Verizon Premium Tech Support Worth It?One of their support techs seems to think so... ( old news - 11:59AM Monday Apr 16 2007) One of the Verizon employees for Verizon's new "Premium Tech support" services stops by our forums to ensure users that the $10 fee for full hardware & software support is worth it. "I have personally helped customers solve issues that would have cost them hundreds of dollars to repair and they only had to pay the 9.99 for a month," he says. "The support removes most of the boundaries and time limits that a standard support agent has." He also addresses our users' worries that the service is simply more script-reading low level techs: "They are also more like the cream of the crop when it comes to education level and Verizon has strict guidelines, testing, and training for their premium agents," he humbly insists.
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 tmc8080
join:2004-04-24
Floral Park, NY | A real American Job? You mean the people at broadband reports.com FINALLY are NOT OVERQUALIFIED for a job at Verizon?
Woo-Eee! | |
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TK Junk Mail
Go ahead, make my day
Premium
join:2002-03-03
Margate City, NJ
clubs:
 ·Comcast
| Re: A real American Job? The alleged anonymous Verizon tech quoted in the story here logged in to BBR from Northern Ontario(dslfixer(anon)@tbaytel.net). Is he a real Verizon employee or has Verizon outsourced this service? Or is he a fraud?
»tbaytel.net/corporate/
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My BLOG
My Web Page | |
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en102
Canadian, eh?
join:2001-01-26
Valencia, CA | Re: A real American Job? It would be pretty interesting if tech support was based out of ThunderBay... that's waay out there in the boonies. I know, as I used to live in White River (~300 miles east of Thunder Bay). | |
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inteller
Sociopaths always win.
join:2003-12-08
Tulsa, OK | what kind of testing? I hope its more than an A+ certification and taking some online courses. | |
| | | | | | | sd70mac666
join:2003-06-05
Saint Albans, VT
| Re: what kind of testing? Let's put it this way guys. I've got a 15 year old cousin that is mentally handicapped, and is deaf. if I tought him how to do everythign he probably could. He's not stupid by any stretch. one of my other cousins has a degree in computer programming. Sounds like he's way too overqualified and for premimum tech support? Does that mean "deviate from script and listen to the customer?"
I'd want more. When my cousin has to repair computers he charges a reasonable rate, unless you're related to him, which I am then I get my computer fixed for free. But he tells me to do it myself first so that's what I end up doing unless it's screwed up. And I know damn well he woudn't charge me for tech support. | |
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Jodokast96
R.I.P Bassman442
Premium
join:2005-11-23
Erial, NJ | I think Verizon should pay me and every other regular over in the Verizon forums $12-$15/hr. in back pay for the horrible level of support they've provided people. | |
| | Joe12345678
join:2003-07-22
Des Plaines, IL
edit:
April 16th, @06:57PM
| said by inteller  :I hope its more than an A+ certification and taking some online courses. I hope they know more about math then the other call center reps »www.verizonmath.com/ | |
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exseven
Premium
join:2003-05-23
Stoney Creek, ON
| Re: what kind of testing? said by Joe12345678 :I hope they more about math then the other call center reps » www.verizonmath.com/ me fail english? thats unpossible! | |
| | penawab2007
join:2007-03-28
Old Town, ME
 ·Verizon Online DSL
| You can also imply this, that Verizon is conceding their existing tech support and how it's structured suxx big time, and to get some quality help, YOU HAVE TO PAY FOR IT! What should have come before was just phone number with people who think they can help you, AND WE KNOW IT. But since you (the customer) have very few alternatives in many areas of the country, WE DONT GIVE A RATZ ARSE.
I do realize, this premium support covers other stuff too, but lets face it, many times, a person's PC is PART of the problem anyways when they've got connection issues. Believe me I was a DSL TS person myself for a higher speed company, and when folks didn't get the max, usually 4/5 mbps and Up, they'd be calling accusing the lines. 9 times out of 10 it was a modem/pc/router scenario, so its a little hard to place absolute blame, so Verizon is saying now, they'll cover this stuff, which they should have all along.
The thing I want to see, is if they'll actually give some sort of adequate level of support, b/c based on what I've personally seen the last 6 weeks, customers may do better to call that Computer techy cousin or nephew/niece, cause so far their TS has been the pits.
We'll sEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEE!!!!!!!!!!!!!!!!  | |
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GemSnake
Premium
join:2000-10-19
3rd layer
clubs:
| Re: what kind of testing? said by penawab2007 : 9 times out of 10 it was a modem/pc/router scenario, so its a little hard to place absolute blame, so Verizon is saying now, they'll cover this stuff, which they should have all along. But you are failing to mention that they are saying they will help you with pretty much anything - video cards? sound cards? external drives? video game consoles???
It is himan nature to try to get more for less. They will fail miserably. I am not saying this because I want them to fail. I am saying this because I spent 3 years with DSL support.
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"In a fight between you and the world, bet on the world." - Franz Kafka | |
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NJxxxJon
something good. or your mom.
Premium
join:2005-10-22
00000
 ·Skype
 ·GoDaddy Hosting
| No Hell no. I have VER DSL and I figure out my OWN issues. Not one person speaks words you can understand and I am not a racist either....
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Another merger, another ex-girl, another car insurance payment, another another, another beer, another life, another tag for you! | |
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brak22
Premium
join:2006-04-13
| Re: No I totally agree with you. All they want to do any more is either take over you computer or blame it on a virus. I had a problem a few weeks back and the techs insisted the problem was a virus on my computer or a hardware issue. I was finally able to get a tech to my house and low and behold the problem was the line. Now no problems. Yea right a hardware issue, whatever! | |
| | | | nguyen27
join:2003-05-14
Quincy, MA
| I'm Little confused ** I have personally helped customers solve issues that would have cost them hundreds of dollars to repair and they only had to pay the 9.99 for a month **
How does an issue which can be troubleshoot will cost hundreds of dollars to REPAIR??? Isn't troubleshoot the issue different from repairing something?? I still think the "Premium Tech Support" is overrated. | |
| | openbox9
join:2004-01-26
Navarre, FL
·AT&T Southeast
·Mediacom
| Re: I'm Little confused Cost can be justified in comparison to calling out something like Geek Squad to repair the viral pop-up that keeps showing up on your teenager's screen. Is Verizon's monthly service intended for the people that visit sites like BBR? No! Verizon's service is intended for Grandma that can barely find her power button, let alone even begin to troubleshoot the box. | |
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gaforces
United We Stand, Divided We Fall
join:2002-04-07
Santa Cruz, CA
·Cruzio Internet
edit:
April 16th, @03:55PM
| Look what the tech said to me »Pass the buck
I stand by what I said on that other forum.
That if you call in for connection issues they will blame everything but thier network, and try to make you buy the premium service to get your connection back.
Removed the verizon guy ref because it isnt proven that those guys actually work for verizon, but it looks like they are defending them ...
I actually think its a good idea for people who have a lot of computer problems(I am not one of them)to use something like this, if they had a good (honest) service to use. Good luck to verizon if they can provide a quality service.
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The will of the people is the best law. -Ulysses S Grant | |
| | openbox9
join:2004-01-26
Navarre, FL
·AT&T Southeast
·Mediacom
| Re: Look what the tech said to me Well, if you are having a problem with your Verizon TA/router losing sync, then there is no question that Verizon should troubleshoot and repair the problem. On your side of the TA/router, then yes, Verizon might make the push for you to upgrade to the premium support service, which people shouldn't have a problem with considering it's the costumers' equipment  | |
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gaforces
United We Stand, Divided We Fall
join:2002-04-07
Santa Cruz, CA | Re: Look what the tech said to me Agreed, I dont use Verizon atm but I am thinking about it for wireless.
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The will of the people is the best law. -Ulysses S Grant | |
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Kilroy
Premium,MVM
join:2002-11-21
Sterling Heights, MI
| This quote got me said by "Tech" :
They are also more like the cream of the crop when it comes to education level and Verizon has strict guidelines, testing, and training for their premium agents," he humbly insists.
The word Agents is what tossed me over the edge, are they related to Geek Squad? If so I'd have to advise people to stay far away. To me education level doesn't mean squat. Knowing the seven steps to laser printing doesn't mean you know what's wrong when the toner doesn't stick or there are lines on the output. Knowing how DHCP works doesn't mean you know what to do when a workstation has a 169.254.x.x address. I'll take someone who knows what they are doing over an "educated" person who knows the certification answers.
I don't see any service like this worth $10 a month for the average user. Where does the support stop? I can do a lot over the phone, but sometimes you actually have to be there.
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How hard does DRM have to bite before business abandon it? | |
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brooklynman4
join:2004-09-07
Brooklyn, NY | Re: This quote got me May i control your pc remotley?? My i see whatu have in ure ure pc ?? | |
| lesopp
join:2001-06-27
Land O Lakes, FL
| Worth it, not to me They are probably counting on one tenth of one percent of those that signed up actually using it. Sort of like their "inside wiring maintenance" plan.
It will be interesting to see what happens when a crappy MS patch breaks things and 50,000 premium tech support customers all call in on the same day.
My guess is it will implode when its most needed by those that pay for it. | |
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TeatherWind
join:2001-08-21
Euless, TX
 ·AT&T U-Verse
| One time fee. I know they also have a plan where if you don't want to pay 9.99 a month.. which also carries an early term fee of $31 bucks, you can pay ~$64 bucks.. and get 2 maybe three days of unlimited tech/phone support.
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"Independent thinkers tend to ALWAYS have someone not agreeing with them. It's The non-thinkers that ALWAYS come in legions." John Callari | |
| | Joe12345678
join:2003-07-22
Des Plaines, IL
| Re: One time fee. said by TeatherWind :I know they also have a plan where if you don't want to pay 9.99 a month.. which also carries an early term fee of $31 bucks, you can pay ~$64 bucks.. and get 2 maybe three days of unlimited tech/phone support. they will just keep the heavy users on hold. | |
| 
Rob A
Jets AFC East Champs
Premium
join:2005-01-17
Pompton Plains, NJ | I'll pass.... Pay tech support, lol. | |
| | penawab2007
join:2007-03-28
Old Town, ME
·Verizon Online DSL
| Re: I'll pass.... Same here, why in the world would someone risk paying 10 bucks a month for tech support thats proved to be absolutely abissmal up to this point. You'd have a better chance lighting your $$$ on fire and preying for your problem to fix itself then to pay Vz tech support and expect resolution. Based on what I've experienced to date! | |
| robie88
join:2003-04-19
New York, NY
edit:
April 17th, @12:59AM
| thieving slime well, for Verizon, the logical outgrowth of this would be to eventually have a form of "free" self-service if you need some support, and paid-for "live" service if you need more substantial assistance.
Think of it as the FINAL level of outsourcing..... instead of getting cheaper help overseas, they cut the cost altogether and make the customers have to pay for their own support.
Verizon is a bunch of thieving slime. I'd sooner spit on someone that was dumb enough to pay them for "premium" tech support. Like they are doing you some big favor if they assist a customer in actually getting Verizon services to work...... nerve!!!!
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The best things in life are free...(after rebate and free shipping!) | |
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jubangy
Premium
join:2005-03-26
Erie, PA | Re: thieving slime They are doing you a favor if its the users fault b/c of clicking ok on the wrong sh*t.....
And how is it verizons or any isps problem to get the consumers hardware working past the modem? | |
| 
datguy2
@aol.com
| no more troubleshooting past the modem How about this, Verizon ONLY troubleshoots to the DSL modem and thats it, the rest is your responsibilty.
No more computer issues, 3rd party routers, etc
Youre in sync, the modem stats look good, your signed in with a valid name and pw- now call your computer guy | |
| |
scriptjunkie
@mcciglobal.com
| Re: no more troubleshooting past the modem How about this, Verizon ONLY troubleshoots to the DSL modem and thats it, the rest is your responsibilty.
No more computer issues, 3rd party routers, etc
Youre in sync, the modem stats look good, your signed in with a valid name and pw- now call your computer guy
This wraps up my feelings on this as well. Verizon supports any service that you buy from them. Namely, the internet. Your computer, router, printer, wiz bang 5000 or whatever you have is not their problem. When you have broken brakes on your car, do you expect that your entire vehicle is rebuilt FOR FREE? Didn't think so. | |
| | | Mikoto
join:2007-05-07
Murillo, ON
| The Blame Game First I'd just like to say, what level of support do you really expect with your DSL when you pay 25$ a month? I don't agree that you should expect them to cover every single problem you come up against. Now yes, there are alot of people that blame viruses and hardware for problems, but you'll find that at any ISP support. At the wages your ISP pays it's reps, especially the ones outsourced to India, you can't exactly expect that the average employee knows what an ISDN modem is, or why DSL and the phone can coexist.
Is premium technical support that much better? Well, it covers alot more, but as previously stated it's still a low paying job by any tech standards, so you can't expect that it's full of PhDs. But for 10$ a month, it's a no-brainer that you are getting a hell of alot more then you are paying for. So stop whining and blaming everyone else for your problems and either fix it yourself, or get someone else to, whether it be warranty, Premium Technical Support, your friend who knows what they're doing, or your 10 year old sister. Seriously, grow up. | |
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I do spyware scans when needed thats all.