Hello. This is a true story that happened to me and my wife. I want to share because it caused us so much pain, that maybe people can learn from our experience in the future.
On Sunday, 06/16/13, I lost internet at home. I have Verzion DSL High-Speed internet with the extra $15/month for enhanced. This is just one tragic story in a long history of tragedies, but I will keep this as concise and short as possible.
I lost internet services on Sunday. Called Verzion on Monday and spent 1 hour with a technician having me reset my modem every which way. I'm not a high-end user, but I know enough to know that whatever he was doing was not helpful. After 1 hour, I got hung up on. Verizon tech had taken down my number in case that happened, but he never called back. Broken promise. Turns out, he knew nothing. There was an outage in my area and he never even bothered to check.
I called again and spent 20 minutes on hold before getting hung up on as soon as the tech answered.
Internet came back on Monday night, (it was an outage) but now the router is not playing nicely with the modem. Seems like all the resetting etc. messed it up. Doesn't work. Tech support made things worse. Broken promise.
My wife calls several times during the week. Hours on the phone. Time away from work. Time being upset and on hold.
One person says this, another says that. We find that Verizon is not responsible for breaking our wireless configuration settings, and they tell us to contact the router company and pay them tech support. We do some research (on our phones because we have no wireless to share) and go over our data plan with Verizon Wireless (no relation). More money out of pocket, and not Verizon's problem they tell us. Verizon Wireless is not Verizon's problem.
I get a call on Thursday. A Verizon specialist wants to talk. I step outside from work, and tell him (firmly) to please have a manager call me outside of business hours (9am-5pm PST). I was tired of wasting so much time. He agreed, and the next day, Friday, a manager called my wife at 4:40pm. Not me, not after 5pm. Broken promises.
Saturday, I fixed the wireless router issue because I'm a genius, and a Solutions Representative/Manager calls to follow-up on everything. I tell her the truth about everything. She is very sorry. She will make sure to follow-up on this. I feel a bit better. But when it comes to the reimbursement/bill-credit, she can't speak to that. It's a separate department. Billing. They're only open 8am-5pm, Monday-Friday. Days without internet, more days without wireless internet. Money to 3rd party tech support. Money to Verizon Wireless for data overage.
So, the moral of the story is, if you have an issue, don't expect any answers to be given or promises to be held by Verizon. You know how United breaks guitars? Well Verizon breaks promises.
The other moral is that calling Verzino tech support is a bad idea, and if other options exist, consider going with a different company.
