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shadow700
join:2004-08-05
Collegeville, PA
| Triple play bundle - TV costs more?
A few weeks ago, I signed up for a Triple Play bundle (Internet + TV + Wireless). During the process I was very careful to go over my bill as it stands now and what it should be after the bundle goes into effect with the sales representative:
(taken from a recording of the call)
Me: For the TV side, to make sure that you are seeing the same thing that I am seeing, I currently have the FiOS TV Premier for $42.99.
Operator: Right.
Me: The Movie package, which is $12.99. Um, a High Def set top box for $9.99. A High Def DVR for $15.99. I don't know if you see it on there, but the reason I called in was because there was a CableCARD that was still on the account which was taken off, so hopefully it is not there any more, but that was $2.99. It should have been taken off as of last Friday or within a couple days.
Operator: Right.
Me: And I already have discounts of $5.00 off for FiOS TV Movies, which I believe was an annual agreement thing. And...
Operator: Right. And all that would stay.
Me: OK. And another $6.00 off for the HD DVR discount. So, in addition to those, you are saying that I will get another $5 off for TV.
Operator: Right and $17.99 for the Internet.
This was actually the second rep I talked to, as I had to cut short the first call due to a meeting (it was the conversation referenced by the "taken off as of last Friday" comment). Both reps said the same exact thing, though I did not record the first call (just took notes).
Imagine my surprise when talking to a different rep for another billing issue last week and was told that not only will my Premier TV price go from $42.99 to $47.99, I will lose the TV Movies Discount, which means my monthly TV price will go UP by $5 instead of DOWN by $5 - a swing of $10 a month, $120 a year, from what I was told.
Now I'm just trying to figure out what my next step should be. Since I haven't gotten a bundle bill yet, I'm thinking about waiting until I actually do get one to verify what the last rep said.
I guess I shouldn't have expected things to go so smoothly.
Argh. | |
dpridgen
Premium
join:2004-01-14
Port Washington, NY
| I'd rather be in your shoes. I am currently paying $240 for phone/internet/TV. I have been trying for the past 3 weeks to get switched over to the TriplePlay bundle. My problem was that I already had the FiOS phone/internet (20/5) for the past 3 years for $120/mo. I recently ordered the TV service through the Web which came out to $116+taxes with an online ordering bonus of free installation, and 1 month free Premier (47.99). The first rep I spoke with a few weeks ago said, no problem switching to TriplePlay, and supposedly made the changes to my account. Then the bill shows up. =O The second rep I spoke to last week explained the difficulty. Apparently, the specials that you get through online ordering are different from what is available over the phone, and the system wouldn't let him make changes to an order placed over the web. He would need to cancel all my accounts phone/internet/tv and reinstate them under the current promotions available to him. He wasn't able to do this last week becuase I had ordered a box swap that was to take place this weekend, and that was preventing him from canceling the accounts. He is supposed to call me tomorrow to do the switch. In the meantime I have to pay the outrageous bill and supposedly get credits next month. He has assured me that he would review the account and make sure. We'll see. | |
JohnA
Premium
join:2003-09-16
Pittsburgh, PA
2 edits |
I wouldn't let a CSR do that. You can get ahold of CZ (@CZ) on twitter.com, and he'll submit an executive complaint for you, or the Exec Cust Ser
Mark D. Reddick
executive customer Relations
140 West St.
Manhattan, NY 10007
212-321-8457 (office)
212-321-1047 (fax)
Either will lead you to Executive Resolution, where they have the authority to correct your records and issue the credits. CSRs see no other way but a shut down. They can cause you downtime, and have trouble getting the credits through.
Took me 6 months to get a triple play billing issue resolved, till I found my way inside. | |
dpridgen
Premium
join:2004-01-14
Port Washington, NY | Thanks, John, I'll give Mark a try since I can't currently search for CZ@CZ on twitter. I was a little concerned about the CSR's plan, especially after he told me that my voicemail would be reset. | |
fredb
join:2004-11-26
Springfield, VA
| reply to shadow700
I don't have a solution to offer however just want to let you know that I had the same problem and finally decided this week to give up. At the end of the day my time and sanity are more important than the money Verizon stole from me.
I have spent countless hours speaking with people who told me another story every time I called, made me promises they never held, did not forward my complaint to their supervisor when they said they would, set installation dates that passed without explanations, etc... Verizon is just the worst company I ever dealt with as an organization. They have too many branches that don't communicate with each other.
Luckily for them, their product, once installed, works well (if you don't mind seeing your HD-DVR reboot constantly for 6 months - fixed now).
In short, they took over 4 months to deliver the FIOS triple play package (I already had FIOS TV and Internet, was just adding phone service), lied to me about the $200 Amex card, then lied to me about a $100 Circuit City card, lied to me about the total cost of the package (I lost my previous discounts like you).
I am now stuck with them for 2 years (they lied to me and forced me to agree to it if I wanted the gift card). However I won't hesitate to shop around and leave them at the first opportunity I have to switch to a comparable product from Cox or Comcast. | |
aaronwt
Premium
join:2004-11-07
Woodbridge, VA
 ·Verizon FIOS
 ·Comcast
1 edit | reply to dpridgen
said by dpridgen  :I'd rather be in your shoes. I am currently paying $240 for phone/internet/TV. I have been trying for the past 3 weeks to get switched over to the TriplePlay bundle. My problem was that I already had the FiOS phone/internet (20/5) for the past 3 years for $120/mo. I recently ordered the TV service through the Web which came out to $116+taxes with an online ordering bonus of free installation, and 1 month free Premier (47.99). The first rep I spoke with a few weeks ago said, no problem switching to TriplePlay, and supposedly made the changes to my account. Then the bill shows up. =O The second rep I spoke to last week explained the difficulty. Apparently, the specials that you get through online ordering are different from what is available over the phone, and the system wouldn't let him make changes to an order placed over the web. He would need to cancel all my accounts phone/internet/tv and reinstate them under the current promotions available to him. He wasn't able to do this last week becuase I had ordered a box swap that was to take place this weekend, and that was preventing him from canceling the accounts. He is supposed to call me tomorrow to do the switch. In the meantime I have to pay the outrageous bill and supposedly get credits next month. He has assured me that he would review the account and make sure. We'll see. WOW! I only pay $270 a month which includes the 50/20 tier and Cellphone service, plus all the movie channels except Cinemax and I thought I paid alot. | |
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