| 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 |
