October 17, 2009 – Mostly Harmless

595186561 The phone is flawless and the Internet connection is amazing. See the SPEEDTEST.NET results to the right.

I just have a small problem with my digital TV service. At the moment I have no picture at all. Earlier I had picture and all my channels but I did not have the channel guide. An hour later, no channel guide and no picture.

I’m not really worried and here’s why: everyone I have dealt with on the phone or in person has been polite and professional. The installer arrived around 11 AM and wrapped up the install before 3:30 PM. He did mention that the programming data might take as long as Monday morning, but all the channels worked and I could live without the guide for a weekend.

I just got off the phone with Verizon and they are working on getting my service back. I’ll see how it goes.

Since Verizon messed up my order yesterday, they informed me that my order was set for 8 AM – 12 noon today. That sucked but it was better than waiting till next week. And I have to dial into work around 10 AM today so what the heck, I’ll just go with it.

Before 8 AM I called and wanted to confirm that my installation was on track. The person I spoke with was polite and professional and informed me that someone would call me back. I just got that call and my appointment is still on for today.

All day today. They can come at anytime today and screw the 12 noon thing. Oh, but I’m not to worry since they “requested” that the install occur before noon. I informed the polite and professional lady that I’m not thrilled about being held hostage to Verizon’s schedule and that this is NOT what I was told yesterday.

This is how a solid service offering gets ruined. I’m assuming that once I have FIOS installed it will be rainbows and sunshine but getting there is really amateurish on their part. First impressions are important because they set the customers expectations going forward. If they continue to mess up, I lose nothing by just canceling the order. As I mentioned yesterday I don’t have an axe to grind with Cablevision and the money I save with Verizon is not that significant.

I’m hoping that this afternoon I’ll be able to post how fast my new connection is and how happy I am with the service.

Day: October 17, 2009 (page 1 of 1)

FIOS is a work in progress

I want to believe (in FIOS that is)

Subscribe to Blog via Email

Search

Jan Dembowski

Personal Links