So disapointed

[hockeymom1972]

I have had Verizon for many years. I was called and offered to upgrade to the quantam. It is a better picture and more stations and all around better service. So we agreed to the more expensive package. The install was in July. I have had nothing but problems since then. I had the first tech come to my home and tell me nothing was wrong and left. I would loose my local staions, the picture was fuzzy, my dvr would not record and the boxes would loose connection to the main box. I called in every month and complained it was not right. They would send a tech to the house who would tell me it was all fixed. It would work for a short time and then it would go out again. I would spend a hour or more on the phone trying to get it fixed. They replaced my boxes 3 times tellng me that would ix the problem. It never did. I put so much time into calling and then more time waiting for a tech to come and fix my issue. I finally got a tech that came out and told me the truth. They just dont know enough about the Quantam. They werer trained on installs but not troubleshooting. How lucky for me. He spend 3 days trying to fox my issue. He had several other techs come to try and fix my issue. They all agreed it was not working and it had to be redone. So I got another set of boxes and of course lost anything on my dvr and have to give up another saturday so they can reisntall. They did a complete reinstall. They said I should not be paying all this money for service I did not receive. I call Verizon to talk about this. Wow is all I can say. I spent over a hour and almost cried. The worst service I have ever encountered in my life. I was transfered to billing. Billing said I have to talk to retention. Retention said I need a supervisor in Billing. Biilling wont give me a supervisor in fact told me if I talk to a supervisor I will not get any credit. Then they transfer me to a Tech the tech has no idea why Im talking to him so they transfer me to Retention. Retention offers me a 15$ credit and to send me new boxes. I give up. Im so disapointed in Verizon. If one person would have just listened to me and not just transfer me. Verizon you have one very unhappy customer.

[LawrenceC]

Hi hockeymom1972,

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. The title of your post is the link. 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. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.