Welcome to the world of the promise of a free TV and not getting one. I ordered my bundle package in February 2008 with the promise of a free 19" HD TV. I also never received a letter and when I checked on it, found out I had not registered online. The agent took care of this for me and promised everything was okay and I would receive my new TV in 4-6 weeks. I just checked on the status of my new TV and was told it has been escalated to a camcorder because there are NO TVs left. My order was placed on 5/21 which is not my fault and the promotions department no longer has any TVs left. I protested and was rudely told in so many words to live with it. I threatened to cancel my service and was promptly told I would be charged an early termination fee. I said I was not getting the service I was paying for. She said I was being sent a comparable product and was being given service even if it was not the service I was expecting, I was being serviced.
The second part of this story is that I have a set-top DVR box that I am being charged for that was mailed to me well over a month ago with an HD cable. I cannot hook that box up to my current TV because it is NOT an HD TV. So I have been patiently waiting on the new TV. I have been told I could go to Radio Shack and purchase a cable, which I tried and they did not have, but I should not have to purchase the stupid cable. Tech support tried to get the order department to mail me the cable but they couldn't do that either for some crazy reason. So I just decided to wait on the TV. Well now that the TV is now not coming I called tech support to set up an appointment to have someone come out and hook up the DVR box to my old TV. Well, after 45 minutes on hold, and a half hour with the technician, the department that sets up the orders for technicians to go out to the homes could not do it because I had the set-top box for more than a month. I thought I was going to scream at someone at this point. I had now been on the phone for over 3 hours. The technician then decided to transfer me to the complaints department as there was nothing more he could do. I was on hold for another 20 minutes, the phone rang and got disconnected.
I took two Kava Kava capsules, calmed down and made another call to tech support. The next tech support person, David, great help, listened to my story, which I had to go all over again, then put me on hold while he told my story to his supervisor and the two of them got an appointment set up to get the box installed. Thank you David and thank your supervisor.
The other issue I have had with Verizon is that I received a phone call within the first month of a notice to disconnect. I called and asked why. They said I hadn't paid my bill. I said I did not receive a bill and would be more than happy to pay the bill if I had it in my possession. I offered to pay it over the phone but there was a fee. They said I could go out online and pay it without extra charge. I went online to pay it but could not get registered because my account was set up via my phone number and I needed a password from customer service. Of course they were closed. So I had to pay over the phone and it cost $3.50 just to get the stupid bill paid so I would not get disconnected and suffer a reconnect fee.
It has taken numerous phones calls, many hours waiting on hold, many requests over and over again for a hard copy phone bill and I am finally getting a phone bill in the mail. I just got a copy of March's phone bill on 5/21. Can you believe that. They claimed I was set up for online billing but when I checked with tech support they said I was NEVER set up for online billing and still am NOT. I just don't understand.
Yes, I would like to see a class action lawsuit against Verizon. They just don't give a darn about their customers and kick us around like dogs. Good customer service is just not a part of Verizon (except for tech support) and Customer Service does not deliver what they promise. I think they tell you "yes we will" just to get you off their backs.
I am stuck with this contract for two years and it burns me up. They have me in a corner. They don't have to do a thing to make me happy customer but I cannot do a thing when they don't deliver. It's unethical and they should be called on it. I am not the only customer that feels this way. When I talk to people about Verizon they all have a story that is not pleasant.
Thank you all for listening...