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Why can't the Verizon technician make it to appointments?

I recently ordered Verizon Fios and my appointment was 3 days after my purchase on a Friday. That was fine, I didn't mind waiting 3 days.
What I did mind was the technician never planning to show up to my house at all to install my new service.
A little backstory, my appointment was scheduled for 11am-2pm, I waited around, checked the site and my appointment was delayed until 2:45-3:45PM, I was fine with that, it bothered me that I never got a notification from anyone that this was happening, but whatever, I just wanted the service installed.
Now I had to take my mother and younger brother to the airport and the timeframe for the installation would have worked out perfectly if the tech had just shown up at the delayed time. but he was a no show.

So I had to go through 3 reps at the company before the third one told me that she called the tech and he was on his way, he would be here in half an hour.
So he showed up at 6PM, several hours late and I'm inclined to believe he was never going to show up given the hoops I had to go through to even get someone to tell me if the tech was going to show up at all.

Now he put up the new Verizon router, but he also disconnected my internet for my old service provider.
Eventually it got to late and I had to go to my prior engagement so the tech had to leave with the work half finished.

I tried getting an appointment as soon as possible today and you would think that since it wasn't my fault that the tech showed up hours late to the appointment that I would have some priority, today or tommorrow latest a new tech would show up and finish the job so I could have my own internet service provider instead of having to borrow my neighbor's wifi to work(thank you to my neighbor for kindly giving me his password for this)

Instead of decent customer service I get greeted with the new that I couldn't get a new appointment until Wednesday, four days later. Now that was honestly just ludicrous considering the fact that because the tech showed up late I couldn't get my new service installed.

After pushing the rep told me that Tuesday was the earliest that they could send a new tech out, 3 days is still a stupidly long time to have to wait.

Honestly, I'm thinking about cancelling my order and getting my old provider to send a tech out tommorow(which they will do) to fix what the Verizon tech did.

I honestly just don't understand why the tech couldn't show up at the original appointment time or even the delayed appointment time. I also don't understand why there isn't some sort of priority to customers who get screwed because of this.
Does Verizon just give everyone one the same exact appointment time and the technician spins a wheel deciding which house he'll visit first?

Thank you for reading and if you work for Verizon I'd appreciate if you could assist me with getting my new service fully installed within a day.

Comments

tns2

These forums are peer to peer so you will get no official answers here.

Unfortunately this kind of thing is common these days and from many different companies. They no longer staff lots of people, and when problems occur on one job everything gets moved back some times for days or even weeks.

Installs before a weekend are often a problem as some areas of Verizon are not staffed for weekend service.

oldfashioned

And how is that our problem? Seriously and think about it. You're the customer paying for a service, you may have already been taking off from work for a tech to show up and even if it's on or before a weekend, what difference? You've been waiting and waiting for someone to show for an appointment and there is no excuse for a "no call" and "no show" like that. That is incredibly discourteous and I hope I never have to be in that predicament. I am sorry! Problems occur on one job and everything gets pushed back for days or weeks? I don't see how that's our problem. No excuse.

And who exactly is supervising these people? I don't buy it.

somegirl

@tns_2 wrote:
These forums are peer to peer so you will get no official answers here.
Unfortunately this kind of thing is common these days and from many different companies. They no longer staff lots of people, and when problems occur on one job everything gets moved back some times for days or even weeks.
Installs before a weekend are often a problem as some areas of Verizon are not staffed for weekend service.
@questioning wrote:
And how is that our problem? Seriously and think about it. You're the customer paying for a service, you may have already been taking off from work for a tech to show up and even if it's on or before a weekend, what difference? You've been waiting and waiting for someone to show for an appointment and there is no excuse for a "no call" and "no show" like that. That is incredibly discourteous and I hope I never have to be in that predicament. I am sorry! Problems occur on one job and everything gets pushed back for days or weeks? I don't see how that's our problem. No excuse.
And who exactly is supervising these people? I don't buy it.

I don't think TNS_2 was trying to excuse it, only explain it. It's a crummy situation all around.

oldfashioned

I didn't think TNS was trying to excuse it either. Frankly, the whole thing stinks like you said and I was just trying to say that there really is no excuse no matter how you look at it. If there isn't enough manpower, then more technicians should be hired. It just irritates me the way customer service has taken a back seat and in my opinion...in the name of money and cost cutting.

And regardless of the circumstances, there is never any excuse for a "no call" and "no show" for an appointment.

I just don't understand it. There is very little concern about the inconvenience caused to the customer whenever this happens and I have no doubt that it's the same with cable. And believe me, whenever you mention anything about this to any of the customer service reps from 800-VERIZON, all they do is apologize to death. If there wasn't so much time wasted on all of this runaround and drama and if there were better management and people were doing their jobs, we wouldn't be having this conversation obviously.

And I'll add something else. If you look up information on line about why the customer service is so terrible, it's posted and confirmed everywhere, even in business articles, with admissions that there is more concern about pushing more products and upgrades that the customer doesn't even want instead of solving a problem. And I myself agree with what other posters here have said about having to deal with reps who are very rude and others which such heavy accents that you can't even understand them. Or how about dealing with reps who mumble and slur their words together and talk so fast, that you can't even follow them.

None of this shows respect and value for us customers and our time.

sentinelsentinel

Its called overbooking. Most technicians regardless of provider are overbooked on purpose. There are many customers who are not home for their appoinments.(imagine that!!!!) You might have 10 jobs on your route and 5 could be no shows. The tech has to wait 20 minutes onsite for each no show. 1 hour and 40 minutes wasted each day. It goes both ways.

[Deleted User]

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