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Renewal Customers receive less support than New Customers

Renewal Customers receive less support than New Customers

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Contributor we4hokies
Contributor
Posts: 1
Registered: ‎01-10-2014
Message 1 of 2
(907 Views)

Dear Verizon,

 

I am writing on this forum because you do not provide an email for customer concerns requiring response from your support team regarding policies and overall customer complaints.

 

As a 6 year customer (SIX) of FIOs services in my current residence, I have been a very good and patient consumer.  In December I upgraded my FIOs account, purchased a new router and refreshed my plan (at additional cost). 

 

We did experience power failures this past week. 

 

When the power was restored, the voice back up battery, installed as part of the original FIOs system 6 years ago, did not switch back to regular power use, the battery was depleted and all FIOs service to the house is now shut down until the battery can be replaced.  We have experienced the lack of proper switching between electric and battery backup with Verizon installed equipment before.

 

After spending an hour on chat with two different representatives I learned that the warranty on the battery lasts 1 year.  Therefore it is my responsibility to replace it.  I can order it online through the Verizon store.

 

I have some issues with this solution:

 

1. If I had switched providers last month instead of remaining with Verizon and renewing my services at an additional cost each month I would have enjoyed a new warranty with my new service.  Why do renewal customers NOT receive warranty at upgrade time?  Is our upgrade and associated comm itment less valuable than the new customer's services?  My six year service record does not come with equipment backing?  Only the new service?  Please explain this differentiation to me.

 

2. I was instructed to go to the web site to order this replacement battery at customer cost and responsibility.  My TV, Phone and Internet service is completely down.  Is it reasonable to instruct me to order online, wait for order and shipping processes to complete so I that I might restore my services sometime next week? Verizon, where is your sense of urgency to ensure my service is restored?

 

3. The battery backup issue is systemic and is associated with the system's lack of ability to switch back to standard power and recharge the battery without manual intervention.  The power in my house was off for less than one hour while a simple light switch repair was handled.  Now, my entire connectivity is down and I am required to purchase a $30 battery and install it myself. 

 

When I asked these questions of the Verizon representatives, they were only able to quote policy and suggest web sites for troubleshooting and replacement part ordering.

 

Needless to say, I am beyond frustrated.  I feel unsupported, second class and my value as a 6 year customer is diminished as the equipment you installed ages.  I should have called comcast and have them (at their cost and speedy service) come in and rip the FIOs out and replace it with Xfinity.  I would be paying less each month, enjoying a new router I didn't have to purchase and I would be UNDER WARRANTY.

 

Thanks, Verizon.

I remain without service in PA

1 REPLY 1
Silver Contributor II
Silver Contributor II
Posts: 333
Registered: ‎02-14-2012
Message 2 of 2
(856 Views)

Just an fyi, these are peer to peer forums. Some mods will still help and esculate your issue however.

 

I will reply to your post a bit.

You said,

"When the power was restored, the voice back up battery, installed as part of the original FIOs system 6 years ago, did not switch back to regular power use, the battery was depleted and all FIOs service to the house is now shut down until the battery can be replaced."

 

The battery backup is ONLY for voice service, not tv, not internet. If you are loosing all fios service including tv/internet when the power is on or the ONT isnt switching back to normal use when the power comes back on, then you have an issue with your ONT and you will need to call Verizon and tell them this as you might need a new ONT. For the battery, you can simply disconnect the battery from the ont and you wont have any interference with the other services. Again, if you do then you have an ONT issue as the battery isnt required for service. As far as the warranty goes, Verizon does tell you there is only a 1 year warranty on it and the battery is your responsibility in the terms of service that you agreed to. If you must have a backup for voice service there are far cheaper options then buying one through Verizon as they are easy to obtain. Some stores, amazon, ebay, etc.. all sell them cheap.

 

 

 

 

 

 

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