Within a couple hours of sending out that email from my previous post, I received a call from the RI dispatch manager. He informed me that the email had been passed down to him and that he would do what he could to get a technician out to my house tonight. Additionally, he would track down the chain of events that led to the issues of my appointments getting mixed up and not happening as planned or explained to me. Once he had figured that out, he would contact me again. Shortly after, I received another call from someone in the executive customer relations office in New York explaining that he contacted the dispatch manager and basically explained the same thing, but also mentioned that he would be getting a report on how this problem occurred. A few minutes later, I received a call from the dispatch manager again, explaining that a technician would definitely be coming tonight.
As I write this, my Tivo now works with the CableCARD that was installed. While this whole process was very problematic and the CSR’s I dealt with did not do their jobs properly, I am happy with the outcome. I received as ideal an outcome as I could have expected. I did not want to have to leave work to have it installed tomorrow. The dispatch manager checked in with me again to make sure the job was done to my satisfaction and he would not accept my thanks as he knew his people were to blame. He again stated that he would be calling me tomorrow to explain what he found to be the cause of the problem.
I found it amusing was that the technician agreed with me on the CableCARD installation issue. He said that there is no reason they can’t give them to the customer pre-activated to allow the customer to install it themselves. I would take it one step further and say that Verizon should allow this, but charge the customer if a tech needs to come out because the customer ran into trouble during the installation. The technician’s mind was blown that the second order could not be completed until the first one had been closed. That’s also something that I found to be odd.
Regardless of what happened and what caused the problem, Verizon made things right. That is what I wanted in all of this, and that’s exactly what I got. I hope they will learn from this and prevent it from happening in the future. I have been very happy with the TV and Internet service I get from FiOS. I did not want this bad customer service experience to ruin that. I am glad I read The Consumerist as I would have never thought of trying to email a bunch of executives at Verizon to get this problem resolved properly.