Cablevision-FiOS Battle Hits Home
Every few months I do this: grow frustrated with what I’m paying for Cablevision’s “$90″ triple play (uh, it’s over $160 with HBO and the DVR), start a file for the Verizon FiOS mail I get every other day, then call Verizon to sign up–only to find out that its package isn’t much, if any, cheaper than Cablevision’s.
I did it again this week, and I have to say–I think Verizon entering parts of the New York DMA a few years back has done wonders for customer service. Customer service at Cablevision has been deplorable, at least in my experience. But the guy I had yesterday was actually well spoken and helpful. In fact, both he and the Verizon lady spoke fluent English, seemed to be based in the New York area, and knew about not only their own product but the competition’s too.
Over at Verizon, “Miss Maggio” mentioned FiOS launching in Massapequa Park a few years ago, had a Long Island area code in her direct line, and played along as we haggled over price–finally chatting offline with a supervisor before offering up a final $15 monthly rebate.
Then at Cablevision, the customer service rep shot me over to a retension specialist whose name sounded like Raisin or Brazen (I’m not being facetious, that’s what it sounded like). Raisin calmly told me he couldn’t make any promises before I told him the final deal Verizon had offered. He then poked around offline for a few minutes before giving me Cablevision’s final offer.
Both parties took subtle shots at the competition. When I told Miss Verizon that I’d miss News 12, which Cablevision offers and “phone company TV,” in Cablevision parlance, does not, she said something along the lines of “Oh. You really watch that?” When I told Mr. Cablevision that Miss Verizon said my monthly sales tax would be $20, he said it was closer to $27–and steered me toward a consumer Website for proof.
Ultimately, Cablevision knocked 20 bucks off my monthly fee for a year, which brought the cost within a few dollars of Verizon’s offer. So I’ll stick with Cablevision…for now.
And hopefully the customer service will still be strong when I call about switching in a year.
Robert H commented:
For 2yrs cablevision took my money, and gave me in return Inadequate wiring. which lead to poor signal, which lead to numerous service calls. and you know what that means, lot's of lost time form personal activity as well as work. summer of 2009 was when cablevision finally realize the wiring was bad. when all was realize the bottom line is they did not do the right thing, cablevision did not credit me from the time this issue started. so i left cablevision in the dust. now they are trying to charge me for a full month of service even though they charge a month in advance. FIOS IS THE BEST i get more for the same price i paid cablevision . so if you wont better everything than you know what to do. and if you don't, i will tell you. tell cablevision to KISS YOUR FULL MOON.
IGFET commented:
Cablevision had been sending me literature for years, but when I asked to accept service, they tried to flag me with a bill due by somebody else, even after I had given bona fide proof that I was a new customer with no former ties at all to Cablevision. Now that I have Verizon FIOS, I get pestered by Cablevision to rejoin, even by a very pleasant customer service representative for Cablevision. But Verizon service is great, cost-effective, and I have no issues with them whatsoever. Cablevision lost a customer, and I have no desire to switch to them. Furthermore, my girlfriend has Cablevision, and she complains about it all the time. She says their programming packages are not flexible enough for her, and the price tag is not as good either as with FIOS. So, I'm sticking with Verizon FIOS.
HORRIBLE CABLEVISION CUSTOMER SERVICE, TO NEW SUBSCRIBER commented:
technician could not accurately solve slow down issue. Sched me for visit by tech who may have to charge me for visit. Then passed on to a "customer service" rep to remove optimum phone service, which after just one week I found I did not need. When I put on the service on 9/14/09, I was quoted $86 to cable and internet, but the young lady nicely pressured me to get the optimum phone also. Said how easy it would be to remove, since there was no "contract."
I spoke to to male customer reps who both insited that if I removed the phone, I would be having to pay $125 monthly, even if it was ONLY 6 DAYS since I put on the Cablevision. The first cs person said I was naive to have accepted the Cablevision sales rep proposal to get Optimum phone, if I didn't know I was going to keep it. The second cs person, who identified himself as a SUPERVISOR, just kept repeating I would violate the contract and be charged upwards to $125. Also heard snickering tone in his voice.
I feel disgusted, and totally dissatified with the mega-million dollar company, with obviously no sense of respect for customers, or understanding of what customer service is.
Ted Pierre-louis
Pete commented:
FIOS is light years ahead of cablevision. Cable is so desperate that they are offering their triple play for $69.99.
John M commented:
Verizon FiOS is wonderful, just switched yesterday; DVR and channel guide much easier. However, a huge issue for me is MSNBC - I can live without News12, but MSNBC? Didn;t know that upfront and would have been a deal breaker. I'm trying to find a work around to get 2 shows I enjoy (Olberman and Maddaow) but if not, I am considering switching back before the end of the 14 day period.
Tony commented:
did the exact same thing...they just took off 20 bucks. 152 to 131 for one year at Cablevision
mg231 commented:
Promised MSNBC when contracted for Verizon FIOS. Two years later, still no MSNBC & cannot find out why, either from NBC or Verizon.
Also, reconnecting FIOS TV and Internet after a winter suspension proved to be a marathon event with many phone calls to straighten out their errors.
Steve J: commented:
Michael, About 1 1/2 years ago I made the switch to FiOS and couldn't be happier. There are really 3 things that make it a better service. 1) better internet. I work from a home office and there is no comparison. FiOS is many times faster. 2) picture quality. I have LCD tvs and HD is what I want. FiOS has more channels included with the base service and the quality is much better. Cablevision's HD signal always looked like it was compressed way to much. Even the SD channels are crisper. 3) cablevision customer service stinks. I can say I've never had a good experience. Like the hour and a half on the phone it took me to cancel internet. Or the 40 minutes it took the rep at the store to accept back the boxes and modem. With FiOS when I needed to add another TV, it took me less than 20 Minutes on the phone and 2 days for the box to be shipped to me.
Steve J: Bayport
Dennis H. commented:
I have to believe that if we the customer could pick the channels we want to watch, then we would see our price drop. We should not have to pay for channels that we have no interest for and would not watch for any reason. Why not alacarte???