Please set up a support case for me

[windihallz]

Hi,

I am having an issue with my Verizon service and have spoken with tech support (for hours) and also spoke with a customer service rep today...  I am so unhappy with the service I am receiving.  I was trying to find a place to give feedback or file a complaint and happened upon this forum.

From what I gather, in order to speak with a Verizon rep through this I need to go to my profile and click on my support cases.  That option is not showing up under my profile.  Can you please set up a case for me so that I can try to solve this problem???

~ So unbelievably frustrated right now!!!

[LawrenceC]

Hi windihallz,

Can you please describe the issue you are having?

[windihallz]

We had a DVR issue that hopefully will be resolved today because a new box has been delivered.  My problem is that I called customer support to see if our bill could be adjusted for the incovenience we have experienced over the past couple of months, and this resulted in a $3 credit to my account.  This credit was based on our maintenance ticket and only for our DVR service.  I explained that we've had problems with our DVR for a couple of months and requested a new box 2 months ago, but this request was not processed.

This weekend we made 3 seperate calls to support and spent literally 3 hours on the phone in total.  We have lost the DVR recordings that we had saved.  In addition, we lost the use of one of our TVs on Sunday (it was working when we called support) and won't have that up and running until the new box is put in place (hopefully tonight).  The TV/box was working when we called this weekend, but the DVR was having issues.  After our multiple calls the box wouldn't work AT ALL.

I don't understand why a customer service/retention credit can't be given to try to make up for our frustration and inconvenience.  I personally get paid $45/hour and feel as though I worked for Verizon for 3 hours on Sunday (I'm ignoring the fact that it was Sunday so I should get double time...).

The customer support rep on the phone just kept saying that she could only refund the DVR portion of our bill for the days that the help ticket covered.  That's it.  I asked for a supervisor or someone who could make decisions regarding credits to customers and she said she was the person to speak to.  I asked if the issue could get escalated and basically was told no - calling support was my course of action and the credit was all that could be done.  I explained that my husband wants to just switched to Comcast because he's disgusted with Verizon's service and asked if there is any kind of retention program - she said no.

This is my last try to get some sort of good faith adjustment/credit/something!!! from Verizon.  Otherwise I'm sure my husband will be switching our service this weekend...  I'm sure that once we switch back to Comcast (we had them years ago) we will receive all sorts of offers from Verizon - why can't we be given one of these things now???

[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 for 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.

[Verizon_Support]

It was a pleasure assisting with your issue, windihallz. If you need any future help with your Verizon service, please make a new post here on the forums so we can assist.

- Joseph_VZ