I recently ordered Verizon Triple Play as I see the discount online. The process of ordering and installing has been a great pain.
Ordering:
I first called a sales agent to order via the phone. After spending like an hour with him, going through different options and picked my bundle and price, I couldn't finish the order that day as he had issues inputing my SSN in the system. So I had to fax my documents to Verizon. He promised to call me the next day at 12 and never did. So I had to end up ordering online because he never gave me the order number.
Installing:
Even though the discount says "installation fee waived," the email sent to me after the order was confirmed asks me to "confirm self installation date." If I have to install everything myself, what's the point of "installation fee waived." So I called customer service, asking about this. The lady I spoke with was Brandy and her ID was z554350 (after the sale agent incident last time, I always remind myself to ask for their names and ID in case what they tell me is not true), and the call was on Tuesday at around 7pm. After talking to her for about 1 hour without leading to anything, I asked to speak to her manager. She told me to wait and then when coming back to me, she told me that her supervisor would call me at my cell in 1 hour or so. No one ever called me after that.
At around 9.20, I decided to call again because I wanted the problem to be solved, otherwise I could just cancel my order. This time, the agent I talked to was Scott, and his ID was z583844. He told me that my installation fee was waived and there would be technicians coming to install it for me on 22 (today) and they would call me before. No one ever called or came. I tried to install the internet myself - did not work. So I decided to call them again, but the waiting time was too long. I came to Starbucks to chat with a live agent instead. The chat window started at 7.13 and Terry, the live agent, just kept me hanging after I told him about the issue.
I'm gonna cancel my order with Verizon even before actually using any service from them. It's such a pain and waste of time. I don't care whether the network is strong, the TV service is great or what, it's just doesn't worth it.