About a month ago I began looking into whether or not I could upgrade my service. I first tried the website and discovered that much to my dismay, every time I clicked the button to change/upgrade my services it would error out with "Unable to process order" even though I hadn't placed an order.
So I decided to call in and see if there were upgrade options. The woman I spoke to asked for my address, which I dutifully gave. I then spent the next 20 minutes with her insisting that Fios doesn't serve my area and she would schedule a "Surveyor" to see if they could install it, despite the fact that I told her numerous times I already had Fios and have had service for 5 years. Finally, she asks for my phone number, sees I already have Fios and want to upgrade, and then puts me on hold until I give up and hang up.
So then I get a "Black Friday" offer for my cell phone. I go to the Verizon store and while there I ask if a Fios rep is present. He is, we talk, and it turns out I can get upgraded to 75/75. So we schedule an appointment for Dec 8th.
I receive an email that day detailing the appointment. On Dec 8th, I take a half-day at work and wait. And wait. And wait. No one shows.
So I go back to the Verizon store and they call in to somewhere, then put me on the phone with a woman who informs me that my "Order had an error during processing". No one called me, no one emailed me, I was left to sit there and wait for a tech that wasn't coming, and took off work to do so. They offered to "Reschedule the appointment", but there was no reason for me to believe the outcome would be any different since all they were going to do was put the same order in the system the same way they did the first time. At that point I gave up and cancelled the upgrade, I've never had a company go to such great lengths to prevent me from giving them money before.
Needless to say, I'm extremely disappointed with Fios's customer service.