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Customer Service Complaints
leetcowan0
Newbie

This week I had the worst experience I’ve ever had with any company. So much of my time has been wasted and it has been very stressful. I pay for Verizon Fios Internet (100/100) and have had this service for about 5 months at my home.

 

To summarize, a Verizon technician unplugged my service in order to plug in service for a different customer. I was home at the time and saw the technician working across the street but did not realize that I no longer had service until after he left. I set up 3 separate appointments for a technician to come out to fix the problem but with all 3 appointments, no technician ever showed up. In order to get a technician to come to my address, I had to drive to a Fios store and call a direct support number. I have spent at least 10 hours on hold, at least 5 hours waiting for a callback, missed 2 and a half days of work, spent three days without internet, etc. Below details what happened on each day and then my summarized complaints.

Tuesday (2/18):

A Verizon technician is parked outside of my home at noon, working on the lines/telephone pole across the street. Later that day, I no longer have internet service and my router shows a “red globe.” I call tech support and the representative could not resolve the issue over the phone, so we schedule an appointment for a technician to come out on Wednesday (2/19) at 12:00 – 2:00 PM.

Wednesday (2/19):

A technician does not show up to the appointment. I call tech support and the representative says that the technician visited my home at 9:00 AM and that the customer(s) said they did not need service (or something along those lines). I inform the representative that that is incorrect. The representative calls the technician supervisor in my area but the supervisor does not answer their phone. The representative then said that she would call me back in 15 minutes once she heard back from the supervisor. After two hours waiting, I call tech support again. This time, the representative gets a hold of the tech supervisor and it is revealed that a technician put information into the wrong ticket (information was put into my ticket instead of an earlier ticket for a different customer). Realizing the mishap, the representative says they will schedule an appointment for a technician to come out on Thursday (2/20) at 2:00 – 4:00 PM.

Thursday (2/20):

A technician does not show up to the appointment. I call tech support and explain the situation. The representative sees the information about the technician “visiting my home” at 9:00 AM on Wednesday (2/19) but sees no information about it being incorrect. Also, they see no records of an appointment being setup for this day (Thursday 2/20). They said they will call the supervisor and I’m put on hold. At least 30 minutes go by and I’m still on hold. I hang up and call tech support again. I get a hold of another representative and explain everything yet again. This time, they call the supervisor (or they call dispatch, I don’t remember) and get back to me in a reasonable amount of time. The representative then says they will schedule an appointment for a technician to come out on Friday (2/21) at 10:30 AM – 12:30 PM.

Friday (2/21):

At 11:30, there was no sign of a technician coming so I decided to visit a Verizon Fios store. The guy there gives me a “direct” phone number to call. I call that number and I was able to sort things out. The person on the phone said that the tech support representative on Thursday did not change the date correctly when they tried to schedule the Friday (2/21) appointment for 10:30 AM – 12:30 PM. So, we reschedule for Friday (2/21) at 2:00 – 4:00 PM. I leave the Fios store and get home around 12:25 PM. At 12:29 PM I receive a call from a technician saying he is available and can come over now (instead of 2:00 PM), to which I happily consent. He gets here and I explain the situation. He tests some things and then confirms that my connection was unplugged from one of the “ports,” inside the box on the telephone pole.

 

Complaints:

My first complaint is with the technician who unplugged my service and did nothing about it, knowing that I would not have service thereafter. If this is general practice with Verizon, please change this. Otherwise, please review the technician's actions. My second complaint is with the technician who mistakenly put the wrong information into my ticket. My third complaint is for the general incompetence of the customer service representatives and the system itself. I knew what the problem was, I explained everything to everyone, yet after talking with at least 8 representatives, nothing happened. I had to bypass that entire system and obtain a “direct” phone number in order to get a technician to come out. Something so grotesquely simple required the better part of my time for 3 days. I am just disgusted with Verizon and cannot believe they’d subject their customers to something like this.

I don't know who to speak with or how to give this information to Verizon, so I am posting it here.

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Re: Customer Service Complaints
LawrenceC
Community Manager
Community Manager

Hi leetcowan,

Your issue has been escalated to a Verizon agent. Please check your Private Messenger Inbox for a message from a Verizon Support agent. You can find your Inbox by clicking on your username at the top right corner of this page and then clicking the envelope icon that appears at the top of the menu. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.

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