The below message I sent to an email give to me by verion support. Emailed 6 days ago and nobody responded:
To whom it may concern,
I recently had a very sour experience with your tv service.
It started with myservice contract expiring and my monthly bill rising $27 dollars per month ($201.96 to $228. 87).
I wanted to decrease my but still keep the things I loved most.
Someone advised me to talk to someone at verizon about this and they could help me.
My main goal was to keep MLB Network so I got onto the website to look up a way to do that this past Saturday.
A chat screen popped up with a Justine who could help me.
I explained what I wanted and this verizon employee told me that if I changed to a Custom plan with the Sports Package I could decrease my bill and
keep MLB Network.
Sunday I tried to record the Superbowl on my Master Bedroom DVR (selected by convenience) and went out. When we came home we wanted to watch
the half-time show. The DVR had problems again (It had done this to us a few times before but I had been able to fix it=bad connection issues) as the screen was digitized and the video and audio was breaking up so we couldn't watch it.
I was off on Monday so I had planned to make a decision. I had looked at Direct TV and Cablevision but decided to pay a little more to keep the convenience of not having to change over.
Monday, I clicked as Justine had advised. I clicked to change to Custom Service with the sports pass so I could keep MLB Network.
I also decided to get rid of the bedroom DVR and keep the living room DVR to save some money and get rid of the connection problems I had.
I left alone all the other boxes but TV Plan and DVR choice.
I got to the bottom of the screen and it had a choice of no plan or 2 year plan. I had read I saved $5.00 per month previously on the 2 year plan so I clicked this.
Once I did, the online screen had changed above and my monthly price went from 200.45 to 229 dollars per month.
I went back up and noticed it added all the premium channels and change my plan.
I went back to try to fix things and check out before another problem arose.
I changed my package and went up stairs and my living room (main DVR with 82% saved shows) was disconnected!
I immediately went back to computer and click the chat line for support.
I got an employee named Kalya. I explained what had happened and this person tried to bring the DVR back.
He asked me to check my other TVs and the Bedroom was working but the other 3 TVs were all disconnected.
Kayla told me that the only way to fix was to wipe the DVR of its memory.
I pleaded not to do this. He tried another way which he said wouldn't delete the data. When we finally got the Living room TV back up...everything was gone.
He tried to get me over for technical support. The phone hung up. He called me back and tried again. They put me on the phone with a man ( I don't have his name) but he didn't know anything and asked me to explain the whole story. I did and he then told me he was repairs and couldn't help me.
He then transferred me to Mrs. Washington. I again had to explain the whole story. She tried to get technical support to fix my DVR while she tried to fix my plan.
She changed it over to Sports but she was told by technical support that when I clicked remove DVR it had erased all my saved shows.
She informed me that when I clicked the 2 year plan it added International calling and Support Pro which was costing me $15.00 and negating the savings it had showed me on the screen.
I was very upset by this. She helped me get the TV back up and asked technical support to change my DVR main to the Living room.
I didn't have the channels I wanted and MLB Network wasn't working. The box was restarted a few times but things were never right and other TVs were not functioning correctly other than the Master Bedroom. She then looked up the information for the Sports plan and informed me that the chat person Justine was wrong.
MLB Network can only be had from the plan I had previously been on. I told her I would never had changed the service had I known and all my shows wouldn't be gone.
She offered to speak to her floor manager for how she could help me since I was led to these decisions.
The Floor manager Jason {edited for privacy} had told Mrs. Washington to tell me there was nothing she could do and what was worse was now...that the plan has been changed it was going to cost me $10.00 more per month than the initial cost before I attempted to low my costs. She was going to let the technician go to help someone else.
When I asked for name of floor manager I was then offered $5.00 off per month for my inconvenience.
I got off the phone and my TV restarted again...but this time.....my DVR saved shows came back! It was costing me more but it seemed that at least I had that.
I went to eat dinner and had the TV running in the other room. I suddenly heard it go silent. I went to check and I had lost the TV yet again @ 8:00 with the same message I had at 3:15 that the DVR was disconnected.
I called back......again.....and asked for technical support. I ....again....explained what had happened. The technician got the TV to start but again all the shows were lost.
He told me they had to change my service back to premiere to add the DVR back. I had already had Mrs. Washington do that before but I said ok.
He got the system back up and I had all my shows again.
I then got an Email that I had changed my service and had both the Extreme plan ( previously had ) and the Custom Sports at the same time and now my Bill was $296 dollars a month or $95 dollars more than it was when the contract expired.
I am afraid to even call and ask for help as I lost 7 hours on my day off trying to lower my bill yesterday only to have all the above problems and have my bill go up instead.
I am a technician and engineer by trade. I spend my days solving other peoples technical problems all day.
I obviously was misinformed in chat, experience a website glitch when I tried to change my plan and never got anything resolved to my satisfaction through support.
The people who helped me were trying and nice. It just seemed to be they didn't have the right information to help me or fix my issues and the Manager had the power to help but did not or wasn't allowed to because of internal policy.
I hope someone can help me without erasing my shows or increasing my month charges and losing channels I want most.
I also thing that verizon should make an effort to mend my impression of problem resolution and customer satisfaction.