I recently upgraded my Fios service internet speed & ordered an extender to help improve the signal in the upstairs of my house. I was charged immediately for my new extender & for shipping by Verizon and waited several days for a shipment notification but rec’d none via email or any other means.
So I decided to contact customer service to find out what happened & was told that my extender was never ordered so they would order it now & send me a confirmation. I thought the matter was resolved but after waiting several more days & getting nothing from Verizon - no confirm, no device delivered, I decided to try chat & got connected to Linda , who never introduced herself & only gave me her name after things went very bad & I specifically asked for it. Long story short I found out my extender was sent out - to some unknown address in NY, I live in PA. After telling Linda that I wanted it resent to my correct address she told me she couldn’t do that & an investigation will be opened for this to resolve things. I said how does that work & how will I be kept informed- she explained that “ Tier 2 “ is working on this now, whatever that means & that all I had to do was wait - yes WAIT WITH ZERO COMMUNICATIONS FROM VERIZON ON RESOLUTION.
so now 4 days later I am still WAITING & have heard nothing while my bill for this extender is due now & yes Verizon told me I couldn’t cancel my order until after the investigation is over. So I have to pay for something I never rec’d & can’t cancel - now that’s a great customer experience for a customer of Verizon that’s been using their services for over 15 years.
I decided to post this as I wanted to share my experiences & my total frustration with this company. My issue is still unresolved, no one has contacted me & Linda & Tier 2 support think this process is just fine.
simply amazes me ……
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