Unfortunately for me, Verizon is now a cable company. I fondly remember the good old days of Internet service. You know, when every year the price would go down. It used to be something like $20 a month for 20 hours of internet access. Then they gave you 50 hours. Then it was unlimited. Then the price dropped to $10. Then they offered DSL for $40 a month. Then DSL dropped to $30. Then $20…
Then I moved and couldn’t get DSL any more. Signed up for Comcast Internet for $40 a month. No problems. Then Comcast kept increasing the price of their TV service enough that when I moved again, I took the leap to FIOS. It seemed like a good idea at the time. It was new technology, their prices were better than Comcast, and they didn’t have the bad reputation that Comcast does. I didn’t know just how painful Verizon could be.
First came the installation, where I signed up online. I was told I would receive an email confirmation within 24 hours. It never came, so I called. I was told that my order didn’t make it into the system, but they would gladly enter it for me. Problem now was the soonest installation date was 2 weeks later. Grrr. So two weeks later, the installer shows up. He really was a good guy, very knowledgeable, and did a wonderful job. The problem was it took a good 6 hours to do the install so I had to take a full day off work. What a pain…
Then comes the first bill, which reflects none of the discounts I was to receive. I was supposed to receive:
1. A $25 Target gift card
2. First month free
3. $10 off for months 2-7
So I called to find out what was up. They said they could not add this promotion after the fact but that they would give me a one time credit for it. I cross my fingers and wait for next months bill. Sure enough they had come through as the next months bill showed a $25 credit, a $39.99 credit, and a $50 credit.
Fast forward 8 months… Month 8 bill shows the charge for internet is now $44.99, not the $39.99 I paid the previous 7 months. So I call to complain.
First CSR: “Price went up.”
Me: “I’d like to cancel my service.”
First CSR: “There is a $99 early termination fee to cancel your service before 12 months.”
Me: “So you could raise the price to $100 a month if you wanted to and I would still have to pay $99 ETF?”
First CSR: “Yep”
Me: “Sounds alot like extortion don’t you think? When my wireless service changes terms they give me 30 days to cancel without penalty ”
First CSR: “Yeah it sounds bad to me too, tell you what, I’ll talk with my supervisor”
10 minutes later
First CSR’s super: “First CSR gave me the scoop, turns out you didn’t have a contract, we can change prices any time we like.”
Me: “So there’s no ETF?”
First CSR’s super: “Yeah you still have to pay the ETF because we gave you a free install. The terms of the free install were that you maintain service for 12 months. So no contract you can cancel anytime, you just have to pay us back for the free install.”
Me: “I think you are going to lose alot of customers with deceptive tactics like this.”
First CSR’s super: “If you think we’re deceptive you are going to love Comcast…” (apparently it’s no big secret that customer service in this industry is non-existant)
Me: “Agreed, that’s why I going to give RCN a try in August when my “no contract” 12 months are up. Have a good day.”
First CSR’s super “Thanks for calling Verizon.”
Angered, I run through all the stuff on my desk trying to find the T&C from when I signed up for FIOS. I find it! I knew I saved all this old crap for a reason. Here’s a word for word copy of the pricing terms (I have 5/2 service):
“First 30 days free with bill credit. Monthly rate of $29.99 (5/2 or 10/2 Mbps) and $39.99 (15/2 or 20/5 Mbps) applies to month 2-7. Monthly rate of $39.99/$49.99 applies to month 8-12. Rate increases after term plan expires”
It states pretty clearly that month 8-12 are $39.99 and the rate will not increase until the “term plan expires.” So I call back.
Me: “I already called today about the price of my internet service being increased and I found that T&C outlining the price.”
Second CSR: “OK what does it say”
Me: I read off the above statement.
Second CSR: “Your bill hasn’t reflected that offer at all.”
Me: “I know, I had to call and they gave me a service credit for it.”
Second CSR: “Well it looks like they already gave you credit for the $5 difference for the months 8-12.”
Me: “I don’t have my bills in front of me but it sounds like if what you say is correct, everything is fine”
Second CSR: “The promotional offers are very confusing”
Me: “Certainly had me confused, thanks for your time”
So then back to check the bills, sure enough he was wrong, I didn’t receive any $20 credit for the months 8-12 increase. At this point I have given up. They have exhausted me. It’s just not worth my time to keep pursuing this for $20 as I’m sure the next step will involve faxing in copies of bills and T&Cs and several phones calls. In the end, they will lose however when my $40 a month is going to RCN and not to them.
Shame on you Verizon.
Jon Budget