Verizon Fios / extremely difficult to order
I ordered verizon FIOS service online Feb 3, 2010.
It seemed a good deal to get a modem and a wireless router and installation free.
I heard about the screaming fast internet and I want to have one.
It's already March 1st but I still don't have any internet service. I never imagine myself not hooked on the net one day but it's been already 1 month.
They emailed me to ask couple forms of ID. They emailed me and asked me to act within 24 hours. The options are either fax or Us mail. How can anyone make US mail within 24 hours? I've got their email 6 PM on Friday. I thought that was stupid.
I faxed three different ID forms.
Couple days later, I've got the second request for IDs again. I faxed them again. This time I called the 888 number the next day because I didn't get any confirmation email. The representative said they didn't get all pages. So I faxed them(only the missing pages) again. I didn't get the confirmation letter again. I called again. They didn't get any fax but the first time(Feb 8). I called them 4 hours later to make sure they've got the missing page. The representative told me this time they've got everything and transferred me to the installation department.
I had to wait about 14 min to get someone to answer. They asked me phone number. I told them I am ordering internet service but I don't use the home phone. After talking 2 min, she found out I was ordering FIOS not DSL. She said it's different department and transferred me again. I had to wait another 15 min. The representative asked my phone number. When I told me my phone number, he said "this is not verizon number". I told him that it was about FIOS not telephone. Then, he asked me "how may I help you?" I was very frustrated at that moment. I said "I am (really really really) trying to get FIOS installation." He scheduled me for the next day and that was good.
I think people who work for verizon should be get some training instead of making the customers frustrated. If I called the installation department, they should expect that. If they have any general phone number, the person who transfers should explain not the customer.
I've read too many complaints about Verizon but still want to try out. I hope they do better service because that's what they are selling.
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