Big Ten Network Fiasco

Question

Being located between Philadelphia and State College, PA, and like hundreds of thousands of others in PA, I am a huge Penn State and was looking forward to this matchup with the local Temple Owls on the Big Ten Network.
Instead, I'm treated to Purdue - CMU!  If they tried, Verizon could not have shown more incompetence in airing the wrong game!!
So, I called Verizon, and they told me it was the Big Ten Network's fault, that the BTN controls  programming.  This I know is complete {word filter} (and Verizon knows it too).  The BTN provides all games at no extra charge to Verizon and Verizon made the executive decision to only air one game instead of all of them on overflow channels (like most other providers do).  I'm sure the decision is money-related, and it has led to the confusion resulting in the wrong games being aired in the wrong areas.
OK, now I've been lied to by a Verizon representative, so I speak with the supervisor.  The supervisor admits I've been lied to and tells me a "work ticket" is in and the situation will be rectified in the next 24 hours!!  Hello, a game is 3-1/2 hours long.  Even worse, this is an easy fix.  Because the BTN provides all of the games (again, no extra charge to Verizon), it's a simple software fix of switching the feeds, which shouldn't take more than five minutes.
The game is now almost over.  No fix!
So, to review, we've been deceived in that the BTN would be available on time (wasn't available until 3rd game of season), deceived in that Verizon would air all BTN games, screwed over in that they can't even air the right games, lied to by their representatives, and deceived and effectively dismissed by their supervisors.
Customer service is not part of the equation.  We have to start holding these {please keep your posts courteous} accountable. 
Message Edited by CharlotteS on 09-20-2008 02:18 PM

Answer 1

You know Charlotte
It's like this, I just had to chime in. Everytime I have sent an Email to customer support, (Contact Us) it is like an automated system pulls an answer from the FAQ database. If I wanted to hear and answer from the FAQ I would go there. I have never received an answer from what seemed to be a live body. The contact us email address is {word filter avoidance}  or a joke. I love the system but must agree regarding customer service. Everytime I have tried to resolve an issue via Email I must say it's like talking to an idiot! Resolving a billing issue took months. After talking to three different supervisors, the last one I think may have fixed it. I need to wait for this months bill. The last one looked right, but I will need to see if it stays thay way. It is a shame that I needed to threaten them with switching to Comcast since VZ violated the two year Tripple Play agreement I have with them. I see that it is mostly a one way agreement. If you complain and say you are going to cancel because VZ messed up your service agreement, you are told that the early termination charge will have to be paid. If you go to the better business bureau and look up Verizon and Comcast, Verizon is not very far behind them on the number of complaints regarding customer service, and billing.
Message Edited by KaLin on 09-25-2008 09:20 PM