The complaint has been investigated and
resolved to the customer's satisfactionResolved Verizon DSL — they took my money and I never got service
resolved to the customer's satisfaction
Terrible terrible terrible! I will never use verizon again! For anything!!!
I only have two viable options for internet service in my area. The dreaded comcast and verizon dsl (Not fios because it is still not available in my area).
After going through about 6 years of service nightmares, rogue charges, and terrible customer service with comcast, I decided to jump ship and get my internet through verizon. Well I found out that they are in fact worse than comcast.
I will try to keep this as short as possible even thought I could spend hours on this!!!
Aug 7th - my "service start date", in which I was charged for the service and the one time equipment charge. I plug in my modem I had received in the mail and what do you know? It does not work. I spend 2 hours on the phone with tech support who can't fix my problem. They say they need to send out a technician. I was going on vacation the next day so I needed to reschedule in a weeks time. Mind you they already charged my account.
Aug 17th - I call to schedule my technician. After spending 20 mins getting to a human, I get someone who has no record of my previous call. The insist I need to go through the troubleshooting steps again before scheduling a tech to come out. Mind you, I work in the it department of a large software company. I know my stuff pretty, but he doesn't care and makes me go through all the steps. Finally after an hour and a half he tells me he can schedule a technician. "what 10 hour window would you like sir?", he asks. I tell him no way in hell would I wait for 10 hours that is ridiculous. He tells me they can do 5 hour windows. I accept one for the upcoming wednesday. He tells me 12pm-5pm is the window.
Aug 19th - I take the day off from work to wait for the tech just because I am nervous I will miss them. They never show up. No call, nothing. Just didn't show up. I'm furious now. I call verizon, 30 mins of rerouting. I get tech support who asks me if I want to troubleshoot the modem again. I start getting real mad and ask for a supervisor. I am hung up on!!!
Aug 24 - I needed to wait a few days before trying again because I felt I would blow a gasket otherwise. I call, have to explain my situation for the fifth time after getting bounced around on the phone for 30 minutes. I get tech support who wants to, yes, you guessed it, troubleshoot my modem again. I tell him no way. I want a technician to come out and that I won't take another weekday off. He tells me they don't do saturdays. I ask for a supervisor. While on hold, they drop the call.
Aug 28 - I decide that i'm done. I have lost a day of work, spent ours on the phone, and for nothing. I will call them and cancel my service. But I know its not over. How could it be with such bad service? In fact decide to roll up the sleeves, get dirty, and record all my calls to verizon.
I do the typical 20 minutes of getting bounced around in the system. Get a hold of a rep and tell them I want out. They tell me the will transfer me to the correct dept. They transfer me to, none other than, tech support who want to troubleshoot. I decide to get some dirt while i'm there and humor them. I spend an hour on the phone and get nothing accomplished before they finally get me to cancellations. I am so mad that he does not even put up a fight. He cancels my account and tells me my money will be refunded in 3 billing cycles or no less than sixty days. Wow. At least i'm out... Or so I thought.
Sept 2 - I get a letter in the mail saying I need to go to a ups and ship the modem back in 30 days or I get charged $100. I immediately call up to tell them I will not return their modem until I get my money. The operator is nervous after I told her I was recording the call and tells me my money will be returned on the 7th of sept.
Sept 7 - no money back into my bank account. I decide to give it a few days.
Sept 14 - still, the money is not returned. Another call, recording again. This time the operators are much more skittish when I tell them they are being recorded. The first says she isn't comfortable with it, and I tell her to give me someone that is. I get another person and ask for a supervisor and, no lie, I have the audio to back it up, he tells me there are no supervisors that work on mondays. He is somewhat polite and transfers me to "financial services". The operator picks up, I tell him hes being recorded. And he tells me he won't authorize that and hangs up. This happens two more times. I just want my money back here people!
Today - this situation has me so angry that I want to do what I can to expose just how bad verizon is as well as the fact that they, and comcast are my only options for internet service, and both are terrible. I will keep calling verizon, recording how awful they are and post files on whatever sites I can. Perhaps i'll create a blog dedicated to it. Either way, people need to not only read but hear just hiw bad verizon is. I wasted time (Hours on the phone with tech support) and money (Time off from work), and for what? I never even received service from the! Something is wrong with this!!! We need to make a stand against these large telecom companies!
Verizon: worst customer service I have experienced in my life by far!!!
If you feel the same as me and want to support this cause feel free to get in touch with me to collaborate in any way you like. Or if you would like copies of my audio calls I would love to get them out to the world!
617.942.1386 - my google voice number - yes google voice allows me to give out my number to anyone without fear.
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