how-to block ads
|
birdfeedr
Premium
join:2001-08-11
Warwick, RI
 ·Verizon FIOS
| reply to WC813
Re: VZ makes front page.....
Article says, essentially, big company used to monopoly needs to fix customer service. I won't argue with that. Can Verizon become the more nimble, caring, responsive company that aggrieved customers want? That remains to be seen.
Meanwhile, the educated customer becomes the satisfied customer. Article has a list of questions that need to be asked:
----------------------------
What You Should Know
Questions to ask any cable TV, Internet and telephone service provider:
• Are there any activation or installation fees?
• Are there charges or rental fees to connect more than one phone, computer or TV?
• Does the company bill a month in advance, or retroactively for the past month?
• What will be the total amount of the first bill, and subsequent bills, including taxes and fees?
• Are there charges for repair calls?
• Are there termination fees?
• If you cancel service, what do you do with the equipment?
• Is there a "grace period" to cancel the service without a termination fee? | |
Wopafoona
join:2008-03-28
Long Beach, CA
| birdfeedr, this is a great flurry of questions to ask and i find it really helpful. Thanks.
As i'm moving into a new place after a few years, i've found that the climate of service providers has changed since the last time i did any comparisons. It seems now that everyone has jumped onto the "service bundle" bandwagon. I did a few quick comparisons and it seems that, dollar for dollar, I'm getting a better deal on FiOS than most other services. I guess the only questions left to ask, for me at least, are the following:
1) Are the billing issues really as bad as it seems?
2) If so, what else is the most comparable bundle to what i'm seeing from Verizon? | |
birdfeedr
Premium
join:2001-08-11
Warwick, RI
·Verizon FIOS
| said by Wopafoona  :1) Are the billing issues really as bad as it seems? 2) If so, what else is the most comparable bundle to what i'm seeing from Verizon? Billing issues seem to be bad, but remember to account for the difference between the vocal minority and the silent majority.
I've had to deal with a couple of problems, and was able to get them resolved to my satisfaction. Not so bad for me, but there are others who do claim worse.
I suspect that billing will get better down the road. If you are a new customer today, you won't get hosed nearly as bad as those 6 months ago. Why? Verizon has to get it straightened out. There's only so long they can go calling it "bad software" before they take the hit on it. I think they are working on it.
I know that my bill has changed from the 14 itemized details it used to be to a new one line bundle price. I know that the wiring charge was credited because there was no new wiring. I admit I had to call them up to get it fixed. I know that my price is what I was quoted.
I would still compare features and services before buying. I certainly did that before deciding to sign up for FiOS.
I can't answer how things would fare for you in CA, but I know what is going on in RI. I would still recommend FiOS to my neighbor. | |
Wopafoona
join:2008-03-28
Long Beach, CA
| Hey, thanks for the quick response, really appreciate it. Hate to keep pestering you with questions, but seeing as you're the one with the knowledge  , i gotta ask one more:
As a new customer with a completely clean slate, is there anything i should do upfront in order to experience less hassle on the backend? For instance, I don't have an HDTV at present, but should i order an HD reciever and a standard box so that when i do make a purchase i don't have to worry about mixed up orders?
Thanks again for all the help. BTW I've printed out those questions you had. Those should be a sticky somewhere. | |
birdfeedr
Premium
join:2001-08-11
Warwick, RI
·Verizon FIOS
| said by Wopafoona :As a new customer with a completely clean slate, is there anything i should do upfront in order to experience less hassle on the backend? For instance, I don't have an HDTV at present, but should i order an HD reciever and a standard box so that when i do make a purchase i don't have to worry about mixed up orders? The questions weren't mine, they were quoted from the tail end of the article. I asked a lot more when I called to order. I was on the line for more than an hour after I got hold of the CSR.
I think the way to avoid problems is to figure what you need now and the near future, place your order, and don't change services until things have settled down. If you order a HD receiver, I don't think you can use it until you have a HDTV to plug it into.
Figure three bill cycles to get everything worked out. You are a new customer, but telephone is the bill you will receive that has the data (internet and TV) piggybacked on it. No matter what anyone tells you, expect the first bill to be low, the second one to be high and the third to be the "first full month".
If there are any problems or you don't understand the charges, call them to clarify. I had to, and with the help of the CSR and my spreadsheet, I understood the billing madness. There was an installation charge that was split into 3 payments, and the CSR agreed the charge was erroneous. Rather than try to delete it, she applied a credit. The installation charge still appeared on the bill, but was credited in a single line item.
On my third bill, all was as I expected.
I do not know what the billing system is like for a new customer today. I described what it was like for me signed up in January. Because of their one-bill concept, and the fact that telephone and data are coming from separate places, I believe what I have described is a fair prediction of what to expect.
Others may disagree. | |
|
