FIOS update

So a quick update to my Verizon Fios story.
I was really bummed when I learned that the Fios was not going to be a good deal for me to get. So last night, I made one last effort to call them and try to speak to someone who could give me some straight answers.
First I was connected with "Suzy" who had a heavy Indian accent. It was all I could do to understand her. I said, "I hope you can provide me some answers, because I am really confused, and frustrated, and have been getting different answers, rates, limits, and prices via their website." So Suzy, asked me for my phone number (which she should of had, because it's an automated process, but whatever)... so Suzy punches in my phone, and to my amazement, she tells me that I am not eligible for Fios!
me: what?! Then why is it that I have a letter here from Verizon that says it's available, and when I put my phone number into the website, it tells me I am able to get Fios?
Suzy: hold on, I'll try again... pause... Oh, Ok, yes, you are eligible.
me: (not out out: oh, this is just starting off great!)
I proceed to ask her about the rates, and if I can get JUST the fios TV package.
Suzy: Yes, you can sign up for just the TV
me: Then why does your website tell me I can only order the internet/phone package?
Suzy: You must have clicked on the wrong button.
Me: (Mentally, reaching threw the phone lines to grasp her neck in my paws) NO... I did NOT hit the wrong button.
Then I ask her about the other "hidden costs" such as having to purchase a settop box, for an additional $5 a month...
Suzy: No, you do not have to do that.
Me: Then why did your website tell me I did?
Suzy: Um, uh,
At this point, I loose all confidence that Suzy has less of a clue than I do.
I ask Suzy to speak to the next level of "customer support"... Suzy asks "What do you mean"
OMG! You mean, you work in customer service, and you are not familiar with the term "next level"? I say, "well, some companies have different levels of customer service, there is the person you get when you first call in - which is you, then there is either a "level 2" or an "executive customer service rep" or some even call it a "manager" or a "supervisor".
Suzy is now frustrated with me and says "oh, I'll get my supervisor".
I get put on hold for a short amount of time.
Hello, this is James...
YES! I can understand him - no accent! I later learn he's from Texas.
James was VERY helpful to me. He took his time and explained some of the technical questions that I had. He didn't get upset with me asking "dumb questions". He confirmed that Suzy was totally off base on many of her answers.
Bottom line:
The only way Fios is going to save me money, is if I get the total package deal of phone/internet/tv. It will cost close to $115 (if I remember right). So now I just need to sit down, crunch some more numbers, and hopefully I'll be able to save money - and finally rid myself of Comcast.
I am still uneasy about trusting one company, and one thin fiber-optic wire to take care of ALL my communication. IF something were to happen to the service, the wire, etc... I would not be able to call anyone, use the internet, or watch tv. That scares me. But if the price is right... I'll consider it.

Tech Tags: verizon fios comcast customer+service consumerist