Verizon FiOS Doesn’t Hate My Business. They’re Just Not That Into It.

I ranted a few weeks ago as to how tired I was with Cable TV. However, Bill Inertia is a powerful force, especially When you don’t know if you’re paying forward or back, so I didn’t get around to actually calling Verizon until yesterday. Being one of those poor fools who got bundled, I wanted to see if I could downgrade my service from Phone, Cable, and Internet to just Internet, without having to pay the contract termination fee.

I think my argument pretty sound: If you’re going to treat people who want to diminish, but not cancel, their service exactly the same as people who are, in fact cancelling, then all you’re doing is encouraging them to cancel. Why, when Comcast is offering to give me Internet for $29.99/mo, should I pay Verizon $50/mo, when I’m going to get hit with a one-time penalty no matter what I do?

So I tried this line on the account services rep. I affected a polite, laid-back tone, but I made my case. She said she took my point, but that she had no control over fees, but that the finance office could. So I get bounced to Finance, which is different than Account Services, and I tell the new person my phone number, name, and account number, and try the line on her. She agrees, I have right and reason on my side, but this is the finance office, and she had no power to help me with what I want. I needed to talk to the business office.

Everything is proceeding as I have foreseen…

So I get bounced to the Business office, which is different from the Account Services and Finance Offices, and I give up name, rank, and serial number a third time. And I wait. And I wait. The servers are slow. My information is taking forever to load. While I wait, I marshal my arguments a third time: of course I’d rather not cancel my service, but if there’s no way you can waive this fee . . . Again, I am told that I reason aptly, and finally she tells me that she will do what she can.

And I wait. And I wait. And I wait-wait-wait, and I wait-wait-wait, and I waaaaaaaaaaait.

I’m old enough to remember when this was on afternoon syndication.

And finally, with a wistful air of apology, the girl at the Business Office regrets to inform me that it is not possible — literally not possible — to override a contract termination fee. The computers will not permit it, because of …something.

I suppose I could have argued the point, but I was getting close to an hour on the phone, and I no longer had the patience. Suffice to say, I can’t avoid a cleavage, not because Verizon can’t see the value argument of charging a fee vs. retaining a customer, but because their system can’t respond to a value argument. The giant data engine that made me wait is what’s really in charge. Verizon is sorry, but it’s out of their hands. We’re just going to have to break up. Considering how excited I was when they first dug up my yard to lay the Fiber-Optic Wire, that leaves me feeling a little blue. Especially as it leaves me back to the tender mercies of Comcast and their ever-varying bill structure. But now I can fulfill a lingering nerd lust and buy a Roku Box.

Ahhhhhhhhh yeahhhhhhh…..

5 thoughts on “Verizon FiOS Doesn’t Hate My Business. They’re Just Not That Into It.

  1. It’s like dealing with the government, isn’t it? (Although it might be a bit better, because if you were dealing with the government you might have been on the phone for a week). I use to work for a company that was becoming very bureaucratic, and their stocking was plummeting because their service was becoming so very slow. And it was because they changed to a new computer system that multiplied the amount of work that needed to be done probably threefold at least. They were hiring new people (like me) for that reason, which multiplied the amount of resources that were required to do the same tasks they were doing before.

    I have to think that, if Verizon’s stock is dropping more rapidly than the average rate of change of stock, then it isn’t dropping fast enough for the company to get the idea that its services are less than satisfactory (unless it offers other incentives elsewhere for prospective customers). Regardless, dissatisfaction with telocommunications companies seems to be almost universal, which makes me wonder why a new telocommunications company that knows how to operate and provide services in a way that satisfies people hasn’t swept the market. I think this is due to the policies in place that favour established corporations over entrepreneurs; and this gets into why the economy in the United States hasn’t been able to recover to any significant degree. At least that is my hypothesis.

    1. US Law absolutely favors the established players. You have to pretty much create a whole new industry in order to actually innovate. And not just US Law. State and local ordinances can be even more bent.

      This, of course, it what animates progressives so. Unfortunately, their only solution is to make US Law more powerful and forbidding.

  2. We have fios. Call and speak to cancellations, and a manager if you can. They are the dept that has the power to help in these situations. It’s their job to keep you as a customer.

    1. That’s what I was trying to do before. I was on the phone for an hour getting bounced around.

      I think I’m done with them anyway. Their internet actually is going to cost me $70/mo with taxes and everything. Comcast is still at $30/mo, for six months anyway.

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