I've had bad service where I live for three years. Over the past 6 months, Verizon has repeatedly made promises to me that X Y or Z will fix the issue. Call-backs have been promised and not made. I have spend hours and days of my life trying to get them to fix the problem or tell me they can't fix the problem. They agreed to send me a network extender for free. This was more than a month ago. The first one was delivered to the wrong address- neither UPS nor Verizon will take credit for that. The second one was sent to the OTHER ADDRESS on the account, despite going over the correct mailing address 16 times on the phone.
I asked for a return label to be sent to the other address on file so she could return the network extender. They said they couldn't do that. They also will not send me one now because it's "out of stock". They said there's effectively no way for the other person on the account to return the wrongfully delivered network extender. I asked for them to cover the shipping of the extender from her to me. They wouldn't or "couldn't" do that.
The original network extender was supposed to arrive to me on September 28th, ordered Sept 26th. It's now October 31 and I have no extender and no resolution to the ABSOLUTELY TERRIBLE cell service in my location. I've been told to do everything under the sun to "fix the problem" and assured each time that "upgrading my plan" would be the fix, or resetting my network settings would fix it. I've been calling in since JUNE trying to make sure that I can make and complete a phone call in my building. Or outside of it! But ideally INSIDE THE BUILDING because it's 2023 and I shouldn't have to be considering a landline.
Every time I speak to a different customer service representative, I get the distinct feeling they're trained to say whatever will get me off the phone the fastest, regardless of whether or not the problem is fixed. And I've spoken to DOZENS of agents at this point. The new language around "I'm a customer too, I understand" is a nice touch on Verizon's part, but if you hear it over and over again, it's just as fake as anything else their agents are trained to say.
I've dealt with bad cell companies and internet service providers and USPS and Verizon is by far the worst, most bureaucratic company I've ever dealt with. There's no log of how long I've been on a "chat" with an agent. There's no record on my end of these conversations. And there is no resolution.
Short of a free year of service, or a 50% reduction in our plan for the lifetime of our contract, there is no apology good enough to bring back the hours of my life I've spent trying to get a company to do what it's supposed to do.
fvcs, I've sent you a Private Note, so we can look into getting you the Network Extender.
-John
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