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Verizon left me high in dry - is this normal? Need advice.

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Contributor
Contributor
Posts: 1
Registered: ‎01-24-2010

Verizon left me high in dry - is this normal? Need advice.

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I currently have Comcast for my Net/Cable/Phone, and I've been very disappointed with their service for a long time.  So I've been seeking to switch to Verizon, since I'm happy with my Cellular service from them.  But after trying to get FIOS and not being able to (story below) I find myself still wanting new service, but not sure Verizon is right for me.  I wanted to know if this story below is indicative of Verizon's level of customer service and therefore should I look elsewhere for my Internet/Cable/Phone, or if it's a fluke and I should give Verizon a try.

 

Here's what happened to disappoint me with Verizon:  I wanted to switch to FIOS so I called and went through the 1.5 hour phone call to choose my plans, set up dates for installation, etc. Verizon comes and installs the fiberoptic cables in the ground outside of my house, and then my actual installation within my house is scheduled for a few days later.  Date of my installation comes, I take off work - no one from Verizon shows up, and I got a call at 5pm telling me my installer had a family emergency and couldn't make it.  I was frustrated, but they said they would reschedule around my needs and would make it work whenever I wanted.  So I asked about the very next day, they said no problem and I felt very satisfied - accidents happen, issues arise, but Verizon seemed willing to do what it takes to make it up to me, I thought this was a great sign.  The following day comes, and goes, no installer/technician shows up and I never hear from Verizon again.  Still haven't, almost a year later.

 

Here I sit, stuck with Comcast whom I can't stand and want to get away from, but I just can't seem to make myself pull the trigger and go with FIOS since my experience with Verizon was so bad.  You would think someone would have called at some point since they spent the money to install the cables at my house.  Should I run from Verizon?  Or give them a shot?  Thanks.

 

-Lawrence

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Copper Contributor
Copper Contributor
Posts: 8
Registered: ‎01-23-2010

Re: Verizon left me high in dry - is this normal? Need advice.

Message 2 of 6
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You can read my post "Verizon breaking contracts", as there's many reasons in there why I'm leaving Verizon.  The main one is the lack of actual customer SERVICE.  The majority of the reps I've spoken with sound like talking to you is the LAST thing they want to be doing.  The last rep I spoke to today gave me this response while I was waiting to talk to a supervisor - "you can't be put on hold, you're holding up my line."  Kinda speaks for itself.

Another reason is the lack of communication between departments.  I still have an unresolved billing issue that, on my initial call, I got transfered about 8 times to different departments, sometimes back and forth to departments I just got transfered FROM.  And with each rep I did talk to, they all had a different suggestion on how to resolve my issue.  The last one said, "Just wait and see what happens."

I'm actually feeling very relieved to be leaving Verizon behind.  It feels like a weight's been lifted, if that tells you anything.

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Silver Contributor II
Silver Contributor II
Posts: 372
Registered: ‎09-15-2009

Re: Verizon left me high in dry - is this normal? Need advice.

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As with any company there are good and bad. You will find a people complaining on this forum. Unfortunately people dont post when they are happy.

 

I will tell you this, I have had Verizon FIOS for 2+ years (internet and TV) and love it. The few times I have had had issues, They CSR's that have handled them have been curtious and helpful. My issues were always resolved quickly.

 

I have read posts from people who have not had the same level if service. Maybe it depends on your area.

 

I can say that we also had issues with the internet installation, but they were doing our whole subdivision at the time and they compensated us for the delays. I had no issues with the TV service installation.

 

Perhaps your you got a CSR having a bad day, or they didnt hit save on your order. Stuff like that does happen.

 

I suggest calling and setting up the install again. Tell them your story, I bet they are simpathetic and work with you. Make sure you get a conformation #.

 

I know many people on this forum who are long time Fios customers and are very happy with their service.

 

Give FIos a shot!



"If your problem has been solved, please mark it as such. Don't forget to hand out your Kudos!"
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Copper Contributor
Copper Contributor
Posts: 8
Registered: ‎01-23-2010

Re: Verizon left me high in dry - is this normal? Need advice.

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Well actually, I'm the kind of person that also DOES post to let people know when a company goes above and beyond to take care of their customers.  Unfortunately, that is NOT this company.

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Silver Contributor II
Silver Contributor II
Posts: 372
Registered: ‎09-15-2009

Re: Verizon left me high in dry - is this normal? Need advice.

Message 5 of 6
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@hengest1066 wrote:

Well actually, I'm the kind of person that also DOES post to let people know when a company goes above and beyond to take care of their customers.  Unfortunately, that is NOT this company.


 

 

That was not a jab at you. I was just stating that statistically, the majority of people will complain when things go bad but not say anything when they are good.

 

I applaud that you are not one of those people.



"If your problem has been solved, please mark it as such. Don't forget to hand out your Kudos!"
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Copper Contributor
Copper Contributor
Posts: 8
Registered: ‎01-23-2010

Re: Verizon left me high in dry - is this normal? Need advice.

Message 6 of 6
(5,049 Views)

Yes, that is common. 

But it's been a fact of business...treat your customers well, and they will generate even more business for you by word of mouth.  Treat them poorly, and by the same means, potential customers will steer clear of your business. 

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