FIOS Complaint
Be afraid…. Be very afraid!
Verizon FIOS service is sub par on so many levels. Simply trying to place a request for support or on site service is an effort in frustration. The auto phone prompter for instance, is as poor a robot as you will find in dealing with large companies. Worse yet is this one is being used by a communications corporation. Naturally, you’d expect better. Right?
Neither will Verizon FIOS inform current customers about pricing changes for package programs. If there is some savings VERIZON offers, and you are already a customer, forget about being told of the savings.
I had to find out from friends…. NOT FROM VERIZON… then call VERIZON and request those prices be implemented in my account.
I’ve been dropped off line, and had to recall them as many as five times to remedy a minor issue. It’s really an ordeal. You are prompted over and over again to verify your personal info… then when/if you get to a rep, they ask all of it over again! It’s more than ridiculous
FIOS makes it incumbent upon the end user to under go this frustrating event at least twice IF you have had a service outage, just so you can receive the credit due you in the first place! You’ll have to call to report the outage… and THEN call billing to have them apply the credit a few days later!
If you are extremely lucky, only those two calls will be made… most folks aren’t lucky with VERIZON FIOS.
I guess they count on you not wishing to endure the thorn bush of tele prompts and redialing to secure your due credit.
Billing as well is not an easy path for solutions either. You’ll have to call repeatedly sometimes over the course of several months to ultimately attain your credit!
The sales people FIOS contracts out to also are ill informed. Consequently, the rates they quote and the bill you will receive usually do not coincide. Again, back into the FIOS phone zone… FOR WEEKS OR MONTHS ON END.
Like other posters here, it took me four months to be credited properly.
In billing issues ask immediately for the “Resolution Center rep”. They won’t offer this as a rule… you must ask.
FIOS does everything it can to make access for the customer to support billing, credits, and on site service as inordinate and frustrating, as is possible. Likely with the hopes you will just forget it and pay them.
FIOS too was fined several millions of dollars in Florida for overcharging, and misleading customers.
Now FIOS is running their own ads prior to commercial breaks on top of regular programming. You’re watching your show and all of a sudden FIOS just runs one of their ads and you miss several minutes of your intended show while the ad runs its course!
However, this practice isn’t done on the likewise HD channel. I noticed this while watching the NFL ch…. Flipping over to the HD VERSION of NFL ch. There was no such ad being run!
Additionally, they also frequently use the ploy of exceptionally increased volume on many of their own promos, and ads they sell. Use care when setting your volume control so as to not risk damage of your own speakers or TV!
I’m going to request a credit now for each day this happens. Everytime. If they feel it’s ok to interrupt programming for non emergency, self promotion, I’ll not pay for it too.
Their service is as well, moderate to poor in terms of technology levels. Do not expect informed answers to networking issues… even though they supply the wireless router which accommodates such an affair… AND URGE YOU TO DO JUST THAT!
They will however, for $200 SEND A REP OUT to configure it for you!
Be most attentive when ANY tech arrives and enters your home. One tech in my home damaged a very expensive piece of electronics by throwing the FIOS converter box on top of it to gain better access or more room. Just dropped it like you would a newspaper on the kitchen table!
Their latest ploy to add on upgrades and new business is flawed too. The rebates, package prices and upgrades pricing take forever to be put in place.
Everytime, and I do mean everytime, I’ve made ANY change to my level of service, up or downgrading, the ensuing billing recovery process was involved and extensive!
I JUST TURNED IN ONE SET TOP converter box to the local GTE Phone mart near me, and later received a bill for $250 for the now “missing” box! Also I was continually being billed for the box I had surrendered… and in spite of having retained the receipt!
BTW… adding or subtracting a converter box by having a tech come to your home is $25 for each visit.
Make no changes to your service level, is the best suggestion I can provide.
If you have other choices than VERIZON FIOS for TV, phone, and ISP, and they don’t suck… are customer friendly, and don’t outright lie to you…. Choose them. Forget verizon fios…. Use ONLY as a last resort…. And pray thereafter things go well with the installation and billing.
The quality of the transmission is NOT worth the extensive frustration, and time you’ll waste trying to get back that which is your’s to begin with!
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