Good Afternoon,
I just finished speaking to a supervisor regarding my fios account. I cannot begin to tell you how upset and disappointed I am with the lack of customer service and empathy. I recently switched to fios in September 2020 (I am also a wireless customer as well). I placed my order with an agent on August 11th with a set up date of September 10th. As a new fios customer, I was told that I would be receiving an Echo Show, Ring, and 4 100 gift cards. I even took a screen shot of that portion of the conversation. I have since received/in the process of receiving everything with the exception of the last 2 gift cards. Since I have chatted with an agent this past weekend who was very helpful. They gave me the email for customer service and asked that I call in to speak with agent. He would make notes on the account so that I wouldn't need to explain everything all over again.
Today, I asked to speak with a supervisor to rectify my account and the supervisor stated that it was in my contract what I was receiving. Although I do understand. Why would the agent tell me this in the beginning. Its not about the cards. Its the principal and morality of bringing on new customers. The supervisor couldn't be bothered to even look at the picture that I emailed. I felt as if I brushed off. The conversation was too boring for him or he was engaged in other emails as our conversation was taking place. I realize that we are all going through a difficult time. But this would be the time where customer service, support, empathy and morality should be at their best. I really hope your company really does monitor phone calls because this supervisor can really take away a lot from this conversation.
If you would like to forward you the email previously sent, let me know. The phone conversation took place on 11/24 around 1:10 pm.
Thank you for your time
You're talking mostly to other users here. Verizon Executive relations might be able to help you.
https://www.verizon.com/about/our-company/leader/contact/916673
THANK YOU!!!!!!!
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