I've also been told I have little tact, so if this offends you simply ride on.

Tuesday, May 5, 2015

Another FiOS failure

Well, I've just had anther grating experience with FiOS failed customer service.  Two weeks ago, when I got rid of their TV service, I was told that boxes would be sent to me so I could mail back their equipment.  I thought this was great as there is a Post Office on the way to the Giant where I do my grocery shopping.  However the boxes never arrived.  This morning I received an email from FiOS reminding me the equipment needed to be returned by 5/20.  Since I'm not going to be able to drive until 5/21, I contacted them to see about getting a 1 day extension.  Absolutely not. there is no way they can change that date.
They gave me 2 choices, I could pay UPS to come pick up the equipment and ship it back to them, or I could have somebody drive completely out of their way to either a Verizon Store, or a UPS store where they could be dropped off.  When I say out of their way, that's 5 miles from my house, not my brother's house, which would be another 12 miles out of the way, or my friend Patty's house, another 8 miles out of the way, or my friend Jack's house which is another 9 miles out of the way.  So, we're talking about more then a little inconvenience here.

In fact, their customer service agent Carol, did as little as possible.  When I told her how inconvenient this was her comment was "well, you asked me for a suggestion."  Now, is that anyway to treat your customers?  I had 2 of their services and now I only have 1.  There is a $650 charge if the equipment is not returned in time.  It will get returned in time, believe me, but there's no way I could recommend FiOS to anyone, except possibly to someone I really didn't like.  Do you think they care if they fail one customer?  Of course not.

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