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 Horrible Customer Service from Verizon
Posted Fri February 20, 2009 12:00 pm, by Karin W. written to Verizon Internetworking (DSL)
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I recently signed up to change to Verizon for my internet service. During online checkout I selected my package and the Integrated wireless modem router which was suppose to be FREE and or $0.00 as stated on the selection pages. As I checked out it was still showing.
Today I received my "setup" kit just papers and the cd. No Modem, No Filters NOTHING. I call the 800 # only to get routed overseas and have the people tell me no its not on your order, and no its not free its going to cost you $69.99 but we can send it out on monday! I refused it was suppose to be free. I have the printout of the selection screens to show it says FREE.
They then routed me to billing. After several minutes on hold I finally get someone to answer. The lady is very quick and abrupt and interupts me constantly and says before I have even really finished telling her what was wrong she was putting me on hold and would be right back. She never came back on the line but I got fed back into the press this button for this or that loop and when I finally got back to choosing to talk to someone it said you were closed.
By this time I had spent a total of at least and hour or more on the telephone trying to get this issue resolved. I was very upset. I looked up online to see what the local Stores hours were and to see if they would remedy this for me because you know THATS what a customer service full service store is suppose to do!
I get to the store and walk in and there is a lady waiting on a couple with wireless service. There is an african american man beside her doing nothing but tinkering on the computer. There were 3 people to the back of the store waiting to be waited on while the guy at the front just stood around doing nothing. When I came in I looked at him wondering is he helping people or what. He looks at me and in a very crappy tone tells me the line starts at the back of the store. I am already upset from the way I was treated online and I mention great ive only been on the phone over an hour trying to resolve this and now I get to wait in line.
I continue to the back of the store and when my back is too him he says loudly WHATEVER. I am just astounded and I turn back around and say what? Did you just tell me WHATEVER? and he starts going off and coming at me trying to intimidate me. I refuse to be intimidated and he trys to say i was yelling whatever and I had never raised my voice once. I told him That was unacceptable behavior and you should never just go WHATEVER to a customer.
I continue to wait in line. When its finally my turn to the counter there was a caucasian older lady with shorter blond hair and glasses waiting on me she was very abrupt and refused to even try to help. She just kept saying there are no #'s she can call that are different than what I call and that there was nothing she could do to resolve the issue. She did allude to the fact that if I had signed up for dsl service in the store she would have been able to get me my modem. But she said they do not offer the same Free modem deal that was offered online.
I questioned her not havin any other #'s to call and she just gave me her managers card and said to call monday. I said well good because Id like to discuss the attitude of that gentleman back there. Then the lady started getting really snarky with me. I also mentioned I thought it was ridiculous they couldnt offer customer service for customers who are local and have problems and are NEW subscribers to their service.
I also want to mention that if you would OFFER Fios to my neighborhood we would have chosen a fios bundle instead of just internet. But you provide service to everyone and every business around OUR neighborhood but not us and I feel thats very discriminating.
I was so upset and hurt by these transactions I cant even explain it. I have never been treated so horribly by a company in my life.
I want written apologies from the rude employees.
Out of principle I dont even want this service now.
These issues all transpired on February 20, 2009
between 4:30- 7pm
The store that is mention is the Store on Coldwater Road in Fort Wayne Indiana.
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