I am being cheated out of a month of NO/poor service

[darkjedi4z]

This is ridiculous and horrible customer service by Verizon.  Here's my story that I even told the customer representative that I spoke to, even presented with facts from the transcripts.

Back on December 22, I originally had an internet connection problem with my Playstation 3.  I called in and the rep had me do a hard reset on the router.  Since doing that, the entire internet went down, the internet and WAN ethernet lights were no longer active on the router.  Spoke to another rep because I had a hard time understanding what the previous one was saying and he told me that the hard reset may have done something to the router so he said he would overnight a new one to me, but since it was evening time when I called, he said it would probably ship the next day and arrive on the 24th.  I was even given a ticket number, #{edited for privacy}, BUT I never received an email confirmation which I normally do.

Anyways, the 24th is here and nothing arrives the entire day.  I either called later that night or on the 26th or 27th asking about the status of my router.  I even asked for a tracking number so that I could track the shipment instead of calling in to do so, but the rep said he could not provide one and that router shipments would take 3-8 business days and told me to wait until Monday or Tuesday since it will probably arrive then.  I waited.  Monday or Tuesday came, forgot which day I called again at night to check the status again, rep wouldn't tell me anything, told me to wait this week, 4-5 days.  Waited until just before the New Year I think, called again to check (sometimes I may have chatted, I forget which, I have trouble understanding many of the reps who have accents, my apologies on that), and again asked for a status report on where the router was, but they would not tell me.  Finally the rep mentioned a nearby store and said I could possibly ask to see if I could get a replacement there.  I went to the store the next day, brought my old router there, spoke to one of the store employees, he checked my account, saw that I had a ticket for a router, said because that one was in place, that I should wait for it to arrive and then he took my old router, and I received a confirmation email that the old router has been received.

So I continue to wait, I believe it is the 5th now or around then, and I still have not received anything.  I call in again, a nice lady that I could understand picks up and so I tell her my whole situation.  A big surprise to me, she checks my old ticket number and says it DOESN'T EXIST!!!!  She tells me there was never any router replacement at all and apologizes!  So that was between 2-3 weeks so far of NO INTERNET, NO TV GUIDE service, NO ONDEMAND service, and pixelation of TV channels and lack of service on my 2nd TV on many channels.  The rep says she will do a DropShip replacement router right away and it ships out and arrives on the 7th I believe it was.  (Note: The rep from billing that I recently spoke to has confirmed all this, she has all the transcripts and phone records, I even screenshotted a lot of my chats that I did via phone when I was outside)  I set up the router, and it's the same problem, Internet and WAN Ethernet lights are not on, there is no signal.  So I call customer service yet again, probably almost the 10th time now, and I request a tech to come by and take a look as I feel there is a problem with the connection and not the router, so an appointment is made the next day.

Tech comes by, notices that there is a problem with the connection since the signal is perfectly fine.  He moves the router closer to the main black set box, and says I have WiFi again.  But he needs another router for my desktop computer in the other room and would have to come by again next week to set that up so that I have a hard connection to the internet on my computer.  I already took the day off from work to wait for the tech this day, but I had to work Monday and Tuesday so I told the tech that Wednesday or Thursday would be fine, I would have to take work off again.  Tech was busy Wednesday, so I lost work that day and of course on Thursday when he installs the router and everything seems to be working now.  I FINALLY have a hard connection to my desktop!  The TV guide is back so I finally know what I'm watching, but after he leaves, later that night, the pixelation problems return on some channels on one TV, and the other TV in the other room, probably 95% of the channels have an error and there is no signal at all.  I call to speak to a rep that I can understand, he helps me troubleshoot and takes the time to explain all the technical issues with me and I really appreciate that, it's good to know what may or may not be the problem.  Says the signal is fine, might be something with the wiring or the cable, so he makes an appointment with a new tech guy for the next day.

So now it's Friday, yesterday as I am typing this message, another lost day of work so that I could get this problem resolved.  It is now the 3-4 week mark.  The tech arrives early in the morning, takes a look at the connection, changes a few screws and what not, and a few hours later, the TV signal is back!  Everything is working on both TVs, and I'm finally back at peace!  And now the final nail in the coffin comes where I need to speak to a billing representative about this chaos and loss/lack of service for 3-4 weeks, practically the month of service I pay for.

**It's Friday night, I call up accounting and tell her this story as she reviews my predicament.  There should be recordings of my phone conversations according to the constant notices that "This call may be monitored or recorded for whatever purposes", my chat transcripts should be there, I even screenshotted some of my chats on my phone that I had while I was outdoors.  I was horrified to hear the billing rep tell me that I would ONLY be refunded for 1 WEEK of NO SERVICE!

For some reason, my incident on December 22nd was in the records as having a problem with the Playstation, I told her about the imaginary ticket I received for a replacement router that never came, she saw that there were conversations/records of me asking about the status of my router, I even read to her off my phone the screenshotted conversation I had with a Georin, she sees the evidence but for whatever reason, she says that she can only give me a week's reimbursement, citing the start of the incident at the date when I found out there was never any replacement router with my Ticket #{edited for privacy} ever on record and when a new one would officially be sent to me, with email confirmation.

I have to say, this entire month has been ridiculous, especially with this horrible customer service, from having hard-to-understand tech support the majority of the time that I call in, to having a router replacement disappear or never exist in the first place and finding out 2-3 weeks after supposedly making it, to now being denied practically the month of service that I did not have or had poor service of.  This is not right, it is not fair, for this month wasted, losing work to make sure the tech support guy can fix the issue, paying for a monthly service that I did not receive, and hearing I will only be reimbursed for 1/4 of it?  Who do I speak to to get justice for this, to make a wrong right?  Time Warner Cable at least as a store that you can exchange a piece of equipment on the day you go there, why doesn't Verizon have this?  I wouldn't have had to wait 2-3 weeks for a router that never came.  I feel like I should at least be reimbursed for the entire month of poor service, both technical and customer, and headaches I had to go through to finally get this problem received.  This is not right.  This is not fair.  Probably the worst customer service experience I have ever had.

[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 here on 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.

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