Maniac_tv
join:2007-08-01
Burlington, MA
| Customer Satisfaction Rating
I found an interesting article about customer satisfaction, cable vs Fiber and Satellite. I'm not surprised with the results as I would have answered the question in the same way the majority of the people in the survey did: 85% of the Fiber and Satellite customer are Very/Somewhat satisfied vs 70% in cable. An astonishing 96% of the FiosTV customers are Very/Somewhat satisfied versus 89% and 82% in Satellite and 73% in Comcast; 68% in Time Warner.
Take a look:
»biz.yahoo.com/seekingalpha/07091···tml?.v=1
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JPL
Premium
join:2007-04-04
West Chester, PA
 ·Verizon FIOS
| Very interesting article. I've wondered where fiber fell with regards to customer satisfaction. You always hear about cable vs. satellite, and while fios and u-verse are technically cable, they are very different services from traditional cable, in my mind.
While I'd put myself in that 'very satisfied' category, I was surprised that Verizon's numbers were so high. Not because of their TV service, but because of issues with their billing and ordering systems. |
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justin9876
join:2006-04-21
Keller, TX
| said by JPL  :While I'd put myself in that 'very satisfied' category, I was surprised that Verizon's numbers were so high. Not because of their TV service, but because of issues with their billing and ordering systems. I suspect that relatively few customers actually interact with the ordering and billing systems more than once or maybe twice. They get the service, it works, and that is it (until they try to change something I guess  )
For example, I have had FiOS internet, TV, and phone service over two years now (TV two years next week), and I have only changed my service 3 times: add TV, drop some TV options, and add unlimited long distance. Each time the change worked perfectly. As to billing, one issue, took 3 short phone calls over 3 months to resolve. Keep in mind it has been two years, most FiOS customers had had it a lot less time than that.
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Justin
Verizon FiOS TV and Internet
Motorola QIP6416 HD DVR
Sony KDL-V40XBR1 |
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Carlos in VA
@verizon.net
| reply to Maniac_tv
Count yourself among the lucky. I ordered a VANILLA bundle. TV, Phone, Intenet...call me crazy but I added HBO. Well it took the mickey mouse operation called Verizon 1 month to get the TV working. First they got only one box up (I have 3 set tops), then they didn;t have HBO up anywhere in my house. Then all of a sudden I didn't have any service (including DVR) only basic TV. By the way I STILL DON'T have phone!!!! The only thing working from day one is data. Anyway now (today) I don't have ANY (ZERO) phone service cause they sent Mickey and Pluto to disconnect my VERIZON copper line but sent Sponge Bob and Patrick to install the FiOS line and everyone knows that Sponge Bob can only install phone lines on pineapples. To sum it up....these bozos couldn't install a bandaid on their nose.
I can't believe I'm saying this but try AT&T or Comcast!!! |
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JPL
Premium
join:2007-04-04
West Chester, PA
·Verizon FIOS
2 edits | Sorry to hear your experience was so lousy. Mine has been the exact opposite. Both installs (internet/phone in one, tv in the second) went without a hitch. Well that's not eniterly true. The tv installer had one issue - he had to download the stb s/w twice. The first time one of the boxes came unplugged from the outlet and therefore didn't get the s/w. That was it - the only glitch I had.
The installers were both excellent - the best I'd ever had at my house. I later signed up for their triple play and the movie pack - all without issue at all. I've never had a billing problem, and whenever I had a technical issue, they were awesome. From the CSRs on the phone, to the techs that came out to my house - all phenomenal. That's why I'd give them that rating despite having occasional glitches with the tv service. |
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bcushman
join:2007-04-01
Warwick, RI
| reply to Maniac_tv
I am very pleased with my service - had telephone & internet installed before TV was available - all installations went great - the only billing problem I had was that they didn't show me as having all 3 services, but when I called, they changed it and I got a credit, and now all is well. BTW, I have found cusjtomer service to be excellent. |
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Maniac_tv
join:2007-08-01
Burlington, MA
| reply to Carlos in VA
I signed for the triple play and on the second bill I had 160$ in International calls (we use a 1 cent x minute phone card but we like to also have the ability to call directly). Called Verizon and the rep told me that my account wasn't showing I signed for International, which in fact, I did. No questions asked and right there I got a full Credit in my bill. Yes, it is true the sales person (or somebody else) did something wrong but it is also true that they acknowledged that. Can't complain.
In addition, my installation was flawless..they send 3 guys home. They worked form 9:00 to 12:00; came back around 1:00 and by 2:30 everything was working with no problems. |
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Mark F
join:2007-08-01
Fort Wayne, IN
| reply to Maniac_tv
Our FIOS installation was flawless, as well. There were two installers, one a bit older than the other. I didn't originally ask for a DVR, when we signed up we were told that we could do pretty much the same things with FIOS that we did with cable. But, after explaining that we do a lot of recording, we got one with no hassle. In fact, the younger installer looked at the diagram I had of how I wanted things hooked up and, even though he seemed a bit skeptical, did it and it worked. And, when explaining the DVR, he used Stargate, a show he, and I, watch, as an example of recording a show every week at the same time. Everything went well, my only complaint, a tiny one, is that their truck wasn't all that nice.  We've had Verizon/GTE phone service for a long time, FIOS internet for about 20 months, and FIOS TV for about a month. So far, so good. Now, if the bugs in the guide could be worked out....... Mark F. |
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