Worst customer support, Worst Tech support, Nobody knows anything...Stuck with contract!
GollyGeez
Enthusiast - Level 2

I WAS TOLD THAT I WAS TO RECEIVE A NEW PHONE JACK...ANYWHERE I WANTED WHEN I SIGNED UP FOR NEW SERVICE WITH VERIZON.  BUT WHEN THE TECH CAME TO INSTALL MY NEW SERVICE, IT WAS RAINING AND I WAS TOLD I WOULD HAVE TO CALL BACK TO GET THE LOCATION OF WHERE I WANTED MY PHONE JACK.  (I WORK FROM HOME...SO I GOTTA HAVE A PHONE LINE).  ANYWAY...GUESS WHAT I GET?.. "IT WILL COST YOU 300.00 MA'AM", TO GET A NEW PHONE JACK'.  "We will install one if there isn't one in the house already, but if there is one...you have to use the one thats there already"...SERIOUSLY???  I PAY AS MUCH AS ANYONE ELSE!! THE TECH LIED TO ME CAUSE HE DIDN'T WANT TO GET HIS HAIR WET,  OR HORRIBLY MISDIRECTED BY HIS MANAGER.  HEY FORGET THAT ANYWAY, I JUST WANT A PHONE THAT WORKS PERIOD!  AT THIS POINT I WILL TAKE THE JACK I HAVE...BUT IT DOES NOT WORK HALF THE TIME!!! I WOULD HAVE HAD HIM FIX THE ONE THAT WAS IN THE HOUSE ALREADY IF I HAD KNOWN ALL THIS.  MY PHONE JACK DOES NOT WORK PROPERLY, NO DIAL TONE FOR 3 WKS NOW!!!

I'VE CALLED THEM 3 TIMES AND ITS THE SAME THING ALL THE TIME!  IT NEVER HAS GOTTEN FIXED AND ALL I GET IS THE RUN AROUND!!!   IT'S BEEN 6 MONTHS! I'M STUCK IN A 2 YEAR CONTRACT TOO!  DO NOT USE VERIZON...EVER!  SERIOUSLY, THIS HAS HAPPENED TO ME 3 TIMES NOW...NO KIDDING!!!  

I'm so exasperated and am so angry that companies (ie.VERIZON FIOS) could care less about fixing your problem, and just pass the buck to someone else to deal with.  Your told one thing...but OH NO...they say "sorry ma'am" ..."but you were given the wrong information"...or "thats not my department"...or "let me transfer you, they can help you"............time goes by ON HOLD for 20 minutes, THEN 30, ETC.. to have to explain my problem all over again...THEN TO BE TRANSFERRED BACK TO THE FIRST PERSON I SPOKE WITH.    After 45 minutes on hold, back and forth...I get a tech to come out...BUT ONLY AFTER HAVING TO GET MAD AND THROW A FIT, AND THEN ONLY after speaking to a manager.  

But guess what they come out...there is no problem presently and to change it out anyway will cost you about 200.00+ !!  ARE YOU KIDDING ME?  I'M NOT LYING...THE PHONE JACK DOES NOT WORK PROPERLY.  SOMETIMES A DIAL TONE, SOMETIMES NOT...ITS BEEN 6 MONTHS...THREE TECH VISITS AND GUESS WHAT?  I STILL CANNOT DO MY WORK FROM HOME CONSISTENTLY, BECAUSE MY STUPID PHONE HAS NO DIAL TONE TO RETURN CUSTOMER CALLS, ETC.  THIS FORCES ME TO HAVE TO USE MY PERSONAL  CELL PHONE (not VERIZON, NO WAY!!!!)...THEN MY PERSONAL # IS OUT THERE COMPROMISING MY PERSONAL LIFE.  FIX MY STUPID PHONE JACK, PUT IN A NEW PHONE JACK OR JUST REPLACE THE ONE IN THE WALL THATS THERE ALREADY.  DO SOMETHING, INSTEAD OF TALKING!!  GOOD GRIEF... I'M CALLING CHANNEL 4!!!!!!!!!!!!!!   GOLLY GEEZ!!!!

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Re: Worst customer support, Worst Tech support, Nobody knows anything...Stuck with contract!
KaLin
Khoros Partner
Khoros Partner

Your issue has been escalated to a Verizon agent. 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. Please keep all correspondence regarding your issue in the private support portal.

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Re: Worst customer support, Worst Tech support, Nobody knows anything...Stuck with contract!
Verizon_Support
Customer Service Rep

GollyGeez,

We've had to close your private support case due to non-response. If you still require assistance, please create a public posting in this thread and we'll reach back out to you.

Thank you,

Art

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Re: Worst customer support, Worst Tech support, Nobody knows anything...Stuck with contract!
GollyGeez
Enthusiast - Level 2

Interesting that a response comes at 4a.m in the morning...expecting me to reply within two hours!  People are sleeping then.  Anyway,, if you really want to fix my problem you can email me with a confirmation and a ticket # to replace my phone jack for FREE.  Anytime Mon-Friday from 8-5 will be fine.  You have my address and contact phone #.  Shouldnt be hard.  I will not call you and wait...I will continue to press others to not use verizon until this is resolved.  This time, you will have to work around me to get this done, I've wasted enough time.  FYI, I have a message to Channel 4 News and expect a follow up any day now.  Thanks.

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Re: Worst customer support, Worst Tech support, Nobody knows anything...Stuck with contract!
LawrenceC
Legend

Hi GollyGeez,

Verizon support agents had been waiting to hear from you in your Private Support case.  Instructions on how to access your case were given earlier by KaLin.  Would you like us to reopen the support case for you so that you may contact the Verizon agent?

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Re: Worst customer support, Worst Tech support, Nobody knows anything...Stuck with contract!
somegirl
Champion - Level 3

@GollyGeez wrote:

Interesting that a response comes at 4a.m in the morning...expecting me to reply within two hours!  People are sleeping then.  Anyway,, if you really want to fix my problem you can email me with a confirmation and a ticket # to replace my phone jack for FREE.  Anytime Mon-Friday from 8-5 will be fine.  You have my address and contact phone #.  Shouldnt be hard.  I will not call you and wait...I will continue to press others to not use verizon until this is resolved.  This time, you will have to work around me to get this done, I've wasted enough time.  FYI, I have a message to Channel 4 News and expect a follow up any day now.  Thanks.


I'm a bit confused by your timeline. From what I see (bearing in mind that we seem to be in different time zones):

08-02-2013 12:31 AM - Original Post

‎08-02-2013 06:57 AM - Private Case Opened (Six and a half hours after OP)

‎08-09-2013 08:44 AM - Private Case Closed (7 days after PC opened)

 

At what point did you have only two hours to respond?

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Re: Worst customer support, Worst Tech support, Nobody knows anything...Stuck with contract!
topdog
Specialist - Level 2

Check your contract to see if you are paying for inside wire maintenance(about $6.)   If you are not, then you will have to pay for the phone jack.  Or, You could buy a new phone jack and install it yourself.  I am a 77 year old lady and I can do that,  Perhaps, if you were very nice when you spoke to the representatives, you would get better service.  I have few problems with Verizon representatives, and I love the product.

This forum is for the purpose of getting help from other customers.  It is not a place to complain about the service.  Smiley Wink