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No one buried the cable, no response after 3 tickets.

So no one buried the cable when they installed our service, so now it's been over 2 weeks and 3 tickets of calling up support and being assured they'd make an appointment in 48 hours, having a ticket created and closed without any notification or someone coming to fix the problem.

First time we called, they said they'd set it up so someone would call within 48 hours to set up an appointment. After 48 hours the ticket was closed without any notification or anyone coming to fix it. So I installed InHome Agent, tried inquiring about the status, they assured they were still working, so I assumed that actually meant they were still working on it. Couple days later, I call back support, they said they were sorry they didn't fix it the first time and then go on to assure that someone would call us to make an appointment to bury the line in 48 hours this time. Ticket was closed in under 48 hours again without any notification or anyone coming to fix the issue. So we called support yet again, they apologized again that this wasn't fixed the first or second time and assured that they would fix it this time. We asked if we could make an appointment directly and was put on hold for like 20 minutes and was told they couldn't get in touch with whatever department that was suppose to bury the lines. They then go on and said they'd create yet another ticket and push it in priority and check on it in the morning. So over 48 hours, the ticket closes yet again without any form of notification or fix.

So before I go again into this seemingly futile attempt at actually getting any customer support, is there any number or place we can call or go to make an appointment directly? Cause I'd really hate to have to call customer support up yet again for the 4th, 5th, 6th time, just so they will spout out an apology that they haven't fixed it and assure they will this time but not actually do anything about it.

Comments

[Deleted User]

I'm sorry you are having difficulty. An agent with access to your account will reach out to you directly (by email, private message in the Forums and/or the billing telephone number on your Verizon account) for more information or to help you resolve your issue.

oldfashioned

This always seems to be the problem with any large organization: Diffusion of responsibility! I think that the customer mattered a lot more 35 years ago compared to now-a-days. Sometimes I feel like those "apologies" are fake like they're part of a script and not really sincere. What's the use of the constant apologies if nothing is ever done about it?

What you described is a poor way of starting a business relationship with a new customer.

bardancon

I am also trying to get my FiOS cable bured -- multiple calls, tickets, assurances that someone will contact me within 4 hours...still nothing!!! Seems a shame that a company of Verizon's national status can't complete a simple installation.

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