I AM NEVER RETURNING TO FIOS AND TELLING OTHERS TO STAY AWAY!!!
daveshouse1
Enthusiast - Level 3

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.

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19 Replies
daveshouse1
Enthusiast - Level 3

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!

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thetick1234
Specialist - Level 1

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

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daveshouse1
Enthusiast - Level 3

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.

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gs0b
Community Leader
Community Leader

@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
Enthusiast - Level 3

Well, I stand corrected about the billing agency. Collections looks like a common practice.


But as far as the other issues, I will wait for an actual support to contact me or reply to the thread . If they think they will wait for one of their shills to talk me down, they'll be waiting for a long time. 

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somegirl
Champion - Level 3

@daveshouse wrote:

Well, I stand corrected about the billing agency. Collections looks like a common practice.


But as far as the other issues, I will wait for an actual support to contact me or reply to the thread . If they think they will wait for one of their shills to talk me down, they'll be waiting for a long time. 


This is a peer-to-peer support forum. If you want to get a message to Verizon, you should contact them directly via one of the options on their Contact Us page.

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daveshouse1
Enthusiast - Level 3

Contact them directly? Sure where is the link to email them? Do you see it? I dont

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somegirl
Champion - Level 3

@daveshouse wrote:

Contact them directly? Sure where is the link to email them? Do you see it? I dont


Verizon only offers email support for a handful of issues. It seems billing issues are not among them.

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daveshouse1
Enthusiast - Level 3

EXACTLY my point! 

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daveshouse1
Enthusiast - Level 3

The fact that they defer people to community forums as a means of  "Support" and then you have to hear that Verizon support people don't actually reply to the forums?

Translation to customers: You are not worth talking to. We are such a huge company, we don't care about losing you. Now shut up and give us the ETF {please keep your posts courteous}!

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roaddogg1
Specialist - Level 1

A lot of companies don't have email support or if they do its very limited because it's not a secure way of doing business especially for billing. Why can't you just do business over the phone? Why must it be email?
There are other ways to contact Verizon online. dslreports.com in the Verizon Direct forum, Facebook, etc..

but of course billing must be over the phone.

The forums here exsist for other customers to help others as much as they can.

If you owe an ETF they arent going to waive it.

If you need to see a bill in paper form just call them and request one. The final bill is always mailed by paper form anyways, but anything before that can be easily requested.

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daveshouse1
Enthusiast - Level 3

Thanks for your reply but that isn't true. Most of the companies I deal with have email support for billing and all other issues. Phone and chat gets me nowhere. There is no reason why email should not be an effective means of communication. If it is done through a website form, then it's no different is chat so with all due respect, that is a bunch of malarky. So instead they defer you to post in post in public forums. Is that more secure? Especially Facebook. Really???

I did get a paper bill eventually.  And you are incorrect in saying that comes first, because it was only sent via email and app alert.

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roaddogg1
Specialist - Level 1

@daveshouse wrote:

I did get a paper bill eventually.  And you are incorrect in saying that comes first, because it was only sent via email and app alert.


Then you did not receive your final bill correctly.

Trust me the final bill always comes by snail mail. I cancelled my account 5 months ago....and yes I paid my ETF because its what I agreed to. I had 0 issues with it. The bill with the ETF and any credits did come by email, but another final bill of $0.00 was mailed out to me after the account was closed. What ends up on the final bill is determined by each individual account so yes I am correct in saying the final bill comes by mail. Customer support will say the same thing.

I ended up resigning with fios just 5 months later as they sent me an offer to come back that was better then what new customers receive and am very happy to be back.

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daveshouse
Newbie

{please keep it relevant}All I am trying to do is find a means of support ad a path of escalation to negotate my ETF. Why are customers treated so poorly here?

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tns2
Community Leader
Community Leader

THE FORUMS are for peers to help peers.  And no they don't do support via email.  Support channels are elsewhere.

Often your fellow peers, such as myself, can help on things like How do I do  .... .  But where you actually need Verizon to come out or correct billing, etc, you must go to them.  Main support is still old fashion Phone calls to 1-800-VERIZON.

roaddogg1
Specialist - Level 1

@daveshouse1 wrote:

{please keep it relevant}All I am trying to do is find a means of support ad a path of escalation to negotate my ETF. Why are customers treated so poorly here?


So if you sign a contract you think you can negotiate it? wow....

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jillsoffice
Newbie

don't blame you...run run as fast as you can!!

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daveshouse1
Enthusiast - Level 3

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?

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gs0b
Community Leader
Community Leader

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.