FiOS's "No Turning Back" To DSL Policy

Well, the "F" is still dancing (click on it) as the latest in this series of three posts total (including this one - so Far) on My FiOS experience continues.  My last post on FiOS has a link to my First post, and all posts should be read in calender date order. So, I will try not to repeat very much of what I have previously said.

I still have not received anything in writing as I was told on 7/18/05, and on 10/4/05 by Verizon representatives confirming my special pricing of continued Verizon DSL pricing for the First year of FiOS service.  But, at least that good, customer service oriented supervisor from tech support verbally just told me she will try today to send me written confirmation by tomorrow.  That same person will also get me the battery specifications for the FiOS back-up system that customers are responsible for the physical replacement of and cost.  I was told that the battery life can vary from a year to multiple years, but the actual battery life depends on many Factors like any battery.

My billing cycle is around the 7th of each month with Verizon.  The "written lower pricing" could take up to a week after that to be delivered by "snail mail".  So, I am concerned that if I do not get anything in writing confirming my one year fixed, lower pricing before my 30-Day Money-Back Guarantee time period runs out, I will be charged the $99.00 penalty, if I cancel FiOS after 30 days from my 10/12/05 installation date. 

By the way, I wish Verizon would disclose upfront that along with their written disclosure that says the battery replacement cost and responsibility to replace it is the customer's,  the battery life expectancy range and replacement cost also be given.  I was told that the Verizon battery replacement price may be about $40.00 (every one to three years), but that you may be able to Find it cheaper elsewhere.  Clear, conspicuous, complete and easily comprehended DISCLOSURE is missing in some areas of communication from Verizon regarding their FiOS experience, in my opinion.

The most important reason for that opinion of mine is this.  I just Found out today that there is a good chance (it is not in writing from FiOS anywhere I know of) that Verizon will not let the Former "copper wire" DSL customer go back to his previous "copper wire, DSL" service even though the copper wire is still in place.  I think it has something to do with the "switching" set up at central offices, but I'm not sure?  From the start, I always thought I had that option until I read, today, this Forum on MYFIOS.NET entitled "I just had Verizon take FiOS OUT".  In it, an unhappy FiOS customer is still discussing his situation with Verizon, but said "that they (Verizon) no longer offer dsl to new customers in fios areas.....makes sense from a marketing angle." 

So, I just called the Verizon billing department, and asked if I could return to my Former DSL service.  I was told that a FiOS customer CAN'T GO BACK TO DSL with Verizon!  Wow, in the FiOS FAQ's it only says that FiOS customers (after installation) will receive a refund for any charges paid to them.  It does NOT DISCLOSE that you can't have your DSL back!  To me, this is a "penalty" as now I may have to spend my time evaluating and comparing alternative broadband providers and prices.   

Right now, I'm waiting for my special first year pricing, and the battery specifications in writing.   I also asked for better compensation than $29.95 plus taxes and fees (a credit for my second month of service, if I keep FiOS) for my conservatively estimated 18 hours of my time, that I tried to avoid from my first Verizon contact on 7/18/05. 

I told that professional, customer oriented supervisor that I was concerned with both better, upfront FiOS disclosure and a more fair compensation for my time and trouble.  I am also waiting to see if my "post 2.4 Ghz phone removal" FiOS download speeds go back up to Faster continuous speeds within an approximate 1/2 megabyte range.  Somehow, the speeds went down on my laptop to within 2 to 3 megabytes when I put in a 5.8 Ghz cordless phone?  Everybody agrees, though, that it is a coincidence, and the best guess that two top FiOS tech support reps have is that my neighbors may have more powerful antenna power boosters on their wireless network systems than the two 6 Mpbs ones I have.  This could cause interference and reduced speeds for me. 

However, these things did not noticeably happen when I had Verizon DSL service (at slower than minimal FiOS speeds).  My guess is, is that you have to buy FiOS 15 megabyte speed service or Faster to really be able to see a very noticable difference from DSL.  But, I don't know that for sure, as I haven't experienced 15 megabytes of speed for myself.

I also really believe that I have helped that top FiOS tech support rep learn about the uniqueness of Buffalo networking products through a three-way conference call that I allowed to happen as a Buffalo customer.  I then spent even more time on the phone with the tech support supervisor explaining why any FiOS customer would be upset if he was not informed, upfront, about Verizon's "no turning back" unwritten (as far as I know) policy of leaving DSL for FiOS. 

Therefore, I said that I would not disclose my specific compensation for a more Fair "customer satisfaction" level to anyone (as that would be a private issue).  But, I repeated my desire for her to give my " upfront disclosure" and "over-promising & under-delivering" issues to Verizon Corporate.  I was not optimistic it would change anything, but she assured me she would pass these things on, and that Verizon does listen to legitimate customer concerns.  I hope Verizon appreciates quality, professional employees like her that communicate and represent Verizon well.  After all, don't you think that a "communications" company should communicate well, especially, with its prospects and customers?  The "Test of Time" will tell.

5/25/06 Postscript Update = See my 11/11/05, and especially my FiOS Does Inconspicuous "No Turning Back To DSL" Disclosure (4/5/06) posts for IMPORTANT INFORMATION!

Animated image courtesy of www.artie.com.

Comments

[PDX-PLT]

DSL is an optional service. Verizon has no obligation to offer DSL to you, nor to continue to offer it to you once you have it. I'd be very surprised if it didn't say that in their T&C's for their DSL service.

If Verizon decides they don't want the maintenance headache and expense with copper, and want to eliminate the risk that they might be forced to lease it to a competitor CLEC, it's understandable they'd want to eliminate the copper where they can.

[Brokerblogger]

As a businessman, I have no problem with what PDX-PLT just said.

I'm just saying that Verizon needs to have clear, conspicuous, complete, and comprehendable disclosure about "no turning back", since their "30 day money back guarantee" implies that their DSL customers have everything to gain and nothing to loose.

See my latest post on this:
http://www.brokerblogger.com/brokerblogger/2006/04/fios_does_incon.html

[Brokerblogger]

That 4/5/06 FiOS post of mine is at:

http://www.brokerblogger.com/brokerblogger/2006/04/fios_does_incon.html

[mcconville]

Hi Bill,

I'm writing something about this and would love to chat with you about your experiences dealing with the subject. Please feel free to email me - email address is in my profile data. Thanks!

RESPONSE = Your TypeKey Profile had no e-mail address in it? Can you be more specific as to what kind of writing you are doing on FiOS and where it will be published.

Thanks,
Brokerblogger