http://www.engadgethd.com/2008/03/28/fios-tv-service-is-great-verizon-customer-service-not-so-muc/ Engadget HD Comments for FiOS TV service is great, Verizon customer service -- not so much http://www.engadgethd.com/media/feedlogo.gif http://www.engadgethd.com en-us Copyright 2009 Weblogs, Inc. The contents of this feed are available for non-commercial use only. Blogsmith http://www.blogsmith.com/http://www.engadgethd.com/2008/03/28/fios-tv-service-is-great-verizon-customer-service-not-so-muc/http://www.engadgethd.com/2008/03/28/fios-tv-service-is-great-verizon-customer-service-not-so-muc/
But then, we've only had to call them once in over a year, so...]]>Mar 28th 2008 9:51PMhttp://www.engadgethd.com/2008/03/28/fios-tv-service-is-great-verizon-customer-service-not-so-muc/http://www.engadgethd.com/2008/03/28/fios-tv-service-is-great-verizon-customer-service-not-so-muc/
When the service was new, customer assistance was answered by a human on two rings. Now they're in Comcast or AT&T league with voice mail hell and long waits.
We recently had the OEM router buy the farm. Called Verizon and was told "your on your own". "Go to Besy Buy and get a DLINK model XXX". Too bad that model was discontinued a year ago. Three calls later, we are back in gear with no help from them. While he service has declined, we wouldn't think of having anything else. FIOS is crack baby. If you can get it, your crazy not to have it.]]>Mar 28th 2008 10:19PMhttp://www.engadgethd.com/2008/03/28/fios-tv-service-is-great-verizon-customer-service-not-so-muc/http://www.engadgethd.com/2008/03/28/fios-tv-service-is-great-verizon-customer-service-not-so-muc/Mar 28th 2008 11:01PMhttp://www.engadgethd.com/2008/03/28/fios-tv-service-is-great-verizon-customer-service-not-so-muc/http://www.engadgethd.com/2008/03/28/fios-tv-service-is-great-verizon-customer-service-not-so-muc/Mar 29th 2008 12:10AMhttp://www.engadgethd.com/2008/03/28/fios-tv-service-is-great-verizon-customer-service-not-so-muc/http://www.engadgethd.com/2008/03/28/fios-tv-service-is-great-verizon-customer-service-not-so-muc/
And to Chesnu1, you don't want it. Trust me. You'd be better off with an analog antenna than Verizon.
Verizon is an all around terrible company. I hate their service. Hate their cell phone service as well. TERRIBLE TERRIBLE TERRIBLE. Stick with your local cable company, or even satellite. Just stay away from verizon.


]]>Mar 29th 2008 1:03AMhttp://www.engadgethd.com/2008/03/28/fios-tv-service-is-great-verizon-customer-service-not-so-muc/http://www.engadgethd.com/2008/03/28/fios-tv-service-is-great-verizon-customer-service-not-so-muc/Now I get FIOS (yeah I'm glutten for punishment, but at least I was smart enough not to sign a contract) last year and it could not have been a bigger disaster. From the 3 months it took to just hook it up to the 3 months it is still taking just to cancel it and everything in between. I won't bore you with all the details, just trust me it was horrible.
And I didn't think the service was all that great. At least their wireless side has a great product to go with their inept employees and retched customer service. The FIOS TV service was no better than my Cox Cable before it and can't hold a candle to my Dish service now.
So I don't get Engadget's love affair with FIOS. but I warn you all to stay far far away and whatever you do don't sign up for the internet so you can choose not to have a contract.]]>Apr 2nd 2008 12:25AMhttp://www.engadgethd.com/2008/03/28/fios-tv-service-is-great-verizon-customer-service-not-so-muc/http://www.engadgethd.com/2008/03/28/fios-tv-service-is-great-verizon-customer-service-not-so-muc/Mar 29th 2008 1:05AMhttp://www.engadgethd.com/2008/03/28/fios-tv-service-is-great-verizon-customer-service-not-so-muc/http://www.engadgethd.com/2008/03/28/fios-tv-service-is-great-verizon-customer-service-not-so-muc/
Their old DVR software was respectable, while ugly. Their new DVR software Sucks Chunks, but is prettier. I had to switch to TivoHD service, and I was no super fanatic for Tivo before.

I'm just waiting for DirecTV to that $199 HD-DVR fee to $0, and I'm gone.

-h

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all this with the original thinking that'd it's be nice to have my VZW, internet and tv on one bill. one can dream]]>Mar 29th 2008 1:50PMhttp://www.engadgethd.com/2008/03/28/fios-tv-service-is-great-verizon-customer-service-not-so-muc/http://www.engadgethd.com/2008/03/28/fios-tv-service-is-great-verizon-customer-service-not-so-muc/
Now, I have 4 CableCARDs for a TiVo Series 3 and TiVo HD. The CableCARDs, in random numbers, keep "deactivating". First it was 1, then all 4, then 2, now 3. I don't know what to expect next, but I keep calling them, and they keep escalating the issue to their offline "Video Group" that probably knows my account by heart. Of course, while they take their precious time, I keep missing my programming, and have to crowd around a 26" TV in our home office in order to actually watch dependable TV.

I've threatened to switch to Comcast, but this is one of the few Comcast markets left I guess that actually has fewer HD channels than FiOS, and I'd be losing two of my favourites: Discovery HD and Food HD.

I've also threatened to jump to DirecTV, but can't really imagine actually giving up my TiVos for a generic STB.

I can definitely say that their customer service does try, but can be trained way better than they presently are. Many I speak to have no clue about CableCARDs, and immediately try to upsell a DVR to me, which I don't want. I also cannot stand the IVR system. I finally got a direct line out of one of the reps.

I definitely think YMMV with FiOS service, but I can say that my annoyance with the service isn't made better by their people.]]>Mar 29th 2008 1:53PMhttp://www.engadgethd.com/2008/03/28/fios-tv-service-is-great-verizon-customer-service-not-so-muc/http://www.engadgethd.com/2008/03/28/fios-tv-service-is-great-verizon-customer-service-not-so-muc/Jun 17th 2008 10:37AMhttp://www.engadgethd.com/2008/03/28/fios-tv-service-is-great-verizon-customer-service-not-so-muc/http://www.engadgethd.com/2008/03/28/fios-tv-service-is-great-verizon-customer-service-not-so-muc/
I have called their customer no-service department at least 10 times over the past few months, and have received a completely different story each time.

1 - Wait for a card to come in the mail - never came.
2 - Your name was never entered in the system. Now it has and you should be receiving your TV shortly.
3 - You were never signed up for this promotion, you are instead getting a $10 credit off of each bill.
4 - You were never signed up, but you are eligible for a $100 Amex gift card - due to ship in 6-8 weeks.

I have completely had it with this company. The service itself is great, the billing and customer service is ABSOLUTELY HORRENDOUS. I have warned all co-workers and friends to avoid FIOS like the plague.

Cablevision offered to pay the early termination fee, and I am calling them to sign back up with Cablevision and cancel FIOS.
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