Everytime there is a problem with my account or billing or even something wrong with the Services I've subscribed to, it seems that the hassle it takes try to get the problem fixed (which has thus far been the fault of Verizon each time) takes way too much time and effort for a customer to have to deal with. So far the most part I try avoid contact with Customer Service unless its absolutely necessary.
So my current situation is that I only have 6 months left on my contract and I've been seriously considering switching providers just for the experiences I've previously had. And lo and behold, I see that Verizon announces a new increase in their Internet speed tiers, and I won't lie the increases are very tempting to me considering my internet usage. So one of my work mates was telling me about how he had just ordered FIOS for the new Quantum speeds and it peaked my interest when he told me what deal he was offered and what he's paying. The following what I was told:
"I was able to get the 150/65 Mbps, Ultimate HD and Digital Voice for $129.99 a month with a $500 gift card"
I guess the extra perks were for a new 2 year contract, I'm speculating, but he even brought in pictures of the techs installing new Cat5e cables along with his new equipment so I'm assuming he was telling the truth.
So just for curiosity, I thought I might try to see what potential upgrades to my account would be if I wanted to upgrade to the higher speeds. My current set up is 25/25 FIOS Internet, Unlimited Phone, and Extreme HD TV, and I get this Triple Play for 119.99. The offer he was getting was pretty stellar when comparing what I was getting to what he was getting for the price, so when I tried logging into my account and looking about adding Services, I get this error message repeatedly that I had to call a Verizon Store instead. And so I got this error for the next couple days, and there doesn't seem to be a fix or reason why. I posted in a thread with someone who was getting the same thing, but there didn't seem to be an explanation as to why we were being told to call Verizon instead of allowing us to add Services ourselves in our accounts.
And now we arrive to this this morning, where I joined the Live Chat Support as a last resort, politely (hoping not to get someone with an attitude) asking about potential upgrades to my account. I gave the Customer Service Representative permission to view my account and then she went about telling what offers and upgrades were available to me on contract. She clarified what my current package was (25/25, Unlimited Phone, Extreme TV) and told me that I could get an internet upgrade speed of 75/35 instead of my current 25/25 and then keep my existing Unlimited Phone and Extreme HD TV if I started a new 2-year contract now for 124.99 with 5 off. Here's the direct quote, and I'll take out the CS Rep's name, though can supply it if a Verizon Rep here wants to help me with my issue.
"Anonymous Rep(06:10:27): the options would be to have the 3 times faster speed of 75/35 for 124.99 with 5 off for 24 months"
"Anonymous Rep(06:10:42): your bundle now is 119.99 with 25/25"
"Anonymous Rep(06:10:52): this is the better offer"
Now I thought this was a pretty good deal considering if I did renew my contract, the 25/25 speed was going to be discontinued or so she informed me. So I was pretty excited and thought things might be turning around. At that moment, she had talked me into signing another 2-year contract to get this deal, and I was ready to do so. She asks for a number to call me and I give my home phone, but whether it be the fault of Verizon or whatever, our Chat session ends abruptly and I get no call. So I head to work, and at lunchtime I rejoin the Live Support and ask specifically for this Representative and I get transferred to her again. So shes had a number of hours to do her homework and double check she was correct in offering me what she did, I ask her again if the offer of 124.99 with 5 off (so I was informed it would be 129.99, 5 off making it 124.99 not 119.99) and I was ready to go forward with placing the order. So this time I give her my work phone number and she calls me up and we go over it again, and everything checks out, until she says she has to put me on hold and just check with her supervisor that she can authorize this order?????????????? She then comes back after some time saying that she cannot honor the order that I was just about to complete with her for another 2-year contract, that if I wanted all the included Services of the order SHE had built had built for me, then I would have be paying closer to 179.99???????????
I don't understand how a Customer Service Representative and seemingly Salesman of Verizon can lead on a customer for a number of hours, basically sealing a new 2-year contract sale and then right before finishing finally getting authorization? Extremely dissatisfied customer; Just another reason and problem to add to the list. I chose to write this here instead of speaking someone to over the phone because I did not wish to express my anger to someone who wasnt even apart of the problem. Is there anything you can do for me Verizon? The constant disappointments are getting tiresome.
TL;DR - Angry customer, mislead for a number of hours, probably gonna switch providers
