Re: 1.9 rollout
ABCMD
Enthusiast - Level 3

It seems to me that they communicate just fine when it is self serving promotion, such as new on demand choices, but not when it comes to admitting problems, inaccuracies, long delays etc.

As FIOS grows grows larger and larger, they have less need to be upfront  or supply good service i.e the "home depot" theory of life.

Although these are peer to peer forums, one would think that Joe et al might  read these boards, and might chime in at some point, no?

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Re: 1.9 rollout
alden
Contributor - Level 1
Re: 1.9 rollout[ New ]
 

It seems to me that they communicate just fine when it is self serving promotion, such as new on demand choices, but not when it comes to admitting problems, inaccuracies, long delays etc.

As FIOS grows grows larger and larger, they have less need to be upfront or supply good service i.e the "home depot" theory of life.

Although these are peer to peer forums, one would think that Joe et al might read these boards, and might chime in at some point, no?

_____________________________________________________________

Yes, Joe may read these boards from time to time. So what? He does not care about our outcome whatsoever. People angry, dissapointed - so what? It does not touch him, it does not threaten his standing within Verizon. He can be "stimulated" to work better only if he feels that Top Verizon management let him know that the way IMG 1.9 is rolling out to customers is not acceptable and, if he will not clear up this mess, he will be fired.

But it looks like Verizon top managers feel it's OK to deal with customers the way they do, so we have what we have.  Looks like I will go back to DirecTV - keep Verizon phone and Internet, but drop  TV - with all incentives from DirecTV to switch back and considering that DirecTV much more organized and disciplined when it comes to software upgrade, it makes sense.

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Re: 1.9 rollout
dannysal
Enthusiast - Level 3

Still waiting...

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Re: 1.9 rollout
ABCMD
Enthusiast - Level 3

Still waiting with no indication when or why.

Reading for months all the questions/comments that all the people who already have the upgrade are asking about..

How infuriating and absurd.

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Re: 1.9 rollout
TonyaD_VZ
Contributor - Level 3

ABCMD,

We do aspologize for the inconvenience. We are working to provide the latest and the greatest to all of our customer's.  We hope to have this resolved for all customers soon.

Thanks,

Tonya D.

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Re: 1.9 rollout
alden
Contributor - Level 1

We do aspologize for the inconvenience. We are working to provide the latest and the greatest to all of our customer's.  We hope to have this resolved for all customers soon.

Thanks,

Tonya D.

________________________________________________________

SOON???!! This is all you are saying, TONYA???  Soon in english is INDEFINITE term and it can mean a day, a week, a month, a year, a decade, etc., etc.  WE DO NOT WANT APOLOGY, we want IMG 1.9, or, if VERIZON DISCRIMINATES those who still don't have 1.9 DESPITE MANY, MANY PROMISES, we want discount on the FIOS TV. Verizon "RESOLVING" this problem for many, many, many months already and yet  "SOON"??? Extremely unprofessional and cusomer unfriendly. SHAME ON YOU, VERIZON!!!

Honestly, If I knew that Verizon operates the way it operates, I would never switch from DirectTV. And it looks like the best course of action for me is to go back to DTV... until Verizon will hire more qualified programmers, IT professionals, and most important - Managers who are able to MANAGE!!!. Until then, I will likely drop FIOS TV very soon.

Re: 1.9 rollout
oldfashioned
Specialist - Level 2

I agree that the communication from Verizon has been handled poorly.

Other than that, I must admit that I am confused as to what the issue is really about.

So from what I read here, you're not getting the upgrade on the TV Guide display until after Thanksgiving and that's a problem?

I mean...you still have what you were supposed to have from the beginning and your existing guide is still doing what it's supposed to do.  Rght?  You can't control when this new version will come to your area.  Right?

I'm sure there is a reason for the delay of the roll out in certain areas.  What are you getting so stressed out about?

I guess I'm confused about why this is something to get so upset about.  I wouldn't be upset or stressed out if it were me.  To me, it sounds trivial.  I don't understand what the big deal is.  It's not like your equipment is malfunctioning or like you can't use the Fios service.  So from what I'm gathering, the big deal for you is that everyone else outside your area has already gotten their 1.9 so why don't you have yours yet?  And you're taking that personally?  I mean....we're all adults.  Please don't be insulted or misunderstand me.  I just know that something like that wouldn't bother me because I don't have time to dwell on stuff like that.    

I suppose if it really bothers you that much and you really feel that you're better off switching providers, then go for it.  If you ask me though, I don't think any of these corporate giants handle customer communication effectively.  If I wanted to switch providers, the alternative in my area would be Comcast and I know I wouldn't be gaining anything by doing that.

I hope this doesn't upset you more but that's my take.

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Re: 1.9 rollout
alden
Contributor - Level 1

Ye, Joe Ambeault is still very proud of himself and his team for the job  done, specifically for the rollout - that what he wrote on the forum before, when he was still communicating. The guy really does not have a clue - being proud in situation where he aready 3 or 4 times had broken his own self- established deadline of rollout  - this is SHAME not GLORY!!! I am sure he will go down in history of Verizon rollouts as the worst manager ever - he may even be awarded to be listed in Guiness book of World records.

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Re: 1.9 rollout
ABCMD
Enthusiast - Level 3

In response to "questioning":

Without the vitriole, for me it isnt as much about the new guide, it is about the hardware functions, and the fact that I was told over a year ago whe I signed my contract that SATA and multi hub would be available :shortly" -see my posts over the year. These features, while not critical in the big picture, are relevant to how my family watches TV. I sacrificed these features with DTV for FIOS thinking they were honestly telling me it would be "soon".

It is also about the fact that we can see banners on our screen telling us about upgrade coming shortly, which then mysteriously disappear without explanation.

I dont understand, nor has anyone explained to me, why the verizon technology cannot turn on  all 10 million upgrades at once, the way directv did all the time, nor why server issues or strikes should delay things for months, not days.

Also, no one has explained to me, despite my repeated questioning via forums, twitter to joe, emails, why these two hardware upgrades have to be tagged onto the 1.9 guide upgrade, when onscreen voicemail, which is great, was added without major upgrade. I understand , as discussed before, that there might have be content issues, but these obviously dont apply here since most customers nationwide have all of this already.

And it is not days or weeks that we have been waiting here in NY/MA, it is months; look through the forum to see when others started to ask questions about the features they now have.

And Alden seems to be correct , that FIOS reps stopped responding to any negative questions on these forums;  while it was nice that Tonya responded to my recent post, I had to laugh because it was another nebulous  meaningless answer.

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Re: 1.9 rollout
oyster1
Contributor - Level 1
Agreed.unfortunately my alternative is cablevision..which is just rot. DirecTV na..dont need two service providers.one for tv .another for internet and phone..and every time it rains hard i lose signal...so i stay with fios even though they could learn a lot from Microsoft Xbox.they upgrade seamless twice a year.
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