harley3k
join:2007-04-10
Flower Mound, TX
| reply to yokel
Re: bad experience ordering Fios TV
In my case it came down to the installers seeing something technical on my setup that prevented me from having the TV service. It was the fact that I had business internet (static IP), and that they could not at the time offer TV service. But instead of anyone taking the orders even knowing that this was a problem and letting me know, they took my order and it went as far as the install tech. Once the install tech got it, he just wrote it up as 'not possible' and cancelled it, then went on to his next install. Nowhere in the workflow was there a process in place for someone to call me. This process went on for a while.
When I finally got someone at Verizon to actually speak to one of the techs that cancelled my order, they explained it to me - then I began the process of converting my service over to Dyanmic IP (instead of static). That took a few days, then the order went through and a tech actually showed up.
But that's when the switch problem happened. I had 2 DVRs in my house for 2 weeks, but I could only channel surf. The DVRs couldn't see the proper servers to get guide data or VOD, etc. I went several rounds with multiple people who kept forwarding the problem onto "NETWORK TECHNICIANS". On at least 3 occaisions I was told that a Network Tech would call me, but they never did. And I had to repeatedly call in to get them to revisit the problem.
The bottom line is that it seemed that most of the instlalers, network techs, and order takers didn't want to talk directly to the customers... They didn't want to follow through a case to the end. They simply wanted to check the problems off their list and move on to the next.
It was seriously the most infuriating case of consumer-rage I have ever experienced.
-h |
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yokel
join:2006-08-29
Fairfax, VA
1 edit | reply to JPL
Unfortunately, the most annoying thing is that they did confirm yesterday. So, I was all happy thinking I was finally getting the service. They do this to me and then they accuse me of cancelling the order.
I am normally very quiet and don't get agitated easily, but the way they did this to me really pissed me off. I could have really used going to work today. |
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JPL
Premium
join:2007-04-04
West Chester, PA
 ·Verizon FIOS
| reply to yokel
I really do feel for you. That's gotta be frustrating as hell. That's why I advise anyone ordering fios - call in to check on your order. I would call a day or so after placing the order, and if there's something amiss, keep calling back every day until they get your order right. And then call back AGAIN a day or 2 before the install.
I had a minor quirk which I was glad I caught. When I ordered tv service, I did it over the phone. I think the salesman messed up in placing the order because the order number he gave me wasn't the same as the one that showed up on their system the next day. There were also some other discrepencies - they had parts of my order wrong - e.g. they said I was set to get internet service - which I already had. They also had the time slot wrong - I asked for the morning appointment, and I was listed as having the afternoon appointment. About the only things they had right was that I was getting TV service, and the day of the install.
All of that led me to believe that the salesman screwed up when entering the order, and had to replace the order. I found out about the discrepencies when I checked on line. I called, and the rep I talked to corrected every item, except the time of the install. She tried to put it back to the AM slot, but it wouldn't take. Another rep said she couldn't move the time back to the AM, but put a note in my order telling the installer to come early if he was able to (he showed up at 12:45 for a 1:00 time-slot).
I think with these ordering systems, you really need to be proactive when you place the order (it's not just Verizon that has this issue, unfortunately). Aside from that, I can't say enough nice things about my installs (both of them - the internet and later the tv). Both installers were professional, prompt, curteous, and knowledgeable as all get out. Easily the best such installers I've ever had. |
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yokel
join:2006-08-29
Fairfax, VA | reply to GeekNJ
Yes, that exactly is the reason why I am still trying. I know how good Fios is when it works. But, I've reached the end of my patience limit. |
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GeekNJ
Premium
join:2000-09-23
Waldwick, NJ
| reply to yokel
For the 100's of uneventful installs, there is always 1 like this. It stinks when it is you.
You have a couple of choices. 1 is to try again. The hassle of the install will be a blip in what I imagine your overall experience to be. The down side is, as you noted, how many chances do you need to give a company just to take your money each month?
Or, you do the moral 'speak with your wallet' move and tell them to suck and egg.
On a selfish note, I want you to keep trying so I can hear the next episode of this saga.
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