06-22-2013 01:38 PM - edited 06-22-2013 01:44 PM
Hello. This is a true story that happened to me and my wife. I want to share because it caused us so much pain, that maybe people can learn from our experience in the future.
On Sunday, 06/16/13, I lost internet at home. I have Verzion DSL High-Speed internet with the extra $15/month for enhanced. This is just one tragic story in a long history of tragedies, but I will keep this as concise and short as possible.
I lost internet services on Sunday. Called Verzion on Monday and spent 1 hour with a technician having me reset my modem every which way. I'm not a high-end user, but I know enough to know that whatever he was doing was not helpful. After 1 hour, I got hung up on. Verizon tech had taken down my number in case that happened, but he never called back. Broken promise. Turns out, he knew nothing. There was an outage in my area and he never even bothered to check.
I called again and spent 20 minutes on hold before getting hung up on as soon as the tech answered.
Internet came back on Monday night, (it was an outage) but now the router is not playing nicely with the modem. Seems like all the resetting etc. messed it up. Doesn't work. Tech support made things worse. Broken promise.
My wife calls several times during the week. Hours on the phone. Time away from work. Time being upset and on hold.
One person says this, another says that. We find that Verizon is not responsible for breaking our wireless configuration settings, and they tell us to contact the router company and pay them tech support. We do some research (on our phones because we have no wireless to share) and go over our data plan with Verizon Wireless (no relation). More money out of pocket, and not Verizon's problem they tell us. Verizon Wireless is not Verizon's problem.
I get a call on Thursday. A Verizon specialist wants to talk. I step outside from work, and tell him (firmly) to please have a manager call me outside of business hours (9am-5pm PST). I was tired of wasting so much time. He agreed, and the next day, Friday, a manager called my wife at 4:40pm. Not me, not after 5pm. Broken promises.
Saturday, I fixed the wireless router issue because I'm a genius, and a Solutions Representative/Manager calls to follow-up on everything. I tell her the truth about everything. She is very sorry. She will make sure to follow-up on this. I feel a bit better. But when it comes to the reimbursement/bill-credit, she can't speak to that. It's a separate department. Billing. They're only open 8am-5pm, Monday-Friday. Days without internet, more days without wireless internet. Money to 3rd party tech support. Money to Verizon Wireless for data overage.
So, the moral of the story is, if you have an issue, don't expect any answers to be given or promises to be held by Verizon. You know how United breaks guitars? Well Verizon breaks promises.
The other moral is that calling Verzino tech support is a bad idea, and if other options exist, consider going with a different company.
Your issue has been escalated to a Verizon agent. 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. Please keep all correspondence regarding your issue in the private support portal.
Well that's a shame. I have not received an email nor a phone call since I wrote this forum post. In fact, the post after mine suggested that I navigate to something like "My Support Cases", which I was not able to do. Here is the line:
"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"."
I went to my profile page, looked everywhere, and did not see this option. I find this to be poor follow-up on Verizon's part. I have registered my email and best contact number with my acount and forum profile, and yet when my case is "escalated", no one made an attempt to contact me directly. One attempt was made via the forum and yet now you want to close this case? That is a shame.
Please do not close my case. Please do something to resolve this issue.
Ah, now I see the "My Support Cases" as an option. In looking this over, I am asked to fill-out a secure form. I realize that I did this already, on 06-22-13, and there was no reply or action taken. I will do it again now.
If anyone is reading this out there, I want you to know that 2 weeks after the initial incident, this issue is still not resolved.
I have been reached out to in Private Forums regarding this matter. No emails or phone calls in the last week (with one exception... read on).
The latest news is that I would be transferred to the "retentions department" for potential compensation. I was glad, as maybe there would be justice after all. I made it very, very clear that I could not speak during working hours, which are 9am-5pm (PST). I was told, by Art, that I would be called after 5pm (PST) on Monday (today). I was told this. In print. Not a verbal lie this time.
As you can guess, not after 5pm, but at 4:23pm, I was sent a message from Paul on the Private Forum, telling me that the office would close soon, and could they call me now? Imagine my surprise! Not a phone call. Not an email. But a Private Fourm message that did not send me an alert! How funny! Note: I didn't get this message until after I got home, after dinner.
This was later followed-up by a call from "Unknown" at 4:32pm. Terriffic! A total blatant lie. They fooled me again. I changed my day around to be available after 5pm, and they swooped in and private-message-forumed me to let me know they would call sooner, and left me looking riduclous outside work on my phone at 5:02pm.
Verizon Breaks Promises. This has been a horrible, horrible experience... and it's not over yet.
OMG, reading your post makes it seem like you composed the leteer I am working on. Our HSI ( misnomer, nothing high speed about it) has been off and on mostly off for the past 2 weeks. Had a repairman come in on 6/23, replaced some wires ( at my expense), and said it was ok. It was for 12 hours. Now it is constantly up and down. Have spent numerous hours between the vru and speaking to reps, and repeating the same thing over and over. Yesterday over 1 hour on the phone. Last tech said it was escalated (?) as an intermittent outage, and a rep will be out tomorrow if not corrected internally. How is this determined? Obviously it is now working, but probably out again in 30 min. Really upsetting.
I have to laugh when on the phone you are told that many issues can be resolved by going to Myverizon on the internet. DUH, not if you can't connect.