! That is a great idea and will pass this on to management."
Recap: so I and God knows how many other customers wasted their time, effort etc to troubleshoot with no results, of course, and then tie up VZ agents on their website, on Facebook etc.
Just plain stupid Idiots. Note I am not talking about Steven.
I want to thank Simplisafe for posting large, colorful banners on the website home page when there are issues. Did SS always do that? No, but SS does listen to their customers, and, most of time, act on customer feedback, or, which is fine, says no. Honestly. Transparency. They go a long way.
Today those idiots in Verizon management are going to hear from seven not so happy customers. And Steven, thanks for listening.
dlpsr
1.4K Messages
5 months ago
Here's a tip.
I'll skip the Simplisafe part entirely and refrain from comment. 😉 We'll have to agree to disagree. 😆
I laugh or get angry lol, at the Facebook advertising stuff from all of them, Cove, SS etc. Yank their chain occasionally too. All of them.
The tip.
You can do as you wish of course, but if my LAN, modem and router are up and I'm experiencing such issues the first place I visit is downdetector.com
Assumes phone service and or Internet access.
Google search, downdetector Chicago
And/or Verizon has a similar tool for network issues, as does Xfinity to report network issues to customers, I also check there if I have issues. Drills down to address usually. One or the other or both will tell the story. Usually.
Then you're at their mercy to get it fixed.
Sample of Verizon last 24 hours and shows normal complaints now, normal pic not included. Ookla is also the WiFi speed test outfit. I only use the free part.
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