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resolved to the customer's satisfaction
Resolved
Verizon Fios, North Bergen, NJthe worst customer service ever!

I think you will agree that I have more than tried to resolve my issues with Verizon but they have repeatedly ignored multiple requests via phone, email and text to resolve my issues. I have dates, names emails and texts to back up everything I'm going to say, I am confident you will be shocked by the gross incompetence and complete disregard for the customer at Verizon Fios. On 8/31 my router went down after almost 4 months of flawless service. I called support; they remotely tested the router and determined the wireless signal was no longer broadcasting. They said they would overnight a new one via UPS. After waiting five days and still no router I called Verizon on 9/4 and spoke to Heidi at 536pm. She told me that the router had been sent and was signed for and they could not send me another. I had to check with UPS to discover the router was listed as delivered and was NOT signed for by me. I called Verizon back and after fighting with Matt, being transferred to encore dept [protected] and finally speaking with Monica who had to spend 20 minutes fighting with the 'repair rep' I made them understand that I've had no network for 5 days and will drop Verizon service ASAP if they don't get me a router. So then I get put on the phone with Chad from the 'repair dept' who dispatches a home tech for the next day. San Torres shows up, puts in the new router and leaves. After a day everything went down again, I spend days on the phone with numerous support personnel and no one can resolve the issue. Flash ahead to 9/12 I call Verizon for the 35th time and speak to Katie she dispatches a home tech for 9/13 btwn 8am-12noon, he never shows. At 1245 I leave my home and the building concierge calls me at 145pm when he finally showed up. I call Verizon again and speak to Steve at 2pm that same day, Steve sets up a home tech for 430-5pm and this guy shows up at 230pm! His id# DOIFAS01 the same guy from the missed appointment earlier shows at the wrong time again! Then he closes the ticket and reports the problem was resolved. I call again and speak to Aaron in the 'escalation dept' he tries to reach Verizon dispatch and no one bothers to pick up the phone! I call Verizon again and speak to Linda, she sends a home tech out on 9/14, he works for 3-4 hours tries a bunch of stuff and we get the service restored for about an hour and then everything goes down again. I called again and again they send another guy out this morning about 10am, he tells me the 'ONT' unit needs to be switched out but then discovers he forgot his key that he needs to get into the box and fix it. He takes my phone number and asks how long I'll be able to wait for him. I take the day off and this imbecile never comes back! Never calls! He left the box wide open and just never came back I call again, now I've had enough. I speak to Frank in billing and ask to be compensated for the lost weeks of service, lost hours and days and time off work, etc. Frank transfers me to Ms. Sharp in the 'customer retention' dept who transfers me back to the Fios tech support!! The people who can't even show up for an appointment and leave my home in the middle of a service call never to return! I speak to Gary who seems to be the only intelligent person working at Verizon. He agrees I need to get back to 'customer retention' and demand a supervisor. Gary transfers me back to 'retention' I speak to Mr Gillan who informs me supervisors are currently to busy to speak to me but takes my phone number and promises a supervisor will call back in 30 minutes. No calls of course! I have never experienced such gross and total incompetence, such malicious disregard and total lack of consideration for a paying customer! Where do you turn when faced with a completely failed and dysfunctional corporate culture like Verizon! I expect to be compensated for lost service, time and aggravation. No one should have to go through this nightmare in this day and age, it is inexcusable.

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