yokel
join:2006-08-29
Fairfax, VA
2 edits | reply to harley3k
Re: bad experience ordering Fios TV
Man, most of your stuff is very similar to what is happening to me. Do, they do this cancellation in order to save their face over something? She initially contended that I cancelled my order. I flipped out saying why would I do that and call you again?
I did see that there were 3 fios vans infront of my apartment today. I thought they were getting ready to come in to my apartment and knock the door. I was doing my work for a while and didn't notice them and they just left when I checked. May be it's got something do with the switch sort of thing you had? I am just speculating.. |
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harley3k
join:2007-04-10
Flower Mound, TX
| reply to harley3k
Oh a few more things... In 11 months I've had 3 bad experiences with the billing department.
1) They overbilled me for my botched install, charged me for multiple routers, when the router was supposed to be free.
2) At one point they stopped crediting my payments that I was sending electronically through Bank of America. The money was leaving my account and going into Verizon's bank, but they weren't crediting my bill. And when I called to resolve the woman was absolutely horrible, saying ther was nothing I could do. The folks at Bank of America spent a lot of time with them and finally resolved it. But in the mean time I had to put up with cancellation of service notices.
3) The last billing fiasco was when I switched to TivoHD. I cancelled one of my 2 DVRs, and got 2 cable cards in the TivoHD instead. All they had to do was remove one DVR ($12.95/month) from my bill and add 2 cable cards ($2.99 each) plus a $25 install fee to my bill. Instead I got charged for 3 DVRs (when I now only had 1), and got charged extra for a Cable Drop that no one ever installed.
Oh and you can't call the billing department except during 8-5pm, so when you get home after work and get your mail and see your f**ked up Verizon bill you have to wait till the next day to call them. And dialing into the number you don't even get a message saying call back during different hours, you just get dead air on the phone.
Seriously.... run away while you can.
-h |
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harley3k
join:2007-04-10
Flower Mound, TX
| reply to yokel
Wow, this sounds a lot like my experience almost a year ago.
The install techs would cancel the order for some reason but not call to tell me that they had done so or why. I would have to call Verizon and they would claim that I cancelled my own order. Reordering a second time had the same result, and calling in they couldn't even find the order in the system. It's like someone was deleting the order altogether.
I feel for you man - it was soooo frustrating for me. When I finally did get them to show up, I had several weeks of problems with them trying to make it work because I was on some old internet switch which did not allow the DVRs to talk to the right servers to get the guide data.
It all culminated in a huge screaming match on the phone and me threating to leave the DVRs on my front lawn for them to pick up if they didn't get it working.
I completely wished I had cancelled them and stuck it out with DirecTV a little longer, because now they have all the HIGH DEF channels that I want. I had to get a TivoHD to make my DVR experience tolerable, and now need another one for the bedroom TV since the updated DVR software sucks so hard.
My advice to you....... cancel while you can, and don't even waste your time telling them why because they don't even care. They have no system in place to track customer complaints and try to do anything about them. I doubt they even use a clipping service to monitor web traffic to gather what we are saying about them right now.
-h |
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yokel
join:2006-08-29
Fairfax, VA
3 edits | reply to bprush
The thing is, I am so tired of them that I don't want to call them any more. I was supposed to get a free first month on my Internet when I signed up. When I didn't get that, I called them up to find out. They said they will apply the credit. When I check the bill this month, it's the same. No change.Why waste precious time for people who don't give a damn about their customers? In fact, when the installer lady installed my fios internet, after activation I found out that I was given only 5 mbps down when I ordered 15. Getting it upgraded to 15 was another hell. One condescending support person was almost yelling at me when I asked him if the upgrade was possible soon. It took 3 days for it work.
So, in the last 2 months, I've spent atleast 8 to 9 hours on phone with Verizon, 3 times the time I spent with Cox in three years. I may even get blacklisted or something for calling so much. That doesn't make Cox any better in the service they provide. Only, it sucks less. |
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bprush
| reply to yokel
I had the same thing happen to me...they entered the orders in wrong in the system...they were in their twice at the same time (but nobody showed up)
Call the Encore call center in Buffalo and demand to speak to an upper level supervisor (one of those people who have names but dont have direct numbers). They gave me a free month, with your issues, you should get at least three... |
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