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This Entry is Rated:
10
with 2 votes!


01/06/11 | 21:44PM
FIOS and Verizon wireless bundling offers?

I have been having a very frustrating time with verion this past week. I spend over $4k per year for my families wireless, and now i am shopping for a cable provider... I was frustrated learning that when putting together a bundle, verizon does NOT let you have it your way... just a few examples;

even though they offer a very fast internet pipe 50mg down ....if u want a bundle, they will only offer you a slower 34mg pipe. If that is not frustrating enuf i only wanted basic cable and HBO...unfortunately, if u want HBO you can only get that as part of their *deluxe* package which includes starz and tons of other crap i did not want/need

But the most frustrating of all? When I reached out to Verizon's social media representative on Twitter (he does not list a name but is shown as @FIOSTV )to complain that no one i spoke to coould even confirm that there was a wireless/cable bundle - and when he could, he would not provide a link - he LOL's at me. I've never met someone hired to represent their company's PR image laugh at the frustration of a customer ...and this just took the cake. I am now exploring other options including directtv, dish network and cablevision ... I hope their customer service is more sensitive to a customers frustration then verizon - but i would be shocked to find ANY other fortune 500 company laugh at a customer for ANY reason

Anonymous - Verizon H8er ID: 54BEB4



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Replies
01/07/11 | 2:54AM
I don't know who told you about the HBO but they were probably just trying to upsell you. You can get HBO alone; by itself, for $16.99.

Anonymous - Verizon H8er ID: CFB3F4

01/07/11 | 18:49PM
I followed your tweets and with all seriousness, I think you are an angry man that can't even express himself. It might be the reason why you were not offered the one bill bundle which does give you discounts from your combined bills. If you were able to express yourself to whomever you talked to, I am sure they would have helped you. Your frustration might be due to lack of competence or verbal/written skills; I just don't know and I don't really care. But here is a good example; you said and I quote "I just want internet." and followed it with "And wirelessphone not landline..." So you don't JUST want the internet...

The FiosTV tweeter is actually an excellent source of info and has been a great help to many users. He offered his help to you, too... The highlight of your replies was when you called Verizon a monopoly, asked him if he was stupid and polished it off with "WTF". I personally can not help but questions someone's intelligence with that monopoly comment. In reality; Verizon Fios brought the alternative to Monopoly and broke it wherever it reached... I was stuck with Time Warner in Brooklyn, with mysterious 240kb broadband speeds that couldn't get fixed after 5 visits from their technicians. They were mystified with the issue and couldn't offer a solution to the problem and I got stuck with dial up speeds on a broadband connection that I had to pay... Now, that's what I call a monopolistic situation. Also, my cable/internet bundle was 55 dollars more a month without any premium movie channels. Now, I have all the premium movie channels, super fast internet that has yet to go down in over a year.

I am writing this because I stand by Verizon, its service and I appreciate them. Your angry public post needs to have another opinion and persective so you are not a monopolistic comment out there.

Good luck to you,

Aydin96

Aydin96 - Verizon H8er ID: E51B88

01/08/11 | 14:34PM
The op's original story may be a little 'bulky' or awkward but it is the job of any customer service representative to remain calm at all times-LOL even though a tweet is dispectful to the customer. It IS also their job to ferret out what the customer wants. And irreguardless of company process and training there are alot of service reps out there with many companies that simply don't know their stuff.

Perhaps the customer got one of the many offers I get in the mail. Or a text or even an email if he gave one. I wasn't quite sure myself wether the OP was talking mobile broadband, fios or dsl for internet.

The monopoly comment deserves merit because Verizon would NOT be where it is today without inheriting the landlines from Ma Bell in the 80s. And when they buyout the competition like Alltel what are they trying to do, create competition?

Anonymous - Verizon H8er ID: 4C3B55

01/09/11 | 2:58AM
The rep was remaining calm; he is not the one who asked if he was stupid...! Are you even reading the same thing as I am?

Here you got a guy who thinks he deserves something special because he spends 4000 dollars on services that he uses. There are no excuse to say "what the fuck" to a representative... Maybe, he says that to his colleagues, family or friends, I don't care. But that is not a right!!! Try doing that on the phone to a rep and see how far its gonna get you... At the end of the day, it is tweeter... What is wrong with saying laughing out loud when he threatens to write a blog... LOL... it is hysterical. He didn't have the guts to write the whole story here... Thats just not right...

Regarding your comment on monopoly history from the 80's; it doesn't have any relevance to what we are discussing here today... Today, which is almost 30 years later, they bring choices to consumers when it comes to cable service, internet service and wireless service. AND thats a fact. I was getting shitty service at a high price, now I have excellent service thats 50 dollars less a month. AND again, thats a fact... Not a page from history.

Aydin96 - Verizon H8er ID: E51B88

01/09/11 | 16:22PM
Being a customer service and/or a representative of your company demands that you remain calm and cordial. You canNOT resolve anything with a hostile demeanor.

It's your a job as a rep to remain calm and not take things personally irreguardless of what the customer's saying. I was always told no matter what the customer says you nod your head yes and let it fly right over head. Until you are physically attacked or threatend you ignore it.

I've always found it easy to let the customer blow sparks and turn red while I did nothing and they calmed down. As a customer service rep you know up front you are mostly dealing with customer PROBLEMS/issues. What do many people do when they have a problem: they get upset, it's the nature of the beast. It's your job as a " professional " not to let things escalate physically or even to the higher ups. It's your job as so called paid professional NOT to take things personally dissing customers.

You can't be dealing with customers with a " I'm gonna cut you " attitude everytime you hear or see something you don't like from a person you do not know or doesn't know you.

Anonymous - Verizon H8er ID: 4C3B55

01/29/11 | 7:49AM
most amusing is the "build your own bundle" which does nothing

fios internet and TV, but ethernet from ONT - Verizon H8er ID: E98586

01/29/11 | 7:50AM
leave a COGENT, BRIEF experience at verizon policy blog


raving will result in your b1tchfest being ignored

fios internet and TV, but ethernet from ONT - Verizon H8er ID: E98586

01/29/11 | 7:51AM
(1) NEVER try to "solve" anything with verizon by chat or phone.

(2) ALWAYS communicate with verizon with a typed, paper letter. Should they call back to discuss inform them you will only communicate by written letter and hang up.

Otherwise you'll get the by the book line "Agent YZ was not authorized to _____" and insert whatever deal/arranged made.


When you finally are tired of being burned take you stack of PAPER communication to small claims court. When verizon rep fails to show you win by default.

fios internet and TV, but ethernet from ONT - Verizon H8er ID: E98586


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