Ok so I tried to add a cable card to my account and possibly upgrade my service to Quantum. I tried this last year and was frustrated by Verizon trying to renege on the DVR for life offer as the Version customer services software is written to rip-you-off whenever the equipment is changed with no ability for the customer service representatives to intervene. See my prior post. Read below how once again the Verizon rip-you-off customer service software makes unauthorized changes to my account that the Verizon customer service representatives try to fix but can’t because of the rip-you-off customer service software will not allow them to. Again how insane is the situation when the customer services representatives want to help you but can’t! I am a customer of 10 year, I have multiple set top boxes, the most expensive package but still can’t get proper service.
I call customer service who can't tell me if the cable card they will send is a multi-stream M-Card so I get transferred to a video specialist. I get a very nice person who knows what an M-Card is and assures me this is what I'll get when I pick my order up a local Verizon FiOS store. He proceeds to place the order for the one cable Card. He tells me that an email has been sent to me with a preview of the order that adds the cable card. I get the email and instead of just adding a cable card to my account it indicates a total of 7 changes to the account, increases my monthly triple play fee, and increases my overall monthly bill 50+ dollars. The glaring mistake was the 6 set-top boxes added to my account. I point this out to the representative but he is a video/tech support guy who realizes something is very wrong but is out of his area of expertise. He is very nice and tells me this will get fixed and that he needs to get a customer service representative to help as he doesn't know how to operate the customer service system well enough to remediate the situation. The customer service representative talks to the video/tech guy while I am on hold and then they loop me into the call. Again I get assurances that this will be resolved. I point out again that the order is indicating I will end up with 6 set-top-boxes, 2 DVRs, and a Cable card but I have 3 DVRs and one set-top-box and the only change should have been to add one cable card. The customer service guy keeps asking me how many set-top-boxes do I have and how many TV do I have. I point out how many TVs I have is irrelevant and the only changes=should be the addition of one cable card. This is when things go downhill. The customer service representative recognizes that something is very wrong and tells me on the call that the customer service system has done something wrong. The representative investigates for a few more minutes and realizes the customer service software will not let him fix the issue. He tells me this and then tells me he is going to transfer me to tech support. I ask him, what could tech-support possibly do to help fix this issue. He has no answer he just transfers me. To add insult to injury I am waiting on hold to talk to a fourth person who I know cannot help me. After a few minutes I get a tech support guy on the phone and I give him my sad story of how he is the fourth person I have spoken to and the particulars. He acknowledges that there is nothing he can do but transfer me back to customer support but mentions he can get me to a better level of customer support. I again wait on hold for a while and get a nice competent representative who I inform is the fifth person I am talking to and give her the entire story. At this point it is obvious to me that this is not fixable and the easiest thing to do is roll back by canceling the order. I ask the representative to cancel the order. She proceeds to tell me that she cannot cancel the order. Again I am dealing with a very nice courteous person but I am incredulous in the fact that the order cannot be canceled. I proceed to tell her that I never authorized the changes made to the account. I only authorized the addition of one cable card and that this was Verizon’s mistake and they to fix it which means canceling the order. She tells me to hold and that she will escalate the situation. She comes back on the call and transfers me to person number six. This gentleman assures me that he will investigate what has happened and contact some other division to have the order canceled but he can't do anything at this time. He assures me he will call me later tonight or tomorrow once he has been able to cancel the order and then we can try to order the cable card again. So at this point I still have a pending order that adds 5 set-top boxes to my account removes a DVR and increases my monthly bill by 50+ dollars a month and even though every person I spoke to knows that something has gone wrong the Version FIOS rip-you-off customer service software will not let them fix it!