(I should note that I am putting this stuff us as a person, not as any kind of spokesperson or representative of the company. There are Legal reasons I have to state that...)
Actually, Rob, my opinion is based upon having had Charter and DirecTV as previous providers. We have better services and response than we did with either of those two companies -- our router recently gave out and they were out within a day with a five minute replacement. With Charter a similar outage lasted for three days before someone could be dispatched.
The quality of the picture on FiOS is far superior to DirecTV's. We have high-def, which from the satellite provider had significant quality problems (lasting images, black objects being more grayish in coloration, pixelation of the images). They also committed some major customer support errors, which eventually cost them our business. We didn't go to FiOS because I work for the company, we moved to FiOS because it was available as an alternative to DirecTV.
Our internet is faster than it was on Charter -- we never used DTV's service -- and the phone service has never had a hiccup.
I can't hazard a guess as to why your billing is hosed, nor why the number of boxes are in dispute (it's a very simple procedure for them to go into your house and test the number of boxes electronically. 1+1 does not equal 4). It seems your complaint is not about the service itself, but the support. If it's support, you have a number of options to reduce the madness. Escalate, escalate, escalate.
Yes I'm an employee -- but I also professionally evaluate services, features, benefits and overall performance of telecommunications products, so I hope that allows me some sort of independent thought. It's what I do. Verizon does not always win such competitions and I recognize that when I see it. Based upon what I have compared FiOS with, as well as anecdotal comments from a number other people regarding FiOS, Comcast and TW. Yours is one of the first major complaints I've heard. Nothing is perfect. No service, no company.
(I also have JD Powers reconfirming my estimation.)
I would, if I were you, escalate the heck out of that billing issue and make sure it's something you're on record as having difficulties with. I've always found that dealing solely with the customer support reps doesn't always satisfy my requirements -- and since I'm the customer, guess who's requirements are most important to me.
Give 'em Hell.
- I love to find adventure. All I need is a change of clothes, my Nikon, an open mind and a strong cup of coffee.