i ordered home phone service through verizon who did not show up on the install date, nor did they contact me in any way to let me know they were not showing up. lost a days work
spent over 2 hours on the phone monday to be transferred ove 11 times and disconnected 4 times, only to have the final sales person do everything she can to resolve the issue-she was great and did everything she could to help me, as frusterated as i was. used up over 2 hours of my cell phone service
she sets the new date, and guess what? go figure....
verizon did not show up again. another day wasted waiting for service-nor did they contact me to tell me they were not coming.
but, i bet if my bill was late being paid my service would be cut off ON TIME!!!!!!
i am done with verizon and will tell as many people and businesses i can that verizon is not the way to go......unless they plan on paying my cellphone bill i am not wasting another minute on my cell or losing any more time from work waiting for a service provider who does not show up or even to call and say they are not coming...(edit)
Im starting to feel the same way with them. my phone is messed up and was supposed to be fixed yesterday and its not. i have 4 kids and now way of calling anyone if something happens. I explained that to them on that **bleep** live chat thing, which is a joke.
every company has these issues
sucks for you guys
hope it works out for you
Bob I have great respect for your intentions. While its true every company if left to itself can have these problems, some solve them, correct them.
Some companies empower their representatives to act across divisional lines in order to get user problems fixed. Verizon does not -- divisonal boundaries appear to be sacrosanct, and newer represntatives don't have the training to fix anything but the most routine questions. Those with the company for years, in the days when employees were not penalized for initiative, will take heroic measures to try to fix problems, others however act as though they have to get us off the line within a few minutes in order to keep their Quality Measures looking good. I.E., given accountability without authority or training to truly act, afraid to admit mistakes, unable to learn (I can give examples but won't here).
Bob, if you have a position where management will listen to you, I recommend you making a case for management improvment based on established ISO standards (start here: http://www.iso.org/iso/iso_catalogue/management_standards.htm). These are guidelines that when embraced as a culture allow companies to gain the respect they deserve for their products and the service they provide. Verizon's old predecessors did a great job with both, but it took serious effort then, and requires it now. Their great products are superior to a number of alternatives, but the current service issues like these are dragging it down. Verizon can do better, and will do better but only if management is convinced that a good reputation requires customer service that gets results, holding service providers accountable in all the levels that word implies.
Taco... these are user forums....
Only those that say EMPLOYEE under their name, have any pull with Verizon
but right on... sounds like you have worked in a call center, before...
The same happened to me. i stayed in the house between 8am and 5pm and nobody came. I heard nothing further from them. I thought, "Well stuff that then, I won't bother with the home phone", then a week later a BILL shows up! FOR SERVICE I HAVE NEVER HAD! I left a voice message for the person who I first spoke to when I set the service up. She didn't call me back. I tried calling the number on my bill ("this number is not in service"). I tried calling the number in the phone book. Eventually I got through, and was "transferred" to "repair". The quality of the phone line was so poor I couldn't hear what they were saying (underwater!), so I kept saying "I don't understand". Eventually I got cut off. Tried the number again, and this time I got to a rep who put me through to "repair". I feel anxious. The word "repair" suggests fixing something that was already there. THIS WAS NEVER THERE! I JUST KNOW they'll put extra charges on my bill; oh yeah, and the bill I did get was for TWICE what the first phone rep quoted me! It was a great disappointment, because the lady seemed so nice and understanding when I spoke to her.
The "repair" representative told me to look for a grey box with "Verizon" on it outside my house. Well, I did not find one. I found a grey box, but it didn't say, 'Verizon". But they must know if they can service my flipping house, right? I mean they've already charged me for it!
I don't have many options here. I have to have a home phone in order for my boyfriend to parole here. Digital Voice is no good because it doesn't accept collect calls. I suppose I'll have to go the way of digital voice if I cannot get a home phone at all, and just hope it qualifies as a "real phone" in the eyes of the parole board. And I'd have to forego receiving calls from my bf. Oh well.
Oh yeah, and while I'm on the phone trying to get landline service for which I have been billed but have not received, THE REP TRIES TO SELL ME INTERNET AND CABLE!!! ARE YOU KIDDING ME??! As if I'm going to pour out MORE money when I haven't even got what I asked for the first time. TOTALLY NUTS! My Comcast internet and TV work fine and never give me any problems. I'd consider switching if the price was good, but only if I knew I could count on the system working. Comcast customer support is really good. They track down stuff for me, and even got back to me once when they made a mistake. The actual lady I spoke to on live chat personally emailed me. How about that Verizon? They've assured my business for the last 5 years, and I've moved 3 times!
OK - I have to stay in the house all day Friday as well now. Hope it's not sunny. Hope they come.
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