Since December 18, I have spent over 5 hours on the phone and talked with at least 9 different people at Verizon and NO ONE has taken the responsibility to help me! All I want to do is to get DSL installed in my condo. When I placed the order in November to start December 18, I was told by the salesperson that if I had problems with the installation since I am a widow and live alone with no family in the area, they would send someone out at no charge.
After two people tried to figure out the installation, I called Verizon back again, sharing what the salesperson had told me about offering help with the installation AT NO CHARGE. After nearly two hours talking with 4 different people from Tech support to Billing and a lot of hassle because they wanted to charge me $120 for the installation ( everyone had a different answer), finally Raj told me that they would come out on January 14 between 8:00 and 5:00 for $65 to hook up the DSL. I was so upset and tired of being on the phone, I agreed, even though I had been told there would be no charge.
On January 12 and January 13, I received two voice mail messages from Verizon as reminders that the tech person would be out January 14, and I would need to be home from 8:00am to 5:00pm. (They are not willing to give you any kind of time frame for the service which, in itself, is a terrible inconvenience.) After staying home all day long, by 4:00 pm, no one had come or no one had called, so I called Verizon again. This time, after 1 1/2 hours on the phone and being transferred again back and forth to different departments, Mohammed finally assigned me a case number and ASSURED me that he would schedule someone to be at my place that evening since they did not stop work until 7:00pm. AND he assured me I would not be charged since I had waited all day long with no response. Well, needless to day, no one came or called, and Mohammed, who took all my phone numbers, never called me back.
The next day I called Verizon a third time, this time furious and determined to get my money back and cancel the service. Again, even with my case number, I was transferred to three different people, and after over 1 1/2 hours on the phone (mostly on hold!), I finally got someone in India who AGAIN ASSURED ME that he would have a tech person out AT MY CONVENIENCE during two times I gave him either Monday or Tuesday for no charge. He again took down all my phone numbers and PROMISED he would call me back as soon as he could get through to the tech people to schedule the visit. I have waited all week and NO ONE has called. In the meantime, Verizon has been charging me since December 18 for the service that has NEVER been connected.
Tomorrow I am making the final call to cancel DSL forever, NEVER to work with Verizon again. Not only are their customer service reps totally unreliable, but the different departments do not communicate with each other, and each one gives different answers. It seemed like all any of them wanted to do was to get you off the phone so that they did not have to take accountability or responsibility to really help you. Oh, my, how they need my customer service training!!!!! I will report in this blog how the final call goes tomorrow. My advice: NEVER ORDER ANY SERVICE FROM VERIZON!
