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Horrible Service and bad feelings

I am petrified at how bad the customer service is. I have worked in customer service for years and I definitely can do much better then what I have had from Verizon so far. It has not even been a month since I got Verizon highspeed and voice, and I have had more problems and issues than I have had with any other company. I moved to a new residence and thought that since the previous tenants had DirecTV I would switch companies and try something new and had Verizon add internet and phone. What a bad idea that was. Now I know that I should have stayed with my previous company. I had a technician come to my house to fix the issue I was having with the connection. I called various times to verify the whereabouts of the tech and he never arrived. To my surprise, the last rep I spoke to said that the tech closed my ticket and ruled it as a false call. I was furious and had them open up another ticket. I needed this done at the earliest convenience because I was about to start a new at home based job the next day. The technician never made it on time and did not even fix the issue. I could not log in to my training session and ended up LOSING MY JOB. I spoke to a representative to see if I could receive a letter explaining what had happened and he started writing the letter but hung up on me. Then I called and got another representative and she emailed me the letter but it was written poorly and unprofessional. I have not been able to get my job back. Now I am having issues with the speed of my internet and I was not helped either. Now I have a huge bill for I don't know what type of service I am receiving. Which I should be receiving some type of credit from all the issues I have been having that have not enabled me to enjoy my service properly. Now I am regretting the decision I took in changing my previous company. Now I know better and the damage I incurred will not be able to be fixed.

Comments

CrystalT1213

I have tried to get in contact with someone who can help with every issue I have had with this company so far but was unable to get in touch with anyone. If anybody knows, I would greatly appreciate the help. Thank you.

ElizabethS

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.

Verizon_Support

CrystalT1213, we have been working with your account but have not had any updates from you despite multiple requests for more information. As of now we are closing your Private Support Case. If you have still need help with the service please make a new post and we will be happy to assist.

-Adam_VZ

Verizon_Support

Hello CyrstalT1213,

Unfortunately due to non response we will close the private thread. If you still need assistance with phone service or ever need help with anything else, please let us know in a new public post.

Thank you,
-Jeramy

leilanilujan

Apparently Verizon doesn't think it's important to be notified that someone has replied to your private support case because mine has been closed and forgotten about SEVERAL times. I know nothing about it until someone replies to my PUBLIC thread. Maybe it's about time to reconsider your notification settings, Verizon. You can't honestly put the blame on the people crying out for help for non-response when they have no idea you've given them anything that calls for response.

Such a sneaky business.

smith6612

@leilanilujan wrote:
Apparently Verizon doesn't think it's important to be notified that someone has replied to your private support case because mine has been closed and forgotten about SEVERAL times. I know nothing about it until someone replies to my PUBLIC thread. Maybe it's about time to reconsider your notification settings, Verizon. You can't honestly put the blame on the people crying out for help for non-response when they have no idea you've given them anything that calls for response.
Such a sneaky business.

"Subscribe" to the Private support thread and this won't be an issue. It's not a Verizon thing. They inform you to check the thread they open routinely!

ElizabethS

Smith6612 is correct. At the top of your support case there is a drop down menu for support thread options. Open that and choose "subscribe".

Please do that now, as I have re-opened the case and an agent is waiting to respond to you.

leilanilujan

Oh okay, so I have to SUBSCRIBE to something that should already be something I'm notified on because it's my account and my money.

That's the most ridiculous thing ever in the world to me.

TheRaider

I too am experiencing very bad service and bad feelings. I called on Tuesday because I have been getting disconnected 20 times per day. The person I spoke with said that someone from tier 2 tech support would call me within 24 hours. The next day, 24 hours later, no one had called. I called back and was told someone would call me from tier 2 within 24 hours and they never did. When I called back the next day I was told I was past the commitment time and someone would be calling me the next day.

Someone called me from the local office this morning and said they had moved me to a less busy block and that it should fix the problem. It didn't. I have been on the phone with support now for an hour, waiting while Krisna tries to get a hold of someone from the intermittint team. This is terrible service. Also, when I called on the second day, the first rep I called ask me to hold and then hung up on me.

How can I get this resolved?

[Deleted User]

Hi TheRaider,

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 at the top of the middle column 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.

TheRaider

Thank you. I used the chat option and spoke to a rep that said she would send an email to the Presidential Appeals team to monitor my ticket. I have a tech coming out tomorrow, so hopefully it will be fixed.

Should I still use the link for the private board?

Thank you for your help.

ElizabethS

Yes, you should keep all posts and information on the private support board.

Verizon_Support

Hello TheRaider,

Unfortunately due to non response we will close the private thread. If you still need assistance with your DSL or ever need help with anything else, let us know in a new public post.

Thank you,
-Jeramy

Verizon_Support

Hello TheRaider,

Unfortunately due to non response we will close out the private message. If you have any more issues connection you can contact the rep directly. If you ever need help with anything else, let us know in a new public post.

Thank you,
-Jeramy

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