poor customer service

[bobthevet]

I need to vent !! In May we had a problem with the TV so a repairman came out and after a few hours fixed the problem but neglected to turn on one of our digital adapters. We have 2 digital adapters and 2 HD set-top boxes. Per our original contract of 16 years we only pay for the 2 HD boxes the digital adapters are free. Well we didn't discover that one of the adapters wasn't working until 3 weeks ago when we started to be billed for one of the adapters. After calling a third time to fix this I finally thought I had someone to straighten this out. She assured me all would be fixed, adapter turned on and billing removed and because of all our issues I woud receive a $10.00 rebate for 12 months, but the adapter was still not working so I called again and this new rep informed me that the adapter was no longer used so cannot be turned on and therefore I need to go to a HD set box and be charged monthly for it!!! And so today I started calling at 8:45 and was put on hold for 52 minutes and 45 seconds. I hung up and instead of trying the customer service line I asked for the sales...well what do you know I got a real person within 2 minutes....after giving him an earful, (trying not to be too unpleasant but I was furious) I gave him a brief synopsis of all my calls explaining the above and all he would do for me was to waive the shipping cost of the HD even though I was being forced into having to get one. I asked to speak to his supervisor and after 17 minutes on hold I was conected to Mr. Jones (haha) who was no help at all. My contract is up in October and I am seriously looking at all other options. I know I'm just one person out of their millions but I count !!!!!

[MrMatthew1]

Hi bobthevet,

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.

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, you may subscribe to the case. At the top right of your support case there is a gear icon which provides a drop down menu with support case options. Click that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.