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I AM NEVER RETURNING TO FIOS AND TELLING OTHERS TO STAY AWAY!!!

I am posting this experience because I know that even though Verizon support will probably not respond, I want to show the world that this is a company that does not see customers as actual people but numbers with dollar signs. I respect the fact that I agreed to a contract that includes an early termination fee, but in this particular case I ended my contract because I went to work for a different service provider and I am currently using their service.

Note that in the following chat I informed them that I was pleased with their service and wanted to leave the door open should I decide to return in the future, and that request was dismissed by first level sales people despite DIRECT threats on my part to never sign up again. In that case should they have escalated to a manager? Also notice that in this log, they told me that they couldn't stay on the line. They are probably instructed to dismiss the chat as quickly as possible and move on to the next customer. I left the chat session number available should the pertinent staff read this and contact me regarding this issue, which I also doubt will happen. I know for A FACT that this will NEVER reach the executive level.

Dispite the good channel content and decent Internet connection, THIS IS A HORRIBLE COMPANY!!! ! In fact I have Verizon Phone service as well for over 10 years! After this contract is up, I think I will go to Sprint!

Isn't it also amazing that the only way you can email support is to make a forum post? Here it goes!

{edited for privacy}

I was a customer for 4 years! You want a measly $120.00 in exchange for a long term relationship? THERE YOU GOT IT!!!! This is to keep you from sending a bill collector after me to damage my credit.

Comments

daveshouse1

If any Verizon Sales people come to my door, I will tell them where to stick their service!

I'll make sure that all of my neighbors know about my experience as well!

thetick1234

And I'm sure cable company has just as many or complaints. Enjoy your cable experence.

daveshouse1

The cable I work for actually deals with customers on an individual basis and you can ACTUAL EMAIL THEM DIRECTLY.

If they are not resolved, they will escalate up the chain until it becomes a coporate complaint. They aren't dismissed by 1st level billing support. AND NO TERMINATION FEES EITHER. And also, if you have an outstand bill, they won't send collections after you, but will settle with you should you decide to come back.

gs0b

@daveshouse wrote:
The cable I work for actually deals with customers on an individual basis and you can ACTUAL EMAIL THEM DIRECTLY.
If they are not resolved, they will escalate up the chain until it becomes a coporate complaint. They aren't dismissed by 1st level billing support. AND NO TERMINATION FEES EITHER. And also, if you have an outstand bill, they won't send collections after you, but will settle with you should you decide to come back.

Let me get this straight. You signed up for a FiOS contract with full knowledge of the early termination fee. You didn't select a month-to-month deal with no termination fee, even though Verizon offers them. Then, you got a job with a competitor to Verizon and as a result get a very good deal on service. So, you canceled FiOS. Why on Earth should Verizon not charge you EFT?

Good Luck and enjoy your new job. Hopefully your company won't go out of business due to all the uncollected delinquencies.

daveshouse1

So let's be clear on how this works. If you need online support, or want to give feedback or a grievance, they tell you to go to the forum. If this is only a peer to peer system then why are customers directed to it for support?

gs0b

Just to be clear, I am not a "shil" for Verizon. As a matter of fact, I do agree with one part of your initial rant that Verizon's business practices appear like they designed to extract the most money possible from it's customers. However, that's doesn't change the fact that you're trying to get out of an agreement you made in good faith.

Verizon moderators do escalate issues to support, however those are typically cases where the customer has described a situation where Verizon isn't living up to it's agreements. There isn't anything in your posts that suggests Verizon isn't doing what they should.

As far as your complaints about how Verizon handles support, I'm not sure what your issue is. Certainly there are many different ways companies can handle support. Email is not good for exchanging private information nor for tracking issues on a large scale. It can work for companies with smaller support loads, but is a royal pain in the rear for large scale operations like Verizon.

If you truly want Verizon to improve it's support model, you can post your ideas in the "ideas" section of this forum for Verizon to see. But I'm not sure why you'd do that as its quite clear you don't want much from Verizon other than a waiver of the ETF.

Personally, I find the quality of the services provided by Verizon FiOS to be excellent. Sure, I'd like my bill to be lower and I don't like how I have to constantly re-negotiate when contracts expire, but I know that is par for the course with large companies like Verizon. I've been with big cable companies and satellite companies, and they are about the same. If I ever reach a point where Verizon's services aren't worth what they charge for them, I will switch in a heartbeat. That said, I won't complain if I have to pay a contracted ETF.

Good luck, enjoy your new job and cable service.

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