Verizon FIOS Customer Service, Beware!

[andyzee]

Lately I've seen customer service at different companies really go downhill. But Verizon has to be tops in this department. I started typing up the whole story of crap that I've gone through with them for two changes, but it would take up a couple of pages to list their ineptness. To try and put it a simple as possible, if you request anything from Verizon, be certain as to what you want. If you make any changes in your request, they just can't handle it and it's guaranteed, that they'll screw up. This happened to me on two occasions already and it's unbelievable how inefficient their system is.

 

[ctenidae]

It took us 5 tries to cancel our VOIP service, even though we managed to cancel our dry DSL line on the first try.

 

[BeanoNYC]

Try this

...or

You can always launch an Executive Email Carpet Bomb. This has worked for me in the past with Sirius. I got a call back within an hour of sending an email to the CEO, COO, CFO, CIO and Various Presidents and EVPs. When I asked the CSR who called me if I escalated the issue high enough, he responded..."oh yeah."

I can be a real pain in the ass when I want to be....

 

[andyzee]

Try this

...or

You can always launch an Executive Email Carpet Bomb. This has worked for me in the past with Sirius. I got a call back within an hour of sending an email to the CEO, COO, CFO, CIO and Various Presidents and EVPs. When I asked the CSR who called me if I escalated the issue high enough, he responded..."oh yeah."

I can be a real pain in the ass when I want to be....

Thanks, I probably will call the first one just to complain. As far as resolving the issue goes, I'll resolve it, it's just frustrating with all the crap you have to go through.

 

[mondeo]

I've never had good luck with either ATT or Cox (cable.) It took ATT three weeks to actually get me working DSL.

 

[ckofer]

Is it still Verizon or is it now Fairpoint where you are located?

 

[andyzee]

Is it still Verizon or is it now Fairpoint where you are located?

Verizon

 

[Paul]

I've never had good luck with either ATT or Cox (cable.) It took ATT three weeks to actually get me working DSL.

Rotten Hill is a tough area for DSL. There is no CO there, its in Wethersfield. Depending on where you are in town, it can be a real PITA.

 

[mondeo]

Rotten Hill is a tough area for DSL. There is no CO there, its in Wethersfield. Depending on where you are in town, it can be a real PITA.

It wasn't availability, it was the process. If I remember correctly, it went something like this (bear in mind, this was 2 years ago, so things may have changed; being a landline company, I doubt it, though):

Moved in, and went to activate service. Price was only available online, but you couldn't sign up for DSL online until you already had an active phone line (still baffled why you can't do both at the same time.) So I got the phone activation scheduled; for some reason it takes (or took at that time) a week before you could get phone service activated. One week down.

So, line active, go online again. Can't order DSL. For some reason, the phone activation databases don't (or didn't) link to the billing databases, so the online system won't let me in. Call to complain, they give me the online rate with phone activation (probably should have tried that the first time.) So a few more days wait for activation of DSL and to get the modem, which for whatever reason gets shipped from Texas for home installs. About another week goes by, line's active but no modem. Call again, and somehow the modem order had been put in the system but then canceled. So a few more days (plus Saturday and Sunday) and I finally have an internet connection. Almost three weeks in all.

The thing I just can't understand with both cable and phone is why it still takes a home visit to activate (or, again, did 2 years ago.) Why isn't it just an electronic activation for lines that are already installed?

 

[andyzee]

Try this

...or

You can always launch an Executive Email Carpet Bomb. This has worked for me in the past with Sirius. I got a call back within an hour of sending an email to the CEO, COO, CFO, CIO and Various Presidents and EVPs. When I asked the CSR who called me if I escalated the issue high enough, he responded..."oh yeah."

I can be a real pain in the ass when I want to be....

Still not resolve, trying the first link you gave, here's my email:


Mr. Reddick,

I'm sorry to bother you with this but on numerous occasions I have experienced issues with Verizon support that I just find to be unbelieavable and I was hoping you could help me.
My problem started around the end of April. I called Verizon and informed them that I will be moving and need my services moved, I have Phone, FIOS Internet, and TV. A date was appointment was setup for 5/16 to move service, order# 0000xxxxxxx. Since that time, I decided not to move there and found a new appartment. I called Verizon to inform them that I need to change the move date and address, this is where the issues started. I have been at it for a week and a half now and have still been unsuccessful in getting this don. I will do the best I can to give you the chain of events:
On Monday 5/5, I called up to make the change of address and date. The person that was assisting me with this seemed uncertain as to how to do this and put me on hold. After being on hold for awhile, they came back and told me that someone that would be better able to assist me would get back to me within 24 hours.
I waited until 5/7, no one called, so I called again. I get a nice lady on line and explained to her what had happened. She informed me that she doesn't see why this would have been and issue to begin with and assured me she would take care of it for me. She didn't cancel the previous order, just changed the date and address. I asked her to make sure that my service isn't disconnected at my present address on the 15th as had been requested in the orignal order, she assured me it wouldn't be. I have my doubts after my experiences, but we shell see. OK, now service is scheduled for a move on the 30th to my new address.
On 5/8, I get a call from an automated system stating that I am scheduled for a move on 5/16 and asking if this is still good for me, I respond that it is not. The system then asks if I would like to reschedule, I say no. I am then transfered to a person. I explain to them what has happened up to this point, they check and state that the order had been cancelled. I tell them that it had been rescheduled for the 30th at a new address, they have no record of this. I tell them I would like to reschedule, I am told that I can not since the cancellation went in, I need to wait 24 hours before a change can be made.
On Friday 5/9, and person calls from Verizon and leaves a message asking for confirmation of my cancellation. They state that it's a partial cancellation and that the move of my phone service and TV service had been cancelled but that my Internet service was still scheduled to be moved! (I still have this on my VM if you would like to hear it)
Friday 5/9 I get home and call Verizon to check on the status of cancellation and try to reschedule. I am assured that it was a full cancellation and when I try to change date and address, I'm told record is still locked, I should call again on Monday.
Monday 5/12, call Verizon to change date and address, I'm told that record is still locked. I explain to Verizon rep the experience I have had and that I need to get this resolved. They informed me that they would do their best to resolve that day and would call me back.
Tuesday 5/13, person had not called back. I call Verizon again to resolve. I am told issue is being worked on and tht they can't help me since someone else is working on it. I ask them to connect me to the person that is working on this issue, they can not. I ask to speak to a supervisor, one can't be found, but I'm assured that one will call me within 24 hours. I'm still waiting for the last 2 supervisor requests.
Mr. Reddick, I'm sorry, but I can't understand this, why is it so difficult to change an address and date? This is the second time I am experiencing such and issue with Verizon. The first occasion was a similiar experience with trying to change the date of a DVR install. Please help, I would like to move on 6/1, and I would like to have my Verizon services at my new residence.

 

[andyzee]

OK, no response to above email, issued still not resolved. Salt in would, got a call a few minutes ago from a Verizon rep asking me to take survey on Verizon support! I almost felt sorry for the poor woman as I blew up on her. :-?

 

[Moe Ghoul]

OK, no response to above email, issued still not resolved. Salt in would, got a call a few minutes ago from a Verizon rep asking me to take survey on Verizon support! I almost felt sorry for the poor woman as I blew up on her. :-?

Wow, another verizon hater. Excellent. I could write volumes on how bad they are. I just got off the phone with them for yet another billing screw up and I don't even understand my bill anymore. Verizon really sux, I'll be done with them before year's end.

 

[andyzee]

The latest, my email service was disconnected yesterday. I tried calling verizon to resolve and somehow got connected to the DSL department, I have FIOS. They informed me that I need to speak to the FIOS people and told me they will transfer me to the FIOS department. After a number of transfers through an automated system, I was brought back to a prompt that asked if I conncet through DSL or by phone, I hung up. I then send an email to support@verizon.net. After an hour or so, I recieved a response stating that they would get back to me within a day. Today I get an email instructing me to call the DSL department. I write back and tell them I have FIOS. An hour later I get another email with the phone number for the FIOS department. They were able to get my email working again and inform that it had been disconnected because or the cancelled work order I had. I told them I have concerns about my other services and they tranferred me to billing. I told billing the nighmare I had been go through for the last two weeks. I got what seemed like a competent person that assured me everything is now straightened out. If things are not straightend out by the time I move, I wll be getting rid of Verizon phone, Internet, TV, and Cell phone service, we shell see. :roll:

 

[Moe Ghoul]

The latest, my email service was disconnected yesterday. I tried calling verizon to resolve and somehow got connected to the DSL department, I have FIOS. They informed me that I need to speak to the FIOS people and told me they will transfer me to the FIOS department. After a number of transfers through an automated system, I was brought back to a prompt that asked if I conncet through DSL or by phone, I hung up. I then send an email to support@verizon.net. After an hour or so, I recieved a response stating that they would get back to me within a day. Today I get an email instructing me to call the DSL department. I write back and tell them I have FIOS. An hour later I get another email with the phone number for the FIOS department. They were able to get my email working again and inform that it had been disconnected because or the cancelled work order I had. I told them I have concerns about my other services and they tranferred me to billing. I told billing the nighmare I had been go through for the last two weeks. I got what seemed like a competent person that assured me everything is now straightened out. If things are not straightend out by the time I move, I wll be getting rid of Verizon phone, Internet, TV, and Cell phone service, we shell see. :roll:

Sounds about right. I have at least 8 similar stories in the past year. Don't bother with the $99/month Triple Freedom, it took them 7 months to get it half right, and my bill goes up every month and I have to call them. I go thru the BS phone menu, then get someone that doesn't know what's going on. Then transfer me and I get cut off. Over and over again. My neighborhood doesn't have FIOS, although when it works, I hear it is good. I'm getting 2 new laptops with PC cards, keeping Direct TV, and bailing out of the landline/ DSL BS. Were finally cutting the cord, so to speak, and will just use cell phones.

 

[andyzee]

Sounds about right. I have at least 8 similar stories in the past year. Don't bother with the $99/month Triple Freedom, it took them 7 months to get it half right, and my bill goes up every month and I have to call them. I go thru the BS phone menu, then get someone that doesn't know what's going on. Then transfer me and I get cut off. Over and over again. My neighborhood doesn't have FIOS, although when it works, I hear it is good. I'm getting 2 new laptops with PC cards, keeping Direct TV, and bailing out of the landline/ DSL BS. Were finally cutting the cord, so to speak, and will just use cell phones.

Once the service is up and running, it's very good. When you phone in an order, no problems. Make a change in an order, expect hell!