My previous FiOS bundle contract (Triple Play: Verizon Freedom Essentials, FiOS Extreme HD, FiOS Internet 25/15) expired, and on December 9, 2011, I called Verizon and initiated another contract (Triple Play: Digital Voice Unlimited, FiOS TV Extreme HD, FiOS Internet 25/25). I was offered a $10.00 monthly discount for 12 months, as well as my choice of one of two additional promotional offers, either:
1) $300 pre-paid Visa gift card, or
2) Free rental of one piece of equipment for 24 months.
After discussing the options with Ms. Erica Brown, the FiOS sales representative, I selected the free equipment rental, becasue this offered greater savings. Getting the multi-room DVR for free (a $19.99/month value) saved nearly $480 over 24 months, compared to the instant $300 gift card. The multi-room DVR was getting shipped to me to replace a regular DVR.
My initial billing statement tells a different story, revealing the following:
1) I received only a 12-month $4.00 monthly discount for the Multi-Room DVR, vice 24-months free rental.
2) The $10.00 monthly discount was not included in the bill.
3) The charges and refunds associated with terminating my previous service package and initiating the new Triple Play bundle were more than $30.00 higher than expected.
4) I was charged for multi-room HD DVR service from December 10, through December 18, despite not receiving a multi-room DVR unit.
Daily phone calls to Verizon customer support representatives between December 27-29 only resolved the $10.00 monthly discount (somewhat). I was told it would take affect in 1-2 months. Discussions with four service representatives and a supervisor did not result in explanations for the other three discrepancies. The supervisor made an arrangement with me to call me back on the following day with answers, after having an opportunity to review my account, but that call never came, nor was I ever able to contact her (Ms. Thompson) again.
In the end, I terminated Triple Play and established internet service only. That will at least simplify future bills, but it still does not resolve the issues on my December statement, and I am not looking forward to seeing what is in store for me on my final Triple Play bill.
I'm sorry you are having difficulty. An agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information or to help you resolve your issue.
Really?!
It was arranged earlier today that a 'billing specialist' would call me this evening at 5:00 p.m. It's 5:15, and I'm still waiting. By the way, I preferred 6:00 p.m., but was told that 'they' close at 6:00. So, I adjusted my work schedule on-the-fly to accommodate Verizon. Hmmm.....was it worth it?
This is identical to what I experienced on December 29, when a 'supervisor' I spoke to the day before promised a call the next day after having the opportunity to review my account.
The pattern is established. Nonetheless, I anxiously await to be contacted by your agent.
TripleHead,
I'm experiencing a lot of the same problems you're having.
But you should be aware that the "Moderator" who posted above this message appears to be an auto-reply.
Copy and paste ornahp's message in Google, and you'll find thousands of times the exact language was used to assuage customers with serious concerns.
"I'm sorry you are having difficulty. An agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information or to help you resolve your issue."
They do take action. This is a public forum, and private account information must be relayed privately.
When a Moderator posts that script paragraph, the thread is escalated to Verizon Employees that do follow up.
Also this being a peer to peer community, where customers help other customers, you will also have Community Leaders such as myself that forward these types of concerns if we do not see responses in a timely manner. We all try to help each other.
Yes I have also posted a link to this thread to a private area, and I am sure it will be seen by Verizon.
The primary point of contact to Verizon is through the contact us link at the bottom of the page, but when items like posted here are not addressed to another customers satisfaction, everyone tries to help.
prisaz,
I'm not being argumentative, however I just looked at the front page of this section (My Verizon Account Residential) - and I counted about a dozen threads in which one of the moderators were the last to post one of those auto-replies, but NOT were designated "Solved."
@freedoms wrote:prisaz,
I'm not being argumentative, however I just looked at the front page of this section (My Verizon Account Residential) - and I counted about a dozen threads in which one of the moderators were the last to post one of those auto-replies, but NOT were designated "Solved."
Many people do not come back and report problem resolved or post additional information. Once they get what they want of don't get what they want. Some just go away. Or the information is private account related, and people choose not to say it was resolved. I didn't think you we being argumentative, and I just wanted to point out that the scripted message makes it easier for Moderators and Employees to respond, and pass on the thread, or obtain additional information.
I did make a private suggestion that the scripts not be used, because it may give a robot appearance that it is just an automated response, which is not true. I too also share your concern that everyone be treated fairly. Many want the same deal as a new customer, and that is just not possible. I would love to get those deals every time my commitment is up, but it just doesn't happen. I also realize some have been having issue with the online ordering system and that is a totally different problem.
Best Regards
prisaz,
Thanks for your thoughtful response.
I've had a long history with Verizon's tech support.
I, and my family have been customers of Verizon (and Bell Atlantic) for many, many years.
In fact, back in 2000, when Verizon's predecessor - Bell Atlantic - was switching from dial-up to DSL, the tech support was so fraught with problems that I developed a web site called Bell Watch 2000 (it no longer exists), which fielded complaints from customers from all over the country. At that time, there were far more problems with billing and technical issues than there are now. The problems got so bad that an entire New York Times article was devoted to Bell Atlantic's tech support, and I was quoted in that article.
However, people weren't paying nearly as much for service back then.
What I find to be disheartening now is that while there seems to be more attention being paid to customers, there is still a lot of offhanded responses to customer concerns. The auto-reply, to me, adds to that offhandedness.
Recently, I've been experiencing a problem that led me to start posting in this blog.
After spending a full two hours on the telephone, and with seven different people, I'm starting to question if Verizon's tech support has TRULY gotten any better. Especially since I was promised a telephone call within a certain period of time to resolve my issue, but none was forthcoming.
I have no particular interest in causing problems for Verizon. I'm generally pleased with its service.
However, I do feel that with the costs now associated with Verizon's advanced technologies, they technical support hasn't quite kept pace with it.
Thanks again
@freedoms wrote:prisaz,
Thanks for your thoughtful response.
I've had a long history with Verizon's tech support.
I, and my family have been customers of Verizon (and Bell Atlantic) for many, many years.
In fact, back in 2000, when Verizon's predecessor - Bell Atlantic - was switching from dial-up to DSL, the tech support was so fraught with problems that I developed a web site called Bell Watch 2000 (it no longer exists), which fielded complaints from customers from all over the country. At that time, there were far more problems with billing and technical issues than there are now. The problems got so bad that an entire New York Times article was devoted to Bell Atlantic's tech support, and I was quoted in that article.However, people weren't paying nearly as much for service back then.
What I find to be disheartening now is that while there seems to be more attention being paid to customers, there is still a lot of offhanded responses to customer concerns. The auto-reply, to me, adds to that offhandedness.
Recently, I've been experiencing a problem that led me to start posting in this blog.
After spending a full two hours on the telephone, and with seven different people, I'm starting to question if Verizon's tech support has TRULY gotten any better. Especially since I was promised a telephone call within a certain period of time to resolve my issue, but none was forthcoming.
I have no particular interest in causing problems for Verizon. I'm generally pleased with its service.However, I do feel that with the costs now associated with Verizon's advanced technologies, they technical support hasn't quite kept pace with it.
Thanks again
I remember the days pre 2000 when I had dial up, and then moved to be one of the residential customers with ISDN 2x64 and I could actualy get bonding at 128k. Eventually DSL. Now FiOS. I agree there are issues, that is why I became involved here. 🙂
Take care
prisaz,
HAHAHA! You multi-linked too?
When I did it, I was at 128x128.
Wow, 256K. Those were the days.
I also was very, very concerned about new customers getting deals existing customers couldn't get.
I really made something of a stink about it - but only because, at the time, existing customers could actually get those deals.
You just had to twist their arms to get them.
Start a new topic or ask questions in the open forum.
