Free DVD for Life

rrs49

I am an unhappy customer.

I love Fios, the speed, the phone, the service. I have been a FIOS customer for several years now, since they first installed it in my neighborhood.

I have painfully been paying $19.95 per month, plus tax for the multi-room DVD all of these months.

Last week, I received an offwein the mail offering "The Verizon FiOS Multi-Room DVR, FREE for the live of your services." I went to my Verizon store and said sign me up, and was told that this was for new customers only. So, I asked, a new customer can sign up and get this $240+ annual item free for as many years as he/she has your service? Yes, but is is only for new customers. So, I figure I have paid nearly a thousand dollars over the years for my DVD and that maybe I should ditch my service, move to Brighthouse for a day or two, then rejoin FiOS but taht would be a severe pain in the backside.

I called Verizon Help Desk (helpless desk?) and after having the rep explain to me more than once that I was not eligible, and after i told him that was unacepatable and insisting he escalate to someone with empowerment, he finally -- after an extended period of time --- offered me a $20 monthly bill credit for a year. I will wait to see if that is indeed honored, but I am not, repeat NOT satisified nor will I be until Verizon extends the same offer to a long time loyal customer who is spending over $250 monthly with them for home and wireless services. Where is the reward for loyalty?

jumpin68ny

rrs49

I certainly understand where you are coming from. I have been with FIOS for many years. Back in March I received a letter from Verizon indicating my current rates will be going up by $10 because my 2 year term has ended. i was rather frustrated too reading that letter. (I have TV and Internet)

I called CS and expressed by "lack of loyalty" concern and was provided a 12 month $10 discount for the next 12 months. This keeps my rates the same as previously.

I am pleased with that. Would I like more yes but that was a decent offer. So I too was concerned if I would actually see the $10 and there it is, on my bill a $10 credit listed as:

Valued Customer $10/12Mo. - 10.00

Credit will be applied up to and including your Mar 10, 2012 bill

So there it is, a credit that was promised. Do I love FIOS TV and Internet - yes. Do many people have billing issues yes. My recent edition of consumer reports say the same thing, great service, terrible billing.

On a side note a neighbor of mine has Cablevision and after a year of service with them, their $99 triple play package just went up to $150. Cablevision won't even budge on any discounts or credits for existing customers.

I don't think many providers are thinking of customer retention. At least Verizon is giving us a credit. Not sure if your local cable provider would do the same. I hope you will change your mind somewhat about being unhappy. If its a billing issue, the $20 credit is a nice gesture. The TV service far exceeds my local cable company. I'm happy with the TV and Internet.

Jim