Ok so i have had Fios for 2 1/2 months now. Exciting huh! Never a dull moment! On the date of the installation the installer arrived. He went on to tell me how this was his first install! Hadnt seen one of these O N T things before. 7 to 8 hours later and after borrowing many of my tools and me to get the job done I had Internet but no phone. 24 hours later after many calls to Verizon's support (From my cell) the phone finnally was working. TV showed up 3 weeks later when I was told my Media Center would not work (Ill have to add 2 new set top boxes to the account) and 2 Tivo's V1.0 would not work. Ok so we got the Motorola DVR for free for 1 year that should replace the old Tivo's what a bargain because it DOES NOT RECORD ANY SOUND. It also turns itself off! Must be a wonderful power saving option huh? So I spend several hours on the phone on HOLD (Get used to the ON HOLD thing) to be told to drop it off at the local UPS shipping office and send it off for free. I could have shipped 5 packages in the time the UPS office took to fill out the paper work Im ready for a nap. So after my wife has chastised me for ever getting her into this mess we order a Tivo Series 3 $950. Ok so what if she missed many of the season openers? Live in my shoes I said. So I go to call Verizon to order 2 cablecards for our new Tivo, I started on hold at 9:00am and by 2:00pm I gave up and drove to my local Verizon store to order 2 cablecards, sorry sir but we can't order them for you but here, she hands me the phone please order them yourself! I went home and sat on the phone most of the rest of the day, I enter my land line # and always eventually end up with Verizon Cellular which I dont have (Just trying to add services to my account) I gave up around 5:00pm. Next day I get the cards ordered after several hours but they cant be here for to install them for around 3 weeks. OK im in trouble with my wife again. While Im finishing ordering the cablecards the Phone rings and its the Verizon Collection dept! If I dont pay the bill I paid 1 week before its due date AGAIN they will turn off my service tomorrow. I used the Verizon account # they gave and setup billpayer to pay the bill, paid it 1 week early now Im sent to collection? They wont accept anything but a copy of the transaction from my bank. My bank does not make any copies its all electronic transfer. Luckily the next day I receive a check from Verizon for the $321.88 that I paid them a month ago? OK are they stupid or what, nobody thought to look to see if the account under my name needed $321.88 applied to it? Oh and why give me an incorrect account # printed on my bill anyway? All other bills since have had a different account number? Ok Ive just waisted another complete day of my time. All is well for several days. But now my computers cant access the Internet, dropping like flies, Im an IT person so after part of a day I trace it down (my Saturday off from IT stuff) to the Verizon supplied Westell router, Of course after multiple power starts and attempts to access the router I have to hard reset it and wait for 30 minutes for the ONT to recycle. I see a RJ45 plug that would allow me to use my supperior Dlink DGL-4500 Gigabit router wow I was going to do this but Ive been so busy on hold and fighting off the Verizon Collection service I havent had a moment to spare. So I call tech support. My ears are still ringing... I get yelled at not to touch anything that Verizon owned! OK I wont use my Dlink router, I have to wait for the Westell 100mbps piece of junk to recycle. Ok Internet is back on again, did I mention they told me NO NEW ACCOUNTS ARE CHARGED INSTALLTION FEES? They just dont call them INSTALLATION FEES they call them ACTIVATION FEES! Oh and that Free DVR for a year has been charged on my bill. Oh and a late fee because I was dumb enough to use the account number supplied to me by Verizon. So the Verizon guy shows up and has my new cablecards, sorry but I havent done one of these before. Oh boy another rookie? Thank goodness I knew enough to help walk him through pairing an "M" card. 4 hours later I have Tivo! So yesterday I get a bill in the mail for $166? My account is current at $0 but yet Im getting my Verizon turned off again in 7 days time. I spent 3 hours on the phone last night (Mainly on hold) Brittany wanted to anyalize my phone bill and put me on hold. 40 minutes later Collections picks up and wants $166. I asked why Im current? They wanted $166 more and for what? And what happened to Brittany anyway? Desiree now laughs and says "Pay the $166 or go to billing if you want to anyalize your bill" I told her I WAS with billing she told me she was putting me on hold to check my bill? After a number of other completly worthless customer service reps Melanie and Levigne and a guy from India who was pretty nice I was put on hold again and lost the connection after another hour. Melody was able to tell me I owe $0 so the $166 is not on the system. Today I went into the local Verizon store and explained my deep dissapointment in the deplorable customer service. Funny she didnt look surprised. Her computer locked up as I sneered, she used a spare computer but to no avail there is no ammount of $166 on the account we will investgate and call you back. No call yet its been all day.
I dont have words strong enough to describe the frustration of the many lost hours over the past 2 1/2 months with the customer service dept of Verizon. It is horrific and deplorable. I will post on TheGreenButton, My3Cents, and file a complaint with the Attorney Generals Office in Washington State. This company rates about as low as I can possibly put them.
0 comments