Unacceptable Customer Services Practices and Processes

Posted Fri August 17, 2012 4:07 pm, by Wendy R. written to Verizon Local Telephone (and FIOS)

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I have had 3 outages with my service since I joined Verizon on July 5, 2012. The latest is now ZERO TV service on both boxes in my home since Tuesday, August 14. I reported the issue, scheduled an appointment for Friday (today) August 17, between 11AM and 3PM EST. I took the entire day off of work so that I could be here. I used my OWN VACATION DAY! At 3PM, I called verzion to check on the technician. I was told the Technician had no intention of coming to my home today, and to please reschedule for the weekend. Awesome, I get to wait yet again for a technician; hope he/she has the courtesy to show up, this time.

I expect Verizon to make it right. Not just credit me for the no service (that includes a prime tv package and entertainment tv package), but also the set top boxes that are collecting dust since I have no tv service. Will verizon upgrade my service for free to the extreme package, would Verizon consider this to make it right with me? I expect Verizon to make this right and compensate me for missing an entire day of no work, as well as having no TV nor DVR service this week. I expect Verizon to compensate me for not providing ANY NOTICE today of their plan to NOT MEET their committment for me today. That is shockingly unprofessional and unacceptable for any service provider, what company just blows off the customer with no phone call to the customer to reschedule? Other providers provide a $50 credit ontop of the credited services for missing an appointment. Why would Verizon make a committment with me when there is no inention to meet it? I am LESS THAN PLEASED with my verizon service, and frankly, it's unacceptable service. I sincerely regret leaving Comcast and coming to Verizon for unprofessional, uncourtesous, and just plain shotty service. If Verizon has NO INTENTION to make this right, I do hope that Verizon would waive the pentalty of leaving the 24 month contract early so that I can get TV and internet service from a more reliable competitor.

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Re: Unacceptable Customer Services Practices and Processes by PepperElf Posted Tue August 21, 2012 @ 7:51 AM Collecting dust? Does stuff really start counting as "collecting dust" with just 3 days of not working? Not to mention the unit would still collect dust even if it did work because it's not self-dusting to begin with... Reply