Verizon incompetent and unfair (new upgrade!?)

TMP · 10-17-2008, 05:30 PM

Quote:

Originally Posted by Shark2k

If I were you I would call back. I'm going to assume that you upgraded the bundle (might be what you had, but it was a new bundle). Anyway, from what I've read if you do not accept that agreement you will not be charged the bundled price you are expecting.

As for all this being confusing. The updated website nicely shows you what is in the Essentials vs Extreme package. While I admit Verizon poorly communicated this with customers, I don't think it is as bad as everyone is making it out to be. First off, we really need to remember that TV is not something that is essential to live, so if you don't like any of this (and I'm sure you would probably experience stuff like this with the other companies) you can always cancel and go OTA (over that air). I think the most confusing part of this whole thing is knowing who is going to be affected by what. I'm in NNJ and got all the new HD channels when NY did. As far as I can tell from various posts on DSLreports, I don't think I am going to be affected by this for a little while. I actually don't think the ExtremeHD package exists yet for NNJ or NY (might be certain parts of NY).

Basically it comes down to this. At some point everybody (and I'm going to assume NNJ & NY also) is going to need to switch over to either the Essentials or ExtremeHD package. If you want all those HD channels you are going to need to go to the ExtremeHD package and you'll get all current HD channels (once the addition is over). Now, something that you should be aware of is that any new HD additions after this (really depending on the size of the additions) can possibly fall under this same shenanigans. Really, with the amount of HD channels Verizon, did all of you really expect them to add all these channels with no price increase? I mean, Verizon does have to deal with contracts and costs for the use of these channels. It's not like the owners of Speed HD for example are just like, "Oh, hey Verizon, you wanna carry our HD channel? We'll just send it to you guys and not make you pay for it."

Sorry I just went on a little rant there, it's just that it gets to me how people always seem to forget that Verizon is a business intent on making money (which any business wants to do). It's the purpose of a business, to make money. And while Verizon might not have the best billing department or the CSR's don't know what they are talking about sometimes, I still think they are offering a pretty quality product and they are definitely offering a crapload more HD channels than Comcast or Cablevision (I looked recently for Comcast and they only had like 20 in my area). On top of all that, if you call up to change packages (always better than doing online) you can normally have it so that your monthly increase 5, 10 or 15 dollars, maybe even lower the monthly cost (as I have seem happen for some people).

Again, sorry about my rant, I just needed to get that out of my system.

-Shark2k

I understand where you are coming from Shark, and I must agree it is not as bad as people (myself included) have made it out to be. The thing that really ticks me off is the lack of communication between Verizon and its reps, as well as Verizon and its customers. We should have been made well aware of this via a phone call, e-mail, mailing, whatever and we were not. IMO this is bad customer service and bad business. I will agree that Fios has a great product, but its customers and reps deserve to know about billing changes and package offerings and not just get the channels shut off on us like they did in Mass and RI. We had the 15 new Hd's and then they turned them off with no warning.

Shark2k · 10-17-2008, 06:10 PM

Quote:

Originally Posted by TMP

I understand where you are coming from Shark, and I must agree it is not as bad as people (myself included) have made it out to be. The thing that really ticks me off is the lack of communication between Verizon and its reps, as well as Verizon and its customers. We should have been made well aware of this via a phone call, e-mail, mailing, whatever and we were not. IMO this is bad customer service and bad business. I will agree that Fios has a great product, but its customers and reps deserve to know about billing changes and package offerings and not just get the channels shut off on us like they did in Mass and RI. We had the 15 new Hd's and then they turned them off with no warning.

I definitely agree with this and will have to say that that is something Verizon does need to work out. It almost seems like they forgot the basics of business, where I'm sure keeping your customers happy (lack of communication in this instance) and keeping your employees informed (lack of communication again?) was probably mentioned.

-Shark2k

rkkeller · 10-18-2008, 06:25 AM

Is it only me getting the letters in the mail, online messages about some of these changes ? I get the "coming soon" letters in the mail, online mails and all that. I was even overnighted a 1 page letter about things recently. I remember this as I though it a waste to do that.

Just like when I had DirecTV and DirecTV's CSR roulette, if you dont hear what you like with Verizons CSR's or think the info is wrong, call back and speak to another CSR. Also check what you can under your account online.

Be polite, friendly and nice and you can sometimes get specials that others dont seem to get. I was still under contract and updated a few days ago to the triple package (essentials, extreme, 20/5) and got it for only $99 and the CSR was offering me everything including the kitchen sink for next to nothing. I know its basicially good sales tactics but still great deals.

TMP · 10-18-2008, 09:45 AM

Quote:

Originally Posted by rkkeller

Is it only me getting the letters in the mail, online messages about some of these changes ? I get the "coming soon" letters in the mail, online mails and all that. I was even overnighted a 1 page letter about things recently. I remember this as I though it a waste to do that.

Just like when I had DirecTV and DirecTV's CSR roulette, if you dont hear what you like with Verizons CSR's or think the info is wrong, call back and speak to another CSR. Also check what you can under your account online.

Be polite, friendly and nice and you can sometimes get specials that others dont seem to get. I was still under contract and updated a few days ago to the triple package (essentials, extreme, 20/5) and got it for only $99 and the CSR was offering me everything including the kitchen sink for next to nothing. I know its basicially good sales tactics but still great deals.

We were one of the first groups to get the second rollout in MA and RI and we got absolutely no info. To me that is poor customer service. While this is true about sales reps, it should not be that way. Everyone should have the same info and be properly trained. I was polite with many, but to be honest none of them in the first FEW days had a clue. They all had to get back to me. If Verizon big shots are going to do something that affects the reps being inundated with phone calls, they should at least keep the reps up to speed. This is bad business and poor planning on their part and it makes it seem like they are hiring incompetent workers when in actuality it is poor communication. They turned our channels off with absolutely NO WARNING. I would just like them to be more up front in that their sales staff should have a CLUE.

prisaz · 10-19-2008, 07:03 AM

Quote:

Originally Posted by robcharlus

What I find surprising is Verizon's confusion documented here and in other threads about the impacts on its customers from the HD upgrade. I am in the Washington, D.C. area, where we have not yet received the second round of additional HD channels, although they are noted as "coming soon" on the PDF channel lineup. I called Verizon several days ago to find out what my options were, and got conflicting answers. The questions being raised are obvious ones, and Verizon should have anticipated them. But many people report having trouble getting answers.

Yea their answers are bogus. I asked what about the September line up that showed all the HD channels in the movies package and it never arrived. Then they come out with a new October line up that shows the same channels comming soon. Looks like BS to me. I was told by a customer service rep that the online PDF was not an official line up. I asked if the one they sent me in the mail and matched the Sept pdf was official. The customer service rep just had a blank stair I could see though the phone. It looks to me they realized the cost to upgrade the HOs and then did the thinkable for Verizon. They went back on their promise and now want more money. The rumour has it Washingtom DC Metro will get the next phase about the Middle of November. I guess then right before the holidays they will try to cut us off of the HD tit, and squeeze us for more money.

prisaz · 10-19-2008, 07:07 AM

Quote:

Originally Posted by rkkeller

Is it only me getting the letters in the mail, online messages about some of these changes ? I get the "coming soon" letters in the mail, online mails and all that. I was even overnighted a 1 page letter about things recently. I remember this as I though it a waste to do that.

Just like when I had DirecTV and DirecTV's CSR roulette, if you dont hear what you like with Verizons CSR's or think the info is wrong, call back and speak to another CSR. Also check what you can under your account online.

Be polite, friendly and nice and you can sometimes get specials that others dont seem to get. I was still under contract and updated a few days ago to the triple package (essentials, extreme, 20/5) and got it for only $99 and the CSR was offering me everything including the kitchen sink for next to nothing. I know its basicially good sales tactics but still great deals.

Yea! How many times can one call back and be polite after being on hold for more then thirty minutes and getting BS for answers from reps that are clueless?

prisaz · 10-19-2008, 09:52 AM

Email to all of FIOS Media Relations Regarding HD Extreme

Email to all of FIOS Media Relations Regarding HD Extreme

Bob Walters · 10-20-2008, 06:57 AM

Folks,
As I stated in a previous post, here are the HD channels that I get to date!! Note this is the Premier package and I still have 1 more year left on my contract. I'll put these in a row to save space!!!!!!
502,504,505,507,509,511,513,550,551,552,553,567,56 8,569,570,572,573[ESPNU NOT on list they sent me!]574,576,577,583,585,588,.......590,591,592,597,598 NOT SUBSCRIBED.........600,602,617,618,619,620,621,622 ,625,,628,629,630,631,639,640,641,650,664,665,668, 669,670,680,681,685,699,711,740,744,746,750,751
No "Movie package" 840 thru 888
No "Premiums" 899 thru 931
VOD YES

prisaz · 10-20-2008, 04:54 PM

Quote:

Originally Posted by prisaz

Email to all of FIOS Media Relations Regarding HD Extreme

Email to all of FIOS Media Relations Regarding HD Extreme

Standard answer is no answer. Notice the topic was HD Extreme. I guess I should not have mentioned contracts. It gave them someting else to focus on.

Henson, Bobbi L. wrote:
> ,
>
> I'm sorry you're having problems with Verizon.
>
> If you could provide me with your address and Verizon phone number than
> I can look into the specifics about HD in your area, plus have a
> customer service rep help you out with the issues you've had with your
> contracts.
>
> Thanks very much,
>
> Bobbi
>
> Bobbi Henson
> Media Relations Director
> Verizon Communications

TMP · 10-20-2008, 05:56 PM

Bob you got a better deal... NY got the Extreme for the premier price. The cost of EXTREME in NY is $47.99...same as premier. The rest of us are $57.99... So you can't compare NY to the rest. They have the best deal as they got all their new stations rolled out at once. We do not get most of those stations in the premier like you do... How is that fair? It isn't but that is the way it is. We only got a limited # without signing up for Extreme. They rolled everyone over automatically in NY because it was the same price.

Bob Walters · 10-21-2008, 06:42 AM

TMP,
I'll probably get nailed for the extra $10.00 at the end of my contract in OCT 2009!!!!!

TMP · 10-21-2008, 05:44 PM

Quote:

Originally Posted by Bob Walters

TMP,
I'll probably get nailed for the extra $10.00 at the end of my contract in OCT 2009!!!!!

Of course you will.... You can't expect to go two years without a price increase for anything in this day and age. Obviously their main goal is making money, otherwise they wouldn't be in business.

ActionPoint · 10-23-2008, 06:09 PM

If I started to discuss the multitude of problems i've had with Verizon it would end up in a 10 page rant. As it is, i'll just say that Verizon is absolutely the worst company i've ever had to deal with. After 17+ hours on the phone with customer service in the last 2 months I firmly believe that the buck doesn't stop anywhere. There is no such thing as a supervisor, and there is no accountability or oversight.

juice421 · 10-24-2008, 02:39 PM

Quote:

Originally Posted by ActionPoint

If I started to discuss the multitude of problems i've had with Verizon it would end up in a 10 page rant. As it is, i'll just say that Verizon is absolutely the worst company i've ever had to deal with. After 17+ hours on the phone with customer service in the last 2 months I firmly believe that the buck doesn't stop anywhere. There is no such thing as a supervisor, and there is no accountability or oversight.

Amen, I couldn't agree more.

It blows my mind how bad they really are. It's so frustrating, It's like no one talks to anyone there and no one knows exactly what to do. I don't think they could be any worse if they tried.

Sometimes I wonder what upper management is thinking. Think of all the customers they failed to retain due to Verizon's incompetence. Do they not want to hold onto as many customers as possible? Do they like having the stigma as a total incompetent corporation?

Shark2k · 10-25-2008, 10:43 PM

Quote:

Originally Posted by juice421

Amen, I couldn't agree more.

It blows my mind how bad they really are. It's so frustrating, It's like no one talks to anyone there and no one knows exactly what to do. I don't think they could be any worse if they tried.

Sometimes I wonder what upper management is thinking. Think of all the customers they failed to retain due to Verizon's incompetence. Do they not want to hold onto as many customers as possible? Do they like having the stigma as a total incompetent corporation?

Funny, any time I need to call them I have problems with them. They are kind, understanding and helpful. They are always apologetic when I am having difficulties with the service and about the fact that I am having troubles with the service. They always try to fix the problem before getting off the phone with me and if they do not, they send it to somewhere higher and I almost always get a call back asking if it was resolved.

So I'm going to go the opposite side of you guys and say that Verizon is not the absolute worst company.

-Shark2k

10-18-2008, 06:25 AM	#18
rkkeller High Definition is the definition of life. Join Date: Jun 2007 Posts: 307	Is it only me getting the letters in the mail, online messages about some of these changes ? I get the "coming soon" letters in the mail, online mails and all that. I was even overnighted a 1 page letter about things recently. I remember this as I though it a waste to do that. Just like when I had DirecTV and DirecTV's CSR roulette, if you dont hear what you like with Verizons CSR's or think the info is wrong, call back and speak to another CSR. Also check what you can under your account online. Be polite, friendly and nice and you can sometimes get specials that others dont seem to get. I was still under contract and updated a few days ago to the triple package (essentials, extreme, 20/5) and got it for only $99 and the CSR was offering me everything including the kitchen sink for next to nothing. I know its basicially good sales tactics but still great deals. Last edited by rkkeller; 10-18-2008 at 06:28 AM.

10-19-2008, 09:52 AM	#22
prisaz Glasses off HD is SD! Join Date: Jun 2008 Location: Maryland / Metro Washington Posts: 127	Email to all of FIOS Media Relations Regarding HD Extreme Email to all of FIOS Media Relations Regarding HD Extreme

10-20-2008, 06:57 AM	#23
Bob Walters High Definition is the definition of life. Join Date: Feb 2006 Location: Bronxville, NY Posts: 173	Folks, As I stated in a previous post, here are the HD channels that I get to date!! Note this is the Premier package and I still have 1 more year left on my contract. I'll put these in a row to save space!!!!!! 502,504,505,507,509,511,513,550,551,552,553,567,56 8,569,570,572,573[ESPNU NOT on list they sent me!]574,576,577,583,585,588,.......590,591,592,597,598 NOT SUBSCRIBED.........600,602,617,618,619,620,621,622 ,625,,628,629,630,631,639,640,641,650,664,665,668, 669,670,680,681,685,699,711,740,744,746,750,751 No "Movie package" 840 thru 888 No "Premiums" 899 thru 931 VOD YES

10-20-2008, 05:56 PM	#25
TMP High Definition is the definition of life. Join Date: Jul 2008 Location: Cranston, RI Posts: 97	Bob you got a better deal... NY got the Extreme for the premier price. The cost of EXTREME in NY is $47.99...same as premier. The rest of us are $57.99... So you can't compare NY to the rest. They have the best deal as they got all their new stations rolled out at once. We do not get most of those stations in the premier like you do... How is that fair? It isn't but that is the way it is. We only got a limited # without signing up for Extreme. They rolled everyone over automatically in NY because it was the same price.

10-21-2008, 06:42 AM	#26
Bob Walters High Definition is the definition of life. Join Date: Feb 2006 Location: Bronxville, NY Posts: 173	TMP, I'll probably get nailed for the extra $10.00 at the end of my contract in OCT 2009!!!!!

10-23-2008, 06:09 PM	#28
ActionPoint High Definition is the definition of life. Join Date: Mar 2007 Location: Indiana Posts: 124	If I started to discuss the multitude of problems i've had with Verizon it would end up in a 10 page rant. As it is, i'll just say that Verizon is absolutely the worst company i've ever had to deal with. After 17+ hours on the phone with customer service in the last 2 months I firmly believe that the buck doesn't stop anywhere. There is no such thing as a supervisor, and there is no accountability or oversight.