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Is it possible to get customer support in under an hour of wait time?

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bradg
Contributor
Contributor
Posts: 5
Registered: ‎11-26-2008

Is it possible to get customer support in under an hour of wait time?

Message 1 of 11
(11,085 Views)

FIOS has been a nightmare. It took over 10 hours of waiting on the phone over many phone calls and many missed visits by verizon techs and four months of time before they even buried the cable in my backyard.

 

I've called verizon twice in the past two days as they keep billing me. Each time the wait was over an hour and I had to hang up.

 

I've sent several emails, but verizon rarely replies to emails.

 

How can one actually get things resolved with fios?

 

I have two wireless phones, and a wireless data plan with verizon as well, and the customer service there was great. But FIOS is souring me so much that I'm thinking of just getting rid of everything verizon.

 

Is there a magic phone number, email address, or anything that will make it so you don't spend over an hour waiting, and then a 2-3 hour phone call because your ondemand still fails over 50% of the time?

 

Thanks.

10 REPLIES 10
rickp
Contributor
Contributor
Posts: 2
Registered: ‎11-26-2008

Re: Is it possible to get customer support in under an hour of wait time?

Message 2 of 11
(11,070 Views)

I'm surprised to see your story. I had a similar one a few months ago, but in the last couple weeks, the phone wait has shrunk to 5 or 10 minutes. The callback option doesn't seem to work, but I was able to get through pretty quick the next day. There must be a lot of variability in call volume.

 

In any case, I have been very satisfied with Verizon FiOS Customer Service response in the last couple weeks, where previously, I thought it was the worst in the world.

 

Keep trying. I have gotten through on the number from the web page and the one in the front of the phonebook. They all seem to end up in the same place, which is a good thing.

bradg
Contributor
Contributor
Posts: 5
Registered: ‎11-26-2008

Re: Is it possible to get customer support in under an hour of wait time?

Message 3 of 11
(11,050 Views)

I'm wondering if there are different numbers or support lines.

 

Today I called. After 1 hour I got disconnected (while calling on a verizon phone).

I called back, after about a 45 minute wait, someone answered and I was dropped while being transfered.

I called back, and after an hour and a half of waiting - I just hung up.

For just today, over 3 hours on the phone - absolutely nothing resolved as I didn't ever talk to the correct person.

cjacobs001
Silver Contributor III
Silver Contributor III
Posts: 398
Registered: ‎10-09-2008

Re: Is it possible to get customer support in under an hour of wait time?

Message 4 of 11
(10,991 Views)
which dept are you trying to reach and what telephone number(s) are you using ?
cjacobs001
Techman28
Gold Contributor IV
Gold Contributor IV
Posts: 1,340
Registered: ‎10-13-2008

Re: Is it possible to get customer support in under an hour of wait time?

Message 5 of 11
(10,947 Views)

why yes its SUPER easy to get in touch with one of the Verizon Employees here at the Forums who would be more than happy to assist :).

 

PM me your contact info and I'll see what I can do to get you taken care of 🙂

CharlesH
Employee Emeritus Employee Emeritus
Employee Emeritus
Posts: 895
Registered: ‎12-01-2008

Re: Is it possible to get customer support in under an hour of wait time?

Message 6 of 11
(10,856 Views)
Haha, yeh we are glad to help!
bradg
Contributor
Contributor
Posts: 5
Registered: ‎11-26-2008

Re: Is it possible to get customer support in under an hour of wait time?

Message 7 of 11
(10,782 Views)

Verizon's email system is definately broken. When I send an email, all I get is a canned response saying Verizon is behind in responses (which after a month of seeing that message, it's tellilng about a company). Then the only follow-up email is that the email was not sent within the system and to login and resend the email. Of course, the email was sent while being logged in, and it's yet another technical failure in verizon's system. The fact that I just now got a response from an email I sent a couple weeks ago (and never got responses from the ones I sent earlier) explains my experience with verizon.

 

I tried calling Verizon again yesterday, after 1.5 hours on hold, my call was dropped (and I'm on a verizon phone) and I had to start over.

lagay
Copper Contributor
Copper Contributor
Posts: 8
Registered: ‎12-08-2008

Re: Is it possible to get customer support in under an hour of wait time?

Message 8 of 11
(10,704 Views)
I called Tech Support on a Thursday night at 10pm. Since I only have a Verizon Wireless phone; it doesn't count against my minutes after 9pm as I was expecting to be on hold for hours. The wait time was over an hour; but I left my name and number on the call back option and they said they would call back within 30 minutes. I hung up thinking yea right, I'll never hear from them again. But I was completely shocked when someone called back in 20 minutes and it was an actual person I got to speak with. They didn't fix my problem; but I was very pleased with the support I was given.
bradg
Contributor
Contributor
Posts: 5
Registered: ‎11-26-2008

Re: Is it possible to get customer support in under an hour of wait time?

Message 9 of 11
(10,388 Views)

I'm still being billed, but can't control the bills.

 

I called verizon 2 more times. First time, I waited on hold for 45 minutes and had to go.

2nd time they answered after 30 minutes, and I was dropped while being transfered.

 

Of the 20 emails I've sent them, all but 1 just say to login and resend the message (which I was logged in to begin with). Their average email response time is well over a month.

 

Verizon wireless has good support, but the FIOS department makes companies like comcast look fantastic. 

bradg
Contributor
Contributor
Posts: 5
Registered: ‎11-26-2008

Re: Is it possible to get customer support in under an hour of wait time?

Message 10 of 11
(10,385 Views)

I finally got an email back from verizon asking for my account number; woo-hoo maybe someone will help.

 

5 minutes later I get an email saying to call them.

 

I think it's easier to cancel my credit card and force billing to call me than to actually get in touch with verizon billing.

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