uid1307457
Premium
join:2005-12-30
Tempe, AZ | that if what?
Before we get all weepy in adoration, we've well documented that if FiOS continues to have a weak spot, it's billing errors and support issues. |
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cdru
Go Colts
Premium,MVM
join:2003-05-14
Fort Wayne, IN
1 edit | Who?
quote:
The service has been particularly popular among the more sophisticated customers attracted by higher Internet speeds, said Karl Bode, the editor of BroadbandReports.com. "Deliver quality technology and cutting-edge speed, and customers respond," he said. "I’m preparing to move into a new home, and FiOS availability actually played a part in where I was willing to move. And I’ve probably been one of Verizon’s most outspoken critics over the years."
Who's this Karl Bode guy? Never heard of him. He doesn't seem to have a Wiki page so obviously he really is a homeless nobody. Typical NYT reporting...just get any random person to make up a quote and it's front page news. |
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wdoa
join:2001-10-16
Spencer, MA
 ·Verizon Online DSL
| another big weakness
"Before we get all weepy in adoration, we've well documented that if FiOS continues to have a weak spot, it's billing errors and support issues."
That and the fact that only a small percentage of the country will ever see FIOS, I'm in Central Massachusetts and there are apparently no plans by Verizon to roll FIOS past for the most part what has been the relatively upscale communities around Rt 128 and 495.. |
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ieolus
Support The Clecs
join:2001-06-19
Duluth, GA | reply to cdru
Re: Who?
So when they say fiber to the curb, they mean it.
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"Speak for yourself "Chadmaster" - lesopp |
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cdru
Go Colts
Premium,MVM
join:2003-05-14
Fort Wayne, IN | FTTC = Fiber To The Cardboard (Box) |
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Dogfather
Premium
join:2007-12-26
Laguna Hills, CA
 ·Cox HSI
 ·Verizon FIOS
 ·Cox VOIP
·ViaTalk
·RoadRunner Cable
·MegaPath
·Verizon west (ex G..
·Time Warner VOIP
3 edits | Billing problems, too true
I have FiOS and while the service works fine, the records for my service address were so screwed up the only solution for Verizon was to cancel all services and reorder which I'm in the middle of doing right now. It's an ongoing nightmare.
So long as the install and billing get set up correctly the first time, you're good to go. But God forbid something go south because it's next to impossible to fix easily.
One user here spent 3 months and over 70 hours on the phone with support trying to get issues fixed. And after 12 missed appointments it finally was and the subscriber is happy.
I haven't spent nearly that much time on the phone, but over the last year, I've called at least a dozen times trying to get these issues corrected before finally using the nuclear option. |
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pende_tim
Premium
join:2004-01-04
Andover, NJ | reply to wdoa
Re: another big weakness
Support is not just a problem with FIOS. Ever get trapped in the DSL support voice response system?
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The difference between genius and stupidity is that genius has its limits. |
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freeze
Magic Murder Bag
Premium
join:2001-05-13
Columbus, OH
·RoadRunner Cable
| reply to cdru
Re: Who?
said by cdru  : quote:
The service has been particularly popular among the more sophisticated customers attracted by higher Internet speeds, said Karl Bode, the editor of BroadbandReports.com. "Deliver quality technology and cutting-edge speed, and customers respond," he said. "I’m preparing to move into a new home, and FiOS availability actually played a part in where I was willing to move. And I’ve probably been one of Verizon’s most outspoken critics over the years."
Who's this Karl Bode guy? Never heard of him. He doesn't seem to have a Wiki page so obviously he really is a homeless nobody. Typical NYT reporting...just get any random person to make up a quote and it's front page news. BroadbandReports? Sounds like a DSLReports knock-off!  |
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Dogfather
Premium
join:2007-12-26
Laguna Hills, CA | reply to pende_tim
Re: another big weakness
What's worse is my problem is both in DSL and FiOS and it's like the two groups never heard of each other. |
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Tech
@aof.su | Time will tell
There is always a risk in new technology to being first in, as well as a risk to taking a wait and see attitude, being last or just too late all together.
Which strategy was best? Only time will tell.
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bobc2112
join:2004-01-04
Middletown, NJ | Crazy Homeless?
Karl,
Knew you were crazy, but didn't realize you were homeless!
Nice Quote though! |
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fatmanskinny
Premium
join:2004-01-04
Wandering
·Comcast Digital Vo..
·Comcast
|  Sooooo.....when is Verizon taking over AT&T.....
and implementing FIOS in AT&T land? That's the question I would like to have an answer to.
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Addicted to Broadband Reports. |
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FastiBook
join:2003-01-08
Newtown, PA
·Verizon FIOS
| reply to pende_tim
Re: another big weakness
I have never had a FIOS support issue. Few weeks ago our year old actiontec router overheated & shut down, meaning we needed a new one. So, the SAME DAY they came out and popped in a brand new streamlined version of the same model, this time with far more ventilation built into the enclosure. It barely gets warm aside from next to the antenna now, where the old one would be medium warm to hot on top.
This might mean nothing to some of you, but when FIOS techs are 95% engaged in installations vs tech support visits, same day resolution is spectacularly good. They literally don't have enough people to meet demand in this area. Every day i see crews out hooking up another house.
We are also contemplating the 60-70 dollar monthly savings we'd get from bundling.
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LETS GO METS! |
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nasadude
join:2001-10-05
Rockville, MD
·Comcast
| the corporate American way
“If I were an auto dealer and I wanted to give people a Maserati for the price of a Volkswagen, I’d have some seriously happy customers,” said Craig Moffett, an analyst with Sanford C. Bernstein. “My problem would be whether I could earn a decent return doing it.”
The other incumbents like it much better to give their customers a volkswagon for the price of a maserati. That's the corporate American way.
They just can't understand why a company would spend more money than necessary when they can get away with charging high prices for crappy service and products.
the bozo quoted above doesn't realize customers would be very happy if they were getting a volkswagon for the price of a volkswagon. |
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flashcore
join:2007-01-23
Lutherville Timonium, MD
1 edit | reply to Dogfather
Re: Billing problems, too true
I have the 3 months beat, I am well into month 5 of trying to move to the triple play bundle with no end in sight yet.
I started back in April tring to renew my contract for 2 years only to have my account in a state of FUBAR. I am now paying close to $250 a month when I was paying ~ $200 a month before I started this mess, new packages mysteriously have been added to my account even when I never requested them and no one can seem to remove them or credit me for them at this point, no one seems to have a clue how to switch my long distance from ATT to Verizon which has caused several orders to become stuck in there worthless computer systems. For a company that started out in the PHONE business they can not even do something as simple as switching my long distance carrier. What more can you really expect from a company cant even assist people with problems relating to there core business functions.
I have given up trying to deal with the clueless phone jockeys at the FSC, they really need more training and there needs to be more levels that people that we can speak to when there issues are too complex to be resolved be someone who has limited access to fix anything other then resetting your ONT or STB's, right now Gustavo in the Verizon Direct forums is trying to straiten the mess out that there systems have caused, so far he is the only one who has been able to make any headway in trying to resolve these issues but there is still a long way to go, its truly sad that for such a great product with great potential they restrict there support people from the systems for which they need access to resolve issues correctly on the first try without needing your request sent to a "Network Techs" with who you can not even speak to and who tend to cause more problems then they solve due to miss-communication from the FSC phone jockeys. |
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majortom1029
join:2006-10-19
Lindenhurst, NY | reply to nasadude
Re: the corporate American way
Then what would cablevision be? Getting a corvette for the price of a corolla? |
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Neyland
join:2003-02-04
USA | reply to fatmanskinny
Re: Sooooo.....when is Verizon taking over AT&T.....
AMEN! |
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JSY
Premium
join:2000-04-05
Elmhurst, NY
clubs:
·RoadRunner Cable
·Bway.net
| Seriously...
Do any of you actually think that FiOS support, no matter how good it may be now, will remain at this level as more people get FiOS? What in Verizon's history gives you any indication that sustained high level of support is possible with Verizon. Given enough time for them to expand, they'll be just as bad as TWC when they start placing unqualified people in positions to meet the demand. When it comes to customer support, the customer will get shafted, beit Verizon or TWC. |
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ITALIAN926
join:2003-08-16
Stratford, CT
| reply to wdoa
Re: another big weakness
Patience is a virtue.
They can only do one place at a time. Its not like, flip a switch and FiOS can be everywhere. This is a MASSIVE project building out an entire brand new network of wires throughout their footprint.
Their ultimate goal is to one day rip out all that 100 year old copper, so it'll get there one day. |
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nasadude
join:2001-10-05
Rockville, MD
·Comcast
| reply to JSY
Re: Seriously...
kudos to verizon management for having the foresight and courage to implement FTTH, but if they weren't doing this the cablecos would continue to eat their lunch.
the market still isn't competitive and the telcos and cablecos don't compete against each other. so although verizon is doing cutting edge technology, there is still no compelling reason for them to improve their customer service; even less reason now, because people really want FIOS.
In a non-competitive market, with a product people want, verizon can be as crappy as they want and people will have to put up with it or do without. |
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