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Monday, July 02, 2007

Rethinking Verizon FiOS TV Service

Not to long ago, I announced that I had signed up for the Verizon FiOS TV service after excellent performance, reliability, and service from the Verizon FiOS Internet. In addition, the free movie services being offered for the first 60 days is always a nice addition. And of course, lastly you have the opportunity to save a little more money by moving from Time Warner Cable (in my area) to the Verizon FiOS service.

However, today I am having second thoughts in regards to my choice. Interestingly, it is not because of the installation (that’s due to happen this Friday), but rather my experience with Verizon FiOS customer service. Let’s just say that I wasted a significant amount of my time holding for them and being transferred around.

To Verizon’s defense, apparently they were having phone system issues that was wreaking havoc on all the inbound callers on their system. However, they could have at least had an introductory message stating that they were having problems and enable to customer to make a more informed choice.

My story is that after having my call dropped a couple of times, I ended up getting queued for Billing (required to answer my questions) and proceed to wait 45 minutes on hold to get to someone. After reaching a representative I was told it was standard billing and they could not help me out. So, transfer to the FiOS folks and boom, my call was dropped again.

All I was interested in doing was two things. The first, upgrade tot the Home Media DVR from the standard with multi-room DVR capability and then also find out if I could narrow the installation time from the all day appointment.

I guess I will try again tomorrow……


Bill said...

My experience trying to contact FIOS Billing has been similar. The Verizon inbound phone system is an absolute abomination. Eventually I did reach a seemingly competent CSR who suggested that I, in the future:

1. Call 1-888-553-1555

2. Not respond to any of the prompts.

The number is supposed to be specifically a FIOS number and not responding to prompts is supposed to eventually route you through to FIOS Billing and Payments Dept. When I've tried responding to any of the prompts, I have always ended up in the wrong place. I have not tried this approach yet, and hope I don't have to.

The CSR acknowledged that they have had many complaints about their phone system and are supposedly "looking into it".