file a complaint to the techinician
tigerting1
Newbie

I am a newly customer and I am very upset about my verizon technician experience today. I called last week for my new fio and tv service and the representative told me that the house has already verizon box set up, so I just have to pick up the starter kit and do a self-installation. So on past Sunday, I went to pick up the starter kit which includes a router and some wires. I tried to install it the whole day but it didnt get through, so I talked to one of the live chat representative online and he said theres some problem with the connection between the main to my house and told me to call the 888 technical support number on the next day. So yesterday I called the number and spoke with one of the technical support, he seems helpful and tried different ways to connect the fios but it didnt work. After spending almost an hour on the phone, he decided that a technician will be sent to my home today(thursday) to find out exactly whats wrong. After he said that, I asked him clearly will it be any charge for that. He replied me absolutely no, because you are a new customer so it will not be any charge setting up the service.

Now the issue started today. The technician came in this morning,I explained to him the whole situation and he checked around the house. Till then he opened the verizon box outside my house and found that the wire is not connected to the data plug, then he started telling me that there will be a charge for the service. I asked him how much, he said first there will be $75 for us just to come in, and $99 per hour for the time he needed to fix the wire. I confronted him that when I called in yesterday, the technical support guy told me is absolutely free. Then this technician starting telling me " everything has a cost, it cost us gas and the truck just to come in ur house. For example, if you buy a second handed tool in a market, and when you get home, you don't know how to fix it, then you will have to pay for someone to do it for you." I was mad when I heard him saying that, first, I didnt buy any second handed kit from you, and the only thing I did was to pick up the starter kit from verizon. Plus the most important thing is the guy told me is free yesterday. If you guys would have told me all the fees from day 1, then maybe I will can have better choice and choose another company. He replied me saying you can always call in and cancel the service, they will never hold you up for cancelling.

I was really mad at this time, so again, I called the technical support number from yesterday and spoke to the guy on the line, he then transferred me to customer service lady, I think her name is Becky. I explained the whole situation to her and she sounded surprised that the technician actually said that to me and she requested to speak to technician directly. Over their conversation, I heard the technician said to Becky "they are just being cheap! They want everything for free!" Thats really disrespectful and rude. If everything is being said clearly, I would not be complaining. BUt why one day the guy told me is free, and now this technician is calling me "CHEAP"???? after Becky talked to him, she decided that its free of charge. But I just feel very uncomfrotable with the technician's attitude and the way he even criticize me as "cheap" for sth that I shouldnt even be billed for in the first place. I need an answer.

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Re: file a complaint to the techinician
ElizabethS
Moderator Emeritus

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.

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.

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.

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