Verizon Has the World's Worst Customer Service

[AndrewCSH]

I recently ordered Digital Voice - in addition to the TV, Internet and Wireless I already have.  The installation was scheduled for last Saturday.  Not only did they not switch over my service, they disconnected both my lines. I had no phone service at all the entire weekend.  It has been totally frustrating.  It took three days to reconnect the main line and another two days to connect my second line.  I still don't have long distance, voice mail or any of the other calling features that are part of my service.  I have been on the phone with Verizon every day for hours.  No one can tell me why they disconnected me or when they will install digital voice.  Nor can they get my current service right. The only thing they do manage to do is to try to sell me additonal services like movie channels.

I have never in my life seen such incompetent, uncaring totally cavalier customer service.

[KF3CD]

I hear ya Andrew! I could write a book about the unbelievably poor service and problems we have had with Verizon Customer Service. It  took WEEKS to get things right after we moved last year, despite calling EVERY day, I literally spent hours on the phone and they sure do make you wait and pass you around. I finally got results by dealing with an account retention specialist who was able to pull all the right strings. Shortly after that happened, my parents lost their Verizon phone service and my dad runs a business from home...it was out for over a week, despite both of us calling Verizon every day! My dad was so angry and desperate he even chased down a Verizon truck that was on his street one morning after church! We even wrote a letter to their President in Philadelphia documenting what happened, of course, no repsonse. My parents are now having problems again after they switched to Verizon's Digital Phone Service, the business fax won't work although it has the required distinctive ring and is progrqammed correctly. We both have spent HOURS on the phone during the past 2 days, being passed all around of course and spending huge amonts of time on hold. Their customer service is the worst! I wish some of their top brass could witness what we have been through!

[davidjt]

I completely agree!  I am currently on day 3 without phone (and the bundled DSL) service.  I cannot get a manager to contact me, although customer service said it would be put in as a priority item.  The actual phone line for the street is down and Verizon has given themselves a week (7/14) to assign a technician to look at it.  This combined with their mail and web servers going offline twice in the last week with no message on their status page.  Hours were spent trying to determine what was wrong and when service would be restored.  This is how I discovered that Verizon has farmed out their tech support to India.  Maybe their field engineers are outsourced to India as well - that would explain Verizon needing 7 days to assign a technician.  I left my last DSL provider because of the frustrations with outsourced tech support, now it's time to start looking again.  Too bad I can't replace them as the local service provider as well.

[canezzar]

Andrew, you hit the nail on the head. I am presently on the phone trying once again to have my FIOS system setup correctly and have my number ported. I'm as usual either being put on hold or transferred to someone else and then being put on hold. I had this same problem years ago when they gave me dsl dryloop (unnecessarily). That time I called a marketing VP and pronto my system was setup. I am writing this as I'm once again on hold for only 12 mins now. Part of their trouble is that they are such horrible liars.

[GaryDoug]

Andrew and guys,

See my previous post about porting my POTS number and the problems it created. It took a week to resolve and the efforts of at least 5 technicians, but at least it is done at last.

I don't think they are uncaring, and incompetent may be stretching it a bit; but I do believe they may use a system that is resistant to any changes to our accounts. They usually can't even check on what other techs have done on a job even when given the job number. For example, 2 weeks ago I swapped a defective STB for a DVR at a local VZ store and went through hell for the next 5 hours trying to get it activated. After 2 techs and an afternoon of frustration,  I realized that the store clerk had scanned the wrong bar code label on the DVR and that was the entire cause of my problem. Even after that was realized, it still took over 2 hours to correct the problem. The 2nd service tech was extremely persistent and vowed to not stop until it was fixed, and she did exactly that.

I believe they either have an inferior account management system or they have become recently swamped with new orders after dropping the Early Termination Fee penalty. I know that is what spurred me to order my service and I know there are at least 3 more new installations on my street alone this month.

[neanderthalman]

I concur.  Did anyone ever speak to a competent person in customer support?  I am dying to find a way to get to a manager or supervisor that I can discuss my issues without feeling I am going to be adding another unwanted service to my account.  This is nuts.  It took me three months and three separate trys to get a digital adapter added to my account. 

If I can find the email address or phone number for the area manager I am going to contact him every day until I have the opportunity to tell him about my issues.

[MG501]

The worst service which you even cannot find in the third world countries is VERISON, I am cheated by the company, lied by the people working in the companied and even my bank account is direct debited without my approvl. They are good when they are at the receiver's end. The worst thing happened to me, I was standing in the snow and tring to figure out what was wrong with my side of connection, and suprisingly I found that it was the fault of the VERISON TECHNICIAN who was responsible to provide me a new service of phone and internet, SHAME FOR THOSE WHO ARE TRAINED TEEARN SALARY FOR THE SERVICE, I being a non tech told them about their fault. THEY DONT HAVE RESPECT FOR THEIR CUSTOMER.. I will speak endlessly against the VERISON, no one should get VERISON phone, internet, TV, wireless, otherwise he will go WIRELESS.

[lasagna]

Sounds like you have first hand experience with third-world country's telecommunication infrastructure.  Yeah ... I'd recommend steering clear of VERISON as well.  I'd recommend VERIZON instead ... they are a much better service provider.    

[Cantab1]

Should have stayed with Comcast.

POOR Installation, the technician could not get out the door fast enough...he was supposed to help set up wireless, provide instructions on how to use the Remote, and I do not like the way the private/block feature on my phone is set up.  During transition from my previous provider, they did not carry over my blocked number as requested.

POOR and UNRESPONSIVE support from the SALES team that sold me these services..I have been able to get a sympathetic ear from the customer service center. 

Living in a condo complex, the battery-backup could only be installed in the garage or closet...yup, got that right..taking up closet space, depending on how the unit was situated.  I was unique..mine got installed on the wall in my bedroom..YUP you got it!  Was told I could put a piece of furniture in front of it ti hide it.  I have a cable dropping about 5 feet from the attic, in the crease of the wall, with cable fasteners holding it in place.  What is real attractive is the power supply mounted on a board on the wall.  Guess I could paint a picture or something on this.  I filed two complaints, did not hear back, and called again today.  I am told that a manager will call me in 24 hours.  DO NOT MOVE TO VERIZON! 

[akpijazz]

ABSOLUTELY. THEY ONLY WANT TO SELL YOU THEIR JUNK.