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Customer "Service" is poor

Verizon Customer "Service" sucks.  Tonight I spent an hour and 15 minutes on hold, waiting to reach a human to help with an internet "not available" (DSL) problem that went away after 30 minutes.  During the wait time, I used my Verizon cell phone to call for more help.  This time, I chose to speak with Sales.  Not surprisingly, I was connected with a Sales Rep promptly.  I told the Sales Rep that the problem is no longer the lack of internet, rather the problem is the lack of customer service.

After an hour and 15 minutes waiting for Custpmer "Service", I was connected to a human named Frank, in Texas.  Unfortunately, Frank is with FIOS Tech Support.  He cannot help me.  How did I get here? FIOS is no available in my neighborhood.  I have DSL.

Verizon verified my phone number when I first called up.  Clearly they know what services I subscribe to.  Yet I wait on hold for over an hour to speak with a person who cannot help me?  This is abysmal Customer Service.

Don't hate the people.  Frank is just doing his job, dealing with each and every call that comes in, no matter if it took one hour and fifteen minutes to reach him. 

...Hmmm...maybe they could usurp some of those underworked Sales guys to answer phones for Tech Support.

...Just a thought.

When I tried to post this, I couldn't because my DSL cut out again.  I'll just wait...

Re: Customer "Service" is poor
Community Manager
Community Manager

Hi M_Squared,

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 at the top of the middle column 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. 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, 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.