The following is a letter that I have sent to Verizon's customer service department chronicling the past month-long odyssey of mishaps that have occurred since my Verizon FiOS (internet) order on 12/08/06.
Dear Sir/Madam:
In this letter I will describe the series of events that took place since my FiOS Internet order on 12/08/06 so that you may judge for yourself if this is the customer experience that Verizon wishes to promote.
Following my phone order for Internet services on 12/08/06 I received a letter from Verizon informing me of the anticipated pre-installation visit, PA One Call utility marking, and to expect a Verizon contractor to place a buried inner-duct to my home. To ensure that my underground gutter drain was not in the way, I called the provided contractor, WTW to inform them of this and marked the path of the drain with paint.
A few days later I noticed that dirt had been dug up on either side of my driveway and along the stretch of grass between the side walk and road. It was a bit of a mess, but I accepted this as an unfortunate but necessary part of the installation.
My installation date of 12/26/06 arrived; the installation window was 1--5 pm. The installer arrived at approximately 11:30 am. I was not prepared for his arrival an hour and half earlier than the window, but I juggled some tasks and made arrangements to commence with the installation appointment. I will say that the installer was friendly and knowledgeable and I was looking forward to having him do the intended work to install the FiOS service. However, after about 10 minutes of preliminary discussion, the installer was pacing around outside with a puzzled look on his face and talking on his cell phone. This didn't look good. He came back into the house a couple minutes later to inform me that the conduit hadn't been buried, so he could not run the fiber optic to my house. He then called into his supervisor and was told that the contractor had marked the job as having been completed. The installer was then dispatched elsewhere and so I would have to wait until another day. This of course would entail setting aside the better part of another day for the installation to occur. Disappointed, I rescheduled for 1/06/07.
On 12/28/06 I arrived home from work to see what appeared to be a much larger excavation project than I had intended [photos available]. There was a similar, but somewhat less extensive, mess on either side of my neighbor's driveway. Needless to say, my neighbor was not pleased.
At this point, still trying to stay optimistic, I had several trenches in my front yard, a miffed neighbor and a re-scheduled installation date, but I figured it might be worth it eventually. First, however, I wanted to see if something could be done about the unsightly mess [photos available] in my front yard (as well as my neighbor's), so I called Verizon and waded once again through their phone system--giving my phone number, address and even the approximate amount of my phone bill, for what seemed like the tenth time. Verizon said that their contractor would be in touch with me regarding the damage claim, and he was. I spoke with a Lane Walker from WTW, Verizon's authorized contractor. He heard my complaint, but clearly tried to present the situation as just fine--going on at length about the type of grass seed that was hurriedly thrown down on the surface (much of which got washed away in heavy rains on subsequent days). We settled on waiting to see what sprouted up in the spring, although the unevenness and rockiness of the excavated and backfilled area--along with the surface-only and now diminished grass seed--will not be near the original condition even if some grass grows in the spring.
The second installation date of Saturday, 1/06/07 arrived; this time I chose the 8 am--12 pm window as I had some commitments that afternoon. I should note here that the day prior I had in fact received an automated reminder of this installation date AND I also called to clarify a small portion of the address and spoke to a live person, just to be absolutely sure that the installer would have no problem finding the house and so the installation--the second try--would proceed without a hitch. NO INSTALLER SHOWED. So, at this point you can imagine that I am beside myself. I called Verizon at 12:15 pm, and again waded through the verification process and informed the representative "Shena" that no installer had yet arrived. After a minute or two she informed me that their system had it indicated that the conduit--what she referred to as "the drop"--had not been completed, so that was why no installer was sent out. Shena stated that she would "bump up" this concern and have someone get back to me in what I presumed would be a prompt return call. Well, three hours later and still no call from Verizon in reference to the "bumped up" concern, and I had to leave to take care of other matters. I subsequently returned home to an unidentified voicemail--remember, this was a "bumped up" concern, yet the caller didn't bother to leave his name--that stated that it was now (3 and 1/2 hours later) too late to have someone come out and install today, or even reschedule for Monday.
So here I am, a month and a great deal of aggravation later, a mess in my front yard, an unhappy neighbor, no FiOS Internet, no third installation appointment scheduled and no one at Verizon apparently willing to take responsibility for this debacle and attempt to make the situation suitable to proceed.
Comcast never looked so good.