TMetzinger
Final Approach
On Tuesday evening my FIOS router (almost a year old) started freezing up and needing to be reset. Within a couple of hours, the router would not reboot at all.
So I called FIOS service. I had to spend too much time on hold (30 min), but the automated system tested my connection all the way up to the Verizon fiber termination on my house while I was waiting. When I finally got a tech:
He spoke English
He understood the product he was supporting
He respected my knowledge and intelligence
He promised a replacement router by 5 PM the next day.
At noon the next day, a Verizon tech called, said he was 15 minutes away, and showed up in 5. Swapped the router and all was well.
Compared to my previous service experiences with Cox Cable for internet and tv support, Verizon is light years ahead.
I think sometimes we complain too much and don't share the good things.
So I called FIOS service. I had to spend too much time on hold (30 min), but the automated system tested my connection all the way up to the Verizon fiber termination on my house while I was waiting. When I finally got a tech:
He spoke English
He understood the product he was supporting
He respected my knowledge and intelligence
He promised a replacement router by 5 PM the next day.
At noon the next day, a Verizon tech called, said he was 15 minutes away, and showed up in 5. Swapped the router and all was well.
Compared to my previous service experiences with Cox Cable for internet and tv support, Verizon is light years ahead.
I think sometimes we complain too much and don't share the good things.