Customer Service scheduling experience

[annemd123]

I have never had such terrible service or customer service from Verizon in my life, and this may be enough to discontinue service (same reason I got rid of Comcast).  I have had Verizon Fios TV and Internet service since April of this year, and a couple months ago, I noticed the programs on TV were freezing, as if it were skipping a couple of beats.  For a sports fan, this is by far just annoying.  I used the Fios Mobile app to try and troubleshoot the problem on my own, but the issue remained.  I have 2 brand new TV's, and the issue was happening on both TVs.

I finally decided to contact Verizon support to see how I could get this problem resolved. I used Verizon chat (since I was at work) to try and work it out, but they insisted that I be at home in order to be able to troubleshoot. Ok, fine. They asked for a contact number and time that would work for me, and so I proceeded to give them the information.  That evening passed 6:30pm, which is the time I gave them, and no phone call.  The next morning, I got back on Verizon chat and they connected me with a supervisor. I had to restate EVERYTHING again to a different person, and as I was at work again, they said they would call at the time I gave them.  I was promised by the Supervisor that this would occur this time.  I reiterated that I was promised the day before and I didn't hear a word from Verizon.  That evening passes, and just as I anticipated- NOTHING.

Here's the kicker- THREE DAYS LATER, I get a call from Verizon (appearing as a number from Russia), asking if the issue had been resolved. WHAT?!? ARE YOU KIDDING ME? Of course, it has not been resolved- your customer service followup is ATROCIOUS! The agent who called me has me perform a series of tasks to troubleshoot.  I kept having her repeat herself because I cannot hear her well and there are obvious interactions occurring where she is- it was noisy.  After the troubleshooting steps, the issue persisted and she said that she would send someone to look at it.  At this point, I was already on the phone for 35 minutes.  She kept telling me to hold as she was looking at available dates.  10 minutes later, she is still unable to set up an appointment. I told her that I could not hold on anymore and to give me a date and timeframe service would arrive.  She finally did.

OH WAIT... then she calls back. She said that the main Set Top Box has an issue and it would be replaced.  How come that wasn't addressed during the almost hour long phone call? I asked if both boxes could be swapped out since they both had issues, and she said she was unauthorized to do so.  I asked if a manager could connect me to a manager and she said that they were only available through chat, and I asked to have a manager call me and she hung up.  It's no surprise I have not heard from a manager. I wonder if I will even receive this replacement box....

This is the biggest headache, and all I want is good TV service.  Isn't that a fair expectation paying $100+ a month? What's the point of premium channels if the service is interrupted?  and the saddest part is that I can't get anyone to help me... What a shame that Verizon has reached such lows in customer service... I wouldn't have ever anticipated this, and had I known, I would've chosen a different provider in April.

[ElizabethS]

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.

Please go to your profile page here on 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.

To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".

Please keep all correspondence regarding your issue in the private support portal.