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I agree. I had the bundle package and it was a nightmare from beginning to end. Everytime you called customer service, they said "this has to be handled by another department" - back and forth. When we canceled to return to Cox (Great customer service, not sure why we left) Verizon tried to charge us a cancellation fee. We had finished out term of contract. They disagreed. I made countless phone calls. Finally I got someone who would listen. Thankfully I had kept all emails and could verify when our contract started. I had documentation, sent it via email to someone who finally listened. If I can keep my dates and records straight, why can't they?
ATT has great customer service. Verizon has become haughty and unhelpful. Once I get my daughter's phone number to ATT, we will be finished with Verizon. AND she will pay half of what Verizon charges!
Yes it is.
Last week, I lost my FIOS service. At first I didn't realize that it was more than my internet, but eventually I noticed that it was also the phone. I went through all of the self-help remedies, eventually rebooting the main box. Nothing worked.
I called Verizon, and after 20 minutes (mostly on hold), I was told that a service person would be out the following day between 8 and 5. The following day at 2:30, I began to worry that no one was coming, so I called in. The automated system said something like, "We are aware of your problem and we are COMMITTED [emphasis mine] to fixing it today, August 3, 2011. Do you have any questions?" I decided I wanted to hear it from a real person, so I said "yes."
I was eventually connected with a real person who looked at my records and assured me that someone would be out that day. At 5:15, after no word, I called back. Again I was told "We are aware of your problem and we are COMMITTED [emphasis mine] to fixing it today, August 3, 2011. Do you have any questions?" I said yes. The latest tech looked at my record a little more closely and said that no one was coming that day because the original intake person had filled out the work ticket incorrectly. I asked about the commitment to having it fixed that day, and he called "Dispatch." I was on hold for quite a while, and when he came back he offered to have someone come out the following day between 8 and 12. "But what about the commitment?" He said he had no idea why the automated system would say something like that.
I asked to speak to his supervisor, and he said he could connect me with an "Escalation Specialist." I'm not making this up. He put me on hold while he tried to transfer the call, and after a couple of minutes I noticed that I had been on that call for 38 minutes, trying to fix what Verizon should have taken care of in the first place. I hung up. About 15 minutes later the "Escalation Specialist" called me. His only purpose seemed to be to commiserate. He did not have any power to do anything. He said he had no idea why the automated system would say they were committed to fixing my problem that day.
The next day at 11:58, the service person arrived and fixed my problem. My service was down for over 48 hours. I had spent a total of an hour and 10 minutes on the phone trying to get it fixed. - not counting the useless time spent talking to the "escalation specialist."
I had a similar awful experience with Verizon and should have my head examined for going back to them after I swore I would have no service than sign up with verizon again.......they were supposed to be paying (or passing on) my directv payment every month because I had the internet and directv bundle at the time. well, turned out verizon was not relaying the part of the payment on to directv for months! So when directv turned off my service and I tried to figure out what the mix up was I got a run around like I have never seen!!! in the end I got a lousy check for $70 bucks...and that took almost 7 months to get....