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 Hazardous Dangerous Conditions Verizon has caused us to be living in.
Posted Mon July 27, 2009 12:00 pm, by PhyllisAnne P. written to Verizon Local Telephone (and FIOS)
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Sunday July 26th at 3pm I tried to go out only to find that the telephone pole was laying across the road and blocking it. No one could/can get in or out in a vehicle. I immediately went back to the house and called Verizon Repair. I was assured that the pole would be moved within the next 4 hours. At 7:15pm, I called back as no one had showed up. I spoke to a second person. They informed me that the first person had put it in the computer to be removed by 7pm on July 27th.
This is and was not acceptable. I asked to speak to a supervisor. A supervisor could only be reached through e-mail and a supervisor was needed to process the removal. A supervisor would call me withing the next 2 hours I demanded no more than 10 minutes. Around 8pm, I called again, getting a third person. She informed me that there was a 24 hour hold on my ticket. She did not know why and again I was told this is a hazardous condition that should have been addressed within 4 hours of my original call. The best she could do was put it back in the system and have it removed by noon on July 27th. There were no supervisors on duty.
Today July 27th at approximately 9:20 I called the Customer Resolutions line. She said she would call local. I then called the Office of the CEO and they got someone from Dispatch to call me. I was notified at that time that my ticket had been cancelled at 6:18 am. No one knows why. Back and forth with Customer Service and Dispatch they are sending someone out right away. At 11:50 the repair person calls to get directions and informs me he is only coming to "look at it" then he will let his supervisor know. I was not happy - I then called Customer Relations back and they told me "You have called 4 times this morning and there is nothing else we can do." and hung up. I called the Local Paper and notified them. They are also looking into it. Then I called Corporate Headquarters they in turn sent me to the Presidents Hotline who then switched me to Customer Advocacy. They in turn spoke with Dispatch and then transferred me to Dispatch. Dispatch again informed me the order had been cancelled at 6:18am and it was done from another office. They also explained that due to safety precautions someone had to look and assess before they sent anyone out to do the work and that "hopefully it will be moved by close of business today". At 12:25 they came out and assessed the pole. It is now 3:25pm over 24 hours after the initial call and the pole is still there. I was also told it could take longer.
Emergency Services cannot get to us if we need them - this is a highly dangerous situation. The only way in and out is on foot. We are a half mile up a hollow with no neighbors close by and have no vehicle access in or out. If we move the pole ourselves or have anyone else do it and damage is done Verizon will bill us for damaging their property.
No one has been able to tell me why we did not get service yesterday, why the ticket was put on a 24 hour hold, or why it was cancelled early this morning. Nor can they say exactly when they will have it removed from the road.
I
Yes, I lost my temper. Most definitely. I also told them that they need to do some retraining and the Corporate Office did ask if anyone had told me a supervisor would contact me this morning. My response was that I had not been told that. At the time I initially talked with Corporate they also said that I should have already received a call. l
also told them that I didnot appreciate being lied to by the two Customer Service Reps and then I changed it to being given misinformation.
I have not been able to lodge a formal complaint with Verizon itself. I have notified BBB yesterday and now need to add to my complaint.
I have been a long time customer of Verizon both land and cell phone. I also threatened a lawsuit.
Based on the above information and the fact that Verizon has not handled this matter in a timely fashion and as a result placed our lives in jeopardy should an emergency arrive I am requestiing free phone service both all landline and cell phone.
Sincerely,
PhyllisAnne
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