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Going to the top gets results on FiOS
Robert Ritzer had had enough, so he went to the top. And it worked.
After being without telephone, television or Internet service for a week because of what he called "a series of unbelievable blunders" on the part of Verizon, the frustrated Wayne, N.J., resident tracked down the home telephone number of Ivan Seidenberg, Verizon's chairman and chief executive.
"I actually called his home number and spoke with his wife, Phyllis, who, after her initial shock that I'd gotten my hands on her phone number, assured me that my problem would be resolved ... IMMEDIATELY!" Ritzer said in an e-mail. "And it was, within just 24 additional hours."
That made Ritzer a fan of Verizon's FiOS service.
"Since then, not only because of what Phyllis Seidenberg managed to accomplish on my behalf but also because when I compare the quality of the FiOS product with what my friends have with CABLE, I notice a big difference, especially regarding Internet and TV."
But most customers don't get to speak with the wife of Verizon's CEO, and complaints about service - bungled billing, long waits on hold, failure to deliver sales incentives - have led some customers, including Lois Rusch of Bergenfield, N.J., to switch back to cable, even when they are completely happy with FiOS itself.
"The frustration with getting through to customer service, coupled with irritation over the many little things we took for granted with cable and the big things about missing discounts, we switched back to Cablevision and haven't been sorry for a minute!" Rusch wrote.
"I don't care if they offer free TVs or free service for a year; we'll NEVER go back to FiOS!"
___
© 2008, North Jersey Media Group Inc.
Visit The Record Online at http://www.northjersey.com/
Distributed by McClatchy-Tribune Information Services.
That made Ritzer a fan of Verizon's FiOS service.
"Since then, not only because of what Phyllis Seidenberg managed to accomplish on my behalf but also because when I compare the quality of the FiOS product with what my friends have with CABLE, I notice a big difference, especially regarding Internet and TV."
But most customers don't get to speak with the wife of Verizon's CEO, and complaints about service - bungled billing, long waits on hold, failure to deliver sales incentives - have led some customers, including Lois Rusch of Bergenfield, N.J., to switch back to cable, even when they are completely happy with FiOS itself.
"The frustration with getting through to customer service, coupled with irritation over the many little things we took for granted with cable and the big things about missing discounts, we switched back to Cablevision and haven't been sorry for a minute!" Rusch wrote.
"I don't care if they offer free TVs or free service for a year; we'll NEVER go back to FiOS!"
___
© 2008, North Jersey Media Group Inc.
Visit The Record Online at http://www.northjersey.com/
Distributed by McClatchy-Tribune Information Services.
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