I had issues last month with my internet connection dropping at odd times. I spent a lot of time troubleshooting by myself and using the online tools. Then I called and spent more time only to find out that someone had to come take a look. The onsite technician investigated and told me that likely the splitter in the attic had to be changed. He changed it and got a higher reading on his device for my internet speeds/ping rate and left. All of this took 20 minutes. Happy Customer? No!
Why - you ask? because now I see labor charges for $137 on my bill for two half hour sessions. At no point did the phone technician or the onsite technician tell me that I would have to pay. Calling customer service resulted in my wife being told that this is normal and that we should have known - but how? Isnt Verizon responsible for explaining to customers that anything on their property that needs replacement will be chargeable at a really high labor rate? Doesnt the law require that a customer at least sign paperwork that states they are aware that they will be charged and get a copy of the paperwork, or maybe then Verizon would have to provide warranty for it so there is no paperwork?
I've been a customer since 2008, the last few years have been great and every 2 years I do more business with Verizon...where is the love Verizon? Where are the protocols for charging customers? You cannot just sweep these issues under the carpet by putting a customer through all this and tell them we will take 50% - this is really absurd!
Have other customers seen the same behavior? Or am I the only one?
