I AM NEVER RETURNING TO FIOS AND TELLING OTHERS TO STAY AWAY!!!

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Copper Contributor
Copper Contributor
Posts: 13
Registered: ‎09-06-2011

Re: I AM NEVER RETURNING TO FIOS AND TELLING OTHERS TO STAY AWAY!!!

Message 11 of 20
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The fact that they defer people to community forums as a means of  "Support" and then you have to hear that Verizon support people don't actually reply to the forums?

 

Translation to customers: You are not worth talking to. We are such a huge company, we don't care about losing you. Now shut up and give us the ETF {please keep your posts courteous}!

 

 

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Silver Contributor II
Silver Contributor II
Posts: 273
Registered: ‎11-03-2013

Re: I AM NEVER RETURNING TO FIOS AND TELLING OTHERS TO STAY AWAY!!!

Message 12 of 20
(1,368 Views)

A lot of companies don't have email support or if they do its very limited because it's not a secure way of doing business especially for billing. Why can't you just do business over the phone? Why must it be email?
There are other ways to contact Verizon online. dslreports.com in the Verizon Direct forum, Facebook, etc..

but of course billing must be over the phone.

The forums here exsist for other customers to help others as much as they can.

If you owe an ETF they arent going to waive it.

If you need to see a bill in paper form just call them and request one. The final bill is always mailed by paper form anyways, but anything before that can be easily requested.

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Copper Contributor
Copper Contributor
Posts: 13
Registered: ‎09-06-2011

Re: I AM NEVER RETURNING TO FIOS AND TELLING OTHERS TO STAY AWAY!!!

Message 13 of 20
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Thanks for your reply but that isn't true. Most of the companies I deal with have email support for billing and all other issues. Phone and chat gets me nowhere. There is no reason why email should not be an effective means of communication. If it is done through a website form, then it's no different is chat so with all due respect, that is a bunch of malarky. So instead they defer you to post in post in public forums. Is that more secure? Especially Facebook. Really???

I did get a paper bill eventually.  And you are incorrect in saying that comes first, because it was only sent via email and app alert.

 

 

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Copper Contributor
Copper Contributor
Posts: 13
Registered: ‎09-06-2011

Re: I AM NEVER RETURNING TO FIOS AND TELLING OTHERS TO STAY AWAY!!!

Message 14 of 20
(1,343 Views)

So let's be clear on how this works. If you need online support, or want to give feedback or a grievance, they tell you to go to the forum.  If this is only a peer to peer system then why are customers directed to it for support?

 

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Gold Contributor VII Gold Contributor VII
Gold Contributor VII
Posts: 1,718
Registered: ‎12-02-2012

Re: I AM NEVER RETURNING TO FIOS AND TELLING OTHERS TO STAY AWAY!!!

Message 15 of 20
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Just to be clear, I am not a "shil" for Verizon.  As a matter of fact, I do agree with one part of your initial rant that Verizon's business practices appear like they designed to extract the most money possible from it's customers.  However, that's doesn't change the fact that you're trying to get out of an agreement you made in good faith.

 

Verizon moderators do escalate issues to support, however those are typically cases where the customer has described a situation where Verizon isn't living up to it's agreements.  There isn't anything in your posts that suggests Verizon isn't doing what they should.

 

As far as your complaints about how Verizon handles support, I'm not sure what your issue is.  Certainly there are many different ways companies can handle support.  Email is not good for exchanging private information nor for tracking issues on a large scale.  It can work for companies with smaller support loads, but is a royal pain in the rear for large scale operations like Verizon.

 

If you truly want Verizon to improve it's support model, you can post your ideas in the "ideas" section of this forum for Verizon to see.  But I'm not sure why you'd do that as its quite clear you don't want much from Verizon other than a waiver of the ETF.

 

Personally, I find the quality of the services provided by Verizon FiOS to be excellent.  Sure, I'd like my bill to be lower and I don't like how I have to constantly re-negotiate when contracts expire, but I know that is par for the course with large companies like Verizon.  I've been with big cable companies and satellite companies, and they are about the same.  If I ever reach a point where Verizon's services aren't worth what they charge for them, I will switch in a heartbeat.  That said, I won't complain if I have to pay a contracted ETF.

 

Good luck, enjoy your new job and cable service.

 

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Silver Contributor II
Silver Contributor II
Posts: 273
Registered: ‎11-03-2013

Re: I AM NEVER RETURNING TO FIOS AND TELLING OTHERS TO STAY AWAY!!!

Message 16 of 20
(1,318 Views)

@daveshouse wrote:

 

I did get a paper bill eventually.  And you are incorrect in saying that comes first, because it was only sent via email and app alert.

 

 


Then you did not receive your final bill correctly.

Trust me the final bill always comes by snail mail. I cancelled my account 5 months ago....and yes I paid my ETF because its what I agreed to. I had 0 issues with it. The bill with the ETF and any credits did come by email, but another final bill of $0.00 was mailed out to me after the account was closed. What ends up on the final bill is determined by each individual account so yes I am correct in saying the final bill comes by mail. Customer support will say the same thing.

I ended up resigning with fios just 5 months later as they sent me an offer to come back that was better then what new customers receive and am very happy to be back.

 

 

 

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Contributor
Contributor
Posts: 1
Registered: ‎06-30-2014

Re: I AM NEVER RETURNING TO FIOS AND TELLING OTHERS TO STAY AWAY!!!

Message 17 of 20
(1,290 Views)

{please keep it relevant}All I am trying to do is find a means of support ad a path of escalation to negotate my ETF. Why are customers treated so poorly here?

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Platinum Contributor III Platinum Contributor III
Platinum Contributor III
Posts: 4,437
Registered: ‎12-16-2012

Re: I AM NEVER RETURNING TO FIOS AND TELLING OTHERS TO STAY AWAY!!!

Message 18 of 20
(1,288 Views)

THE FORUMS are for peers to help peers.  And no they don't do support via email.  Support channels are elsewhere.

 

Often your fellow peers, such as myself, can help on things like How do I do  .... .  But where you actually need Verizon to come out or correct billing, etc, you must go to them.  Main support is still old fashion Phone calls to 1-800-VERIZON.

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Silver Contributor II
Silver Contributor II
Posts: 273
Registered: ‎11-03-2013

Re: I AM NEVER RETURNING TO FIOS AND TELLING OTHERS TO STAY AWAY!!!

Message 19 of 20
(1,266 Views)

@daveshouse1 wrote:

{please keep it relevant}All I am trying to do is find a means of support ad a path of escalation to negotate my ETF. Why are customers treated so poorly here?


So if you sign a contract you think you can negotiate it? wow....

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Copper Contributor
Copper Contributor
Posts: 5
Registered: ‎07-26-2014

Re: I AM NEVER RETURNING TO FIOS AND TELLING OTHERS TO STAY AWAY!!!

Message 20 of 20
(1,059 Views)

don't blame you...run run as fast as you can!!

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