Customer Service is horrible...Verizon doesn't care once they have you locked into a contract

[Linda510]

This is the second time in a month my internet service has gone out.  After troubleshooting for close to an hour with a phone technician, he said I need a new router. He would place a call to have a service technician come out, naturally first available appointment was 3 days away. Obvisously there are many people with Verizon Fios internet problems.  I asked to speak to a supervisor, I explained my critical situation to him. After explaining that I can not be without internet service ( I work form home and I'm a full time on line college student - with mid terms this week) I was able to get an appointment the next day. Between 8am and 9pm...So, I requested that they send me a new router via fed ex priority , so I can have it by 10am and swap out the router myself.  I was told that's not possible, they only use UPS. I asked if they could make an exception.  Not possible I'm told.  So I asked if I can go to pick up the router from a store my self.  Was told that's not possible for my account.  When I asked what that meant, I was told, only new customers can go to a store for pickup, replacement routers, get shipped either by UPS or an in house service tech.  I tried to find a solution to my problem, but the Verizon customer service "supervisor" was unwilling to assist. All he did was repeat what is apparently on his script. 

As I mentioned this is the second time in a month I've had issues.  I also called Verizon on  05/18/2015 12:10 PM
{edited for privacy} and this issue has been left unresolved! 

Verizon ran a new line from the street to my house, and when they buried the line, they cut my sprinkler cable.  I had to have my sprinkler guy come in and repair the line. As luck would have it, my sprinkler guy accidently cut the FIOS line to my neighbors house.  Verizon came out to runa new line to my neighbors house - and ripped up my lawn.  I was assured by the verizon technician, that if the lawn didn't survive, Verizon would replace it.  Well the lawn died!  AND YOU GUESSED IT !  NOTHING FROM VERIZON!!!!!!!!!!! 

My last Verizon bill was over $193.... I have a few more months left on my contract and I can't wait to get back to Brighthouse !!  What's even more frustrating, is when I've called support for the above issues, they try to UPSELL ME MORE SERVICES !!!!!!!  A REAL HARD SELL TOO !!  NOT TAKING NO FOR AN ANSWER ! HELLO???   THE SERVICES I HAVE NOW DON'T WORK!!!!!!!  WHY WOULD I WANT TO UPGRADE AND GIVE YOU MORE MONEY!!!!!!!  Here's a little customer service tip:  When you have an upset customer calling with an issue on the service, don't try to sell them more! 

[mm112]

I think you are speaking for a lot of people when you say what you have said in your comments especially the title of your subject. Once they have you locked in they quite frankly do not care much like some of their competitors. They were supposed to be the opposite of all of those other companies like comcast and time warner cable but little by little they have become just like them. Now what you have is verizon who has become comcast 2.0 which is not a good thing. Keep contacting them and harrassing them. That is the only way that you will be able to get their attention. Try facebook, twitter and if that does not work then file a complaint with either the fcc or the board of public utilities in your area by going on the website of one or both of those agencies. The bbb will get you nowhere but the board of public utilities, fcc will get you results because after several complaints have been filed if a company like verizon has not provided a resolution that is to your satisfaction then those agencies will start fining verizon with each day that goes by until you get the result you desire. I will caution you about bright house which has been sold to charter so if you sign a 2 year contract with them you may find yourself in a even worse situation because charter does not have a good reputation with customer service. Time warner cable has also been sold to charter so it is going to basically be comcast vs charter vs verizon vs at&t in most parts of the country as these companies will be engaging in a huge competition to try to get customers to sign up with them and how a company treats their customers will be a major factor as to who someone is going to sign up with.

[ElizabethS]

Hello Linda510

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 look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. 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, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".

Please keep all correspondence regarding your issue in the private support portal.