I am so unhappy with Verizon's customer service and have finally had enough. They do not honer their quotes, they say they will call you back and they dont, and they are full of excuses. I have been trying to renew my contract with verizon since February and have spoken with atleast 7 different people and everytime I have received 7 different answers. I live in NJ, where Verizon is doing mass marketing to attract new customers by offering a free dvr for life.
I currently pay for a dvr but when my contract was coming up, I called them and asked them to match the offer. They refused. I called Cablevision,they offered me a better price wihtout a contract and since they are not a phone company, I would pay less in tax. I called Verizon again to cancel my service and spoke with someone on the Elite team (in Pittsburgh) and was given a price of 153.99, including a free dvr for life. Told him I would think about it and call them back in the morning. When I did that, I was told the person on the phone couldnt match the offer. They placed me on hold and came back with one of their excuses, they stated they were contract workers and didnt have the authority to match the quote and the Elite team in Pittsburgh was an employee with different rights but they would call me back. A few days go by and of course no phone call.
I tried numerous other times, again no satisifcation, told twice I should just cancel, and no returned phone calls. Call again this morning, placed on hold, person again had to get authorization, some one else gets on the line and says she can work out the quote to be 149.99, thats great, think it's solved but after tax it will be 199.99 - $50.00 in Tax. She says the 149.99 did not include my additional equipment charge. Do they think we are stupid? I had a price for everything I have now, they offered upgrade internet, with a final price of 153.99 for twelve months and 163.99 for the next twelve months. Now its going to be 199.99. That is MORE than I am paying now. That is the price with a free DVR?
I guess I have been stupid, I pay this company $200 a month for TV and $228 for cell service and receive TERRIBLE customer service.
I sympathize with you because I have had poor customer service in other ways. If I were to move out of my present residence, I would definitely switch over to Comcast because that would only mean disconnecting what I have here and starting over with a new carrier at a new residence. I'm from NJ too. I just can't afford the time and expense involved in needing a whole day to dismantle my existing service and then needing an additional day to install the new service where I live now, unless it's something really bad. Everything with my Fios is working like it should but as far as its customer service is concerned, it stinks. Getting different answers to the same question every time or just being put on hold numerous times in a row with no answer is such a waste. I'll admit that I have had positive customer service experiences when it came to other issues but there are many other annoying issues with Verizon that have a lot to be desired and the communication is often not very good. Other people I know have told me that the customer service from Comcast is that much better.
As long as my services are working like they should, that's fine with me but if everything works poorly and I can't get that resolved, then I may consider transferring to Comcast. I don't mind being resourceful and figuring things out on my own but I don't blame you. I may eventually switch.
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