I can't even begin to express my frsutration with trying - and trying dillidently - to become a new customer of Verizon Fios.
I have purchased a new home and Fios is available at my address. I spent 90 fruitless minutes in online chat with someone trying to confirm pricing and billing, then finally gave up and decided to call customer service the next day. That was a mistake.
Another 90+ minutes wasted and still couldn't get a straight answer on bundle prices and options. Fine - I went back online and completed the order myself, only to get to the final stage and be given an install date 1 MONTH in the future. 30 days to get phone, TV, and internet installed in a brand new house. Surely this must be a mistake, I thought - so I stopped the process and called customer service back again.
They assured me, in no uncertain terms, that this was just a systems glitch. A problem in the scheduling system - and as soon as I completed the order I would recieve an email allowing me to pick an earlier date. Silly me, I believed them, placed the order, and clicked on the promised link when the email arrived. Guess what? It gave me the same install choices - a month from now.
So - I called back. This time it was close to two hours. At first I was told it was a systems glitch again. Then I was told that there was some sort of "network hold" in my area because the didn't have enough installers. Then I was told the network hold was because they were upgrading the system. Next I was told that the only reason my order was being held up was becasue I was ordering Quantum TV and they were out of hardware (and if I would just cancel my order, place an new order for just internet and/or phone, it would be installed quickly and I could "probably get TV sometime later").
By this point I was well past my tolerence for excuses, obfuscation, and outright lies. I spoke to yet another supervisor (Bridgette, in the Dallas area) who assured me that she had seen this type of thing before and could get it fixed for me. Given that this was 5:00 on Friday before a Holiday weekend, she promised to call me back on Tuesday and have it all worked out.
Guess what? No call on Tuesady. No call on Wednesday. Repeated calls to her "direct number" went straight to voicemail for "customer care".
It's become obvious to me that Verizon has absolutely no interest in having my business at all. Still, I gave it one more shot this afternoon. I spent an hour on the phone, only to be told again that there were no installs happening in my area for the next month. So, I asked to cancel my order. The supervisor said "sure, I'll transfer you to the disconnect deparment" - and then hung up on me.
I find it completely unreasonable to advertise that service is available in an area, and at a certain address - and then expect the customer to wait 30 days to have service activated and installed. I have kids - they have school work. Living in an internet free house for 30 days (while appealing on some level) is not an option.
So, this is my hail Mary pass. Anyone from Verizon here that can help me out? You've got 12 hours. As soon as I get to work tomorow, I'm calling (again) to (try) and cancel my order. I hear DirecTV has a great deal on the NFL SUnday Ticket...
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 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.
We did not hear back from you on your Private Support case. We hope you were able to find resolution to your issue.
If you require further assistance, feel free to make a new post, and we can be sure to look into your issue. As always, we're available for support around the clock.