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I'm moving to a place with fios and i am very excited, but i've been having a little trouble. I like to keep track of customer service interactions so other people can monitor the situation and see for themselves how it goes. I will update the thread as i hear back. I did a similar thread with Microsoft over an xbox issue and it was resolved quickly and without much of a headache. i hope this goes the same, because i really want fios and if not i'm stuck with xfinity.

here is the email i sent to verizon fios which details my issues with ordering today:
Quote:
I am trying to order fios for my new apartment at xxxxxx. I am interested in the triple play with prime tv, 50/25 internet, and unlimited domestic phone for 89.99 with no contract, price guaranteed for 2 years. I was using the online sign-up method and I reached the credit check form where it said I owed $xx. I contacted verizon wireless to make sure i had a zero balance and they informed that i did. I have never had fios service so i contacted your phone sales who lead me through the entire sign up process then got stuck at the same screen. He put me through to credit services who ran a quick check on the amount and found it was an error that she resolved, giving me a ticket number of xxxxxxx. She said to call back over to fios sales and try signing up again and if i had an issue give them the ticket number. I called and after some information was given i was told i was being transferred, but instead my call was dropped. So i called back again, gave the same information and was told that the billing department was closed, when i told her that i had spoken to credit services and there was no bill she re-informed me that the billing department was closed and was unable to help me further. I went back online and found that the balance still showed, so i opened a chat window. While using a link allowing him to follow me through sign up i found that the rates of the services had increased by $10/month from the plan offered from your website. When i asked i was told to clear cookies and try again, which i did and the price remained $10/month too high. He said it was an error and i will have to try at a later date. I tried to just go through the online method of ordering again and to my surprise there was no owed amount, but now my credit was not passed as it had been before. I assume it's because i had it run probably 4-5 times consecutively while trying to troubleshoot. So now after 2+ hours of "customer service" i have no fios, no install date, and i am running out of options. I really want to sign up for fios, but i have had so many issues I may not be able to. Please help me sign up for the package i requested, at the amount you advertise, without taking several hours because of issues on your end. I have several friends and family members who have fios and take customer service very seriously. I don't want to have to tell them that i was unable to even sign up because of issues you caused and cannot fix.

the part about my family and friends is very true, but i'm rooting for verizon on this one.

i just cannot stand time wasted while talking to someone. Holds and long wait times aren't as bad as a person who cannot understand what you're telling them and giving you a canned answer that has nothing to do with your question. when i told the chat guy the story and said there was no balance and the ticket number to show that he informed me that i could pay the money anyway so that i could sign up for the fios. not to mention the third sales girl who after hearing the same information as everyone who had tried to help me basically cut off the call even though she and i were talking about two different things.

i tried fios chat a few weeks ago to get pricing. I gave my address and wrote "i would like pricing on x,y, and z" and added specific plans/speeds/packages. he gave me a price for x, and when i asked about the other package's pricing he said "i don't know what you're talking about." it's literally three lines above his response, so when i copied and pasted y and z and asked for the pricing he asked what my address was.

hopefully by monday all this will be done with and i'll have some silly fast (compared to my dsl anyway) internet.
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Gamer
(17 items)
 
  
CPUMotherboardGraphicsRAM
i7 3770K ASRock z77 Extreme4 EVGA GTX670FW Corsair 8GB Dominator Platinum 
Hard DriveHard DriveHard DriveOptical Drive
WD Green  Crucial M4 Seagate Barracuda Sony 20x DVDRW SATA 
CoolingOSMonitorMonitor
Corsair H100 Windows 7 HP 64-bit Asus VE247 Westinghouse L2220HW 
KeyboardPowerCaseMouse
Logitech 510 XFX XXX 650W Corsair 600T Logitech M400 
Mouse Pad
Rocketfish Reversible  
  hide details  
Reply