Unacceptable Customer Service

[PerryG11]

13 year Verizon Customer.  Lots of money paid to Verizon over 13 years ($180-200 average X 12 months X 13 years...do the math)  

Recently upgraded to a faster internet speed, however, new equipment was req'd to be installed.  I took off a day of work for the Appointment which I set up for 10/10/17 between "10 am and Noon, but technician will call if they are running late".  On 10/10/17, Noon comes and goes, and I call Verizon at 12:30 pm.  "Technician running late, he'll be there between 1 pm and 5 pm.  He'll call before arriving".  No phone call (I gave both home and cell number), no text, no communiciation whatsoever from Verizon or tech between 1 pm and 5 pm.  I call back at 6:00 pm.  Verizon Rep apologizes profusely, and says "I'll contact Dispatch, a tech will contact you within an hour, and they'll be out this evening"  additionally, Verizon Rep says "I'll personally follow up on this in one hour and make sure they are doing the Install".  I said I honestly don't expect a call because of the trend I've seen throughout the day.  (and maybe with Verizon in general?)

Sure enough, the trend continued, absolutely ZERO contact from Verizon that evening.  I call the automated number and a recording asks me to set up a new time/day.  First available is 3 days from now.   Great.  Nice Job Verizon.  Way to treat your valued longtime customer in an extremely poor manner.  So I've missed a day of work and absolutely ZERO was accomplished, as I have been home all day 'waiting for the Technician'.  Thanks Verizon.

And Verizon is in the Communication business????   I think I'll go with Comcast next time.

[kh-gary]

Hi PerryG1,

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 scroll down the page to an area titled "My Support Cases." You can reach your profile page by clicking on your name located above your post, or at the top right of this page.

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