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Problems changing service

Posts: 1
Registered: ‎02-14-2016

Problems changing service

Message 1 of 3

I had an experience on the phone this morning that was extremely off putting.  I wanted to change my service, eliminating my TV and Phone service, while increasing my internet service.  After getting quoted a price much higher than advertised online, I asked to speak with a supervisor.  After 15-20 minutes on hold, the system appeared to end the call. 

I used the chat service after that.  After over 40 minutes online, I got quoted another price for a lower level of service that was still $20/month more than the online price for that lower level of service.

After 32 minutes on the phone and over 40 minutes in a chat, I gained nothing but frustration.  It is clear to me that the business model is one that is built to retain customers through apathy and laziness, not through customer service or superior services at superior prices. 

What's worse is that, other than chats and forums, there is no traditional method to submit a question/complaint.    

My only choices are to accept prices higher than advertised or switch to a competing company.  That's not a hard choice.  Like I said, I've been happy with my service to this point, but given the options, I feel like I'm being asked to leave.  

Posts: 3
Registered: ‎11-16-2015

Re: Problems changing service

Message 2 of 3

Yea, Verizon doesn't just want you to have just internet service. It's called a "dry loop". so they up the pricing trying keep you where you are at. I don't have the TV service just the limited phone service and internet and they seemed happy with that. Plus, I do not have a contract. I told them that I don't do contracts, they were ok with that too. All in all, they probably do just as bad a service as the next one does.

Silver Contributor II
Silver Contributor II
Posts: 334
Registered: ‎04-24-2014

Re: Problems changing service

Message 3 of 3

Hi, If you see a price online that you can't get phone guys to honor, have that webpage open and rather than asking them to sign you up, instead ask them to help you sign-up online . This worked for me when renewal time came. I told them  "the online price is better, so i'd rather sign up that way".....and i was shocked and delighted when she replied " i understand and would be happy to help you with that today" and then she did! good luck!

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