Verizon Complaint - Thinking of switching to Fios, think twice.
If you're thinking about switching to Fios, I have to ask you one question - why? First off, they may run fiber optic out on the pole, but once it gets to you house, it's still coaxial cable. I can't imagine how that is an improvement over coaxial cable all the way. But let's pretend that's not the case. Verizon's customer service is without a doubt the worst I've ever encounter in any industry in my entire life. I am not exaggerating. It's the worst.
All I did was try to sign up for service. I stopped at a kiosk so I would always be assured of dealing with the same person. I also wanted to keep my phone numbers. He signed me up then told me I couldn't bring my numbers. I said thanks, but no thanks. Later he called me on my cell phone to tell me he could do it. 5 trips to the kiosk and 8 phone calls from the central customer service center later, after I had given up any hope of keeping my numbers, the installer showed up with the wrong equipment. He also told me I could bring my numbers and the whole process started over. I could go into far more detail, but what would my novel be about. It was crazy. As I told people my story, no one who had dealt with Verizon was very surprised.
I think the surprising thing is that Verizon is still in business. It doesn't seem possible to give customer service that bad to that many people and maintain a customer base. Even the installer who came out but never installed anything agreed it was tough to get anything done there as no computer systems talk to other department computer systems. Then we laughed at the irony that they are a communications company and he put me on the phone with customer service and left.
In the last twelve years I've had Dish Network (very good customer service) DirectTV (mediocre customer service) Optimum Online ( pretty good customer service) and tried to switch to Fios and I'm very glad they couldn't do it.