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 Be Accountable for Your Error, Verizon
Posted Thu February 7, 2008 12:00 pm, by Nancy S. written to Verizon Local Telephone (and FIOS)
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On February 1, 2008 my mother was transferred via ambulance from an acute care hospital to a skilled nursing facility called Wexford House The facility told me that if I wanted to obtain a bedside telephone for her use throughout her stay, I would need to contact Verizon to arrange this service and provided me with a phone number of . At approxiomately 6P on 2/1/08, I called & arranged the installation of the phone, was provided with her new phone number and was told the phone would be operational by Tuesday, 2/5. I was also provided with a phone number to call if there were problems with the installation. It is important for me to note that while arranging for installation, I was quite specific in informing the customer service representative that this was an installation in a nursing home & provided them with the specific room number and bed number.
All day Tuesday, I attempted to call my mother's phone number to no avail. I called the 1-877 listed above & was informed via automated menu that the phone had been connected, so I thought that perhaps the ringer had gotten turned off of mom's phone or something. I figured I would wait until I went to the nursing home that night & exploreit further. When I arrived, there was no dial tone on the phone so again I called the 1-877 number listed above & spoke to a customer service representative who told me that my order was processed incorrectly in that a service technician needed to actually go to the nursing facility in person & finalize the connection process. I was told that he would be there the next day (2/6/08) between 8A and 12N.
February 6th was a repeat of 2/5 as I continually called my mom's number and did not get an answer. At approximately 3:10P, I called the 1-877 number listed above & after a very lengthy (35 minute) hold time, a customer service representative confirmed for me that the service technician DID NOT arrive at the nursing home for the appointed service call but that she would be happy to reschedule it for me on February 13th. I told her that was unacceptable & wanted to speak to a supervisor. She promptly disconnected me.
I called back again, and after being bounced around from New Jersey billing to Pennsylvania billing, I finally landed in Pennsylvania sales & services & after explaining my issue to another customer service representative, I was again told that even though Verizon sales & services erred in how they placed the order for my mother's phone service, the earliest service call I could get was indeed 2/13/08. She further informed me that there was no record on file of my previous phone calls from 2/5 & 2/6 so she was unable to address those issues.
I continued to press the issue up the chain of command and spoke to two additional supervisors, and while in both cases these supervisors acknowledged the fact that again Verizon erred, there was nothing they could do about it. In fact, the final person I talked to told me that she could request a service call for any date I wanted but that didn't mean it would happen any sooner & all it would do is lead to continued frustration & phone calls on my part.
I would like Verizon to send a service technician to this nursing facility as soon as possible and operationalize this phone. I have a bed-bound mother who is shut off from the world & was told I would have an operating phone at her bedside on 2/5, not 2/13/08. I think it is unreasonable for Verizon to make an error & have no accountability for said error.
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