Moving from Private Message to Open Discussion as requested.
Two issues: from a 4+year verizon FIOs customer, I've waited on hold twice and repeatably passed around without resolution via phone, and I've had two lengthy chats that resulted in disconnection, therefore I am unable to print and share the proof of my frustration, I am left thinking chat disconnection is intentional.
(1) Minor, when I upgraded my service end of May, a May 29th order, I was quoted a monthly price, when I got the email confirmation I immediately called as an activation fee of $25 was added to this monthly price. Not a big issue and I was told repeatably this fee could NOT be waived. Your current advertising campaign specifically highlights waiver of the activation fee! How can this be possible if it could not be waived for me! Just not enamored with bait and switch technique, to a long-term autopay customer!
(2) At time of order I was specifcally told I would receive a free tablet or a $200 certificate towards another tablet. The promotion and Quantum TV were brand new so the representative assured me she annotated the promotion in the comments. This was verified during a phone conversation in June. To date I've not received the tablet nor a certificate. Today during the chat session I was actually told I didn't upgrade or renew my services therefore I wasn't eligible. I am fairly certain I have a 2-year promotion rate...(for which I save $15/month?) When I provided the order number I was disconnected from the chat.
Of note...The FIOs service itself since 2010 has been flawless, the customer service for last 2.5 months is the worse I ever received, from any company.