My husband has tried switching to Verizon’s FIOS TV for a week now. Apparently, they were all nice and helpful till they got him all signed up on the 9th of Jan. We had no idea what we were going to be in for at that point. The installation was scheduled for the 12th and we even get a confirmation phone call from the representative on the 10th. He was all excited about the new and improved HD TV and DVR they have promised him. On the 12th, of course, he takes off from work in the afternoon since Verizon said they will be over anytime between 1 and 5 PM.
He waits and waits and finally calls the customer service only to hear that someone should be over there shortly. No one showed up. When he called to enquire, apparently his order was messed up and they rescheduled it for the 13th (Friday) and they said they could come over anytime in the day, so he had to take the entire day off and wait again….in vain!
When he called the customer service Friday afternoon, he was told that we were not even scheduled for installation that day. They then said they were rescheduling it for Sunday (15th), again all day. We just found out that we were not scheduled for today either, but for the 24th of Jan. So, two-and-half days of waiting and over 5 hours of waiting on hold for customer support, we get a vague promise that they will show up 10 days from today.
We are sorely disappointed with the way Verizon has jerked us around on this while being extremely apologetic while doing so. Someone ought to tell them that it is easy to say, “sorry”, but harder to mean it when they don’t make any amends to stand behind the apologies.
Posted by shanti at January 15, 2006 12:59 PMTrackBack URL for this entry:
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I am the poor husband dealing with them :(, and they seriously suck!
Posted by: Kalyan at January 16, 2006 11:44 AM
Verizon is the worst in customer service. But then again, so is Comcast and Addelphia and Time Warner and…
Posted by: Neil at January 25, 2006 7:41 AM
It is interesting to see such great kudos about Verizon Fios technology and price, but such horrible entries about customer service. With RR or Verizon, fortunately, it will be rare times you will need customer service. But when you do, I say stick with Road Runner, hands down. I have had my share of down time with RR, mostly from me messing around with my computer, etc. Regardless of the problem, RR or my own computer equip, RR helps my pleasently. The best in any industry for customer service. And they do not have a foriegn accent. The reason I have NO VERIZON service or equipment in my life is because of their total lack of customer service. And in the past when I did have to deal with Verizon, I was nearly always so angry, if I could have reached out and strangled them, I would have. Verizon’s extremely poor customer service far outweighs any advantage their good technology gives them.:angry:
Posted by: rick at December 4, 2007 10:33 PM