I’ve chose to openly port about my worries with Verizon Fios since the scenario has simply gotten so absurd that I'd to talk about.
Therefore The history towards the tale is the fact that I bought a house in Northern Virginia. The regular property owners affiliation charge using the neighborhood contains Verizon Fios Television, in addition to web. This comes at a price obviously, whilst the HOA payment is greater than standard. The moment I realized I had been likely to obtain the house without a doubt, I named Verizon to obtain anything setup and so I might make sure to possess web from the period I shifted in.
I then found out there's a unique quantity to contact that straight addresses HOA Verizon. It was in regards to a week 5 before my transfer-in day. I contact to create points up, and that I offer particularly with one consultant (who I’ve been coping with since because it appears to be a little office). After determining precisely what I want, I discover the purchase can't really be prepared before prior homeowners contact to prevent their support.
At this time, I contact the vendors broker to possess her speak with the homeowners and setup an end day for that Fios service. She returned in my experience immediately and stated anything was great. I contact Verizon back-up to setup my support, and also the repetition informs me that I really can’t setup my service before prior homeowners service has really ceased. They setup to prevent their support on my final evening (a Friday) given that they were in your home as much as the night time before.
The truth that Verizon can’t setup an order with no prior support really ceased is fairly absurd. T doesn’t permit any flexibility, like in my own situation. But okay, not the finish of the planet, I’ll ask Friday morning and obtain anything setup for that weekend for installation. Friday morning comes around, I talk to the exact same repetition. Support has ceased, however it will require twenty four hours to procedure, and because they’re shut about the weekend, I’ll need to wait until Friday. Okay, that hurts, but again, clear condition.
Friday comes around, which is where the madness truly starts to starts. I contact to setup support, but I’m informed that it CAn't be completed since anything occurred within the program and our purchase isn't “flowing” through correctly…Ok…They inform me they’re focusing on it, and certainly will I would like to understand when it's been solved and so I could possibly get everything setup.
I call every single day to get a week, I still obtain the same justification. The prior homeowners purchase isn't cleaning out properly, that will be not permitting my order to flow-through the machine properly. They've posted a solution for their IT group, which was virtually the one thing they might do. They outlined the solution and also the purchase as immediate, and from the management-level demand.
The truth that it will take per week for an IT group in a multiple-billion-dollar organization over per week to determine just how to clear an order out-of something is crazy. I actually described the concept, why don't you simply stop our purchase, place a brand new one in, and perhaps it'll perform. The repetition informs me that'll not do something since the issue lies using the past homeowners support.
Week 2 comes through, and I’m just starting to become livid. There's however no improvement, and every single day it’s the exact same justification. IT group is taking a look at, it's been already informed to administrators, and there’s nothing that may be completed but to hold back. I'm totally helpless. I’m linked into Verizon due to my HOA, and also the HOA doesn’t pay cash easily chose to get DirectTV or Comcast or anything. Therefore even when I don’t use Verizon, I'll nevertheless purchase it.
From The end of week 2, a buddy that realized someone who worked for Verizon have been informed concerning the scenario to determine if he might do something, and that I had also approached the HOA. The HOA offered me the contact for their IT individual who ought to be ready to work well with Verizon to obtain this solved easily. I e mailed him the problem, and that I obtain a reaction stating he’ll contact them-and focus on it. Therefore I’m looking to get this case solved from 3 different perspectives today.
Amazingly enough, 24 hours later I obtain a phone from Verizon stating the Television area of the support continues to be set, however the information component continues to be not moving correctly. They're attempting to solve this, and she’s assured they'll accomplish that by that evening. She kept mentioning March 14th aswell (that was about 4 nights absent). That evening I contact since I hadn’t noticed something back, she claims they weren’t in a position to repair it however, keep waiting.
Sunday arrives, and that I get an EMAIL (recall, I don’t have web setup yet) stating the mount day is on July 14th, however the period hasn’t been selected yet. Okay, amazing, they thought it out within the weekend, and lastly on Wednesday I’ll have anything setup. Therefore Mon pops up, and that I contact Verizon. Hello guys, I acquired an email having a Wednesday deploy day, but there’s no time, are you able to inform me when they’ll come and so I may come home from work on that time? The repetition claims they'll contact me later that evening with that data. I eventually obtain a phone at around 7:30pm informing me they really haven’t determined the information component simply however, so there's no deploy time, however they were really assured they'll have it operating that evening or by morning…so simply call-back each morning and obtain the time.
Day comes, and that I contact my typical repetition. You know what? Information nevertheless no longer working, purchase not “flowing” precisely. They suggested her to stop the purchase, and resubmit it…wait, didn’t I would recommend that 14 days before, plus they explained it wouldn’t do something? Anyhow, she claimed they ought to have issues all set tomorrow or even the evening after (Friday or Friday). The demand is in at an executive-level today. Excellent.
Friday comes around, nevertheless haven’t noticed something from Verizon. I contact them, same tale as before, solution continues to be in WITHIT, she wished placing the executive-level on it'd make a move, but it hadn’t.
It's now been 3 months, since I have shifted in, and over per month since I have initially named. I've no web or Television in my own house, and that I are in possession of the notion that Verizon comes with an IT group high in retards who require more than 3 months to determine just how to repair an ordering glitch. The insane component is the fact that my representative informs me it has occurred several times previously since something update was created a couple of months back. Those individuals have really been solved, you’d believe perhaps they might make use of the same quality to possibly repair my purchase or repair their program.
How can this type of large organization with a lot of assets have a lot of issues with what you will speculate was quite a small problem? I hope I completely realized. I needed to consult with the IT people, but my repetition wouldn’t let me achieve this.
Just how much longer may this proceed? Maybe you have had an identical encounter with Verizon such as this? When you have any connections or any recommendations to obtaining this solved, please don’t wait to allow me to understand. Meanwhile, I’ll maintain my hands crossed every single day, and I’ll make sure to revise this article using the newest.
Update Tuesday 10/21/08 (Day 25):
I obtained an email from the Verizon repetition within the client advocacy team for Verizon Improved Towns. She stated the problem have been increased to her today (I'd suppose in the HOA contact I'd gotten, but might have been in the buddy of the buddy Verizon worker).
Good day Mr. Pitlyuk,
Your problem with obtaining Verizon Fios support mounted was simply increased in my experience today. I needed to the touch bottom along with you and inform you that I'm examining in to the problem. I totally accept you that waiting per month for support is undesirable. I'm studying to obtain the issue and proper the moment possible. I'll keep you updated using the improvement of one's installation.
When you have any extra concerns or issues please feel liberated to contact me.
Atleast it’s some kind of optimistic improvement. I really hope to listen to some improvements soon.
Update Friday 10/24/08 (Day 28):
On Wednesday, I had been ultimately informed that Friday 10/24 I'd ultimately have installment which all problems were solved. I had been guaranteed that there could be 100% possibility that I'd get installation.
Thus Friday around midday, I contact Verizon verify we’re however on for anything. Everything still great.
Then Friday evening around 7:15pm I get a phone from the Verizon callcenter. Friend, there's an issue using the purchase. There is evidently identical orders, and since it was too late within the evening, they couldn’t clear among the orders, therefore it never really is out to mail. Consequently I'd not get installment on Friday as prepared. After attempting a lot of issues and shouting in the bad man for around an hour or so, I quit. No installment on Friday, all over again because of some purchase issue within the program.
Then about 9:30am on Friday I obtain a phone from Verizon. Friend, the technology ought to be coming within the next time. Huh? Oh final night…that wasn’t the HOA Verizon, so that they got confused about anything, we’re however great. Actually, because you curently have the modem in the home, you are able to currently connect with the web. Whoa. This whole period the web might have simply been allowed! Incredible.
Anyway, the technology arrives. Niceguy, and was useful in finding everything setup. Till we switch on it and discover that none of this program info or DVR application performance works. Technology dates back to his vehicle, and it is about the telephone for around half an hour. Returns in and claims the purchases are all messed up, anything about them placing the purchase in whilst the prior owners title and never mine, they're repairing it, will require another time. Another time moves, and he returns in and claims that they're still focusing on it, they'll repair it on the finish and it'll simply begin working about the Television. It’s today about 10 hours later, nevertheless doesn’t function.
Then we visited trigger the web bill. Verizon’s programs are down. I've to keep attempting to do that during the day, ideally it'll be back. 10 hours later I still understand this mistake:
Program Mistake
Because Of complex issues, we're not able to approach your demand at the moment. Please try again later.
Mistake Code: 303101
Verizon’s whole purchasing program and anything else behind I've simply no religion in. Hopefully these last small issues can get solved quickly, but atleast I've web today, that will be what I cared most about.
Please share your horror tales within the remarks.
Update Monday 10/27/08 (Day 31):
I had been pleased to atleast have web about the Friday above…Unfortunately I awaken Sunday morning…internet isn't functioning. Oh, as well as the plan info on it however doesn’t function.
I provide Verizon a phone, plus they aren’t in a position to draw my purchase up. Our name or telephone number doesn’t function. The repetition ultimately has the capacity to think it is, the consideration is under some arbitrary title, having a copy name of the prior homeowners! IS IT FEASIBLE FOR VERIZON TO OBTAIN ANYTHING FIXED WITHIN THEIR SYSTEMS CURRENTLY? Does it truly dominate per month to repair this, plus they still botch it? Anyhow, we here is another couple issues, and discovered a yellow-light about the modem. Verizon informs me this implies the modem is poor, that will be also why this program data isn't turning up about the TV’s. The first they might obtain a technology out is Thursday. They couldn’t get someone out quicker. I waited per month to obtain support with continuous reasons of purchase problems, and also the web works for around 8 hours before no longer working currently. Today it’s nearly another week before I will hopefully have it fixed…which I’m not too comfortable about.
More improvements in the future I suppose. Ideally one which claims anything ultimately works.
Update Tuesday 10/28/08 (Day 32):
It had been lastly Mon recently and so I delivered an email towards the Verizon contact I had been talking to earlier fundamentally detailing why my scenario was however absurd. I also occurred to CC Consumerist, my HOA neighborhood contact, along with a couple of folks from Verizon’s press/PR division (Eric Rabe, Bobbi Henson, Clifford Lee, and Louise Wilner) wishing that someone might make a move (sorry for that poor grammar, but I had been simply shouting out rapidly and delivered this).
Brief version is just a technology ultimately arrived on Friday. The consideration wasn't in my own title, it had been below someone else’s name (some Sarah Lee or anything), in addition to the prior owners name (Michelle Taylor). None of this program information on the TV’s were working, he quit informing me that it'd be set on Verizon’s finish and begin working.
Sunday morning I awaken, internet doesn’t function. Television still has nothing plan information on it. I contact, they aren’t in a position to discover my data since nothing is my title since the purchases continue to be all messed up. They state the modem is poor, and they'll have someone on Friday. I’ve already waited per month of continuous reasons, problems, and purchase mess-UPS. Is Thursday significantly the first someone might emerge and repair this? May I please feel just like Verizon does anything about solving this and provide me only a little concern? I’ve currently lost possibly countless hours of my time taken between looking to get improvements, being on-hold, detailing this tale one hundred occasions to various technicians, coping with various divisions, looking to get aid from various areas of Verizon, etc.
Could someone please step-up, repair whichever order/consideration problems you will find within the program, and obtain me the fios support immediately?
Please don't wait to contact me and examine if required. XXX-XXX-XXXX.
I received responses afterwards within the evening in the Verizon contact and HOA informing me they're sorry, and certainly will advance this to get someone in the future out and repair anything asap. Excellent, someone does anything.
Actually, not too good. 3:04pm the next evening, I haven’t gotten any kind of follow-up. I e mailed them to get a standing. No reply.
So today it’s 7:53pm and I’m ultimately speaking with a Verizon repetition that required 28 units on-hold to make the journey to through their primary Fios quantity. Atleast I’ve established that there's a scheduled appointment nevertheless tomorrow to get a technology in the future by and hopefully resolve anything. That's till they call-in one hour to inform me there’s an issue within the program plus they can’t come…at minimum I wouldn’t be amazed if that occurs.
Update Wednesday 10/29/08 (Day 33):
A technology arrived today, so when we visited consider the modem, the lighting which used to become orange was now inexperienced. That’s humorous, since the technology about the telephone after I named assistance explained when the lighting was orange then your modem is poor. I contended with him to get a small saying that didn’t create any feeling, but he explained which was the situation. Once the technology came, he explained all he did was reset the Verizon box…that’s all which was required to help make the web work…they might have completed that on Sunday and nothing needed to be along for 5 additional times.
Concerning The Television plan data no longer working, the technology discovered that it had been since the movie purchase was really completed through the prior homeowner. The particular purchase I created was still pending. Given that they were individual purchases, nothing was speaking precisely therefore the manual wasn’t operating.
I had been told this likewise a week ago aswell, but still nothing was completed about this. I’m informed that it'll be set from the end-of nowadays, so we’ll notice.
All I understand is the fact that at this time, my web is down again. May this actually work?
Update Thursday 10/30/08 (Day 34):
I got house, and my web was actually down again…with the yellow-light about the modem. I contact the Encore team, the folks the technology that arrived each morning explained to call…They do not know what I’m referring to, and don’t manage this material.
I called my HOA team to confirm they don’t do support…nope they simply consider fresh purchases, please contact another quantity. And so I contact another quantity, and again, it requires me half an hour on-hold before I will consult with someone. They again can't locate something that links my info to my purchase. I've them contact the HOA quantity to discover my account data, plus they access it the telephone. I re explain the problem again, for that 100th period, and he or she claims there's nothing they are able to do this evening. Contact this unique quantity each morning and function it out together to obtain the problem for their “war room”.
I contact the amount at 8am today, they can’t discover my data as normal. They inform me they've no idea who it had been I spoken to recently (despite the fact that she stated they'd understand), plus they don’t actually manage Fios.
I contact the HOA point again, and ask together. “I know you don’t do tech-support, but please I put an order through this division, nothing is operating, it's been over per month, are you able to make a move. I’ve been playing around in groups and nobody might help me.” the individual I talked to investigated anything more, and appears to determine what the issue on Verizon’s finish is. The very first person to really appear to realize why nothing is operating. Therefore she posted it for their “war room”, and it is upgrading me during the day on any improvements. She’s showing me she believes I’ll have issues ready to go today or tomorrow.
I’m essentially prepared to cry today, but there might be gentle at the conclusion of the canal. It just required about 10 hours of my time about the telephone, 2 times house from function, and over per month of time. Crossing my hands all over again.
Update Friday 10/31/08 (Day 35):
No real surprise improvements today, a later date of the exact same BS. I obtain a call-back in the above individual I’ve been coping with (Barbara Bell), informing me the problem was the initial people didn't real close the support in the past owners. They needed care of the, and actually when it advances in to the program, it'll instantly place mine in and anything will begin functioning.
Then around 3:30, I get a phone from mail saying they've a technology visiting the home to repair the movie area of the purchase. I had been confused, Barbara explained that anything might simply begin working. I thought like there have been two individual tales happening, and so I requested the mail woman to contact Barbara and guarantee they're on the exact same site before I spend my group by making function and possibly spend a tech’s period visiting my home.
Mail calls back and claims that Barbara decided to deliver the technology out. Okay. I get home and delay. The technology comes, moves downstairs, discusses the yellow-light about the modem, and becomes if you ask me stating “this won’t work”. Ahhh, obviously not. He explained the purchase ran through the machine, but about the last action there have been mistakes, therefore it didn’t really undergo completely. He dates back and forth between your home and vehicle several times, and also the last period he simply claims “I do not know how to proceed, your purchases are simply totally jacked up”. Obviously they're, they just explained about the telephone that anything have been solved. Evidently people have been purchasing and eliminating and purchasing and eliminating and altering titles, etc that anything was only a large mess.
And So I can get on the telephone using the HOA Verizon team, who can’t do something since everyone is property. Despite the fact that they're available until 8pm, they evidently can’t really do something. The technology was simply astonished at how absurd the problem was. Therefore after being about the telephone for another 45 units of having nowhere, I simply informed the repetition I'd contact Barbara each morning because she explained to. I contact her around 9am, she’s about the point with someone else and certainly will contact me straight back the moment she’s down. It’s over one hour later, nevertheless no-call back yet.
I can’t wait to determine what goes on nowadays.
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