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Joe,
I never disputed the quality of the product (see above).
The point is not the refund; the point is that others in the country have new hardware functionality months before we do, and this upgrade keeps getting delayed without explanation. I'm not even talking about the quality of the software upgrade .
When I signed up over a year ago I was told these features would be coming shortly; the company touted this upgrade over a year ago, features that DTV had and were arriving shortly. They can send messages over the air to tout flex movies, or new channels; why cant they send a system wide message explaining how long the delay is and why? Which DAC is next? Why NY/MA is delayed and why the order was switched?
Unless you log into these boards and read what experts like you know, we are in the dark. Do you actually think verizon is properly communicating to its customers, and being forthright?
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Verizon does not owe you a refund, they have delivered to you unsurpassed picture quality, outstanding phone service and reliable broadband internet and the means by which to use all of those via a set top box and router, you do need to supply your own TV, computer and telephone. The udated software for the STB is an update to a already functioning product.
Your have purchased a service which Verizon is providing as agree'd, their obligation to the contract is fullfilled. You are renting the STB that is needed to use that service, if the STB is defective Verizon will replace it with one that works. You would have to show me where anything says Verizon has to upgrade the software/firmware in that rented equipment at all. If they do upgrade it to somehting better..thats better, but becareful what you wish for. After complaining about not having the latest and greatest what if you get it and its not so great, you wont be able to step backwards!
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Tottaly disagree with you Joe and agree with ABMC. Why you and shall pay the SAME PPRICE for the diffrent service - you have IMG 1.9 and I ( and tens of thousands more) have IMG 1.9? Because of incompetence of Joe Ambeault team to implement upgrade on timely manner? I agree that FIOS quaility is very good but Verizon treatment of their customers is simply outrageous. They believe that communicating with customers is not neccessary, instead of simple explaination to the people what's going, they keep us in total darkness. To me it's total disrespect from the comapny who's goal is customer satisfaction, especially from Joe Ambeault , who stopped communicating on this forums alltogether. This is the thing, YOU SHOULD NOT BE PROUD ON, JOE, this is you should be ashamed off!!!
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11-01-2011 02:53 PM
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The problem is that Verizon don't care much what customers think - even now, after such big negative reaction by many customers. They like to keep people in darkness , somehow Joe A. thinks it's good policy. Instead of communicating with Cusromers DIRECTLY on forums he tweets vague messages to limited number of people who then spread message.
I doubt very much that customer satisfaction is what is in mind of IMG top manager.
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Jon-
While I appreciate your view, the key bullets in this thread are still:
1) Part of why I signed up over a year ago was that, upon my questioning, I was told specific hardware capabilities were shortly coming in the the new "upgrade". These functionalities are relevant to my house and the way I watch TV, and I sacrificed them switching from DTV to FIOS. Server congestion really isnt my problem, they should have the infrastructure and manpower to deal with the burgeoning customer base.
2) Many customers have these new features for many months already.
3) No communication of any sort from company to customers regarding repeated delays, reordering etc.. They can show a banner on my screen saying it is finally here, but no banner or message when it mysteriously disappears.
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