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Non Existant Customer Service

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timk1980
Copper Contributor
Copper Contributor
Posts: 13
Registered: ‎08-27-2011

Non Existant Customer Service

Message 1 of 5
(700 Views)

Like so many others, the strike affected my ability to get service installed.  I get that.  I'm not thrilled about, but I get it, stuff happens.  I wish I were the only one, but anecdotally my scenario seems all too common.  Unfortunately, how everything has been handled with getting "servicing" customers has been nothing but lies, broken promises, and brush offs.  Allow me to be very specific about my issues:

 

My order was placed on August 2, several days before the strike; ultimately installation was scheduled for August 16th... a windows of exactly 10 business days later.  In the interim, Verizon employees go on strike.  Naturally, I suspected this would impact my installation, though I wasn't too happy, of course.  Called up Verizon to verify and was told "Oh no, your appointment is still booked, you should be good to go.  We will call you if we have to reschedule for any reason."  The night of August 15th, I get an e-mail that my appointment can't be made, and I will be contacted to reschedule.  To be clear, this was not a phone call as told.  And was well after I'd made arrangements with my job to be home the following morning.

 

A few days later, the strike ends.... hooray!  Verizon sends e-mails and updates their web sites with the great news and how they'll contact me to get my installation rescheduled.  Of course, by Wednesday afternoon, I hadn't so much as heard a word.  And my attempts to call were greeted with a recorded message that they will be in contact with me.  Finally I get in touch with a representative via the online chat tool, who gets me an installation date of 9/7 (if you're keeping count, that's _another_ 10 business days out from the day I contacted)  Seeing as I already had my order in four business days before the strike, the fact that I now have to wait ten more (and keep in mind this contact was made two business days post strike) is already ridiculous.

 

But, there's a problem with updating my order, and someone in a different department will have to get back to me to confirm my order status.  I'm promised a call back within 24 hours.  I get a text on my phone confirming it, and the repair status online tool confirms the same, with a commitment time of exactly 24 hours later.

 

Surprise, that 24 hours comes and goes, so that night I'm back online with the service representative trying to figure out why it hasn't been rectified.  After some apologies, I'm scheduled for the first available appointment... on 9/9.  I've now lost another two days becuase of Verizon's inability to get me booked.  (Note that I now have a date for 11 business days out from the time I'm talking with the rep)  Representative confirms that I am booked for the morning of 9/9.

 

Today (Saturday 8/27) I get a phone call from Verizon to "schedule my installation".  After explaining I'd already done so, it seems there's no appointment booked for me, but they can give me the first available on 9/13.  (12 business days from today) 

 

To say that this is beyond unacceptable customer service would be an understatement.  Now, four different times I have been jerked around.  When does it end?  Sadly, too many parts of this country have no real competition in this market space, else I would surely be taking my business to one of them instead.

 

4 REPLIES 4
DougVZ
Admin Emeritus Admin Emeritus
Admin Emeritus
Posts: 399
Registered: ‎06-10-2010

Re: Non Existant Customer Service

Message 2 of 5
(674 Views)

Your issue appears to need account specific assistance from Verizon. I've had your post copied to an employee monitored board, where a Verizon representative can assist you.

timk1980
Copper Contributor
Copper Contributor
Posts: 13
Registered: ‎08-27-2011

Re: Non Existant Customer Service

Message 3 of 5
(628 Views)

In addition to this reply, I was also sent a private message by another employee saying that I'd be getting a response by email, phone, or in the forums, from someone who could help me.

 

Imagine my surprise when, now four (business) days later, I haven't heard a thing.

 

 

timk1980
Copper Contributor
Copper Contributor
Posts: 13
Registered: ‎08-27-2011

Re: Non Existant Customer Service

Message 4 of 5
(612 Views)

Now five days, not a peep heard from anyone.

 

timk1980
Copper Contributor
Copper Contributor
Posts: 13
Registered: ‎08-27-2011

Re: Non Existant Customer Service

Message 5 of 5
(577 Views)

The most recent contact I had from anyone at Verizon was over the weekend, saying that I'd get a response from a tech within 48 business hours.  Which meant EOD today.  Guess what? Not a peep.  Again.  Another lie from Verizon.

 

I suppose I'm just continually being told, we'll get back to you in a day or two, in the hopes that I can be given the same canned lines and **bleep** enough times that eventually the install date (now 29 days after the originally agreed upon date) will arrive and the issue will be irrelevant.  Well, I can assure you, the issue is still relevant, and will remain relevant until I get resolution.

 

 

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