Dispatch unreachable and technician not answering phone
VZServiceIssues
Enthusiast - Level 1

I have seen several other posts with the exact problem I had today.  You make an installation appointment, get a confirmation email, take time off to make sure the technician can access the property, and the technician never shows up.  After wasting four hours, customers spend several more calling support phone numbers, being told someone will call back or the technician is on the way.  Several times you may hear that the agents are having difficulty reaching dispatchers or the dispatch center, but you rarely speak with someone who is in the same state where the work is to be done.  Nothing logical gets a response.  If the first technician is non-responsive, why isn't the work assigned to someone else who actually responds to the texts and phone calls being placed by the dispatchers?  No one could answer that question for me.

Is a technician going to show up at all on the same day they were scheduled to work?  No one at the company has an answer to that.  Is anyone from this communication company ever going to call back as promised?  I doubt it.  Am I going to rethink continuing to do business with a company that treats customers this badly?  Absolutely.  Time is the one resource that cannot be reclaimed after it is spent.  So far, no one made an effort to salvage the situation after the four support calls placed today.  I've been offered apologies, explanations, and excuses, but I am only interested in having someone show up and get the job done before nightfall. 

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Re: Dispatch unreachable and technician not answering phone
LawrenceC
Moderator Emeritus

Hi VZServiceIssues,

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 scroll down the page to an area titled "My Support Cases". You can reach your profile page by clicking on your name located above your post, or at the top right of this page.

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, you may subscribe to the case. At the top right of your support case there is a gear icon which provides a drop down menu with support case options. Click that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

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