Before I begin, let me say that I work in customer service, am a loyal customer (or masochist in this case) and have been with Verizon Wireless for over 12 years and FIOS for at least 5 or so. Now to the point – I cannot believe how many times and the caliber of screw-ups FIOS has made with my account and services over the years. And the pinnacle was my set-top box burning out last Thursday and losing all of my DVR recordings and being sent a dirty, grimy replacement with somebody else's information and recordings still present. When the box burnt out and I called FIOS support, I simply asked them to send my account to a supervisor for a full review and I requested to be called back – but that hasn't happened.

I'm not going to explain every detail about every problem, but over the years here is a few highlights. I moved in 2013 and had set a schedule to have my cable turned off. Except Verizon turned it off weeks ahead of time (I even had the confirmation with correct date) and then could not reactivate it until I moved as apparently this was somehow impossible… So their solution was to create some new account for me, which did give me service back. While they said everything would be reconciled after I moved, I somehow ended up with 2 accounts, although I only ever received bill for one. They actually sent collection agency after me for months and just couldn't understand what the problem is when I would call them about the issue…

Then, when I finally resolved that issue, my lineup got all screwed up and that took months to resolve. My On Demand stopped working and that took months to fix. There's so much more. I'm hoping an exec in CS will review my entire account history. Although I bet their CS CRM won't show some of the issues as they were probably attached to that stupid extra account they had created for me for whatever reason. It's so bad at this point I feel like their CS must think I'm crazy or insane when I call. Anyhow, I'm going to cancel most likely although I would still like a call from them…

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