Off Topic Board

[#1]

I ordered FIOS Triple Play on 8/1 install was set for 8/12  I called to confirm on 8/11 due to strike,  they said it was still on.  Took 8/12 off from work for install,  NO SHOW, NO CALL !!   I've been trying to get a install date for 2 weeks now,  NO Help from customer support ,  I told them if I could not get a install date by 9/1 cancell the order & I'll go to Comcast.  Seemed like they could care less,  all he said was, "I'm sorry you feel you have to do that" 

UNBELIEVABLE !!!   Also told me he could not find my present account in their system ,  mind you I've had the same account & phone number with them for 20 years.  Incompetent,  non caring people.  What a shame !!

[#2]

Ever since the strike "ended", Verizon has repeatedly dropped the ball on any sense of customer "service".  I'm in a similar position to you.  My install date came and went (having taken a half day off work as well).  After a lot of aggressive efforts to get a hold of customer service, I was given an install date on 9/7 (already unacceptable), but due to a problem with my account, someone had to fix it, and by the time they did, I got an install of 9/9.  I get a call the next day to "reschedule my appointment that was missed during the strike".. no record of my 9/9 install on file.  And guess what?  Earliest available is 9/12.

Unfortunately, there is no viable competitor in my particular market, else I'd have certainly gone elsewhere.  I wonder if a court would agree that missed work for a no-call no-show constitues material damage?  I sure think there's a case to be made for it.

[#3]

You think thats bad?  I called around AUG 5th... after i picked what i wanted, and put $400 down, they then told me about the strike.. after i payed. i said what ever.  they were supposed to come the 17th of aug.   they called the 15th and cancelled and said they would contact me to set up another date.   NOW HEAR THIS... they took so long, so i called them and set up an apointment for thursday.  I take off work and im waiting thursday... i call and they have no record or proof of me setting up that apointment.   this is rediculous.  i got some indian lady who i couldnt understand that kept repeating dates and almost made my ears bleed.  i asked to talk to a manager and got NOTHING but her blabbing.  the next date available was SEP 22.....  **bleep**  and its not over yet, i just checked and now its the 27th.   i have never had such bad service with any other company in my life.   its so aggravating.

[#4]

Allegedly, I'm supposed to get a response back from a tech within "48 business hours" (in other words, by 5:30pm EDT tomorrow).  We'll see if that happens.

In my message to the board admin who told me that, I was quite clear that two issues are still outstanding and need to be resolved.  A installation within a reasonable timeframe (at this point, read as: immediately), and appropriate compensation of some sort for the already missed appointment, which caused me material damage (loss of vacation time).

I moved last month, and in anticipation of the move, considered between the options of having my Comcast (business class) service transferred, or getting Fios service.  As Verizon was able to provide me with what I felt was a reasonable installation timeline, I chose to cancel my Comcast account.  Now, that my date has been pushed back multiple times, I don't have the easy option to go with Comcast anymore, as I would have to pay an installation fee, and sign on with a new multi-year contract.  If I had a crystal ball and knew that Verizon would jerk me around as much as they have, I would certainly have never considered using the service to begin with.  Don't get me wrong, I do think that what Verizon offers is a good service, but if I don't actually have service, it's irrelevant.

As I've mentioned previously, it's unfortunate that there isn't much competition in this market space, else customer service would actually have to be a priority.

[#5]

I DID get a phone call promising a refund for the 4 days we were without phone service. One billing cycle goes by and nothing so far. I send my payments out electronically from my bank. Just for my own amusement, I'm going to send the payment out one day later each month until the refund comes. I added 4 days for each day we were without phone service, so we're up to 6 days. Wonder if I'll get a disconnect warning before the refund comes.

[#6]

VZ doesn't have the faintest idea what actual Customer Service really is.  Everything is smoke and mirrors done mostly via automated systems.  When all else fails they also redirect your call about 3-4 times; assuming the call just doesn't get disconnected and which almost guarantees you'll be speaking with someone from outside the United States.  You will probably not understand their heavily accented attempt at English. 

VZ is always ready to sell you more product but will not offer their existing loyal customers any price breaks; rather they charge us more so that they can't offer good incentives to new customers.  There is also always a different price from their website then what the people who answer the Customer Service questions by phone are allowed to offer.  These are double and triple standards.  As a supposedly Top 10 Communications company VZ does it's best to alienate their customers.  Until recently they had no idea how to initiate and handle a "Vacation Hold" for  FiOS service; without cancelling, re-bundling, and changing prices.  The VZ (FiOS TV, Internet,  and Phone) has different metrics and policies then VZ Wireless; yet regular VZ will try to lure away VZ-Wireless customers by promising better package pricing; yet they wipe away promotions that you were eligible for when you develop a "Quad Package".  VZ is one big company and the in-fighting of their separate divisions should be seamless and invisible to the residential consumer. 

My most recent phone call with VZ wasted over 80 prime time minutes from my VZ Wireless plan and we were no where near a satisfactory resolution when I hung up out of sheer frustration.  A VZ supervisor told me to call back in 2 months to once again plead my case regarding a specific issue and then "maybe" they would listen and take corrective action.

Needless to say I'm looking seriously at changing all my services to the local cable company and being done with VZ once and for all.

[#7]

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LeavingtheFold wrote:

VZ doesn't have the faintest idea what actual Customer Service really is.  Everything is smoke and mirrors done mostly via automated systems.  When all else fails they also redirect your call about 3-4 times; assuming the call just doesn't get disconnected and which almost guarantees you'll be speaking with someone from outside the United States.  You will probably not understand their heavily accented attempt at English. 

VZ is always ready to sell you more product but will not offer their existing loyal customers any price breaks; rather they charge us more so that they can't offer good incentives to new customers.  There is also always a different price from their website then what the people who answer the Customer Service questions by phone are allowed to offer.  These are double and triple standards.  As a supposedly Top 10 Communications company VZ does it's best to alienate their customers.  Until recently they had no idea how to initiate and handle a "Vacation Hold" for  FiOS service; without cancelling, re-bundling, and changing prices.  The VZ (FiOS TV, Internet,  and Phone) has different metrics and policies then VZ Wireless; yet regular VZ will try to lure away VZ-Wireless customers by promising better package pricing; yet they wipe away promotions that you were eligible for when you develop a "Quad Package".  VZ is one big company and the in-fighting of their separate divisions should be seamless and invisible to the residential consumer. 

My most recent phone call with VZ wasted over 80 prime time minutes from my VZ Wireless plan and we were no where near a satisfactory resolution when I hung up out of sheer frustration.  A VZ supervisor told me to call back in 2 months to once again plead my case regarding a specific issue and then "maybe" they would listen and take corrective action.

Needless to say I'm looking seriously at changing all my services to the local cable company and being done with VZ once and for all.

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If you are having an issue with your Verizon service, you can use the Verizon Troubleshooter to fix and report issues with your Verizon Phone, FiOS TV, or Internet Service, as well as to schedule a repair, here is the link:

http://www.verizon.com/repair

You can find tools on the Verizon Residential Support page that may help you diagnose your issue:

http://www22.verizon.com/residentialhelp

[#8]

VZ just doesn't get it.  I'm not trying to resolve a technical problem (this time) but rather get your attention regarding Pricing, Value, and Customer Service.  I would welcome the opportunity to speak with a qualified and empowered representative from VZ that knows how to listen and assist their customers.  This is becoming a farce.

[#9]

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LeavingtheFold wrote:

VZ just doesn't get it.  I'm not trying to resolve a technical problem (this time) but rather get your attention regarding Pricing, Value, and Customer Service.  I would welcome the opportunity to speak with a qualified and empowered representative from VZ that knows how to listen and assist their customers.  This is becoming a farce.

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You do realize what the term PEER-to-PEER means, don't you?  It is stated at the top of the forum page and means user to user.  Yes there are some VZ employess that occasionally monitor and respond, BUT, it is not the function of these boards for direct access to VZ empowered employees.

[#10]

I agree with you 200%%%%