I usually don't vent on NGs about bad service; most of what we get
these days IS "bad service".
But I'm disgusted enough to go public on Verizon FIOS. They offered a
package of TV, Internet and telephone for what sounded like a
reasonable sum. From Day One, nearly a year ago, EVERYTHING has been
terrible. Verizon does everything to keep the customer at arm's
(electrronic) length. The Web sites are useless. There is virtually
no response to polite complaints, and when one does get a human being,
they are inept, untrained, ignorant, and basically useless even for
flipping burgers. The corporate office doesn't answer inquiries.
If anybody wants a copy of the article I am writing, with blow-by-blow
account of the Verizon horrors, let me know. It's too long and
detailed to post on a NG, but trust me, everything is backed up with
emails, phone records, faxes, letters and personal visits to Verizon
Meantime, please! Friends don't let friends subscribe to Verizon
You could say the same thing about almost any large company. They get to big
to worry about miniscule customers. We almost always pay cash for everything
but last January my wife went to Ashley and bought a diningroom table. We
had the money but for some reason she put it on "6 months same as cash". My
initial reaction was to pay the bill but it was stated "6 months same as
cash" so I didn't worry about it. I never got a bill so I waited for it. One
came 2 months later from Citifinancial saying I was late and had late fees.
I called and told both Ashley and Citifinancial I have documents that state
6 months same as cash but they didn't care. I spoke with a customer service
supervisor at Ashley and he said they don't do anything until they get
several complaints. The telephone rep at Citifinancial said I was the 3rd
complaint she got from Ashley customers that day for the same thing. I got
Citifinancial to knock off the penaties and paid it in full over the phone.
I told my wife that this is why we don't have any credit cards.
These types of customer service complaints happen all the time these days.
Large companies know that all the other large companies are doing it and
they will "miss the boat" if they don't join in. There is big money to be
made by lying to customers.
Verizon is much, much worse than "almost any large company." I've had
several bad experiences with them to the point that I haven't had a home
phone in something like 5 years now. not worth the hassle. I'm not
alone, either - lots of people I know have bad things to say about Verizon.
replace "roosters" with "cox" to reply.
Join the "cox.internet.community.lasvegas" group. There is a Tech that
monitors the group...
I posted there once and the guy flashed my router at night while I was
( flashing the router would have been my next step, but the guy beat
me to it)
You guys don't know what bad service / bad product are. Try using
Hughes Net. I dare you. The performance is terrible every nite. and
when you try to talk to someone you can't understand a word they say.
I straightened out Hughes Net service for a customer a while back.
I'm used to dealing with tech support CSR's in India and can often
get them to patch me through to American based personnel who can
often quickly help me remedy the situation. I have thought about
learning Hindi or Urdu to mess with the outsourced tech support.
On Fri, 26 Mar 2010 15:24:38 -0700 (PDT), Higgs Boson
And their ad about watching tv in 6 rooms has been changed to say you
can record in one room and watch it in 6. I'm sure that means you
have to watch the same thing in every room.
Heck, that's no feature. Anyone can do that with a vcr or dvdr, with
splitters, and a couple signal amps, and some cable, for maybe 40
dollars an no rental fees.
Which exact part of it you are having problems with, TV, Internet or
phone? I've had FIOS for years, from the day it became available in my
area (2005 I think) and never had any problem with the service. Certainly
nothing like "everything has been terrible" that you describe. Also been
on the phone with their FIOS Online support folks a few times. FIOS
Internet in a separate organization as far as I can tell - both sales and
helpdesk - but helpdesk guys actually left an impression of people that
are polite and know their stuff, problems fixed.
I don't know your situation of course but you always have a choice - pull
out. Give them one last call, tell them you are about to cancel the
account and you want a technician on site to resolve your issues else you
terminate your account. If they can't, terminate it. Things did not work
out between you two.
If there is a copper wire to your home, they will have to make it
available to any phone provider you choose. If you only have fiber optic,
you're stuck - they have a decade long monopoly on it. But a Cable TV
company will probably pull their own cable anyways, and those guys can
provide phone and Internet service as well. Then there is always satellite
TV. So, you have choices!
Verizon is just horrible. Here in
western NC the land lines are just plain
pathetic ... noisy, 60Hz hum, etc. I am
on a remote switcher. When there is a
power failure, the phone goes out
shortly thereafter. A Verizon person
said it was because the batteries in the
remote need to be replace. Verizon won't
replace them because they are selling
their land line business later this year
and don't want to spend any money on
stuff they will be getting rid of. Gee,
just think, a 3rd rate telephone
company, Verizon, is selling their stuff
to a 4th rate company, Frontier. Wow, I
can't wait ... NOT. BTW, I have heard,
from a verizon person that Frontier made
them fix their DSL problems because they
"didn't want to buy a crippled system."
And, DSL has improved over the last 9
months. 9 months ago, you couldn't
stream any audio or video. Now I can
stream video easily during the day, and
usually at night. Also, 9 months ago,
the DSL speeds would read as low as
40kbs during the evening ... now it's
not bad. 9 months ago, if you called
>non< tech support, you would get
someone in India or the Philippines
telling you to do basically stupid
things, like replacing your network
cable between the modem and computer, or
plugging the modem wallwart DIRECTLY
into a wall outlet and not into a power
Well I have my own FIOS phone hporror story, after complaing for TWO
MONTHS, and caling EVERY BUSINESS DAY FOR 3 WEEKS and esclating to the
presidents office twice my phone got fixed.
It was a bad router at the central office, which effected every fios
phone customer in our CO, about every 12th call was noisey, as time
went on to the point of unusable.
Their phone auto attendant system is designed to discourage calls to a
rep at all costs.
They refused to let me cancel, and refused to put me back on copper.
They have so many company policies they fail to realize serve the
CUSTOMER shouldnt be at the bottom of the list it should be first!
I am finally outr of contract and ready to cancel EVERYTHING with the
my fios internet has been rock solid, but the company is horrible to
I'm late to this thread, but I am ready to concede that the inventor of auto
attendant systems shot be shot. It's just another way to make the customer
bear the cost of support by wasting enormous amounts of time reading menus
at them when a smart receptionist would know in seconds where to send you.
These two year contracts should be illegal, especially when all they are
risking is a $20 router or cable modem. They are mostly to lock out
competition and restrain free market force. I'm surprised some lawyer
hasn't sued them just on that basis.
I am *so* glad I didn't fall for FIOS - although I almost did - when a
friend told me that the first thing they did was cut his old copper phone
wire I backed off. Just like "early termination fee" cutting your copper is
designed to force you to stay with them. If there was true competition,
then maybe some of these tricks might be conscionable, but the alternates
are so limited that they're not. They behave so much like monopolies, that
they really are monopolies, in the practical sense of the word.
How can they offer such terrible service to so many people and still
survive? I think it's because there's no real alternative. But there's
something else. This generation of kids seems to be "whipped." They pay
usurious interest and outrageous fees and think nothing of it. It seems
they feel getting seriously screwed by big business is just an unescapable
fact of life. I can't help but think of them as Eloi, hearing the siren and
going to the caves to feed the Morlocks in the Time Machine.
I don't think people realize the only true voting power they have is in
their wallet and when someone really screws you, you HAVE to terminate your
relationship with them, even if it hurts you because there's no other way to
have your voice heard. American companies *know* how infrequently customers
change to competitors and they take full advantage of it. So just DO IT and
write a letter to a VP about why you did. Google is great for finding VPs.
(-: As you pointed out, the system *prides* itself on not having to listen
to anything the customer has to say. That means you have to be creative in
That's a serious dilemma. Whenever I talk to someone like Verizon, I always
have a competitor's latest deal in front of me. Sometimes they *will* cut a
deal to keep you if they think you're really going to leave them.
Verizion has stopped upgrading to FIOS near nationwide, the service is
hermoraging red ink.
They are investing all their money in wireless internet.
The wireless side has far better customer service......
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