For 25 years I have had two landlines (copper) at my home, they are merged as part of a phone system. Ends in 0509 is our main line, we are broadcast journalists and receive many business calls. Ends in 0532 is our second line, in my wife's name, which has our DSL line. On Friday, October 21, both lines failed. We called a reported both lines. For FOUR weeks now Verizon has sporatically sent repairmen, each only authorized to work on one line (or ticket), and nothing has been repaired. Repairmen did not answer questions-- had little information as to what was going on--and no prognosis. NOTHING is being done. The left hand doesn't know what the right hand is doing. At least two of our neighbors have the same problem. We are in one of the most influencial areas of New York City (10128). Lately I have received several automated phone messages updating me about a trunk problem, and offering to send me a temporary phone. But I have sent it back noting it does not work with my phone system, but the offers keep on coming. Meanwhile, other neighbors are complaining about FIOS problems--something thank God for technical reasons is unrealistic to install in my townhouse. As a Verizon stockholder, I cannot hide my deep disappointment with Verizon--more than four weeks I have been getting the run around.
Here are some suggestions: Communicate with customers -- no custormers, no business. Customer service/repair is badly organized -- sending a repairman out to fix one line when there are several down--probably from the same problem, is ridiculous. Automated responses/service advisories save money but in a crisis they drive frustrated customers away. Repairmen don't talk to each other. Call in off hours and after serveral prompts possibly be able to speak to a Verizon representative in the Philippines who says "we are sorry" "I promise we will fix this."
There is no way to get to customer service--or if there is it is not easy to find.
Just received an email--please take a survey to rate Verizon. What? Don't they know my system has been down for weeks? Oh, will I be refunded--two lines and more than a month and counting? How long will that take?
Please fix my phones NOW!
