HORRIBLE service and customer support

[TerryJo1]

We have had Verizon FIOS for almost 2 years now. In June we upgraded to the Quantum package. I have had NOTHING but problems in the past year and a half. I had a tech come out 2 weeks ago for problems we were yet again having with the set top boxes. He told me that in the last year and a half I have had to call customer support 17 times. 17 times really!!??. I have never been offered a credit or anything to make me feel like a "valued" customer only someone they want money from. When I called last time to explain the issue and that I wanted a tech to come out becasue I am tired of sitting on the phone for 2 hours for a band aid fix, the customer service rep told me that the tech would be at my house the next day between 12 - 2 pm. Well that time came and went so I called. I was told there wasnt even an appointment put in the system but they would have someone to me that afternoon by 4. I was also told, by the CSR the night before, that the problems that I have been having was due to "bad wiring" and I should put the wire protection on. I had requested the wire protection when I first became a FIOS customer but of course that wasnt added so I had to pay an additional $40.00 to waive the 30 day waiting period. After all of these problems that are documented I am STILL experiencing DVR problems and there seems to be no help in sight other than an email I received today stating that my 2 year contract is expiring and your bill in going to increase. Well to that I say ENOUGH!!!! I wil be leaving Verizon. It is not worth my time, stress, or frustration. I am sure there is another company out there that will make me feel like a "valuable" customer and take care of our needs. Verizon fell VERY short of that.

[LawrenceC]

Hi TerryJo,

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 for the forum and look at the top of the middle column 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. The title of your post is the link. 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.