First, let me start by saying I am not a person who complain just because I have been charged with a service fee.
I won't complain if the fee is not a huge amount. Sometimes I am charged with hidden fees here and there, but if the amount is a few bucks, I will just pay and avoid the hassel of trying to understand or possibly get a refund.
I won't complain if the fee is caused by my own fault. For example, I overdraft my checking account and I need to pay 35 bucks, that is fine. I am responsible for what I did, no grudge.
I won't complain, if the fee is explained to me in advance. So I get to decide if I am willing to pay or how much I am willing to pay.
That is why I am so angry when I found I was charge for an outrageous $91 dollar fee for a Verizon technician to come to my house to replace a faulty DSL router. Let me start by saying what really bothers me in this incident. I was charged a large amount of fee by Verizon because of one of their problem (the faulty DSL router). I couldn't use the internet service which I purchased for two days because of the faulty router, and I now need to pay for that. There are no other solutions (I spend endless time trying to work out a solution with Verizon support staff online) but to send a technician so the fee is inevitable. And come on, 91 dollars for replacing a Router? If they told me in advance about the 91 dollar technician service fee, I will never agree to buy it and might just simply disconnect the service and switch to its competitor. As far as I know, they can charge me $191 dollars, or 291 dollars and told me afterwards, and I have to pay for that as well?
I sincerely hope Verizon will help me make sense of this charge, help me understand why I need to pay for their problem that affect my purchased service, and why the half-hour service fee is $91, more importantly, why this fee is hidden from its customers. Otherwise, I will file a formal complaint to goverment agencies such as Federal Trade Commission, and Better Business Bureau.
