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Contributor
WaveDad
Posts: 2
Registered: ‎10-01-2011

How to file a complaint with Verizon customer service

I cannot figure how to file a complaint, either WITH Verizon customer service or ABOUT Verizon customer service. The online "help" is designed to prevent actual interaction. Here's the problem: We recently ordered FIOS cable, but (1) Verizon apparently had no record of who the installer was (the one who spent several hours on my property and inside my house), then (2) it was clear that the installed box was defective (warned it was overheating and wouldn't record). When one of us managed to get through to a "live"customer representative, that person neither knew who the installer was nor would dispatch anyone else to deal with the problem -- about an installation the day before! When the installer later called for followup, he indicated he couldn't give us his phone number and he couldn't come back out to replace the defective unit.

 

Instead, Verizon could "only" ship us a new unit and have us re-install it ourselves. So, OK, it showed up in a few days and I managed to replace it myself, but now Verizon wants to claim that it's MY responsiblity to box up the old unit, find a UPS store, and return it -- when (a) it wasn't MY problem in the first place, (b) I clearly did NOT choose self-installation, and (c) it's both a hassle and expense for me to do anything with the defective unit.

 

But I cannot find a clear, convenient way to express my frustrations and dissatisfactions with Verizon, either by phone, email, online chat, or otherwise.

* I cannot believe Verizon would license an installer onto a customer's property without being able to identify to the homeowner exactly who that person is.

* I cannot believe Verizon would simply dispatch a new unit and expect the customer to install it WHEN IT WAS CLEAR THAT THE UNIT WAS DEFECTIVE ON THE DAY OF INSTALLATION.

* I cannot believe that Verizon makes it virtually impossible to register a complaint about its service.

 

But perhaps someone here knows how to deal with Verizon customer service. I would appreciate knowing how to do that. While I haven't had FIOS long enough to comment on it as a cable product, and while the installer seemed competent and honest to me, everything else about this transation has made an EXTREMELY dissatisfied customer. I would think someone at Verizon would be interested in knowing that.

Employee
Anthony_VZ
Posts: 3,220
Registered: ‎02-24-2011

Re: How to file a complaint with Verizon customer service

I am sorry to hear about your experience this far. I'm not sure what was told by the agent on the phone, but we are concerned for our customers and want to make sure they are taken care of.

 

1)We can pull up the tecnicians record who did your installation, but for privacy purpses to the tech can only provide to you their first name.

 

2)Many customers prefer us shipping replacement equipment when defective. They dont want to wait around for the technician to show up during an appointment window and they can easily hook it up themselves. This is purely optional though. If a customer does not want equipment shipped, we will gladly send a tech.

 

3)There are many avenues to register a complaint against the Verizon service. I have sent you a private message to get more information from you.

Anthony_VZ

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Contributor
WaveDad
Posts: 2
Registered: ‎10-01-2011

Re: How to file a complaint with Verizon customer service

1. I don't know what "privacy purposes" Verizon could possible have in mind, but being unable to tell me EXACTLY who has spent hours on my property and in my home strikes me as a serious breach. So, I would appreciate knowing exactly what "privacy purposes" the Verizon lawyers have in mind. I also have "privacy purposes" and I feel that they have been entirely ignored. And from my conversation with my wife, it seems abundantly clear that the Verizon customer representative could not even provide a first name for the installer because the paperwork hadn't been filed yet -- the day AFTER installation. Wouldn't Verizon know exactly who is doing the installation BEFOREHAND? And why would Verizon then make it impossible for the customer to contact the installer with a complaint or a question -- within 24 hours of installation?

 

2. You'd have to speak to my wife -- who spent HOURS on the telephone trying to get this worked out the next day -- but (a) it is not clear that she WAS given any "appointment window" -- which you yourself know to be an inconvenience -- and (b) my wife COMPLETELY disagrees that she could "easily hook it up herself" -- there were several cables in the back that needed to be removed and then put into the new unit. While I CAN do that if I have to, she can't; and neither of us should have had to, given that the unit turned out to be defective ON THE DAY OF INSTALLATION. In fact, we unplugged the unit because we were worried about it overheating.

 

I am dumbfounded that you would say that Verizon "will gladly send a tech." You might "actually send a tech," but I'm certain it won't be "gladly." But given that the unit was defective on the day of installation, Verizon should have been ready and eager to deal with the situation THEN -- and not at some later "opportunity window."

 

And let me be perfectly clear: we did NOT treat this shipment as "purely optional," unless by that you mean that we would be without cable service for a week or more waiting for our "appointment window." Because I did NOT "select" this option, and because the unit is clearly defective, I do not see why I should be burdened with the hassle and expense of returning it -- at least not without reimbursement for the intrusion on my time/energy. But I'd be MORE than happy -- glad, in fact -- for a Verizon tech to come to my residence and pick it up -- during an "opportunity window" of MY choosing.

 

3. There simply are NOT many avenues to register a complaint against Verizon service. Verizon's website is designed to PREVENT the filing of complaints, either by telephone, instant chat, email, or otherwise. It takes an inordinate amount of time to sort through all the options before being able to indicate what the problem is -- and frequently, I've gotten bounced out at that point anyway. That's why I selected this forum -- and you haven't bothered to address the problem. What are those avenues? I would be "gladly" take them -- if only I could find them.

 

And I do not know what other information I could possibly give you or anyone else at Verizon. The information I've provided is crystal clear.

 

Here's exactly what I want to do: I want Verizon customer service to contact me. I want Verizon customer service to arrange to pick up the defective unit. And I want Verizon customer service to make it easy and clear to lodge complaints.

Contributor
muppet
Posts: 1
Registered: ‎10-12-2011

Re: How to file a complaint with Verizon customer service

I have to agree with you sir...I have been hving serious trouble with verizon for the past 2 and a half months an no one from verizon seem to know anything. I also get a different employee to whom I have to retell my story to not to mention my name address and telephone numbers....I wonder if they even keep running records of who I am and when I call. I have asked on serveral occasions of a represenattive to connect me to the compalint department but no one seems to knoe what that is or how to connect me there...here is my story, although it is only the readers digest version and only half of my frustration I think it clearly is enough to explain why I myself am fed up with verizon...I am a verizon customer who had services in one town for wireless internet, I bought a home in another town and when I called verizon to ask if they provide service they said yes so what I did was sign up for the dual play package from verizon where directv was included. A verizon representative scheduled me service for directv to be set up on july 29 (and it was), verizon also told me to just move my equipment from town one to town two, plug it in and they would have wireless service transferred. When i plugged in my equipment it didnt work so I called verizon and they said they werent sure of my bourogh or address location so they would send a represenattive to my home to set up internet, they then went on strike. Verizon resolution group did keep in touch with me during this time but only to tell me they are not sure when service will be started. Once off strike I was contacted and had service set up by a representative, just moments later an automated service called and cancelled my appointment. So when I called back no one knew anything, this whole time i was receiving letters in the mail from verizon telling me that service is being processed and they will call me when ready. I was working finally with what verizon deems a "local office" and a representative, Lisa C since back in September who finally related that I would have service on sept 30th, I received a confirmation call from her colleague who confirmed this to be true...just moments later I received a call from an automated system stating my internet will not happen on the 30th with no reason why but will happen on the 6th of october...Lisa C called me on october 4th to apologize that service didn’t start on the 4th but confirmed that it would start on the 6th of october. The 6th of October came and went with no contact from any verizon representative.  I called lisa c on the 7th of October and left two messages with the voicemail for her to return my call so i could question her why no service but no return call...so i called on monday the 10th of October but the number lisa had provided just rang and rang and rang, i figured it was because of Columbus day.  However I tried again on the 11th of October and still no answer or machine it just rang and rang and rang.  So far I still have no internet and have been getting the run a round from every representative I have spoken to since the beginning of August. I was told to contact the public utilities commission in my state and file a complaint.

Contributor
EddyS1206
Posts: 1
Registered: ‎02-26-2010

Re: How to file a complaint with Verizon customer service

Problem 1: I've tried to change my plan since 10/05/11 and no one has help me. If I have to call 9 times for a plan change I don't need this kind of service at $180.00 a month.

Problem 2: Every once in awhile I call in to get my O.N.T. lease broken to get a new IP. The rep started talking over me and was very rude. She wanted me to wipe my personal router to factory and I informed her it  was rebooted and wiping it clean wasn't necessary. Once she heard personal router she turned into a tape recorder on loop quoting "we do not support your personal equipment." which was fine the first time she said it. I kindly informed her I wasn't asking her to support my equipment, just to break the lease on my O.N.T. and I will handle things on my end. The conversation spiraled out of control on her end and I finally said "me and you are not seeing eye to eye please put me through to a supervisor" instead I ended up speaking to another tech. Why is it so hard to get a supervisor on the phone? Since I work in a call center I more than turned off and seriously considering going back to cable since I'm not getting what I pay for.

Moderator
ornahp
Posts: 1,616
Registered: ‎03-10-2011
0 Kudos

Re: How to file a complaint with Verizon customer service

I'm sorry you are having difficulty. An agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information or to help you resolve your issue.

 


EddyS1206 wrote:

Problem 1: I've tried to change my plan since 10/05/11 and no one has help me. If I have to call 9 times for a plan change I don't need this kind of service at $180.00 a month.

Problem 2: Every once in awhile I call in to get my O.N.T. lease broken to get a new IP. The rep started talking over me and was very rude. She wanted me to wipe my personal router to factory and I informed her it  was rebooted and wiping it clean wasn't necessary. Once she heard personal router she turned into a tape recorder on loop quoting "we do not support your personal equipment." which was fine the first time she said it. I kindly informed her I wasn't asking her to support my equipment, just to break the lease on my O.N.T. and I will handle things on my end. The conversation spiraled out of control on her end and I finally said "me and you are not seeing eye to eye please put me through to a supervisor" instead I ended up speaking to another tech. Why is it so hard to get a supervisor on the phone? Since I work in a call center I more than turned off and seriously considering going back to cable since I'm not getting what I pay for.




Contributor
dee62554
Posts: 1
Registered: ‎10-24-2011
0 Kudos

Re: How to file a complaint with Verizon customer service

[ Edited ]

10/24/11

 

 

To whom it may concern:

 

I called and spoke to one of your telephone operators.  I was calling to check to see why that I didn't receive a bill this last month.  She explained to me that I was sent an email letting me know that my method of billing had been changed to paperless.  I don't know how you can make that decision to do this. It is my understanding that the email said that I must respond to avoid this change to be made.  What happens if a person doesn't have internet anymore or if their computer isn't working???  I am very upset that you can take it upon yourselves to make these changes to our accounts.  The person that I spoke to, said that she agreed with me and for me to file this complaint.  I would greatly appreciate a response and I want you to make sure that this never happens to my account in the future.  If it should, I will be choosing another carrier for my telephone service.

 

Linda {edited for privacy}

MVP
viafax999
Posts: 1,599
Registered: ‎11-10-2009
Device: Chromecast tv phone
Plan: Digital Voice, 75/35
Location: Westford MA
0 Kudos

Re: How to file a complaint with Verizon customer service


EddyS1206 wrote:

Problem 2: Every once in awhile I call in to get my O.N.T. lease broken to get a new IP.


The IP address isn't at the ONT, it's at your router.  Turn the router off for 5 hours and it will acquire a new address, else go into your router config and release the WAN address is that is upported on the router.

 

What she said is quite correct.  Customer personal hardware  is not supported.  The reason they supply a router customized with their own firmware is to make their support easier so they will only support that router with no customizations, such as port forwarding etc.

Contributor
pete55
Posts: 3
Registered: ‎11-26-2011
0 Kudos

Is ESPN/verizon blocking soccer games on DVR?

This morning I tried to watch the Man U Vs Newcastle game aired at 10:am on DVR and got a message saying "DVR ALert: this service is not available for recording".

What I want to know is why this happened? and why my call to verizon fios could only produce a "We are sorrry, your DVR works so there is nothing we can do for you" ?

Silver Contributor I
mattheww
Posts: 668
Registered: ‎10-26-2008
0 Kudos

Re: Is ESPN/verizon blocking soccer games on DVR?

The issue isn't Verizon, it is ESPN. The data stream that carries the program has some embeded information. The provider can specificy that the content is NOT RECORDABLE, in which case the DVR  will not record it.  If you want to record such programming, you are going to have to do it in SD via a DVD or VCR connected to one of the SD ports on the DVR. You will find that often providers of premium content turn on the flags that mark the stream as not recordable.

 

Note that all output ports on the DVR are active simulatenously, so S-VHS, Composite Video, and RF (if you have it) as well as component/HDMI all active at the same time. Tjhat also assumes that the video programming doesn't have MacroVision protection, which will effectively prevent even analog recording.

 

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