Not typically one to post on public forums, but given the sheer inability to get some reasonable assistance or consistent communication, resorting to this now.
Having been a Verizon Mobile customer for decades, was looking forward to finally being somewhere that has Fios as an option. We scheduled an install for this past Saturday, window of 1:30-3:30pm. At 11:45am, technican calls and leaves a vmail saying that he's running ahead of schedule, and asks if 12:15 would work isntead. Unfortunately, that time being an hour ahead of our scheduled time, we would not be able to get to our new home by that time. We texted to say sorry no, we need to stick with the original scheduled time and we'll be there by 1:30.
At 12:38, we receive a phone call from Verizon Support telling us that the technician was running BEHIND, and asked if 4:30pm would work for us instead. While not optimal because we are not yet moved into our new home, and needed internet to do work - we agreed on the basis that they could guarantee that our internet would be installed that day. At no time were we told that we were being rescheduled for a new window.
Upon checking our email, we discover that we have been rescheduled for a window of 3-5pm. While not great, we figure we would wait a bit past the stated 4:30pm. Eventually, we call Verizon Support, and after going in circles with their automation bot, finally get to talk to somone who says that we're the next job for the technician, and he should be there by 5:30pm. We ask that the technician call/text us when he's on his way.
At 5:32pm, we have heard nothing. So we call Verizon Support. Again goes in circles with their automation bot, which then after putting us on hold, says that it can't help and hangs up. So we call again, and this time reach a rep whose first response was that they couldn't do anything. That the tech would come. And due to VERIZON rescheduling the installation window without informing us that that's what they were doing, every rep kept saying oh, your order window is 3-5pm, when it was actually 1:30-3:30pm. Finally we get escalated to a supervisor, who informed us that they would contact the technician to figure what was happening and would call us back. It was now 6pm. Mind you, we have been waiting at our new home where we are not yet moved in, so we are unable to do work without internet and hadn't had dinner because we were told that the tech would arrive at any point.
Around 6:30pm, tired of the automated bot circles on phone calls, and talking to reps who frankly sounded annoyed, tired, and kept saying they couldn't do anything - we decided to use the chat functionality. We get transferred. After being on that chat for ONE AND A HALF HOURS, we were never told what happened to our original installation order, and instead were told that "Your installation is scheduled for Wed, Dec 11th and your technician will arrive between 8-9am." At no point were our questions addressed, no apologies were made for all the mess of a day Verizon caused or that we would be without internet for an additional 5 days. We agreed to this seeing no other option, and acknowledging that frankly, it was too late of an hour to reasonably have a tech come out and do an install. So around 8:30pm we finally got to leave, eat (because again, had been constantly been told that tech arrival would come and we didn't want to be eating when they arrived and not available), and go home to do work. We lost a full afternoon and evening just waiting and trying to get some comms from Verizon support.
Now at this point, we were going to take a breath and just go with it. BUT today, we get multiple emails. One of them says "good news - your ticket has been closed" Another congratulates us on our new order and tells us to review it. (?????????) And yet another tells us "Thanks for rescheduling your installation to a time that works better for you." ....but the time is now 1:30-3:30PM on Wed, Dec 11th instead of 8-9AM, which 1) no one called/texted/emailed to ask if that change in time would work and 2) that changes from losing a half day of work time to a whole day because there's no internet there. The level of incompetence in communication, the inability to listen or acknowledge changes and mistakes that were made by Verizon is unbelievable. Frankly expect better of a company of this size.
we expect that you honor your commitment to have a technician at our place at 8-9am on Wed Dec 11th to install our internet (especially after failing to meet any of your original commitments to 1) arrive between 1:30-3:30 pm on Sat, Dec 7th, 2) to arrive by 4:30 pm on Sat, Dec 7th and that we would have our internet installed by Sat, Dec 7th, and 3) to have a supervisor call us back with a status and time update for the technician on Sat, Dec 7th. If this commitment is not honored, we may have to seek compensation for time and wages lost due to your inability to meet your commitments and provide honest communications.
