On July 9, I ordered the FIOS service for my home to be installed on the 28th of July between 8 and 12PM.
On July 26, I was contacted by a Verizon representative who left a message for me on my answering machine that there was a problem with my order. That afternoon, I spoke to a Verizon service representative who informed me that my order had been cancelled (unbeknownst to me) due to a 3rd party verification issue--and that I would have to place another order and set another installation date. I told her that would be unacceptable...and after great effort (and excellent service) she was able to keep my original service date of the 28th. That afternoon I received an email from Verizon confirming that installation date.
As you may have already guessed, I spent this morning (away from my office) waiting for Verizon to come to my home to install my service. At 11:25 this morning (7/28) I received an email telling me that Verizon would reschedule installation for the 10th of August. After a call to Verizon I got the runaround, and veiled accusations that I have this all wrong. The representative on the line (Houston) told me that the 3rd party verification issue was the reason for this delay. An hour later however, I spoke with Kim who told me that the 3rd party verification issue was resolved, and that it appeared to be a scheduling issue. Needless to say, I was very disturbed to learn that the first representative had lied to me.
This afternoon, there was a knock on my door. Unbelievably two representatives from Verizon were waiting to speak with me. At first I thought that perhaps this had something to do with the problems that I had dealt with today...No, they were there asking if I had heard about FIOS becoming available to the neighborhood...they were very nice, but I told them that they needed to let someone, anyone know at their Verizon office about what subscribing to FIOS was like for the consumer.
When I sat back down at my computer to write this message, the phone rang. It was an automated message from Verizon instructing me how to use my voicemail service. I swear, I am not making this up. Apparently, at least some of Verizon's computers had my date right all along.
A couple of years ago after canceling my Verizon phone service for repeated problems and poor customer service, I received a phone call from a Verizon service asking me why I had done what I did. After telling him, the gentlemen asked me what Verizon could do to get my business back and I told him that the company needed to be responsive to its customers problems...most especially when they begin to effect one's quality of life.
While I still would like to be a FIOS customer (as it is clearly a better service technologically), I don't think I can proceed down that path until I receive an assurance that this type of treatment won't be the rule rather than the exception. I have spoken to representatives that promise to call me back (so far only one hasn't). I left a message for a manager {edited for privacy} who has thus far ignored me. I've written emails to the President of Verizon and the CEO. As I live in the DC area, my next step is to sit down and write a couple of folks that I know over at the FCC.
I'm hoping that someone on this forum can help, because this is beyond ridiculous at this point.
