I called Verizon FIOS to order phone, internet, and cable prior to my move in. My Consumer Order Summary was dated 3-28-08, and the scheduled installation date was 4-7-08. I reviewed the e-mail and all looked well. I move into my new house and install date comes. They setup an 8 AM-noon window. I already had the Optical Network Terminal unit (ONT) in my house, so I figured this would be cake for them. I am a Sys Admin at an ISP, so the internet stuff I could do myself with ease.
On install day, no one showed, no one called. I had my mobile with me at ALL times. So around 1:30 PM I called Verizon to see what was going on. If something came up, I had a week off to move in and if they needed to come by in a day or two, I was totally cool with that. After about an hour on hold I got in touch with a “state level” dispatcher. That said that there were “no facilities available for my order” and I was called. Nope, I wasn’t called; they did have my cell (which I had with me all of the time) in their records. I wanted them to come out later in the week if possible since I was home. They said that their next available time for me was 4-12-08, which was a day where I was going to a wedding. The next available time after that was at the end of the month, on a work day for me.
Basically because they did not show up, or even notify me with a reason, they put me at the back of the line. I was trying to escalate my request and the support only gave me unreasonable dates and that “no facilities available for my order” BS. I later wanted to get my copper line put back so I could at least get phone service, and after a long wait in hold they gave me the end of the month as a date. Basically I was being run around in circles and being shoved to the end of the line because Verizon screwed up my installation. I was told the only way I could get it sooner is if I “knew an installer who’d do me a favor,” and I was pretty much screwed with the window of time I had to get the service installed. The salesperson fed me a load of bull and the installer didn’t even call me with a reason. I tried to figure out what “no facilities available for my order” meant, and why this was such a problem since I already had the ONT in my house. Half of their work was already done.
The same day, I called a local cable company who installed my phone, internet, and cable the next day. They showed up on time and did the normal pre and post appointment verification. I unplugged the ONT in my house and let the battery go out. Verizon gave me such a lousy customer experience I swore I would never do business with them, and be sure to let other people know about their awful customer service and commitments they setup and do not honor. Verizon screwed up prior when they bought Bell Atlantic, and screwed up our perfectly find DSL service I had around 98/99. My money is going to a competitor, and Verizon won’t see it because they have abysmal customer service. I am certainly interested in fiber optic lines connected to my house, but so long as Verizon is the only provider, I will happily do without.
James Herndon, VA
Sunday, January 6th 2008 12:42 PM
Verizon has great customer service when they are signing you up. Once you have signed-up, forget it. If you have any problems, you end up going through a long, long series of voice prompts; it takes an act of Congress to actually get to a real live person. Once you get them, you a given another phone number to call because the "they" don't handle "that" problem. Bottom line is that Verizon's left hand and right hand do not talk to each other. Save yourself frustration and go somewhere else.
Wednesday, October 10th 2007 8:12 AM
good luck getting in touch with customer service. good get getting them to honor contracts and deals. the only reason theyre not the worst company in the industry is because AT&T exists
Tuesday, September 4th 2007 4:17 PM
customer service is terrible!! They sent the service ready date to me and told me it was activated. But it took 1 week for me to get the service. I decided to cancel the service (it is very slow) after I had used the internet for 24 days. But they charge me $79 early terminate fee because the activation date is 31 days ago. The representative was very rude and said I have to pay $79 after I insisted to cancel the service. The 30 days guarantee is a joke. Be careful about it. I will never use Verizon again.
Saturday, August 18th 2007 1:20 PM
HORRIBLE customer service! I could not get my internet up and running whatsoever so I called tech support. People from India who have no administrative rights at all (they have to ask their "supervisor" for every little thing they do) acted like they were reading from a script, and when they realized they couldn't solve my problem, hung up the phone several times!! I ended up calling them so many times (being asked the same questions over and over: "is your modem plugged in?" DUHH) that my wireless bill totaled over $200 above what I normally pay. Finally, after one month of agony, I called in a friend who's an engineer who helped me fix the problem.
BEWARE of Verizon's crappy customer service!
Monday, September 6th 2004 10:09 AM
Verizon is very expensive and has the worst customer service of any company I have ever encountered.
Tuesday, September 23rd 2003 10:04 PM
I had Verizon DSL for about one year. Reliability and speed was average. Problems arose when I had to move. I called to notify them of the move and to cancel my service ~30 days in advance. I kept getting bills from them for the next 3 months. Total ~$179. I called every month since 9/02 until now. Every time they told me that they'd credit my account. Last person we spoke with was Betty Fellers. She gave us her fax #(304-264-0199). One whole year, 4-5 'managers' later, there is still no progress. F@*K CROOKS! I'm filling complaints with the BBB and local TV channel.
Tuesday, September 23rd 2003 9:59 PM
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