I just cancelled my order with Verizon. Very disappointed, as I was looking very forward to having FIOS installed. I had a great setup with the 50/20mbps connection so was pretty excited.
The problem came, when not only did they miss their install date by over 3 days, is that they didn't even have the courtesy to notify me that it would not be installed. In fact, I had to call in at 3:50 (install time was 12-4) and inquire about my order. Only at that time, was install was not going to happen today. Now, when I contacted Verizon, they said, that it would be installed 2 days later, next day was going to be to do outside work, and the day after I MUST be home, because that was when install would take place. Day of install... nothing. Yet, I get a call saying, they would like to "RESCHEDULE" for a new date, as they did not have anything in the computers for the install. WTH!
I wish Verizon would appreciate their customers time. Much of my frustrations could have been handled if communication was taken place properly, and phone ops would do their job.
Unfortunelty, now that I wished I had FIOS, I am cancelling my order and going back to Satellite/Cable, at least they treated me with respect and appreciated my business. Enough rambling, I'll go start posting my FIOS experiences now on FB and forums.
byprisaz10-21-201208:21 AM - edited 10-21-201208:55 AM
Create a, "Can I Get Faster Quantum" Waiting List. Create a way to track who wants Quantum GPON speeds, meaning 150/65 or 300/65.
I believe the idea now is build it when the existing pipes fill up, we will upgrade then. Why not build it, and they will come? When FiOS was first rolled out, there was a Can I Get It list if I remember 2005, and your build out to complete certain areas first was based on who wanted FiOS.
Do you have a GPON or 150/65 - 300/65 waiting list for your different areas that have not been upgraded at the C/O?
Hearing to much to spend for upgrading a CO is the wrong answer. Hearing we are waiting to get more people on the waiting list would be much better, for your image and the customer. Not everyone may need the faster blazing speeds right now, but waiting until more people complain and can't get it, is not a good thing in my opinion.
I am sure there are people that have inquired about GPON in different locations, Verizon should be tracking the requests, not the bottle necks.
Fios is being run down my road, but it is stopping just a short distance from my house. There are at least 3 to 5 other houses that want Fios services that are beside me. I have entered my address into the future availability notification website, and I have spoken with a Verizon customer service representative. They said that it is up to the engineering department. Please forward this request to the engineering department. The Fios workers on our street said that it would be very simple for them to run the cable further down our road. I have been a customer with Fios for several years now at my previous address, and I would like to continue with your service in my new home.
I recently had FiOs installed at my home. My appointment was for someone to install between 8am and 12 pm. the tech did not show up at my house until 4:30pm. Starting at 11am i kept calling Verizon to see when someone would show up, because i was sick of waiting. I called about 3 times between 11am and 4:30pm. each time i called no one could give me a time of when the tech would show up. There should be some sort of communicatoin between verizon dispatch and the customer to let the customer know that the tech would be late. How hard is that? I was ready to reschedule my appointment, when the guy finally showed up. Its unfair and poor customer service practice to let someone sit at home and have them waiting 8.5 hours. THe tech was 4.5 hours late and no one was able to call me to tell me he was having problems at his previous install. this is poor practice and poor customer service
You need to record and honor your telesales conversations. Since the time day one, I have been misled by the person that sold me on the product and services that I signed up for. My account was slammed and I was charged for items that I didn't agree to (Home Monitoring).
Most of my issues were resolved except for the $500 giftcard that I signed up for. I was told that I could get the gift card and my employee discount. However, I was recently told that my gift card was cancelled due to my employee discount. Yet, the rewards department told me that if I would have waited to get the gift card and then signed up for my discount, I would have been fine. This was not disclosed to me.
I was then offered a courtesy credit of $50 for the problem of the cancelled giftcard. Yet, once again, I was lied to when told that a supervisor would call me back to fix this issue.
All I ask is that you record your conversations and honor what was promised!
You should include the new phone number when you send an email confirming that the new phone service is set up. I cannot find anyplace anywhere in any of your emails or on the website what my new phone number is. That is very discouraging.
When an appointment confirmation Email is sent, there is a link to reschedule or confirm. When confirming an appointment it would be nice to have an acknowledgment that the appointment has been confirmed. Perhaps another Email saying the appointment has been confirmed.
Please try and keep your word when you say someone will be at your home to install or fix something. I ordered the high speed internet and telephone with you. I do not have a working jack in my home because there is a down verizon wire hanging from the pole into my back yard. After 3 ticket #'s and no one showing up at my home, I have cancelled the phone and internet service because it will not work without a working jack and once again today, I have a ticket number, stayed home all day again and of course no one shows up. Do you care that there is a down wire going across a pool where there are kids that go in the back yard? Obviously not. Once again a 4th ticket # has been issued and I have to stay at home all day again on Monday a work day. Verizon may have more customers if you even pretended to care about people.
I called in mid November to ask a question about my internet billing. Of course, the rep had to tell me about Verizon Fios, and wouldn't I like to switch over to this great service for a great price... yada, yada, yada. I listened to the pitch (making sure to write down everything she said) and since the price WAS good, I decided to place an order.
I asked this rep several times, "Now, I don't want any suprises when I get my bill. You're telling me that for all of these services, this will be the price I will pay?"
"Oh, yes ma'am. The prices I have quoted you include taxes so you will most certainly know what you'll be paying every month. The prices are good for 2 years, there's no installation charge, there's no deposit, and there's no contract."
Well, she got 4 out of 5 right.
When I got my first bill, it was $80 higher than the price I was quoted. I did bear in mind that this was my first bill and that I was probably paying for pro-rated services for December as well as January charges. But still, I thought it was probably a good idea to call and get a true understanding of what I'd been charged and confirm that after the initial bill, I would be paying the price I was told when I ordered the services.
Let me say that the rep I spoke with on 01/25/2011 was extremely sympathetic and did his best to try and rectify the situation. But I was also told that the price I was given for the services I ordered was not correct. He said that my monthly bill for the first 12 months would be approximately $33 more than I was told, and I could add a charge for the DVR to that for the second 12 (since it would no longer be free, which I already knew).
Needless to say, I was not happy. I am EXTREMELY UPSET that Verizon reps are lying, deceiving, and just perpetrating outright fraud to sell services. It's not right. I didn't call Verizon to order anything, I called to ask a question about a bill for an existing service. I was courteous enough to listen to the sales pitch, and since it sounded like a good deal I placed an order, TRUSTING that the information I was given was correct. Big mistake.
I expressed my frustration to the rep I spoke to on 01/25/2011 and he was able to apply a discount for 12 months which will bring me closer to the price I was told when I ordered the services. I pointed out that the price I was given was good for 24 months. He said that the system wouldn't allow him to apply the discount for more than 12 months. So basically, it looks like I will be stuck paying $33 more than the price I was originally told for the second 12 months (in addition to paying for the DVR if I decide to keep it, which I probably won't).
I think this confusion and frustration could be avoided if you put offers in writing. All I have are prices that I wrote down from the conversation I had with the rep when I placed the order. I'm sure Verizon has some record of the conversation I had with that rep, but I have no access to them to prove what I was told. If Verizon would send out letters (either by email or regular mail) verifying the services that have been ordered and for the prices that have been quoted, I think you'd have a much higher level of customer satisfaction with regard to billing issues.
First of all, if there's any chance you need to dig, which in itself means you are going to send a surveyer out to my house before installation, I think you should be making that clear during the process of making the installation appointment. I was not happy to find a bunch of flags in my yard, one of them only a foot from my basement window, and a letter on my doorstep that looks more like an invitation to a timeshare presentation than anything I should care about. If it wasn't in a Verizon bag, it would have gone in the trash without being read. There's a sleazy vibe there. I was really surpised when I gound that it was legit, that Verizon was in fact behind this.
After getting the unofficial scoop from the receptionist at "Advanced Utilities Construction Company LLC", whoever that is, I called Verizon to get the real information, only THEN to be informed that my target installation date, a vacation day now 8 days away, has "been delayed". And I should be expecting a call from the Verizon engineering department to schedule a time to come dig up my yard. You know, that phone call should have happened by now. I shouldn't be having to call YOU to find out the details behind a crummy form letter left on my doorstep by your lackeys. Now it seems I'm going to have to schedule another appointment BEFORE the installation - again, a little heads up during the online signup process would be easy, and the right thing to do.
I am excited to try out your services, they sound great, and I've been looking for an excuse togive Comcast the boot. But this is a horrible start - if this is how communication and service is handled by Verizon, I think I'm making a mistake. If the quality of my installation experience doesn't ramp up to acceptable levels pretty quickly, you're going to lose a customer before you even get me. And under the circumstances, I should have been a very easy sell.
Cable installation was delayed because the Verizon Instructional Letter and OneCall process failed. Instructions to homeowner should be modified with more explicit directives. PECO had not come out to mark where the lines were, though Comcast did. Our in-ground propane tank provider, AmeriGas, is not part of the OneCall process since they're not a public utility. So they had not come out to paint their lines. None of this was learned until NetLink came to dig. PECO came out later at 8 pm to mark their lines, but too late for NetLink your subcontractor. Wouldn't have mattered. Amerigas couldn't come out until the next business day. So NetLink will have incurred twice the cost of installation and the customer's installation was delayed too late to watch the Pac 12 Championships. Not really THAT important, in the scheme of things.
Your instructional letter to the customer should add 2 bullet points: "If no one has come to paint the lines 24 hrs prior to installation, call us." and "If you have utilities not included in One Call (give examples. How would we have known?), you are responsible for contacting them directly.
After installation, the techie insisted that he had to plug a memory stick into my PC and run a program called "techwizard.exe". In itself bad enough - I wonder to how many virus infected home PCs all over NY this stick was attached before. But then "techwizard.exe" goes on and pops up a UAC dialog, asking for admin rights ?!??
I did a full forensics of the PC after the techie left ... the main reason for the admin rights seems to be so that you can drop completely unnecessary and certainly unwanted bookmarks to "verizon.com" into the browser settings for Administrator and All-Users.
Basic connectivity checks can be done by simply surfing to a Verizon web page, without requiring admin rights, and certainly without requiring yet another EXE from yet another potentially infected memory stick. If something doesn't work right, _then_ you can bring out the diagnostics tools etc, but ideally they should then also be accompanied by a techie who knows how to use them.
Can't print channel lineup in numerical format from PDF or the lineup page. Hard to track what is there and what is not when they are not in order. Change to the channel lineup page and select numerical or alphabetical and then try to print it. Good luck! It only prints what is in the current window, and not what is in the scroll buffer. WHY? Attempt to print a side by side comparison in any format, good luck! I think this needs immediate attention. Look A to Z and try and figure out what is missing at your tier or the one you are considering. That is what I am going to do. How are we to compare without the PC? I think perhaps if people had it in black and white it may get looked at in more detail prior to agreeing to something you may or may not want. Perhaps I am being cynical, but I don't think so. Perhaps I will look at and sort my lineup and make a printable comparison of all three tiers. This post had Zero responses and then was locked. Am I missing something? Could be. I have before.
files sorted 2 different ways: one my channel number, the other by channel name. The current procedure lists the channels in multiple columns, which is fine, except each column continues onto the next PAGE instead of to the next COLUMN on the SAME PAGE, which is the more logical way to organize it!
There have been improvements over the yers, but come one, make the print button print what is n the scroll buller and not one and a hal fpages of trash. Thank you
Here is a sample of what should be printable form the side by side comparisons. Or tattles from the channel lineup with the pretty little dot! Pardon the copywrite violations, but I had to give an example. The PDFs are nice. But make everything on your page work the way it should. Let me get a hard copy so I can actually sit down and compare apples to apples. See the attached PDF for Montgomery County Maryland. This is what is in the scroll buffer, why will not print.
During my 31 year tenure with VZ and it's predecessors I was always amazed at how uninformed the marketing department was. It seems that nothing has changed. Every week I receive a colorful 11 x 12 FiOS advertising flier in my mailbox even though I am already subscribed. Everyone on the neighborhood gets the flier, as I'm sure everyone in downstate NY gets the flier. The problem is that the information on the flier is wrong. FiOS Prime TV is not available in downstate NY. I've sent back the flier 3 times over many months with the incorrect information annotated and nothing has changed. I am a fan of FiOS. I tout it to my friends and neighbors, but the success of FiOS will always be limited until you fix marketing and billing.
I just called to freeze one of my two Fios accounts while on vacation. Even after giving the correct account number for the service to be suspended, the wrong accouunt was instead suspended. 2 ideas; when referencing account numbers, even if they have the same phone number associated with them, it should be clear to the reps that there are two accounts under one name and they should know which one the customer is talking about. Second, if it takes one second to suspend the service, also make it 1 second to restore the service specially when it is a mistake, instead it can be up to 24hrs to restore the service but only 1 second to suspend it.