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Overall Experience with Verizon

Posted Tue January 20, 2009 2:50 pm, by Dana C. written to Verizon Local Telephone (and FIOS)

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PO Box 9000
Annapolis, MD 21401-9000


To Whom It May Concern:

I am writing to inform you of the unacceptable service I received today, and to inform you of my unhappiness with your service since we signed our contract with you in March 2008.

I received my bill dated January 10, 2009 for my account, number xxxxxx. As seems to be the norm, I had a billing issue that I needed to call you to have fixed.

There are two charges on this bill for "Inside Wire Maintenance" totaling $9.15. I had called during this bill cycle to report that my phone jack was no longer working and I had no dial tone. I was told by the representative when I booked the service appointment that someone would come out in a couple of days and that there would be no charge to me, as this was included in my service. I was not expecting any charge for this service call, so I called customer service today to question the charges. I waited in excess of 30 minutes to speak to someone, which is ridiculous. When I finally got someone on the line, the representative was unbelievably rude and not accommodating whatsoever. She told me that I had authorized enrollment in a monthly "Wire Maintenance Plan" when I made the service appointment and that I would be charged $5.99 per month going forward. I never authorized such a plan and was never told that this was what the representative was doing. I asked to speak to a supervisor and waited 10 additional minutes. When she finally got on the line, she was even more rude than the original representative. She told me that she would not refund the $9.15 I was charged unless I paid a $95 service fee. This is absolutely ridiculous. None of this was ever disclosed to me and I feel that I should not be charged anything for the repair (it took the gentleman approximately 5 minutes to complete the work!). I told her that I call your customer service area upon receiving every single bill; there is always a billing issue. I cannot even tell you how much time I have wasted on hold waiting for someone to help me since I signed up with Verizon. It is never less than a 30 minute hold time. I told her that I don't feel that I should be liable for any service charge and that due to her rude treatment and my overall experience with your company, in March when my contract is through, you will be losing a customer and I will go to another carrier. Her answer to me was "so be it". I cannot believe how unprofessional this supervisor was. I also cannot believe that I was not credited any amount for time I paid for telephone service that I could not use! But I was CHARGED, instead, for something I never agreed to!

I ended the call on the note that just charge me the $9.15 and cancel the service plan today since I didn't authorize it. I am still very unhappy with this situation. I would like you to please refund me the $9.15 and credit me for the 2 days I had no phone service at the house.

At this point, it will take a lot to keep me as a customer come March. I love your products and services but am absolutely fed up with your customer service, as well as your billing which has been incorrect every single month.

I would appreciate a response to this letter.


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by vzjackl1 Posted Thu January 22, 2009 @ 12:11 AM

so basically, you want your cake AND eat it too? Sure you definitely
should receive a credit for the 2 days you were without service, and
that usually happens automatically thru the repair ticketing system.

However I think it is completely fair, YOU have a choice, you can pay
for the maintenance plan and NOT have to pay the repair fee, of the
CSR can refund the full amount you paid for maintenance, but then you
would be responsible for the inside wire repair charges!!! from the
network interface box (on the outside of your home) all the way in to
your jacks, THAT is NOT verizon equipment, it is YOUR equipment, and
Verizon is not responsible for that UNLESS you have a plan, and you
are REQUIRED to pay for repairs (either through Verizon, or your own
electrician) if you don't

This has been this way for YEARS, since the bell system divestiture!!
you would not purchase a car with an extended warranty and then AFTER
you had repairs done, request a full refund for the warranty, and NOT
expect to have to pay for the repairs, why should you own inside wires
which YOU own, be any different?


When the trouble is on your side.. by Ms. Harleycat Thu January 22, 2009 @ 8:33 AM

i was not given a choice! by Dana C. Thu January 22, 2009 @ 9:58 AM

well..... by vzjackl1 Thu January 22, 2009 @ 11:23 AM

I did not ever receive such a letter by Dana C. Thu January 22, 2009 @ 1:19 PM

I've never seen a letter like that.. by Ms. Harleycat Thu January 22, 2009 @ 1:46 PM

In the OP's defense.. by Ms. Harleycat Thu January 22, 2009 @ 10:54 AM

THANK YOU by Dana C. Thu January 22, 2009 @ 1:21 PM

by Commander-X-23 Posted Wed January 21, 2009 @ 8:00 PM

I can't explain the lack of communication at all. It seems like the
CSR did you a "favor" by enrolling you, because at one year minimum in
that plan ($72), that is less than the $95 fixed charge for only one
visit. But the CSR should have definitely described the plan and
asked you if you wanted to be enrolled.

I have called 6 times for VZ service in 10 years, and there is ALWAYS
a warning right up front, whether scheduled via recording or with a
live CSR, that if the problem is in the house, a $90 fee would apply.

The only thing I can suggest is for you to ask them how and when you
were enrolled in the plan. In the end, the fact is you made out
better by being enrolled in the plan, if the problem was inside your
house. 5 minutes, 15 minutes, 50 minutes, it doesn't matter.


by Ms. Harleycat Posted Thu January 22, 2009 @ 8:37 AM

in my 30 years in the business that they are always upfront about the
charge for a truck roll whether it's for a new install or a service
call. Just yesterday I had to call Iowa Telecom (a company that
actually answers their phones without pushing a lot of buttons!) to
get jack work done and the very first thing they told me was the cost.
It's obvious when they are speaking with me that I'm "in the
business" but I've never had a telco assume I understood the charges.


by Dana C. Posted Thu January 22, 2009 @ 9:59 AM



by Ms. Harleycat Posted Tue January 20, 2009 @ 3:31 PM

I don't understand from your letter. Do you or don't you have an
inside wire maintenance plan? If you have one, you don't pay for
service calls inside your house if you don't, you do.


reply by Dana C. Tue January 20, 2009 @ 3:33 PM

In that case.. by Ms. Harleycat Tue January 20, 2009 @ 4:52 PM

answer by Dana C. Wed January 21, 2009 @ 9:40 AM

For future reference.. by Ms. Harleycat Wed January 21, 2009 @ 10:34 AM

it is their responsibility by Dana C. Wed January 21, 2009 @ 11:02 AM

I'm not arguing that point.. by Ms. Harleycat Wed January 21, 2009 @ 12:00 PM

I got it by Dana C. Wed January 21, 2009 @ 4:19 PM

Out of curiosity.. by Ms. Harleycat Wed January 21, 2009 @ 5:24 PM

I am told... by Dana C. Thu January 22, 2009 @ 10:00 AM

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