Before I give my update, I want to restate that I believe that properly installed and configured Fiber Optic Service will help increase internet usage, and provide a faster online search experience. Also, I want to make clear that I feel that in the eyes of the consumer-customer, it is very important how Fiber Optic Service providers go about the entire customer experience of switching them over from their current internet service. Judging from my personal experience so far, I really believe that both the consumer-customer buyer and the seller need help in making this experience as comfortable, time-saving, and productive as possible with expectation levels set completely through FULL DISCLOSURE, and as realistically as possible.
So, since my last direct post on FiOS: "FiOS's "No Turning Back" To DSL Policy", there are some new developments. First, that great FiOS tech support supervisor was able to get me my first year, lower pricing in writing by 10/30/05. I felt this important for new FiOS customers to receive this BEFORE their 30 Day Money-Back Guarantee time period runs out. My TRUST in Verizon verbal promises was negatively affected previously by NO "check in the mail" = lower pricing agreement promised on 7/18/05, and FiOS tech support reps saying "We'll call you back", and they don't (until the Texas top tech support reps got involved).
I should also mention that on 10/26/05 a Verizon Billing Supervisor, at first, told me that my first year rate was $10.00 per month higher than previously quoted to me. Then she checked with someone else, and told me that she made a mistake due to changing pricing plan details. Everybody makes mistakes, but the timing here was not good for me, in my opinion. Also, I left a voice mail message for that billing supervisor, or any of the other person's names on the voice mail recorded greeting message, to call me back on 10/26/05, and I never heard back from anybody at the billing department?
I don't have "in writing" my one month's credit, but I have no choice but to accept the word of that professional, tech support supervisor. She also got me my request for battery back-up specs in the time she stated. Therefore, her continued open, honest, upfront, good communication, and good follow through help ease my continuing other concern about the one month credit that gets credited long after my 30 day Money-Back Guarantee expires.
My main concern, though, is that other consumers-customers could easily, in my opinion, be mislead into thinking that they could go back to their previous Verizon DSL service. Without the Verizon phone sales reps disclosing this upfront, and the Verizon FiOS web site not having that Specifically Disclosed in a Complete, Clear, and easily Comprehended way ( I have now checked about three times, and could not find anything on the FiOS web site), I feel it definitely could happen. I was told that I probably would not hear back on that point. I understood, and agreed with that probable scenario.
Lastly, my Verizon Online Speed tests, this first Sunday morning that the "Fall Back" time change is being felt the full effect of, have showed improvement at 6 am & 7 am Central Time. But, most people don't like losing an hour's sleep, so they sleep in. I actually got a 3.49 and a 3.31 megabytes of download speed, respectively, on my laptop (up from 2.1 to 2.9). I wonder what they will be tomorrow on a normal work day?
I also await the answer from Verizon on a more fair, in my opinion, compensation for my time, trouble, Buffalo tech education, and my detailed, time consuming, customer feedback. It should be interesting to see how this large telecommunications company values my (a long term customer's) time, etc..
See 4/5/06 UPDATE - FiOS Does Inconspicuous "No Turning Back To DSL" Disclosure
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