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Verizon is TERRIBLE!!!

Meaghan
Enthusiast - Level 1
‎06-03-2009 06:45 PM
I signed up for the verizon bundle last november and have had nothing but problems with them. At first we weren't getting two channels-Discover health and MSNBC. I called numerous time about this over the next few months, and even though they would reset the boxes, and even replaced the outside box, it was never fixed. I finally got very adamant with them that this has to get resolved in about February on 2009 and they came out once again and replaced the outside box and that did the trick. But even so, there are always issues with them. My remotes have an giant lag in response, service gets cut out-to which I was told "these things happen", and now it seems that fearnet isn't being updated. Every time I call i get a run around. They try resetting the boxes and then say that they will have to send someone out. I used the online chat help to figure out why the verizon version of fearnet wasn't getting updated while the comcast version is, and the guy told me that comcast doesn't carry fearnet anymore and that he didn't think that verizon ever did. This was after he conferred with his colleagues, because he had no idea what fearnet was. Its complete and utter **bleep**. You can never get any help. The cable service and customer service are a waste of time. I advise anyone reading this who is considering verizon to immediatley close the page and go to comcast!!
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KenAF
Specialist - Level 2
‎06-04-2009 06:32 AM
@Meaghan wrote:
I signed up for the verizon bundle last november and have had nothing but problems with them. At first we weren't getting two channels-Discover health and MSNBC. I called numerous time about this over the next few months, and even though they would reset the boxes, and even replaced the outside box, it was never fixed

Do you live in NY/NJ?  Verizon could not offer MSNBC in some areas, because Cablevision had an exclusive contract with that channel in parts of those states.   I do know that MSNBC wasn't available in some areas where it should have been, because the same video hub served those areas also served the area where Cablevision had an exclusive.  I don't know about Discovery Health.

 

Remote lag is a fairly common issue with all Motorola boxes, regardless of their provider.  You'll see that on Comcast too, if they use Motorola equipment.

 

As far as "fearnet," I'd never heard of that until I read your post.  It sounds like a VOD service.

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Meaghan
Enthusiast - Level 1
In response to KenAF
‎06-04-2009 07:05 AM

In response to your reply, I live in Pennsylvania. When we signed up, we got MSNBC and Discovery Health on 3 out of 4 boxes, so its not a problem with not getting the channels altogether.

The remote lag was different at different times. I would think that if I pressed channel up or down, I should get a response time of better than 30 seconds or not at all.

Fearnet is purely video on demand. But I would think that a verizon technical support agent would know that.

Honestly, nothing could assuage my anger right now. As  result of the lag, they had sent me a new box. After waiting an hour after plugging it in and getting no response, the online activation failed. Then I had to spend another hour on the phone getting this problem resolved. However, as a result, the other boxes cannot access DVR-ed programs. So, that is another call I will have to make.

BTW, I am on hold right now waiting to complain. This company is a complete and total joke.

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KenAF
Specialist - Level 2
In response to Meaghan
‎06-04-2009 09:38 AM
@Meaghan wrote:
 As  result of the lag, they had sent me a new box. After waiting an hour after plugging it in and getting no response, the online activation failed. Then I had to spend another hour on the phone getting this problem resolved. However, as a result, the other boxes cannot access DVR-ed programs. So, that is another call I will have to make.

Poor remote interference can also be caused by IR intereference from other devices.  Many newer LCD and plasma displays also have a light detection feature that works by emitting IR signals; this feature interferes with remote signals from many devices like the FiOS DVR.  If you own a LCD or plasma, you might check your TV menus for a setting called "light sensor," "day/night," or something similar.  Disabling that eliminates most of the FiOS remote response issues with those TVs.

 

No other provider currently offers multi-room viewing with their own STBs, so that's not a feature you would have if you left FiOS.  Hence, you would never have to call about that issue with another provider. 😉

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Reaper
Enthusiast - Level 3
‎06-04-2009 07:27 AM

I guess that FiOS TV isn't for everyone. For me though, FiOS is the best TV viewing experience that I have ever had. Their channels are crystal clear and their equipment is responsive.

All the programming that you mention is SD. For those of us who are HD enthusiasts, FiOS has the most HD channels and in the best quality.

As to Comcast, I would never go back to them. I would go with DirecTV or Dish Network (in that order).

I agree with you about one thing - Verizon's customer service sucks.

Good luck with cable.

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Meaghan
Enthusiast - Level 1
In response to Reaper
‎06-04-2009 08:03 AM
Well, I am glad that Verizon works for at least one person. However, my hatred rages on.....
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Barking_Pumpkin1
Enthusiast - Level 3
In response to Meaghan
‎06-04-2009 08:11 AM
{No personal comments, please}
Message Edited by KaLin on 06-04-2009 10:55 AM
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jmcohen231
Contributor - Level 3
In response to Meaghan
‎06-04-2009 10:05 AM

well, here's your solution Meaghan... switch to comcast.

keep in mind that each person's experience with each provider is different.  and I'm sure there are plenty of dissatisfied comcast folks out there.  there are also plenty of dissatisfied verizon folks too.  so as long you understand that you are just as likely to get the same poor quality of customer service from any other provider, then you'll never be disappointed.

I too, had some poor customer service experience with verizon, but after I got through, I just stuck with them soley b/c I'm saving $40/month compared to comcast.  that savings of $480/year is worth it so long as I can get over the issue.

I agree that verizon should own up to their mistakes and correct them in a reasonable time for you (and that you should not have to be put though so much mental anguish), but name me one company that this has never happend to?

my point is that this expereince is the risk you take when subscribing to a service.  you can either get your free local channels over the air and have nobody to complain to, or subscribe to a service with the understanding that you run a 5% chance of getting poor customer service.

Message Edited by jmcohen23 on 06-04-2009 01:05 PM
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Meaghan
Enthusiast - Level 1
In response to jmcohen231
‎06-05-2009 08:27 AM
I completely understand that no one company will provide 100% satisfactory service to everyone. I am just reporting my experiences and frustrations. In my experience, I have had about an 85% failure rate when dealing with Verizon. It would be a completely different matter if I could call them up, report a problem, and get said problem resolved. That is not the case at all however I get shuffled around from one person to another and never get a solution. I have even called multiple times about the same problem and have gotten different answers. Only once have I ever gotten a tech who did more than try to reset my boxes and then send out a field technician. Cable service is something that people pay quite a bit of money for. I am not even asking for stellar customer care. I just want average customer care. I would like more than the standard robotic "I apologize for that..." I want something to be done about it.
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Reaper
Enthusiast - Level 3
In response to Meaghan
‎06-05-2009 09:23 AM
Meaghan: Yes, I agree that their customer service is terrible. Fortunately I have rarely needed to contact them. I'm sorry that has not been the case for you.
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glyde23
Enthusiast - Level 3
In response to Meaghan
‎06-05-2009 11:18 AM
@Meaghan wrote:
I completely understand that no one company will provide 100% satisfactory service to everyone. I am just reporting my experiences and frustrations. In my experience, I have had about an 85% failure rate when dealing with Verizon. It would be a completely different matter if I could call them up, report a problem, and get said problem resolved. That is not the case at all however I get shuffled around from one person to another and never get a solution. I have even called multiple times about the same problem and have gotten different answers. Only once have I ever gotten a tech who did more than try to reset my boxes and then send out a field technician. Cable service is something that people pay quite a bit of money for. I am not even asking for stellar customer care. I just want average customer care. I would like more than the standard robotic "I apologize for that..." I want something to be done about it.

I agree, I cannot stand those, "I apologize for that...." garbage.  I don't want to hear apologies, I want to hear results!

when I had my disagreement with Verizon earlier this year (which is still somewhat of an ongoing issue), I called to complain about my complaints, and they directed me to their retention department where they offered me additional discounts and gift cards.  So at the very least, see if you can swing that for your troubles.  You won't know until you ask.

In any event Meaghan, I wish you all the best in resolving your issues, and you are right, since we are paying a steep price for this service, we should, at the very least, receive average servitude.

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Reaper
Enthusiast - Level 3
In response to Meaghan
‎06-04-2009 12:46 PM
@Meaghan wrote:
Well, I am glad that Verizon works for at least one person. However, my hatred rages on.....

Check out the FiOS reviews here. It looks to me like you're in the minority.

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jamieva
Contributor - Level 1
In response to Reaper
‎06-04-2009 01:18 PM
As much rage and anguish that Meaghan has with Fios, equates to the amount I had to Fios so we cancel each other out 🙂
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Meaghan
Enthusiast - Level 1
In response to Reaper
‎06-05-2009 08:19 AM
My complaints relate purely to the cable service.
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TheSanchez
Contributor - Level 2
‎06-05-2009 11:12 AM

Hello Meaghan,

I am sorry you have been getting the run around and conflicting answers when you called in.  If you like I would be happy to personally address any outstanding questions you have.  Just send me a PM. 

As far as FEARnet goes, yes they have not added any new titles in a little bit.  We generally recieve titles from them at the beginning of every month.  I confirmed with a representative from our VOD department down the hall that some new titles will be coming soon but could take another week or so before you see them. 

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