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Company's Growing Pains Felt By Many New Customers

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The Tampa Tribune

Published: March 29, 2008

Regrettable Decision

Regarding "Customer Troubles Fill Verizon's In-Box" (front page, March 26):

It was a full-page ad in the Tribune that drove me from Bright House to Verizon - a decision I now regret. I have all the issues mentioned in the article. I've called numerous times. I've even been told I may not speak to a supervisor, then was told a supervisor would call me within five days. It has now been three weeks. Everyone I have spoken to at Verizon, even though aware of the fact that I was angry, tried to up-sell me. One of them found it funny that I turned down HBO because I did not own a TV. Did you get your free TV? Me either.

ROLANDO F. POZO

Tampa

Happy With Service

I am a Verizon FIOS customer and couldn't be happier. I feel for the people who have had bad experiences with FIOS, but I cant help but think it is their fault.

I was signed up by a girl who came to my door. She explained everything in detail, I read all of the literature and asked questions. The only surprise I have had was that the product is better than I could have anticipated. I don't see how the people complaining in your article can blame Verizon for them not reading and knowing what they were purchasing.

Does anyone really think there isn't tax on your services or that boxes for our TVs are not an additional cost? It has been that way since we first got cable TV.

MIKHAIL SMITH

Tampa

An Unkept Promise

After I read your story about Verizon, I picked up my phone bill for a look at my charges and realized I was also a victim, as described in your report.

I was also told I would receive a 19-inch color HDTV within three to six weeks. Wednesday I called about the TV. It seems that after six weeks, they send a letter asking about the TV and then it's six to eight weeks after notification that we actually want the TV before we receive it.

It's one thing to make promises of better service and a completely different thing living up to those promises.

ROGER D. FORTNEY

Brandon

Outsourcing To Blame

A big point was entirely missed in this story: The company is completely outsourced.

Lakeland was also offered these great $99 packages with broadband being the Internet option rather than FIOS. I asked before ordering if the connections for broadband were tried and tested in the Lakeland area. I was assured by a Philippine operator that "your area has been completely verified." After receiving three months of double billing, almost nonexistent Internet access and an ulcer, I made some kind of Guinness record for number of phone calls made to different countries trying to get help.

KIMBLE A. COOKSON

Lakeland

Everything Works Fine

The writer finds four people who are unhappy with Verizon. Big deal!

I signed up for bundled service in December and experienced a flawless installation from a great technician. I received my free TV in February. Since customers have 30 days to cancel service without penalty, it is reasonable that the TV is not received sooner. As an informed consumer, I understood that the $99 rate did not include fees, taxes and box rental. I researched my old cable, phone and Internet bills for these additional costs and estimated my bill almost exactly. I also received a phone call from my personal customer service representative. He gave me his cell phone number and e-mail address and encouraged me to contact him with any problems. The quality of my TV, phone and Internet is much improved over my previous services. My neighbors are also satisfied with Verizon.

JOHN ADDAR

Valrico

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