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We lost power on Wednesday. It came back on at 3:50 PM. Around 8 PM, we started hearing beeping. Located it in the garage and realized our Cable box was running on battery and it was running low. We lost out phone, internet and the TV was stuck on one channel because we didn;t have enough power to bring up the widget menu to change the channel. About 10 minutes later the Cable died. I contacted Customer Service at 10:30 and of course waited on ignore for about 15 minutes. The agent veridied all our contact info and I gave him my cell phone number. The agent Donte' had me reset the box by holding in the button for 15 seconds. That did absolutely nothing. He then told me that since we were out of warranty that Verizon will not replace the batter. I should remove the battery and go to an electronic store and purchase a new one. And that the batteries were just like the knid of batteries that goes in the kids cars that they can drive. I told him the power has been on for hours and the battery shouldnot have run low. He said that we should "start" by replacing the battery. I was frustrated and just got off the phone with him.
My husband contacted Customer Service on Thursday to request an actual human being to come out and figure out why we didn't have Cable, Phone and Internet.. She verified all his contact info including his cell phone (mind you they now have two (2) cell phone numbers) and set up an appointment for Friday between 8 and 12 (noon). Which of course now means that someone has to take off work for this. He drew the short straw and got stuck waiting. He was up and ready at 7:30 opened the garage door and moved his truck. I receved a text on my cell that the call was dispatched at 10:13 am. My husband was outside talking to a neighbor while a Verizon truck drove down our street right past our open garage door and the truck sitting in the driveway. And of course no one showed up. He called at noon and was told "Dave" came out at 10:00 and no one was home. It was rescheduled for him to com out between 2 and 3. No one showed up (big surprise). A few more phone calls and he finally showed up at 4:45. It took him 5 minutes to change out the top of the box where the battery is. My husband checked everything and said it was fine and Dave left. My husband came in the house and checked the phone for voicemail and lo and behold, Dave CALLED THE HOUSE PHONE and left a message at 10:13 that he would be here in about 20 minutes. Really Dave, Customer Service said you were here at 10:00 and said no one was home.
I truly believe that Customer Service and the Repair Techs have a contest as to who can tell the biggest lie to the customers. And the kicker is there is no where to complain. Even the search function on the website doesn't recognize the "File a Complaint" term. And you have a 50/50 chance of getting a Supervisor to do anything. People rarely tell everyone when they have great service but they scream when service is poor.
And I'm a screamer.