Software and Hardware issues... And HORRIBLE customer service
January 26, 2023
Software and Hardware issues... And HORRIBLE customer service
Score 1 out of 10
Vetted Review
Verified User
Overall Satisfaction with Verizon Connect
I have a total of 9x vehicle cameras/trackers and 3x non-powered assets for my firm from Verizon Connect Reveal.
I have had this service for less than 6 months; the first 1-2 months, everything seemed to function correctly, tracking and camera alerts.
The past 3-4 months have been a complete nightmare. The cameras will go offline constantly - We have had 3rd party techs (sent by Verizon) out multiple times to "fix" them... They just power them down and re-install and reset. This works for 1-2 weeks and then they go back offline.
The trackers, over the past month, will no longer work consistently, some of the vehicles will not provided updates for days to weeks.
The biggest issue I have with all of this is Verizon Connect/Reveals COMPLETE lack of customer service. As soon as these issues started, I reached out... in my experience, it would take weeks to get even a response from the Repair Department.
My "Customer Service Managers" that were assigned (2x of them) have still not responded - in my experience, I have emailed them each 10+ times to date, and literally no response in any way, shape, or form.
My Verizon Business Rep has been the only help; she continues to submit requests to management, escalation requests, customer support, and other departments to get some type of answer. However, many times, when I get responses from this, they are generic and do not fix the issue.
In my experience, I have also never been offered any type of credit/assistance with a service that I pay north of $ 300 a month for and have been able to actually use less than 50%... I am at my wit's end and EXTREMELY disappointed with the service, and the complete lack of support... I realize now I should have done more reading online, seeing a lot of other firms having similar issues.
It looked like a great system; it checked all the boxes for what we needed - But considering it doesn't work over half the time, I feel I am now being forced to figure out how to cancel/terminate my contract and now invest time into finding another system, and having all my vehicles brought back in and re-outfitted.
I have had this service for less than 6 months; the first 1-2 months, everything seemed to function correctly, tracking and camera alerts.
The past 3-4 months have been a complete nightmare. The cameras will go offline constantly - We have had 3rd party techs (sent by Verizon) out multiple times to "fix" them... They just power them down and re-install and reset. This works for 1-2 weeks and then they go back offline.
The trackers, over the past month, will no longer work consistently, some of the vehicles will not provided updates for days to weeks.
The biggest issue I have with all of this is Verizon Connect/Reveals COMPLETE lack of customer service. As soon as these issues started, I reached out... in my experience, it would take weeks to get even a response from the Repair Department.
My "Customer Service Managers" that were assigned (2x of them) have still not responded - in my experience, I have emailed them each 10+ times to date, and literally no response in any way, shape, or form.
My Verizon Business Rep has been the only help; she continues to submit requests to management, escalation requests, customer support, and other departments to get some type of answer. However, many times, when I get responses from this, they are generic and do not fix the issue.
In my experience, I have also never been offered any type of credit/assistance with a service that I pay north of $ 300 a month for and have been able to actually use less than 50%... I am at my wit's end and EXTREMELY disappointed with the service, and the complete lack of support... I realize now I should have done more reading online, seeing a lot of other firms having similar issues.
It looked like a great system; it checked all the boxes for what we needed - But considering it doesn't work over half the time, I feel I am now being forced to figure out how to cancel/terminate my contract and now invest time into finding another system, and having all my vehicles brought back in and re-outfitted.
- Simple hardware setup
- Simple installation
- Good web interface
- Lack of connectivity
- Lack of hardware updates
- Lack of any customer support
- Lack of knowledge of their own system (in my opinion, techs frequently had no idea what was causing the current issues)
- Inconsistent service
- Fleet Maintenance
- Fleet Tracking
- Asset Tracking
- Geofence Alerts
- Driver Safety Alerts
- Negative impact with the amount the system has been down since installation, it has provided little to no consistent feedback on our vehicle and equipment locations.
- Negative impact with time needed to troubleshoot, schedule with techs and lack of function.
- Negative impact with the amount we have paid to date with a less than 50% use of the service.
- Negative impact where we now have to find another service that will work.
Verizon Connect Reveal seemed to have all the services rolled into one nice package, and a reasonable price.
If everything worked 95% percent of the time, it would work exactly as we needed.
We were looking for fleet tracking, vehicle maintenance scheduling, vehicle tracking, driver safety tracking with AI alerts (smoking, distraction, tailgating, etc.), geofencing, and tracking for our non-powered assets (heavy equipment), all with an online and mobile interface.
This system would hit all those marks and more - IF it worked... In my experience, the problem is it only works part of the time.
In my experience, trackers will go days and weeks with no updates, the camera systems will go offline on a weekly basis (in order to reset, you have to take 2x screws out of the camera, remove from the windshield dock, let it discharge for 30 minutes, and then re-install...) and our non-powered asset trackers are going weeks on end with no reporting... The exact opposite of what is needed from this system.
If everything worked 95% percent of the time, it would work exactly as we needed.
We were looking for fleet tracking, vehicle maintenance scheduling, vehicle tracking, driver safety tracking with AI alerts (smoking, distraction, tailgating, etc.), geofencing, and tracking for our non-powered assets (heavy equipment), all with an online and mobile interface.
This system would hit all those marks and more - IF it worked... In my experience, the problem is it only works part of the time.
In my experience, trackers will go days and weeks with no updates, the camera systems will go offline on a weekly basis (in order to reset, you have to take 2x screws out of the camera, remove from the windshield dock, let it discharge for 30 minutes, and then re-install...) and our non-powered asset trackers are going weeks on end with no reporting... The exact opposite of what is needed from this system.
Do you think Verizon Connect delivers good value for the price?
No
Are you happy with Verizon Connect's feature set?
Yes
Did Verizon Connect live up to sales and marketing promises?
No
Did implementation of Verizon Connect go as expected?
Yes
Would you buy Verizon Connect again?
No