Dad almost always has stories to tell of bad customer service. Well, it’s my turn. I went through my own emotional roller-coaster (excitement, rage, relief) with the Verizon FiOS people last Friday night (and I saved the chat log, just in case).
We had a choice of internet provider in the apartment (Comcast, who we have in the house, or Verizon FiOS). After a little bit of research and some quick cost comparisons, we decided to go with Verizon AS LONG AS we could get comparable prices without signing a 2-year contract (or any contract). All of the prices on their website seemed to indicate that a contract was required. They have a live chat feature, so I clicked on that and Ronnie appeared to answer my questions. The VERY FIRST THING I asked Ronnie was if we have to sign a contract in order to get residential internet services. The answer was no (yay!). So then Ronnie asked me some questions and recommended a package, and THEN he recommended a different package that has more services than we want BUT will save us $20 a month. After that, I confirmed with him again that we would not have to sign a contract. We would not. Sold.
Ronnie sent me a link so I could start setting up my order, and he stayed online to walk me through it. He told me exactly what to click and which ones to click on to avoid signing a contract. He was very helpful, and I appreciated what he was doing. I finished my order and he asked for my confirmation number so he could make sure I got what I asked for. I gave him my confirmation order and asked him to verify that I did NOT just sign up for a contract. His reply was: “Congratulations on successfully completing your Verizon order online and you’ve selected a 2 years’ contract for this great deal online today!”
Wait, what? No no no no no. I asked him to check again, and he confirmed that yes, I did indeed sign up for a 2-year contract. Feeling some anger. I said I want to change it immediately, and he tried to sell me on why it’s a good thing. Anger turned into are you kidding me? Then it turned out that HE COULDN’T FIX IT FOR ME. I had to call someone else. Maybe we should switch to the transcript now before my head explodes again.
Up to this point, the conversation was perfectly pleasant.
Ronnie(19:40:14): Choose the installation date of your new FiOS Internet and TV service per your convenience on the page and click on “Place Order” so you’ll get your order confirmation number on the next page.
Ronnie(19:40:40): And help me with your order confirmation number so I can double check that from my end too for you.
Zannah(19:40:52): [Confirmation number redacted]
Zannah(19:41:07): can you confirm that I did NOT just sign up for a 2-yr contract? Or any contract?
Ronnie(19:41:12): Thank you for providing.
Ronnie(19:41:22): Sure. Give me a moment please.
Ronnie(19:43:08): Thank you for waiting.
Ronnie(19:43:58): Congratulations on successfully completing your Verizon order online and you’ve selected a 2 years’ contract for this great deal online today!
Ronnie(19:44:28): You will receive an e-mail confirmation letter, within 24 hours, from Verizon. This e-mail will have your order details and your online order number which you can use to check your online order status.
Zannah(19:44:49): No, hold on.
Zannah(19:45:03): I was NOT going to sign a 2-year contract
Zannah(19:45:07): can you check that again?
Ronnie(19:46:49): I’ve checked and can confirm that you’ve selected a 2 years’ contract option; however, be assured as you’ll get the discounted price gurantee for the next 24 months and you might have not got some discounts with “No Contract” option which you’ve got with “Contract” option.
Zannah(19:47:29): then I want to change it immediately
Zannah(19:47:35): I specifically said that I did NOT want the contract option
Zannah(19:47:40): and I thought that’s what I selected
Zannah(19:47:43): how do I change that?
Ronnie(19:50:04): You’ll love everything about FiOS, and we’ll stand behind it with our Worry Free Guarantee. If you’re not happy you can disconnect within the first 14 days, and won’t be charged an Early Termination Fee.
Zannah(19:50:37): then disconnect me right now. I absolutely DO NOT WANT a 2-yr contract
Zannah(19:51:05): if you can’t change it, I want to cancel this entire order
Ronnie(19:52:30): No problem at all. Be assured! You’ll not need to cancel your amazing order. All you need to do is you’ll just need to call Verizon Business Office at 1-800 VERIZON (1-800-837-4966) and they’ll make the changes for you. They’ll make it from “Contract” to “No Contract” for you!
Zannah(19:52:42): are they open right now?
Ronnie(19:52:47): Be assured! Everything will be perfect for you!
Ronnie(19:53:37): I think they should open right now; however, if they’re closed for the day, that’s not a problem for you as you can call them tomorrow as well and can get it changed!
Ronnie(19:53:53): You can get it changed within next 14 days from today!
Ronnie(19:58:18): It was really nice talking to you and assisting you Zannah! I’ll be happy to assist you if you’ve anymore questions for me?
Zannah(19:58:47): I just need to get rid of the contract. I’m on hold with the Business Office now
Zannah(19:58:59): So I think we’re done here. Thank you.
Ronnie(19:59:25): Sure! Don’t worry at all about the contract part Zannah! It’ll be done by them for you!
Ronnie(19:59:30): Thanks for choosing Verizon. We appreciate your business.
Please take a minute to complete the survey at the conclusion of this chat. Your feedback is important!
Oh, boy, did I take that survey. I was on hold with the business office for nearly 20 minutes, but when I got through, the guy I talked to was super-helpful and nice. He looked up my order and found that I actually had NOT signed up for a 2-year contract. Then he added notes to the account to make it clear to anyone who looked at it that there is no contract. The fall from rage to relief had me giddy. I made sure to tell the new guy (Tom, I think) how helpful he was and to pass that on to his supervisor. I needed to balance out the not-so-glowing report I gave Ronnie in the survey (and Tom deserved the praise).
Not a fun way to spend a Friday night. Of course, I still don’t have internet service. They’re coming during the day on Thursday to set us up.