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I want to recount probably the worst customer service experience I have ever had with any organization. To put it in perspective, I spent the last 5 years working in a complex service department where I managed the New York office of a global unit. For that reason, I am typically very patient when it comes to dealing with customer service. I know how it feels.
I also have been an advocate for FIOS ever since my family was an early adopter. The actual service is great, and after being stuck with Time Warner Cable in NYC, I jumped at the opportunity to switch to FIOS. Ultimately, they provide a much better experience for TV and Internet across the board.
With that said, it was time to move to another NYC apartment, and I called in March to schedule the move. Having read that Verizon makes you sign a new contract (negating all initial signup discounts), I was already nervous. However, the person on the other line said I could transfer the same contract to the new billing address. This was fantastic news, as I wanted to continue with the exact same service I had at my previous apartment. He was also very personable and very helpful, and assured me that everything was in the system and ready to go. They also allowed me to take the equipment with me - something I was happy about because I had a full DVR that I did not want to lose. So far, so good.
About 1 week before the installation, I received a call from an agent to confirm the installation date. For whatever reason, my previous conversation must not have been logged in the system properly. Not a problem, as the agent mentioned that the date I had scheduled (4/26) was still open, so they kept me on schedule. The window was the entire day (which I found odd), but it didn't bother me. This was the date I was moving into my new apartment, so the time wasn't important. Oddly, this was the first time that I received a confirmation e-mail regarding my appointment.
Two days before (4/24), I received an e-mail with this introduction:
"Thank you for choosing Verizon Fios®, we are notifying you that due to a temporary work stoppage, we were unable to meet your installation appointment for Tuesday April 26, 2016."
This was due to the service strike. The problem with this strike isn't just the availability of workers to install FIOS at the new apartment, it's that their entire customer service operation has no escalation and no resources available to help any customer during this period. Here is the series of events since the cancellation of my appointment:
In summary, I switched to FIOS as soon as it was available in my previous apartment building because the offering is much better than Time Warner Cable, which I loathe. After being put through this fiasco, not only did I waste a ton of time, but I didn't even make any progress towards having any cable or internet in my home, or having any issue resolved. I didn't even get an idea of when it could be resolved, or talk to a single person who had any authority or idea of what was going on. I am now going to be switching to Time Warner Cable, because this is the type of service experience you don't forget, and it was bad enough that I'm willing to switch to a lesser offering for peace of mind. I'd rather have service interruptions than have no service - and I need service to actually operate within my field and my business. Waiting a month or longer with no sense of progression in sight is unacceptable.
The service workers have a right to strike, and it's a tough industry. They aren't the ones that failed here - and I don't blame the people I dealt with. They were simply provided NO resources to actually resolve any problem. My advice to Verizon is to pay up, because if this goes on for much longer, I won't be the only customer they lose.
Edit to my previous post: I completely forgot that through this process, I received a package at my new apartment the day I moved in. I had no idea what it could be.
When picking up the package, it was a box sent by Verizon to send my equipment back, even though I was already told I could bring it with me. Again, this adds to the mystery of whether or not I am still paying for anything and what I am paying for. At least now since I am canceling my service due to this awful situation, I now have the boxes to do so...
Probably an automatic send of a package to return equipment. Save it in case you do in fact have anything to return after your move is actually done.
That's exactly what it was. In case anybody is curious:
In the interim, I signed up for Time Warner. While FIOS has faster max Down/Up speeds for internet, in my building, it's limited to 75/75. TWC offers 300/300.
Now, I'm just hoping that everything was properly canceled, and I don't end up having to go through some fiasco to make sure I don't get continuously charged.