I recently signed up for the 5g home internet. One of the promotional elements was free wifi extender. When I received my first extender the factory seal was broken. I talked to several IT friends and they said... and I quote, "I wouldn't put that on MY network!" Since they said that I won't. I asked verizon to replace it. They did.... with one that was not compatible! I asked for THAT one to be replaced and replacement seal was broken as well. I asked for a FOURTH one... guess what? That one was unsealed also. I have since come to learn that they are sending out used or warranty replacements to new customers. I do not care that it is used... what bothers me is they "say" they check them before they send them back out.... WHY NOT RESEAL THEM?
I've made 10+ calls about this and each time it is OVER an hour. Sometimes they say they'll call you right back... never happens! Sometimes they just hang up on me. I have received callbacks DAYS later after I've called back and escalated the issue.
Home internet customer service is without a doubt the worst I have ever dealt with. They keep telling me they will send a new extender and I get used. Managers have put notes on the picking order slip and that has been IGNORED. THAT is the failure. There is no accountability for not listening to directions and then the customer has to go back to square one. If I had known it was going to be this big of a problem I certainly would have chosen a different provider.
