Fios purgatory

Sankofa · Post by **Sankofa** » Thu Jun 21, 2007 10:12 am

As I will be moving, I recently called about having my Fios service switched over to my new address. I was told the service would switch over on June 30th during 1-5pm. Within a half hour of my getting off the phone, our Fios was down. As I was at work, my fiance (Jenn Nickell) called and was given the runaround for 3 1/2 hours until someone told her she wasn't on the account. After said 3 1/2 hours, service was in operation.

I called Verizon to put her name on the account and ask why I'd gotten a confirmation e-mail about my installation/transfer for July 5th instead of the agreed upon June 30th. The CS rep was quite helpful, put Jenn on the account and-after some searching-was able to clear the erroneous July 5th appointment.

I was ready to let this all go until just now getting a call from Jenn. She got a call from Verizon explaining that the installation had been expedited to June 25th and, as she wasn't on the account, there was nothing she could do about it. As she was contacted, I don't see how it's possible she is not listed on the account.

I have had no problem with Fios until now and it appears the problems were piling up to be unleashed at this time. I am writing this letter to express my extreme dissatisfaction with the lack of service I'd expect from a lesser company. Verizon has now wasted near 4 hours of time on something so simple as a transfer (changing the agreed upon date twice now) and I would like to know why this is such a problem?

To say I am upset is an understatement. As noted, I've had no problem with Verizon service until now and would appreciate at least an explanation as to this ridiculousness.

Thanks for your time,

Stephen Eric Bryden

To add salt to the wound, I just spent five minutes trying to navigate their voicemail system in search of a real person only to be hung up on.

deek · Post by **deek** » Thu Jun 21, 2007 10:26 am

Frustrating...I can imagine...

But, it is a call center, and in any company's defense, service is all related to the person you get, and so far, you seem to have gotten a few duds...I certainly would recommend writing a formal complaint to Verizon once this is all sorted out.

Oliver's Army · Post by **Oliver's Army** » Thu Jun 21, 2007 10:34 am

I will respond to this thread sometime next week between 8-10a, 10-12a, 1-3p, or 3-5p.

Please be available during these times. If you are not available I will need to re-schedule my reply at my convenience.

Jambrea · Post by **Jambrea** » Thu Jun 21, 2007 10:46 am

Oliver's Army wrote:I will respond to this thread sometime next week between 8-10a, 10-12a, 1-3p, or 3-5p.
Please be available during these times. If you are not available I will need to re-schedule my reply at my convenience.

Post by **cwallace** » Thu Jun 21, 2007 12:11 pm

I can give you the SHORT of it...but first I would like to offer a trade for THAT in exchange for my 14 hour (on the phone) and 3 day ordeal getting FIOS residential converted to FIOS business a few months back..

The big problem is that the FIOS support team was JUST created...literally the same day my ordeal started. They had a lot of poor planning and actually put outside techs inside to answer phones because they had NO ability to quickly train a bunch of people off the streets.

Verizon has launched the entire FIOS thing much quicker than they were prepared for...

Not to defend Verizon...one of the most hated companies in America and possibly the world...BUT...that is at least an explanation as to why this happened.

They gave me instant confirmation of due date and showed up to my house 8 days early and without paperwork or a real circuit switch...

Call them and request a little compensation for your problems...

They still suck...heh...but you will much enjoy some of the new stuff coming with FIOS in the coming months...

Chris

The_Dude · Post by **The_Dude** » Thu Jun 21, 2007 12:52 pm

Until they introduce an interactive handjob offer with the FiOS package, I have no desire to have it.

deek · Post by **deek** » Thu Jun 21, 2007 1:11 pm

The_Dude wrote:Until they introduce an interactive handjob offer with the FiOS package, I have no desire to have it.

I think that is in the 2009 Summer Package.

Sankofa · Post by **Sankofa** » Thu Jun 21, 2007 1:52 pm

cwallace wrote:Call them and request a little compensation for your problems...

That's my next phase.