Fine product canceled out by foul-ups...

Fine product canceled out by foul-ups on service

There are 10 comments on the Baltimore Sun story from Feb 10, 2008, titled Fine product canceled out by foul-ups on service. In it, Baltimore Sun reports that:

Ayear ago in this column, we railed at Verizon for a raft of customer service complaints about the new fiber-optic video, voice and data services called FiOS that it rolled out in 13 states.

Join the discussion below, or Read more at Baltimore Sun.


Westminster, MD

#1 Feb 10, 2008
why don't you write an article about the sunpapaers? about how the content and the writing has gone down the toilet in the past 20 years? you certainly are quick to pass judgement on every other business what about your own? what about the price, 75 cents daily for the fish wrap?

clean your own house fiest
Tom Hanna

Germantown, MD

#2 Feb 10, 2008
As Bob's father, I can assure anyone who is interested, that the problem described is not of his making and that Verizon would do well to get it's customer service, i.e., Arnette, another line of work.

United States

#3 Feb 10, 2008
I also had a very difficult time with Verizon getting an internet connection. At first they told me they could transfer my broadband DSL service. The only problem is that service was not available in the area I moved to. Their service reps did not know this. I later found that both the Verizon website and their recorded phone service site said DSL service was not available in my area.

I then spent hours trying to get a Verizon dial-up account. Their service reps do not seem to know what the menus are on their own recorded servie lines. Finally, I got an account set up. After trying unsuccessfully to dial in I called tech support. They found the problem was very simply that they had no record of my having any dial up account. Told them goodby and got another dial up service provider. I am now waiting to see if Verizon bills me for this non existant account.
No FIOS in the city

United States

#4 Feb 10, 2008
I'd still give FIOS a shot if I could, but since Verizon apparently has no intention of installing it in Baltimore City anytime soon I guess I'll stay with DSL.

Fort Washington, MD

#5 Feb 10, 2008
Very enlightening article. I'm sure there are horror stories about Comcast as well, but I sense that Verizon was late to the game and is having difficulty catching up.(I tried DSL a few years ago, couldn't get the software to install, and gave up.) It's a classic case of Verizon thinking they're in the phone business, while Comcast understood they were in the media / entertainment business.

Yes, my Comcast triple-play has proven to be reliable. And occasional calls for support are typically handled professionally, with a field engineer coming out within 24 hours, typically, if needed.

But here's the flip-side: over $1,800 / year for television, internet, and phone.

Come on guys - LOWER YOUR PRICES.

And for that reason, I hope Verizon continues to compete.
Maryland Mom

Beltsville, MD

#6 Feb 10, 2008
I really feel for Mr. Hanna. It is sad to hear that Verizon Customer Service does not track is service calls. We switched to Verizon in August because Comcast's internet access was slow and unreliable. Also Comcast's customer service over the phone was poor, but they at least have a record that we'd called. (I won't bore you with my tale of woe.)
Tired Customer

Parkville, MD

#7 Feb 10, 2008
I can confirm the fact that Verizon does not track service calls. 5 consecutive months of calling to adjust my services and bill only reinforces Mr. Hanna's story.

This is clearly an attempt to limit legal liability should a fed-up consumer actually take the time to sue them. I'm more than surprised that someone hasn't gone this route to recoup some of the consistent overcharges and/or wasted time repeatedly addressing issues that never get resolved. Any judge or jury member who's ever tried to get "customer service" from Verizon would surely be sympathetic.

It should also be noted that Verizon's billing is outsourced to a third-party vendor, so they have absolutely no idea what's happening on the service side (this was explained to me by a rep during one of my countless call-ins). As changes are made (or not made) to your service, the billing department is often completely unaware of it.


Annapolis, MD

#8 Feb 10, 2008
I have had FIOS for almost a year now. I loved the service for the first 8 months or so, but then they did a major upgrade and now my DVR reboots radomly about every 2 or 3 days. This makes recording on it undependable. It's just something I live with. They have replaced my DVR and I still get rebooted, including in the middle of this years Super Bowl. I just tolerate it because its still better than the other providers.

“Continually Updated from Net”

Since: Jan 07

A PBS place in an MTV world

#9 Feb 10, 2008
Quebec Videotron rolls out blazing internet speeds the rest of ...

More about: Quebec Videotron rolls out blazing internet speeds the re... Full Story: . Related Topix. Places - Canada. Comments ...

NOT Boasting just FYI
Richard G

United States

#10 Feb 13, 2008
It's a coverup. obviously the techs are not reporting problems to make themselves look better. Verizon is the big giant now, but customer service like this will bring them down eventually.

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