dpridgen
Premium
join:2004-01-14
Port Washington, NY
| reply to shadow700
Re: Triple play bundle - TV costs more?
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. |
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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. |
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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. |
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aaronwt
Premium
join:2004-11-07
Woodbridge, VA
 ·Verizon FIOS
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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