I am writing about a recent experience I had with FiOS Internet tech support. First of all, I would like to say that this experience was both painfully frustrating and entirely avoidable at the same time.
Below is a summary of the events that took place: (Please forgive me if I misuse any terms, as I am not intimately aware of the operations and tech support organization structure. I hope my description will still provide enough detail to understand my frustration.)
Friday Morning (5/8/2009):
Sat Morning / Afternoon (5/9/2009):
Sun Evening (5/10/2009):
Monday Evening (5/11/2009):
Wed Afternoon (5/13/2009):
I have just tried calling Billing to receive credit for this service interruption, but apparently, all operators are busy helping other customers.
In summary, this issue did not have to extend for such a long period. If proper communication existed between the different service groups, this would have been a very minor interruption. As it was, it provided bountiful amounts of frustration and wasted time. I've had to use valuable personal time from my job to come home to meet with a Field Tech who didn’t even need to be here. That is time wasted x 2.