Complaint

[greenguy1]

I couldn't find how to email/contact you about this via the website, so I'm posting it here for all to see.

Verizon repair ticket #{edited for privacy}

My internet went down around 7:30PM Tuesday 3/6.  After about 90 minutes of trying everything the automated system told me to do, then waiting on hold for a tech, and trying everything he told me to do, I was told the next available appointment to have someone come out was not until 2-4PM Thursday 3/8.  Needless to say, I was NOT happy about being without internet for the next 40+ hours.

I was reminded of the appt via text at 8:08AM Wednesday, asked to confirm the appt via text at 7:16PM Wednesday, and then again reminded of the appt at 11:03AM Thursday.

4:00PM Thursday came and went with no further notifications.

The technician called me at 4:25PM & was very apologetic, informing me that he was just then notified about my appt.  He was about 15-20 miles away & arrived around 5PM.

So I made the appt, was reminded about it THREE times, and then you basically no show?  Why wasn't I contacted to let me know you were running late?  I did check the repair status via the website a little after 4PM but there's no way to easily/quickly contact you from there (don't tell me I should have called in - you ever try calling 1-800-VERIZON and actually speaking to a human being?  It's tedious to say the least)

This message would have been much angrier if not for your technician Tom, who was kind, courteous, professional, informative, and extremely apologetic.  You can thank him for me not moving to Spectrum after the repairs were completed.

[KH-OrnEsh1]

This issue has been escalated to a Verizon agent.