In January, I switched from a cable company to FIOS. My sales representative told me that the installation charge would appear on my bill, but would be waived and I would receive credit for it. We were also eligible for a computer tablet. Now, 10 months later, neither happened. I paid the installation fee over a 3-month period and never received credit. We never got the voucher for the tablet. I've called that sales representative who then gave me the number of another representative who never answers his phone. I've posted on this forum 3 times and spent hours on "Live Chat" only to be given promises that the issue would be resolved quickly. No one has contacted me since. I want A PHONE CALL from a representative who has a resolution. No more "chats." No more, "I'll give this to my supervisor." No more "We'll look into it and get back to you." Your customer service is atrociously bad! Ten months to address a simple problem! I want my account credited for the installation fee and I want my tablet. If this isn't resolved immediately, I will deduct the installation fee from my next bill and post this entire customer service nightmare on social media. Then, FiOS will lose me as a customer.
11-22-2016 08:32 AM
Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and scroll down the page to an area titled "My Support Cases". You can reach your profile page by clicking on your name located above your post, or at the top right of this page.
Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, you may subscribe to the case. At the top right of your support case there is a gear icon which provides a drop down menu with support case options. Click that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.