Poor Customer Service

Recently we moved back to Verizon Fios. It has been a nightmare.
Every time we called trying to reestablish service we got another person, and another price. The idea that we had high speed internet seemed impossible for them to understand and they repeatedly quotes us prices that charged us double for the internet. This went on for almost one week. It took someone from Corporate to finally straighten it out.
Installation actually went smoothly, because we did it ourselves, but then it didn't work.  Yep, after we got our boxes Fios didn't work.That took more hours, and I do mean hours, on the phone. Finally a service man came and turned Fios on from the street, but why couldn't anyone figure this out without hours and hours on the phone trying to straighten this out.
Then we had channels that didn't work, neither did the DVR, we couldn't watch On Demand. That took more HOURS to fix. And THEN, yes there is more, the DVR in the bedroom didn't work right. Despite the fact that we had contracted to be able to watch our recorded shows in the bedroom, it ws never added to our service. It can be fixed it, but it will cost more money. And again, it meant more hours on the phone trying to get this straightened out.

Your customer service is terrible.  It should not take hours and hours and hours to fix these minor problems. And you should change our service to enable our 2nd DVR to run properly without charging us. And you owe us many apologies and anything else you can think of before we walk away and go to Comcast.

In this age of streaming, your customer service needs to be better, more responsive and better trained. And you all need to have the same answers, instead of multiple, incorrect answers to the same problem. 

We are very unhappy with Fios and are thinking of switching to Comcast.
You should also know that I've posted this negative review on social media.

1 Reply
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