My fiance and I have had Verizon Internet service for a year as of this month and we decided we wanted to add Fios TV to our plan. We were sent a self installation kit and I received a call yesterday that we could activate the new service, so when we got home last night we attempted to set it up.
Unfortunately, we couldn't get the service to activate so we had to call tech support. Tech support tried to activate our service from their end but had no luck either. We were told that someone would need to come out and wire the wall jack because it probably wasn't done. So we continued to work with tech support to setup a time to have someone come out. I had the gentleman on speaker phone with my fiance in the room. He said he saw a slot open in the computer from 7:00 AM - 8:00 AM. He said it wasn't something he had normally seen available but he would go ahead and put us down for that time.
This morning rolls around and I just had a bad feeling because the SAME THING HAPPENED WHEN WE WERE TRYING TO GET OUR INTERNET INSTALLED LAST YEAR - they had said someone would be out on a specific day/time...I waited...and waited and no one ever showed up....so I called and they told me they didn't even have it in their system. WASTE OF MY TIME.
So what do you know........... I called tech support first thing this morning regarding my appointment and it was scheduled incorrectly as well! They said they DIDN'T have us down for between 7:00 AM - 8:00 AM...and that there wasn't even such thing as an appointment in that time frame...he said that they actually had has down between 8:30 AM - 9:30 AM. I told him that wasn't going to work and I needed him to get someone out right away so I could get to work. He said he would send a message to the technician to call me. Well...that doesn't help much because if no one calls me what am I do to? Call Verizon's main number and go through all of the prompts AGAIN? Typical. So he said he would call dispatch and try to contact a tech that way. After he did that he got back on the phone and said that someone should still be there between 7:00 AM and 8:00 AM and it was a good thing that I called! I waited and waited...it was 9:30 AM and I still hadn't heard from anyone.
I called tech support again and the guy who answered the phone sounded like he was stoned and could care less what was going on with the situation. He said there was really nothing he could do and I asked to speak to a supervisor...he said there wasn't anything his supervisor could do either and basically I just had to wait. I still asked to speak with a supervisor and finally got her one the phone and as soon as I did the tech calls me to say he will be arriving in about 12 minutes...I would say this was a little after 10:00 AM. I got back on the line with the supervisor and this woman was VERY kind and tried her best to be as helpful as she could. She even told me she saw on the computer that the tech support guy DID put us down in the notes for a 7:00 AM - 8:00 AM appointment and she was going to put in a request for him to be coached because of it. She apologized for the problems I had experienced and contacted customer service for me to report the problem and see what they planned to do to compensate me for the inconvenience. She said sometimes when things like this happen they offer customers additional channels as service recovery. She got back on the phone and said the customer service supervisor told her there was nothing they could do to help me and would not be providing any compensation/service recovery.
I asked for her to transfer me over to the customer service line and I spoke with a rude woman who said the best she could do was give me a $25.00 credit for a missed appointment. She was mixing up my story and would say (for example) "So let me understand - you said your appointment was supposed to be from 10 AM - 2 PM right?" I would tell her NO and repeat my story telling her the correct time AGAIN. She said that I was actually scheduled for an all day appointment. So, I told her the reason I called was to speak to the supervisor and see what they planned to do to fix this mess so she transferred me to one. When I got on the phone with this supervisor I explained the situation for the 15th time and I told her that all of this was absolutely ridiculous and I wanted to know what she was going to do to clean it up. She had an attitude as well and said "Well since you misunderstood the appointment time" and I stopped her and told her I DID NOT MISUNDERSTAND ANYTHING...this made me SO MAD!!!!!!!!!!!!!!!!!! ESPECIALLY SINCE THE TECH SUPPORT SUPERVISOR TOLD ME SHE SAW THE 7:00 AM - 8:00 AM TIME IN THE NOTES!!!!!!!! She said "Ma'am I am not trying to say you are lying BLAH BLAH BLAH" then she said "You were just scheduled for an all day appointment which is 8 AM to 7 PM.".........WHERE DID THIS COME FROM? MY FIANCE AND I WERE IN OUR LIVING ROOM ON SPEAKER PHONE SCHEDULING THIS APPOINTMENT AND BOTH HEARD THE SUPPORT GUY SAY IT. I WOULDN'T SCHEDULE AN APPOINTMENT FROM 8:00 AM - 7:00 PM WHEN I KNOW THAT I HAVE TO BE AT WORK. She also told me that she would not provide me with any additional channels as service recovery and all she could do is credit my account $25.00. I just told her to just credit my account so I could get off the phone.
To top it all off...the tech that came out to our building this morning said our apartment wasn't even wired properly but should have been when the Internet was installed. He worked on that as well and made an absolute mess in our closet with his wire clippings, pieces from inside the wall and chunks of insulation.... just left it all over our stuff on the floor in our closet.
I am beyond livid that I had to miss work and deal with this the entire morning. It's an absolute waste of my time. Verizon needs to LEARN HOW TO TREAT THEIR CUSTOMERS RIGHT, train their teams to better communicate AND be prepared to provide quick service recovery when they royally screw up like this.
We have been dealing with crap like this since we signed up for our Internet service last year...I wrote a huge complaint because I kept receiving emails from Verizon asking me to rate the service. Well I rated it very poorly and never heard back. I will probably post that on here as well.
If you can avoid it, DO NOT SIGN UP WITH VERIZON. It's a waste of your time. You can find MUCH better services with AT&T Uverse. We are just out of luck because we are required to have Verizon where we live.
Thanks,
PGraham