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HORRIBLE Customer Service and total lack of communication!!

On the evening of July 21st I lost my internet connection. The next morning I calledand they said they could send a tech out and the earliest they had was on 24th between 8am and 12pm. I said that would have to be ok since I have to go into work that afternoon (even though I was hoping they would have a tech available that day or even the next day!). I asked if the tech would call when he/she arrives because I live in a condo and my door may be difficult to find. They said absolutely and they would make a note of that.

Today, July 24th, I sat around and waited all day for someone to show up.

12:05 - I called to ask what the status was on my tech arriving. I was informed that the tech was currently working on the lines and I should hear from the tech between 1:30-2:30.

2:35 - I called back because I still received no phone call and no one showed up. I was then told that I should hear from them between 3:00-4:00. I informed them that I needed to go to work and that was why I scheduled the appointment for the morning hours. I was told to just wait a little longer because I HAD to be home for them when they arrive.

2:38 - I received a verizon "do not reply" message stating that a tech has been dispached. Hmmm...I was informed twice already that someone was already working on the lines.

4:03 - I had to call again because I STILL did not hear from a tech nor did a tech ever show up. They tell me they are "working on the box" but then tell me that a tech showed up but no one was there. I was sitting home all day! Then they ask if I had any missed calls. Obviously not since I was waiting all day for their call or for them to ring the doorbell. Then I'm told, "Well maybe the tech has your wrong information. Let's check your address and phone number." What a joke! Of course all of my information was correct. "Well, the tech said no one was there." I then told them that the tech is lying to cover their butts because I was home all morning and afternoon. They said they will get someone out their quickly to fix this and someone should arrive soon.

4:37 - I received another verizon "do not reply message stating "repair request has been resolved. thank you for using verizon." I checked and sure enough I still was unable to connect to the internet. I decided to wait to see if someone would show up at my door...what was I thinking!

5:00 - I called AGAIN. They said "It looks like you line is fixed, but now we have to reset and reconfigure your modem. I will walk you through the steps." ARE YOU KIDDING ME!!! If I did not call, how would this have been handled?!

After we reconfigured the modem, I finally had my internet back. However, I asked to be transfered to a supervisor. What a joke that was. I told the supervisor everything and all I got was "I'm sorry. This won't happen again. We will look into it."

I then was transfered to Billing so I could request a credit for the days that I had no internet.

I had to miss work today because of Verizon's incompetance. There was no communication AT ALL. I SPECIFICALLY planned this around my work schedule so I wouldn't have to MISS work. And because of Verizon, I had to call out at the last minute because I kept being told "a tech should be contacting you soon...just wait a little longer."

I am EXTREMELY upset with verizon's customer service. You could really care less about inconveniencing your customers, so stop teaching them to say "sorry for your inconvenience." Between being told "someone is currently working on your lines," to text messages saying "someone is being dispatched," and then "someone was there but you weren't," no one knows what anyone is doing there obviously and all you are doing is trying to cover up your own mistakes.

I am currently looking into a different service provider and will be sharing this with others who are thinking about switching to verizon. This is totally unacceptable. Having to call out of work at the last second made me look irresponsible and incompetant and I lost a day's pay...and all I get is an "I'm sorry, it won't happen again."

What a joke.

Comments

ranatlas

I am sorry to hear about your experience but I am not surprised. I cannot stand Verizon's so-called Customer Service, and trying to communicate with them is a royal pain. When I was trying to get my email account set up, they couldn't give me the user name that I wanted, because they said the name had already been taken, yet the name was mine to begin with! I had to set up a second account with Verizon and settle for a different username. Then two days ago I clicked on a link in one of their emails, so I could try an upgrade to FiOS Quantum 50/25 Mbps Internet for free for one month. I spent a lot of time entering the order online; finally got an order number. Upgrade hadn't gone into effect the next day, so I did a support chat and was told it takes between 24-48 hours. Okay, so now it's two days later, I still don't have the upgrade (in fact, my speeds are slower than ever), I went to their site (which is slow as molasses & has poor navigation) and found a link to click on to check order status. After getting a message saying Order Status is not available at this time, I came back later and it worked. However... the result of checking the Order Status? Verizon does not recognize the Order Number! Message said "Your Order Number and/or ZIP Code do not match our records." This is ridiculous! I have a feeling they botched my order and I'll have to start all over again.

Sorry to ramble on about my experience. I sure hope you will have much better luck with these jokers soon.

ElizabethS

Hello ranatlas

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. Please keep all correspondence regarding your issue in the private support portal.

MysteryB

Yup, absolute worst **bleep** run around ever. I'm in the same boat.

ranatlas

Verizon is trying to resolve my issue privately. I give them credit for that, although I had to jump through a few hoops in order for this to begin to happen. I would suggest posting your specific issue here, and see if you get a response from Verizon.

In the meantime, below are my latest speed test results. I'm supposed to be getting 15 Mbps download and 5 Mbps upload. I'm hoping that things will improve if/when I get my upgrade to Quantum.

Note: www.testmy.net is more reliable than the other Internet speed testing sites out there. It is an unbiased option independent from the Internet Service Providers. Check it out.

:::.. Internet Speed Test Result Details ..:::

Download Connection Speed:: 6512 Kbps or 6.5 Mbps

Download Speed Test Size:: 5.8 MB or 5944 kB or 6087000 bytes

Download Binary File Transfer Speed:: 814 kB/s

Upload Connection Speed:: 341 Kbps or 0.3 Mbps

Upload Speed Test Size:: 256 kB or 262144 bytes

Upload Binary File Transfer Speed:: 43 kB/s Timed:: Download: 7.478 seconds | Upload: 6.144 seconds

Tested At:: http://TestMy.net Version 13 Test Time:: 2013-07-25 10:06:22 Local Time Location:: Buffalo, NY US >> Destination:: Dallas, TX US Validation:: http://testmy.net/db/Yrls7jz.SDYe2WK Multithread Test Utilizing:: testmy.net, dc.testmy.net, eu.testmy.net, west.testmy.net, cloud.testmy.net, asia.testmy.net and west2.testmy.net

Verizon_Support

Good morning ranatlas,

We were able to resolve the issues you had with your service. We did do some extensive troubleshooting to isolate the slow speed issue. Please let us know if you have any more questions or concerns here on the forums. You were a pleasure to work with and our team wishes you a great day.

Thanks again,

Rachel_VZ

ranatlas

Dear Rachel_VZ,

Thank you for your message. I would especially like to give a shout out to Josh B from the forums support team. Josh took the time to call me, at my convenience, to run some tests with me which helped to isolate the connectivity/speed issue with my desktop pc. I greatly appreciate his assistance!

Thanks again,

ranatlas

Verizon_Support

Randy,

Glad we could get to the bottom of the issue and get things worked out for you. Reach out to us anytime you have questions.

Josh B

Tag_your_it

I have had the same horrible experience with Verizon! In fact, I have pages upon pages of notes from when I have spoke with the customer service representatives as well as their "Executive Team". I pay for 50/50 FIOS and most of the time I receive speeds equal to dial up. This is horrible, especially since both my 77 year old mother and I are both disabled and spend most of our time on the internet.

When I first called to complain, they stated it was interference and had me spend hours troubleshooting. I have a neck, back and shoulder injury so crawling around messing with wires and such isn't easy for me nor is having mom do it even a consideration. I also suffer from migraines so I have to go slow and steady when working on things taking frequent breaks due to my health issues. This isn't congruent with the way the technical support representatives want to work; therefore, they'd often get "frustrated and disconnected" making me call back and start from scratch with a new person, which made me even more upset.

They even had me relocate the router about 4 foot, from where their installation representative originally installed it, around the corner onto a different wall, then troubleshoot and call them back if I still received slow results. This relocation took me about 3 hours, I didn't receive employee pay, nor a discount on my bill, nor did it make a difference on the speed. When I hard wired into the router with a laptop sitting on a table 2 foot below it via an Ethernet cord I got close to the 50/50 speed; however, when I disconnected the Ethernet cord without moving the laptop an inch, I still got the slow dial up speed.

When I called back as directed, I was told it was "interference". I asked how can anything interfere that much when the laptop is less than 2 foot away, they couldn't and wouldn't attempt to answer. They simply said, "As long as you can hardware into the router and receive close to the 50/50 then we have fulfilled our part of the contract. We are no longer responsible as far as the wireless as our disclaimer states, "speeds are not guaranteed". I said, "I understand if it's a little slower, but from 50/50 down to 18/5 or somewhere in there is not acceptable and not anywhere close to a little slower."

They apologized and stated if I wanted faster speeds I needed to hardware my home. I asked them to hardware it for me due to them having a monopoly in Garland (Rowlett too from what I understand) and my being a loyal customer for over 6 years. I explained our house is around 1100 ft and I only need 3 outlets(1 in each room), which would consist of running an Ethernet cord to the attic, a splitter to the opposite ends of the house then one end to mom's room, a second splitter on one end to the 2nd & 3rd bedrooms then into the outlets. That wouldn't be that hard or that much Ethernet cord. They wanted to charge an absorbent amount per hour for their rep to do it as they refused to help as a courtesy even though I did all the rest of their job for them.

When I took it to the BBB explaining the monopoly, the wiring situation and even that all I was asking was for them to deliver close to the speed I pay for, they replied back with the disclaimer. The BBB didn't hold them to the contract and actually allowed them to use the disclaimer to get out of delivering the service I pay for. I explained that in Garland, the only other choice we have is Time Warner Cable and due to the monopoly they are only allowed to deliver 50/5 max. No other companies are allowed in the city according to the city (I called the City of Garland to verify the monopoly). The BBB still sided with Verizon. I looked up Internet company monopoly rights per the FCC through Google and this is what I found:

http://www.fastcompany.com/3042895/as-big-as-net-neutrality-fcc-takes-aim-at-state-imposed-internet-monopolies

I pray they bust Verizon and allow other options here as my 2 year contract is in its 2nd year, so not only did my speed slow down in the 2nd year, my price went up AND my battery backup just went out, so now I get the privilege to replace that as well. I called about the battery and this is what happened:

The rep, "Ren" who made me repeat everything twice, told me I'd have to purchase a replacement and could go to a local store and buy one. I explained this is their equipment, so I feel they should replace it. He said they would for a $48.98 fee. I freaked out and told him no. I've been in customer service for over 20 years and know good/bad customer service I asked for his supervisor. He informed me his supervisor would tell me the same thing. I asked him to spell his name then asked for his ID #. He spelled his name, but said he doesn't give out his ID #. I then advised him that I worked in c/s for over 20 years even as a supervisor and know the rules, this is now my 2nd request, I know you get bad marks for supervisor referrals, but I am not giving up so please transfer me. He said his supervisor was busy, so it might be a while. I told him it was a good thing Verizon wasn't my cell carrier as I have endless minutes and can wait all day (knowing full well they get graded on talk time), so again I told him I'd wait. He finally transferred me.

"Josh" came on the line, made me explain to him that my battery backup said the battery needed to be replaced, beeped all night, the battery said it was a GT12080 HG 12V8Ah yet the door said to use only a 12V DC 7Ah. I explained that this battery was the original that came with the unit when installed. I asked which is the correct battery, "Josh" didn't know, I asked him how did they expect me to replace it if they didn't know which one was correct if they didn't even know. He then explained how to disable the alarm that was going off, but said once it's disabled it can't be reactivated. I asked if that was still the case if the battery was replaced and/or the unit was unplugged and replugged. He had to put me on hold to check. He came back online to explain that once you disabled the alarm, it would remain disabled until the entire unit was replaced. I suggested that as a process improvement for the future as that doesn't seem very congruent for the situation. He agreed.

After we went back and forth, he agreed to replace it this one time free of charge. After wrapping up the call he admitted his name was NOT "Josh", it was actually "Max". They give fake names....how do I know he didn't lie about sending the battery free of charge too?

I read through the forum and saw where people disconnected and reconnected the battery to reset it. It worked, now the alarm is off and the replace battery light is off. I won't pay for the battery regardless. This is a crock of bologna, that they lie to their customers! I know in all the big companies I've worked at, if we EVER lied about our names we'd be written up! That is not right. Not only am I already an upset customer who's gone to the BBB in the past, who would leave your company if I had a choice, but then you LIE to me!

So in summation I have a higher price, slower speed, liars as customer service reps and no choice in Internet carriers! I hope Verizon pays Garland, Texas well because I will post this anywhere and everywhere I can to warn people of the monopoly! Garland doesn't care, the BBB doesn't care and Verizon will take your last penny and lie to your face smiling as they do it! What a great city to live in!

ranatlas

To Tag_your_it --

I received an email referring to your post; I assume it's because I had posted in this thread a few times before and I had checked off a box saying to "Email me when someone replies". Anyway, I just wanted to write to say that I'm sorry to hear about your experiences with Verizon. I can relate to your being disabled and having back and migraine issues.

I too, figured out that the company had their customer service and tech people use fake names.

It's a sad shame that the BBB has sided with Verizon regarding your Internet and battery issues.

I had to pay for my backup battery. It was simple to install but I should have questioned them about the price, because $50 is a lot of money for someone who has no income and is waiting and waiting for a Social Security Disability hearing. (I was turned down for benefits the first time so had to appeal their decision... attorney says the court date might be 1 1/2 years down the road... but that's another story.)

When I had FiOS installed for our Internet and phone, the tech put in one "jack" on the 2nd floor (where my desktop PC and router are) during the process and I didn't think to ask during the installation if another jack could be installed on the 1st floor. Well, after the tech completed the installation, I asked him about getting a jack for the 1st floor. I guess had already signed a paper approving the installation, so he said that any additional jacks would cost approx. $100. I wish I would have been told this during the installation, because he would have included another jack at no extra cost. I feel this was totally unfair but I never made a stink about it. Looking back on it all, I wish that I had.

I hope you will get some resolution regarding your issues with Verizon, and I wish you and your mother better health.

[Deleted User]

As this thread is now over two years old, it will be locked in order to keep discussions current. If you have the same or a similar question/issue we invite you to start a new thread on the topic.

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