Did anyone have this issue with TV service provider in Plano (move, verizon FIOS)

[Matt2010]

Just wanted to check if anyone had this kind of problem and how they resolved it.

I took FIOS TV service 3 months back; I was clearly told by more than one representative that I am getting DVR for free for 12 Months. (same deal was also present in their website at that time; no, I did not take a print out)

I took the service and setup a auto-payment.

My bad, I did not check the invoice online and they kept charging me for DVR for the last three months, today I called them to reverse those charges but not only they refused to reverse the charges for last 3 months they also denied that I was offered that deal.

Just wondering did this happen to anyone and how you handled it.

Of course I can cut short my loss by disconnecting the service but it looks very unfair to give a deal and then to charge me and now to say that they did not offer me that deal....

[skids929]

Originally Posted by Matt2010

Just wanted to check if anyone had this kind of problem and how they resolved it.

I took FIOS TV service 3 months back; I was clearly told by more than one representative that I am getting DVR for free for 12 Months. (same deal was also present in their website at that time; no, I did not take a print out)

I took the service and setup a auto-payment.

My bad, I did not check the invoice online and they kept charging me for DVR for the last three months, today I called them to reverse those charges but not only they refused to reverse the charges for last 3 months they also denied that I was offered that deal.

Just wondering did this happen to anyone and how you handled it.

Of course I can cut short my loss by disconnecting the service but it looks very unfair to give a deal and then to charge me and now to say that they did not offer me that deal....

There is a simple solution here..You call the local competition, tell them you are unhappy with FIOs, get a new customer deal drawn up..Then call VZ and tell them the deal you got from the competitor and that you are leaving if they don't honor what they told you verbally. If they say no leave and be done with it..If you dont' want to leave because you like the service, then pay it and move on. Nothing else you can do really, the best thing you can do is speak with your feet...

[Matt2010]

Originally Posted by skids929

...Nothing else you can do really...

In short there is no way to prove that they offered me that deal...hmmm... me no happy ...

I will be try to talk to them again and if they are not going to honor the deal then however the service may be I am quitting as soon as I get the service from other providers...

Thanks.

[highcotton]

Whenever Verizon calls me to offer some special deal (for a limited time period) I always tell them that I am not interested...even if the offer is free. That way when the [free] time period ends and they start billing for it I don't have deal with canceling it, with the chance that my billing will get messed up. I get only the products that I truly want and am not interested in taking advantage of their special offers for a limited time.

Over the years I have made a few changes (increased Internet speed, added set-to boxes for H-D reception, etc.), but have only once had any problem with billing issues...and they corrected the problem in the next billing cycle.

[Matt2010]

Originally Posted by highcotton

... I get only the products that I truly want and am not interested in taking advantage of their special offers for a limited time....

agreed, I also don't take promotions just for taking promotions which usually comes for 30 to 90 days time period.

This one for 12 months which was pretty decent time frame, secondly I first tried to order through time warner unfortunately they needed more time to install in our place hence I went with Verizon FIOS to take the service not just for the promotion (I wasn't happy with FIOS customer service when I had it in my earlier place); having said that I agree FIOS service is pretty good but customer service is kind of nightmare at-least for me.

Ok, in short what I hear is there is no way for me to prove that I was offered this deal unless FIOS customer service decides in my favor... well it is relatively costly lesson for me.

Thanks to everyone.