20 April 2015
Subject: Customer Services Issues Verizon FIOS
Account Number:
Last year, at about this time, I became a total Verizon customer, adding FIOS TV to my other services. First, your product is outstanding. But the customer service leaves lot to be desired.
There were some issues when I first ordered the TV package. I was quoted a certain price and certain equipment by the sales representative but on installation day the service tech had a different order. To his credit, he stayed with me until the situation was resolved, I thought. However, I still had difficulty getting the channel package with the price originally quoted. After several phone calls I replied to an e-mail asking whether I was satisfied. I spoke to a female who was some sort of senior supervisor. She agreed that this was a “broken promise” issue. She eventually got me that three discounts as shown on the attached bill. She clearly stated to me all three discounts would be for the whole of my two year contract. She did explain that two would expire in one year and have to be manually renewed by customer service. She said that the she would note the fact that they should be renewed on my account file and that there would be no problem.
Based on the above, I called for the first renewal approximately one week before the expiration date of April 16, 2015. The female representative at that time stated that I would have to wait until the expiration date of April 16, 2015. I waited until April 17 and called customer service again and spoke to Jomar. Jomar stated to me that there would be no problem and he would call my cell and inform me that he had taken care of the matter. As of today, I had not heard from him. Therefore, I called customer service again and spoke to someone who I believe said his name was Tom. Tom put me on hold several times stating the he was working the issue. Finally, he told me that I have to wait a month until the system “refreshes” and then I would get my discount. I then asked to speak to a supervisor. He first stated that the supervisor could not do anything because “he works on the same system that I do.” And the supervisor would also have to wait a month until the system refreshes. I insisted that I wanted to talk directly to the supervisor and was put on hold again. The final time Tom came back on the lime and stated that the supervisor would renew my discount within 24 and 48 hours and he would e-mail the result. I confirmed my e-mail address and ended the call.
I am writing to you now because of the fact I don’t believe these customer representatives. First, Jomar did not get back to me at all. I also thought it was unusual he would call me and confirm that I had my discount. The second representative Tom, first came with the system refresh excuse. Then, that the supervisor would have the same issue he did with the system, third that essentially the supervisor could not talk to me no matter how long I waited. Then the supervisor would fix the issue within 48 hours. I sincerely doubt Tom spoke to anyone. Finally I did not get an e-mail from Verizon concerning either of the last two representatives, asking if I was satisfied.
I am writing to just get what I was promised and that I had for the first year of my contract. I frankly don’t relish the thought having to go through these hoops again with discount expiring May 7, 2015. I would appreciate ant help you can give me. Please contact me either by my landline or e-mail which you have or my cell phone which you should have since Jomar wrote it down and put in my notes.
{edited for privacy}
