My DSL service hadn't worked for months. I called tech support on Thursday, 11/29/07. After going through an hour-long series of tests over the phone, I was told that they had to send a dispatch team to my home to fix the line. I made an appointment for them to come on Saturday 12/1/07, between 8am and 1pm.
The following day, Friday 11/30/07, I got a voice mail from Verizon dispatch, saying that I'd missed my appointment and needed to reschedule. I called tech support, who wanted to run me through all the tests again, even though I insisted that I just needed to get through to dispatch. It took an hour to get put back through to dispatch. When I finally was put through, the customer service rep told me that I'd gotten the dates wrong, not them, which was completely untrue. I would never schedule an appointment on a weekday as I work during the week. They rescheduled my appointment for the following day, 12/1/07 from 8am to 7pm. When I asked them if they could narrow down a time, they refused. I told them to make sure that they contacted me on my cell phone, as my DSL line didn't work. And I went down to my door buzzer (I live in an apartment building) and taped a big note that said "VERIZON DSL - RING BUZZER #3." I also tested the buzzer to be sure it worked.
On Saturday, 12/1/07, at 9:30 am, I got another voice mail on my cell phone, telling me that I'd missed my appointment and needed to reschedule again. Livid, I called tech support again. Once again, they tried to put me through all the line tests until I lost my temper and demanded that they put me through to dispatch. When I finally did get put through to dispatch, the agent said, "Don't worry, you're still scheduled from 8-1 today."
I said, "I thought it was 8-7."
He said, "Oh, yeah, 8-7."
I didn't believe him so I asked to speak to a supervisor. After getting put on hold for half an hour, someone picked up. But it was not a supervisor, it was tech support AGAIN. I had to wait again for them to put me back through to dispatch.
Finally, I got another dispatch agent (Archie, ID# Z866475) and explained myself again. He looked at my file and said that I never answered my phone or my door so they left. I explained about my sign at the door buzzer and the explicit instructions that they dial my CELL phone, not my land line, but he had nothing to offer. He said I had to make another appointment. So I asked to speak to his supervisor.
After 20 more minutes, the supervisor (Sam, ID# Z851398) came on the line and, after I explained my situation to him, he put me on hold so that he could call the local dispatch office. He came back on the line to tell me that there was nothing he could do. The local office refused to make their appointment. So I asked to speak to Sam's supervisor.
Again, after 30 minutes, he came on (Jake, ID# Z848006) and I went through the same thing all over again. He called the local office, the local office was no help. I asked him to give me the name and address of the local office but he refused. I asked to speak to his supervisor and he claimed not to have one (which, unless he is the CEO of Verizon, is total bull). So I told him I'd file a complaint with the Better Business Bureau and hung up.
On Tuesday, 12/4/07, I called to cancel my service. The woman I spoke to (Hanan, ID# 646808) seemed fairly contrite and told me she'd do everything to fix the situation if I didn't cancel. I decided to give them one last chance and set up an appointment for next Saturday, 12/8/07.
On Wednesday, 12/5/07, I got another voice mail, just like the ones I'd gotten twice before, saying that I'd missed my appointment and had to reschedule. I called back again and spoke to another agent (Kunga ID# Z884366) who said, "I don't know why they came today, they should've come on the 7th." I said, "No, they were scheduled to come on the 8th." So, not only did the local office screw up, but the woman I spoke to the day before screwed up as well. Kunga said that she'd have someone at my house on the 8th, and I told her plainly that I didn't believe her, then hung up.
I don't think they are going to show on the 8th. I am at my wit's end right now, and I want them to pay me the $300 I've paid since my service worked properly.
Nam4anad
Philadelphia, Pennsylvania
U.S.A.
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