Customer service is awful!!!

You win. I give up. You're customer service is worse than your neglected equipment. Time for me to seek a more accessible and reliable phone company. In my case a functioning landline is a matter of life or death. Your unreliable service and support is totally unacceptable.

Could you specify what the problem is that you are trying to solve?

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Press 1 if you think Verizon Customer Service is Awful

I consider myself Verizon's idea of the "perfect" customer.
First, I have the FIOS Bundle package (phone, internet, TV) with all the bells and whistles, including all the movie channels and sports packages.
And, until very recently, I was a longtime Verizon wireless customer.
The problem is that Verizon treats me like I'm some kind of idiot. I get an e-mail that reads (in part): "According to our records, you have not yet accepted the FiOS Bundle Customer Agreement that contains the terms and conditions covering your Verizon FiOS Triple Bundle. In order to receive the discounts associated with this bundle for 12 consecutive months, please review and accept the agreement...."
OK, fine. So I click the link. It asks me for my username and password. I try to use my Verizon logon. No, apparently that doesn't work. I need another username/password.
I call up support, and after going through a bunch of convoluted menus, I get through to a human being who says I need to talk to someone from e-center. {word filter avoidance} Apparently, I need a username and password from there. I tell the customer service person I'd like to confirm my bundle via the mail. "I'm sorry, you can't do that. We need you to confirm this online so that we have recourse in case you cancel."
Really!! That's funny because I didn't have to go online to confirm my cell phone plan (formerly with Verizon), and I sure {edited} don't need to go online to any of the other bills that have for electricity, gas, water. Apparently, FIOS is so incredible you can only do it online. The customer person says, "It's like a digital fingerprint!!" Oh, really! Gosh, thanks!
So I realize nothing will come of this rant, but you {word filter avoidance} who run this company should really {please keep your posts courteous} try calling your own company's customer service lines to see what it's like.
And while I'm at it, as a former Verizon shareholder you really made an idiot move by not coming to some sort of agreement with Apple to be the exclusive carrier of the iPhone. I give you kudos for investing so heavily in fiber so many years ago, but your customer service is awful. Just awful.
Message Edited by KaLin on 01-14-2009 11:48 AM

1,1,1,1,1,1,1,1,1 !!!!!
Your post on the forum is DEAD ON !!! I've spent two days trying to deal with Verizon. The customer service is NON EXISTANT !!! It took 6 hours (at my work) trying to find somone who even remotely knew where and how to begin to help. Unfortunately, (status quo) I was put on hold and we were disconnected. Gee, I'm not too ticked off at this point, I've only been disconnected like 20 times since.
After going home, and spending another 2 1/2 hours on the phone with Verizon, the issues with the services I chose are straightened out. I think???
Now .......I'm trying to activate the bundle online. WHAT A JOKE !!!! Their stupid www.verizon.net/fiosbundleterms website doesn't work. After reading other posts, it appears mailing it in doesn't work either.
I'm so sorry I ever switched from COMCAST. At least their customer service system worked. I am regretting the day when I have real problems, like with the equipment, etc. Hats off to the COMCAST customer service !!!
Dear Verizon,
If you even care to read these forums you will do SOMETHING about your customer service issues. It's apalling. I spit on you. Please tell me what you spent the MILLIONS of dollars on.
signed,
a very ticked off customer.....
(and it's only been 2 weeks since the install)

Why is VZW customer service so awful?

On 11/30 I ordered an iPhone 6 through the reseller at Costco because they had an $80 rebate for a qualified update. Although I didn't expect it soon, I checked on it at the store on 12/5, where they told me that it had been damaged in transit from VZW in Pennsylvania and delivery was refused by the reseller's warehouse, so it would probably be another 4-5 days. No big deal, but when I checked at the store today, there wasn't any more news. The order came from VZW and wasn't delivered to the reseller, so it's VZW's responsibility (it was likely broken by FedEx, but that's between VZW and FedEx.) The guy at the reseller's booth said I had to call VZW to cancel it. I called VZW in the store, but the guy on the phone couldn't tell me much of anything. The reseller offered to cancel (although I'd lose my rebate), so I asked them to check on it. When I got home, i saw the order on MyVerizon with the FedEx tracking number to the warehouse showing that it had been refused and a notation from FedEx to contact the shipper. Online chat said they couldn't do anything, and at that point I was ready for retention anyway. I was on the phone with "Adam" for an hour or more (I hung up once and he called back), during which time he said the reseller should have reordered (maybe, but they refused the damaged phone), said I should have bought it through them (the reseller's deal was better and I didn't have to wait an hour to talk to someone at their Costco booth), told me it wasn't VZW's fault (it's their phone until it hits the reseller, so yes, it is), kept saying it was a $750 phone and a claim had to be filed, and pretty much gave me service that was both rude and inept. However, he did offer to give me the same deal I'd get off the street if I cancelled the order and stayed with VZW and got a Droid Turbo - generous!
So, whatever dear VZW bots are trolling these comment threads - can you give me one reason why I should stay with you?

The phone was shipped by VZW and arrived damaged. If it had been damaged by the reseller after receipt, it would be their problem. However, it's between VZW and FedEx, and the FedEx tracking screen says "Damaged - delivery not completed" (which may mean it never left FedEx's facility near Seattle if they saw it was damaged). Regardless, FedEx is acting as VZW's agent. The reseller probably should have followed through to find out why a new phone wasn't sent, but VZW should have sent one as soon as it was clear that it didn't arrive - and if FedEx didn't return the iPhone's corpse to VZW after noting it was damaged, that's between VZW and FedEx.,
Regardless, the phone rep was bad. Really bad. Bad enough to alienate me when I don't have much of a network alternative at home apart from WI-Fi calling,

PLEASE READ - Awful Customer Service from both Sky and BT

For several weeks or more my broadband connection has been dropping off completely literally whenever it wants. There is no pattern, specific times or any clues as to why it does this whatsoever. We first moved to the area I currently live in back in November'14 and there had been a couple of issues in the area causing broadband to go down. So we assumed the connection dropping was because of similar issues but it just kept happening so enough was enough, time to call sky. So the teach advisor does a line test which comes back fine and confirms the connection has dropped many times by looking at the history just as I said. They then do a 24 hour line test where they were supposed to call me back with the results, you guessed right....they didn't. So of course I was back on the phone to them, they confirmed the connection coming into the home was perfect. They then ask a number of standard questions regarding the setup and connection socket. We established the connection socket was an old one and 'not' a test connection socket. The advisor then tells me their booking a BT Openreach Engineer because the socket will need changing for the Sky Engineer to test the connection. I also asked "Do you think it could be the router", the advsor replied "I wouldn't put my money on it". This was great of course, already onto fixing it I thought. So the day of the appointment comes and low and behold it's a SKY Engineer at the door NOT a BT Engineer even after establishing over the phone he wouldn't be able to test the connection because of the old socket. He knew nothing about the issue & my perfect working router was changed to a brand new one along with the microfilter etc, which was fair enough because I ended up with a new one. Amusingly I couldn't keep my old one as a back up....jobsworth, this was of course SKY guessing & hoping it would resolve the issue even if it is the first thing to do they were wasting my time because they 'knew' the connection socket wasn't a test one. He said if it still continues then to call SKY and tell them a BT Engineeer will need to fit a Test Connection socket as we knew anyway. IMO this was unbelievable because regardless of this being their procedure I was given the wrong advice from a so called proffesional Tech advisor and they could have sent a new router in the post as well as booking a BT Engineer = waste of my time. I finally got an appointment with a BT Line Engineer who turned up knowing nothing about the issue, he did a copper wire test and it come back perfect, he said he's never seen a connection so fast. The Exchange is literally around the corner hence the connection is so fast. He said as the copper wire test was perfect that's him done now but he will change the connection socket to a test one. Whilst fitting it he said it could be the socket as it's old & the connection might not be filtering through properly. Once fitted it dropped & connected again 5 times or more in front of his very eyes, nothing more he could personally do. When the line engineer was originally booked Sky's advisor also booked a call from their technical support (higher up) to call me in the afternoon after the engineer had been to see if had been fixed etc. I confirmed the connection had dropped after the new socket was fitted so this completely rules that out. Due to the history of the connection dropping before my original call, Sky's checks and a new socket of course it's time to book a Broadband Engineer. So the lady says "we've established there is no problems within the home so it must be between the home and the exchange so the last thing to do is book a BT broadband enginner". She says "I'll put you on hold a minute whilst I see what appointments we can get". To me astonishement she says they need to collect some more data and will call back in the morning at 9:30am. So she calls me back and says they are not going to book an enginner because I have been connected for more than 16 hours now. Well that nearly made me choke in disgust and shock simply because their log history of the connection dropping confirms I have gone much longer connected. Not just that but it dropped 5+ times after the new socket was fitted and in front of the enginner that changed it. So if that isn't an advisor not giving a dam about the customer and attempting to save SKY money I dream that just happened. As you can imagine I told her what a joke that was and hung up the phone, absolutely ridiculous and I am sure the majority of SKY employees would agree. The next day just as I knew it would the connection started dropping again as & when it likes, random as usual. So they actually book a BT Boradband Engineer this time, finally. So the engineer arives once again knowing nothing about the job making him the 3rd person to arrive in the dark about the job. He believed the problem was SKY trying to speed up everyone's broadband for a number of months now even if there was only a meg in it. Because of this apparently my dsl noise-margin was set at 3 and that was too low. So after discussing noise margins with me he went back to the exchange, called SKY who agreed 3 was too low and changed it to 6. He called back and advised me it should be OK now and to give it 10 days for the line to settle. Rather than running at a fragile 24meg it would be a steady 16 now he said, which I could cope with as long as it didn't keep dropping off. Later that day my connection starts dropping again and I knew full well this has nothing to do with allowing the line to settle. So the SKY advisor goes through the notes that the engineer had made, he mentioned everything we spoke about apart from something that shocked me. He has put down that he couldn't do an Earth *something* test because there was young children about. To my amazement not once did he mention that and if he had my partner could have took them upstairs. However that was that and another Broadband Engineer was booked. He turns up making him the 4th person that knows nothing about the job so after expaining the issue he seems very enthusiastic about the job itself so that was confident. After doing the same tests as the 1st 'broadband' engineer he can't find any issues either, so he climbs the pole 50 metres away from the house. He took it apart, cleared a bit of corrosion but nothing unusual. Then he tells me he'll get SKY to monitor the conection, he has another job to go to annd he'll call back at 3. It got to 5pm and still no call or knock at the door so I called SKY who's customer solutions contact BT who say the the issue has been put down as 'resolved'. I confirmed my connection hadn't dropped since so I left it at that. Because I wasn't at all confident it was fixed it was fixed I kept joking with my partner by saying "Resolved" every so often because of the engineer not calling back and the stress it has caused. Surprise, surprise, the connection drops again the same evening at just gone 7pm (Saturday) so I am straight back on the phone to SKY. Having to explain everything again he puts me on hold to discuss it with a colleague. They put all the notes from every case into a new one as previous one's have been closed as the engineer's claimed 'reolved' when obviously it wasn't. He explained that it is being 'Viper' escalated now as a complaint to BT because they have given 2 frontline Engineers to rectify the problem & they haven't. So they booked a more 'senior' engineer to come out. SKY advised he will be given all the notes from the case & when they get confirmation of the appointment they receive a reference. SKY then contact BT with that reference and explain everything verbally as well. Whilst booking the appointment & speaking with me the broadband connection goes and so the does the landline so we get cut off. This happens everytime they book and engineer. and 2/5 advisors haven't bothered calling me back to contine the conversation, this guy was the 2nd NOT to call me back. The day of the appointment arrives and because I wasn't called back & received no confirmation I call SKY to confirm who do just that. I decided to discuss more discount with this advisor because I had only previously received a small amount because BT Engineers keep putting the case down as resolved. On the Saturday the advisor offensively offered 65p because he does as the computer tells him....pat on the back for him. Thankfully the lady advisor this time was more understanding and applied £20 which was at least something. She also said she would speak with her manager and call be back in the morning with some offers as an apolgy because the enginner would have been out and fixed the issue by then. I was also advised it's the last thing that could try as he is a 'senior engineer'. The so called 'Senior' BT Broadband Engineer arrives and regardless of what SKY told me about it being 'Viper' or 'Hyper' escalated he was also pretty much in the dark. Well as you can imagine that is just the icing on the cake, lost for words. Anyway, he does his tests & says "Sounds like all they've done so far is climb a pole". So he climbs the pole & replaces the cable from the pole to the exchange still confirming everything is fine. There is nothing more he can do and says I will need to call them if it happens again and say "What do you want to do"....shocking to the least. He put in his notes/suggestions to SKY; should it happen again, replace the equipment at the exchange or book another type of engineer. I NEVER got a all back the following morning from the advisor that said she would call back with offers even though she said "I always make my call backs"..........looks that way. Of course the connection drops once again, this time when I call & after having to explain literally everything again I get put through to 2nd tier techincal support (something like that). The lady explains that she needs to book a BT REIN Engineer, this was definitely what she said as I asked how it was spelt and since googled it too for an understanding. She said she would normally take my case on because of everything I have gone through & it would mean not having to explain it everytime but she is going on holiday and not back until September. She apologised a number of times on behalf of SKY and arranged a call back on 6th September (I think) to discount me further as an apology. So apparently the REIN Engineer is booked, she told me to unscrew the connection socked and plug the microfiliter directly into the test part of the socket. Whilst she's putting the appointment through the landline goes off which we were taling on as well as the broadband connection going off. When she called back she assumed I was doing the connection socket whilst on the phone to her. Absolutely not, so I explaine that evertime an appointment is booked with BT this happens. A previous advisor told me that BT does and automatic line test upon booking which is why the landline & broadband drop. She was absolutely adament that this shouldn't happen but that was that & the appointment booked. The Engineer turned up and would you believe it wasn't until I started chatting with him and he'd already started tests that he realised I was expecting a REIN Engineer. He then told me that SKY cannot raise a REIN Engineer they have to (Broadband Engineers) & there's only 2 in the whole of North *my area*. Well again, what do you do but laugh or cry?, I went for the laugh where my blood was boiling. He also said that there is no 'Senior' engineer as such and also said "If he put in his notes about changing the equipment at the exchange, why didn't here"....exactly. So the Broadband Engineer goes back to the exhange calls SKY who allow him to change the equipment & calls me back advising it's all up & running. I aksed "If it happens again is there anyone I can call directly", he replies; "I don't know, we have a number specifically for BT and I just spoke to someone called Chris who doesn't think it's REIN *Facepalm* . This BT Engineer actually did his job properly but for SKY to say "I don't think it REIN after all that is well......lost for words. If I have missed anything out of all this mess I guarantee if it's not incorrect spellings & grammat it's just more awful, awful customer service from both BT & SKY whom are business patners lol. So SKY.....Is the Issue fixed?What was it?Where's my further discount?What offers you got as an apology? bear in mind I already pay around £80 per month for everything after call charges. So after this shambles I hope it's FREE. Oh and what are the odds on someone calling me? because evertime I get through it's luck of the draw & most of the time it's BAD LUCK. Although I have already spent literally hours on the phone to you I am glad I have got this on the net now as it will know become common knowledge. I have also kept a personal copy in case the Thread is removed. Regards.

Thanks for the info and of course the understanding, althought I am sure someone official browses it now & again my main aim was to get this out there. I had an issue a while ago with EA sports regarding their FIFA 15 game, to cut along story short I was incorrectly banned from their servers for apparently botting so I couldn't play online. Their customer service was diabolical, pretty much on par with this. After some research I found out they were the voted the worse company in the states so that said it all. After being passed from advisor to supervisor to manager and back again everything fell on death ears. So through Google I found as many sites & email addresses as possible and posted/sent my argument. It got as far as the EA president where it was all sorted and I was heavily compensated. If I hadn't of done that though I'd still be banned from their servers. Will do exactly the same with this case, as everthing goes throught to someone as SKY in the UK it should be a dam sight easier than getting a reply from EA Canada etc.

Awful customer service experience over the phone this weekend

@emaiya
I’m sorry for your troubles. I have sent you a private message to assist you further.

I moved last weekend, and after I hooked up my wireless gateway, it showed I wasn't online. So, I called Customer service. After about 30 minutes on the phone with a guy, he said he would have to setup an appointment. That process took at least 10 minutes of him putting me on hold while he looked up the appointment. He said the next available one was this morning (Thursday) from 8-10, so I took it. I sat at my house this morning waiting on a technician who never showed. When I called customer service there was no record of my call this past weekend, or the appointment I made. I have very limited vacation time, and I do not want to spend it waiting on service that doesn't exist. So, I have to wait another 5 days to get service. Of course, you have already billed me for service that should have started on the 12th, but won't actually start until the 22nd! Of course, that is if someone actually shows up. I will believe it when I see it.

Awful Customer service and handling of my issues

Hi,
Not quite sure where to begin but i would like someone to take notice of my concerns as it appears no one in the service center is. I have never received such a poor service and whats worse is that the information i have been given appears to be false.
The issue started over a month, in november my ex partner bought me a brand new laptop from littlewoods, a G505s, the AMD quad core, ati 2GB graphics, supposedly the works, anyways after about a month it got really hot and then eventually the screen went blank and would not show any picture, so i contact Lenovo who arranged to collect the laptop and repair it.
The laptop was received on the 17th of January in germany at there so called repair center, i called them each day to check the status and at first was told to wait the 10 days, then after the 10 days, ui was then told to wait 28 days, then two weeks after the initial contact i was told they would find out how long the parts would take to arrive and so fourth, this went on for weeks. Eventually after nearly four weeks, i was told the parts would take too long and so they would issue me with a returns code if i coudl provide proof of purchase. The problem is the laptop was apresent and my ex girlfreind was not playing ball so thinking that i would have to wait for the laptop to be returned, low and behold i come back from work and there we go, they returned the laptop UNREPAIRED.
I received a document with it saying that they have diganosed the problem as the motherboard being faulty however they have so called resolved this issue by returning the laptop without being repaired, which i did not ask for them to do, i asked for it to be repaired or replaced under the warranty which they are legally obliged to.
When i contacted LENOVO about this, i was put through to a rude senior supervisor who was very rude and unhelpful, stating that i had to provide this and when i tried to explain that i was unsatisfied that it had taken so long for this to get brought to my attention he claimed i was being abusive. I asked for an email address to email into and he refused to provide this, i asked to escalate the call, he refused. I think considering i have worked in customer services for over two years i know how these work and there are complaints procedures in which if a complain is not resolved then it gets escalated if the customer requires this however it appears Lenovo and this so called senior does not feel the same way.
All i want is my laptop replaced or repaired, an email address to send my formal complaint about this member of staff and my outstanding issues resolved, as i was given [email protected]

welcome to the BT community forum where customers help customers and only BT employees are the forum mods
are you connected directly via a filter to the NTE5 master or test socket or to somewhere else? Is the master the only phone socket in your home?
Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal if you hear noise then you need to report a phone fault to 151
regardless of which ISP you use apart from cable the engineers will be exactly the same as all the lines are owned by openreach and treat all ISPs exactly the same
Someone may then be able to offer help/assistance/suggestions to your problem
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Verizon Reception and Customer Service On Extreme Decline

My husband has been a loyal Verizon customer for almost a decade and I was on Tmobile several years back. He told me that Verizon was great and it was true...3 years ago, and so I decided to cancel my Tmobile service and join Verizon....even though it was much more expensive. Verizon use to be known as the more expensive, but much better quality and reception carrier...(e.g. "Can you hear me now?" commercials, which funny, have now dropped off the face of the earth). So we both had been on Verizon and been paying an arm and a leg and of course, we buy their phones, which come with these limited warranties and essentially stop working before the contract term is up, you end up renewing your contract. We had no problem with doing this and I was able to get an IPhone 4S before the IPhone 5 came out. That was middle of last year, and we had noticed the service was starting to go bad, but the people at the Corporate Verizon Store told me they were working on it and it would get better. So I signed on the dotted line...and little did I know because I got another phone, the people at the store decided to add some "third phantom line" I didn't even know about so my bill jumped! So we have two phones and are paying for three! My bill runs for two phones with limited data and minutes to around $170.00-$190.00...which is fine if the service was worth anything. But the service has just been going down the drain! My calls get dropped, they go in and out, my emails don't load, the internet doesn't work half the time and my husband pretty much completely can't use his phone - he can't ever get any emails and never has reception. I have to leave him voicemails or text him to call me because his phone always just goes straight to v/m. So, we were pretty much fed up - we wanted to stick it out because my husband had been such a long time customer and we were hoping things with get better, but they didnt. My husband was always telling me how great customer service was, and if you call them they will take care of you...but I don't know how they could make the service better.
But anyways, we call trying to see what the termination fee was and wow...$300+ for each line including a line no one told me they added on? Seems like fraud. So I googled it and apparently this was a big issues with Verizon doubling cancellation fees - how can they get away with this? They said it goes down $10 for every month up until the day the contract terminates and even if you cancel a day before it would be over $100...So we were looking at $900+ to terminate! Okay, fine, so seems like we are stuck apparently. Funny, because when I went in 2012 to get a new phone, I explicitly asked if there was anything different (my friends who HAD verizon told me to be careful because Verizon is getting worse and worse and really sneaky) and they guy failed to mention that they doubled the cancellation fee...misrepresentation? So we said fine, if we are stuck with awful service for a few more years, well we don't want to pay a premium for bad service (in fact, we were thinking to just get another phone with someone else in the mean time because we both need the phones and data packages for our work in Corporate America)...and we were paying $168 and the lady told us she can drop us down to $175...um...wait you are trying to upsell me? I know how much I pay each month. Unreal. And the lady at customer service was literally arguing with us. It was unreal! What happened Verizon?? I was really taken aback and we kept asking to talk to a supervisor because she was so unprofessional and rude and clearly trying to rip us off and she kept refusing for 30 minutes...Its been almost 2 hours on the phone with them and they said okay, we'll try to give you a tiny bit of credit and oh yeah, it takes 5 minutes to load one page on the internet and your calls get dropped and your email doesnt work? Too bad, wait out your contract....I will be sure to tell all my friends and family members just how awful Verizon has become because I am just beyond disappointed.

1. Verizon doesn't make any phones, the warranty comes from the manufacture. It is a one year limited waranty, same as ANY electronic device (hard drive, monitor, usb etc etc)
you bought a subsizied phone, you didnt pay full price that is why there is an ETF..it is not some trick or scam, it is common sense. (removed)
2. verizon ad campaigns change, watch the superbowl last year there was a can you hear me now commercial.
3. verizon invests more into its network than all the other carriers combined every year. Not every area will get the same service, some carriers are stronger than others.. what city do you live in?
4. you pay for service, you get service. there is no loyalty here.
5. where do you calls drop? have you tried marking them and putting in a ticket?
6. where does your data drop, email not loading? are you indoors when this happens?
7. Where is your husband when you call him and and it goes to VM, does he turn his phone off when he is at work?
Comment edited as required by the Terms of Service.
Message was edited by: Admin Moderator

New Customer - Have had MISERABLE experience with Verizon service and Customer service

I am a brand new customer of Verizon Fios and so far I have zero good things to say about it. If it wasn't for the aggrevation of switching cable companies, I most definitely would go back to Comcast.
I moved into a new home in the middle of April. The previous owner had Verizon Fios in this house, so there was minimal installation that had to be done when I initially set up my cable. My house was pretty much empty at the time, so we had the TV's set up where we had a place to put it (upstairs, kitchen, and living room). We recently bought bedroom furniture, so we could now move the TV to where we initially wanted it, in our bedroom. However when we tried to hook it up to an outlet, no picture came though. This is when my awful experience with verizon customer service (or lack there of) began.
I took time out of my work day to call Verizon about this problem. I was on hold for about 30 mins until I actually heard a human's voice. He was unable to help me since I was not at home to unplug and plug things back in.
I called again when I was home, this time I was on hold for about 20 mins (wow)... the first person could not help me, so she transferred me to another department... put on hold for 35 mins.... this perosn couldnt help me either and they transferred me back to the SAME DEPARTMENT I WAS INITIALLY TRANSFERRED FROM.... put on hold for about 45 mins... finally i speak with someone that knows what they are talking about. Of course I have to go through all the same steps that I did the first time which did not work. As this person decides I need a technician, he begins to look up available dates... and then after an hour and 35 mins on the phone, it gets disconnected! I wait for 5 minutes to get a call back but I get NOTHING. I spent now 2 hours trying to deal with this and verizon doesnt even call me back when its their phone that gets disconnected? Thats terrible.
I call back after 10 mins and am put on hold right away (obviously).... after 25 mins of being on hold, shocker - the call is disconnected again.
That was enough for one day
I call back again the next day... same old thing... put on hold for 30 mins, talk to one person who cant help me, transferred to another department and put on hold for 20 more mins.
Finally with the tech department who says they are going to schedule a tech to come out to fix the problem but also mentioned they are going to charge me $55 for this! Are you kidding me?????? Verizon wastes about 4 hours of my life and busy day and then has the nerve to say they are going to charge me for it? I asked the person several times if I could speak with a manager or supervisor, they never let me. I asked multiple times and she just said that they wouldnt be able to help me and that the charge would stick.
I can't imagine that anyone would treat a brand new customer like this. I will not recommend Verizon to any one until I see some kind of help or REAL customer service from them.

I did call them this morning, and still on the phone.
I will say this - the reps are very friendly and do try to help in earnest. That's been my experience overall with Verizon. So in terms of the actual people, I give them an A+.
In terms of their system and how they process things, they get a big fat F. The very idea that I sent back a phone with accessories and their warehouse only registered the return of the phone pretty much says that there is something fishy going on there at the warehouse. And it took an hour to sort this out so far and counting.
The thing that bugs me about Verizon is how complicated it is to get everything straightened out.
Right now, they are trying to sort out the activation fee - I already have been charged one and now they are trying to figure out if i have to pay another one. Another 15 minutes just on that.
Everything has been resolved. Thankfully, Verizon's saving grace is that their reps are nice people.

IPhone 4 Display woes and no Apple customer service from Apple.

Just purchased 2 iPhone 4s yesterday and get home and they both have developed a yellowish tint in the corner. I then noticed on my phone a dark blob in the middle. All in addition to the iphone having to require me to buy the bumpers that I don't want.
I have called Apple, the store doesn't have any. Called customer care, they want me to pay $30 per phone to ship them back and wait a week. I have no house phone so I cannot be without a phone. I don't have a credit card so I cannot afford to have them draft my funds. I just bought 2 64 3g iPads and so I'm very frustrated.
Does anyone have any other suggestions as to what I should do other than return the phones back to the store and go with another provider?
I love Apple, but this is just silly.

SaTownTexan wrote:
Verizon has this thing going on where if you start a new contract you can buy one droid get one free. I'm canceling my at&t service and the cancelation fee will pay for itself by the end of the year. Updating my 3gs to iOS4 turned my phone into a paperweight, i made a mac genius appointment via tech support after being walked through the "recovery" process on my iphone, which would lock up my entire computer. when I get to the store they tell me that sometimes "appointments made via tech support will sometimes get dropped" they weren't able to "fit me in" until five hours later.
Get used to awful tech support and costumer service if you stay with at&t/apple
Funny how they have to give Droids away to get people signed up, yet even w/ known issues iPhones are still the ones people want to own. Personally I had a yellow screen iPhone. The local store exchanged it for me, no prob. Took about 5 min. I can't imagine getting better customer service at Verizon. In fact I know you can't from personal experience.

GT784WNV not working in Bridge Mode! Fed up with lack of Customer Service

I don't even know where to start but I am this close to just cancelling Verizon and switching to cable internet. If you want to skip the rant, jump down a paragraph.
I recently moved from a house a few miles away in which I had a solid DSL connection with a Westell 7500 in routed bridge mode that worked just fine with my Asus RT-N56U that I use for browsing, streaming, and online gaming. When I moved, the technician insisted I take the newer Actiontec GT784WNV. Needless to say, Verizon support was unsuccessful in getting it set up in bridge mode. After about 4 hours of unsuccessful troubleshooting, I suggested swapping it back out with my 7500 which worked fine just 4 days prior in my old house. Surprise! It miraculously started working just as it had previously. As I began to use it more, I noticed the connection was unstable. I would get dropped from Xbox Live and lose connection temporarily on my iPad. I ran the Verizon speed test and it would drop to about 0 and spike back up 3 or 4 times during the download test (don't think this is normal but could be). Every day I would talk to Verizon who escalated it to a supervisor about 4 times. They would then close the ticket without calling me. When i would follow up, I was told the supervisor talked to me and I verified the connection was good. Lying makes me livid and there is no accountability whatsoever at Verizon and it happened more than once. It appears to be a way for them to pass the problem on to someone else. I can go on and on about being put on hold for 40 minutes before disconnected, the 20+ hours I have spent re-telling my account info and story to every Tier 1 technician on their payroll for the past week, or the lack of competent customer service supervisors. This weekend, I finally got a call from someone local who said my line had some faults on it and that the problem was somewhere between my jack and the central office and they would send someone out today. Well....today the tech showed up and said "your problem is this old modem" and plugged in the Actiontec that I started with a week ago. I asked if he tested my line or the jack as the lady on the phone told me, and he said no. The problem is the modem. I said, I don't want a modem/router, I just want a regular modem and he said he had one, but it would cost me. How on earth is a plain modem going to cost me when they just installed an 802.11n router/modem combo for free? Absolutely terrible. I told him I want it in bridge mode because I don't want to use the wireless or the routing capabilities of the Actiontec. He said I have to do that and people normally just call Best Buy to have the Geek Squad come out. This really **bleep** me off as I used to run a network shop and configure Cisco routers and switches for a living. Once again, I have spent the past 6 hours tonight on the phone with Verizon only to end up back where I started.
At this point, I need to make this Actiontec GT784WNV a dummy (bridge) and let my Asus Rt-N56U do the work on my network. My Asus has all the port forwarding in place that I need for Xbox Live, etc. I have tried releasing the IP, changing the modem to RFC 1483 Transparent Bridging, disabling DHCP, changing the LAN IP to 192.168.99.1, etc. and it just will NOT get an internet connection. My router is configured correctly, unless there is something different between the Westell and the Actiontec that would require a setting change. Verizon is stumped, Asus hasn't called me back yet, and I am ready to just switch to Cable unless someone can help with a solution. I've been at this for a week. I have spent WAYY too much time fighting with a company that has no desire to deliver or to follow through and with absolutely zero accountability or business sense. Westell 7500 + Asus RT-N56U in old house worked fine. Move houses, change modem, doesn't work, switch back to old modem, works but unstable, tech claims old modem is my problem, plugs in new modem, doesn't work. I just want to use my router. How hard can that be? Can anyone please help?

Unfortunately that didn't work. I ended up putting my router in the DMZ as a workaround but it still had it's share of issues. After another week of trying to get Verizon to fix my connection (constant dropped connections forcing reboots of modem and router multiple times daily) I had Cable Internet installed today. Went from an unstable 6Mb/s to a stable 30Mb/s with Cable. I should have done this weeks ago. I wasted over 50 hours of my time with Verizon bouncing my issue around to others hoping someone else would be willing to fix it. Still no accountability with everyone tinkering with my setup taking a stab in the dark. The last person I spoke with set up a technician to come to my house later this week...AGAIN because he said there is something wrong on the line. I've known that for weeks but the tech that refused to fix my issue when he was in my house last week instead tried blaming it on something completely irrelevant because he had no clue what to do. One would think someone from Verizon would have reached out to me from this thread but they did not. In fact, the last tech's supervisor called me when i wasn't home, said "hello, this is XXX from Verizon......hello?" and hung up. Never a follow up as I was left once again to solve the problem myself. Well...I did. The incompetence of Verizon, it's poor training, and awful follow up procedures has cost them a customer. I am truly disappointed.

Tired of Verizon's customer service & lack of support,misled & being lied too!!!

Due – April 28th 2012
Issue: Overage fees   –     5,310- used
                                                2,000- allowed usage
                                                3,310- overage
I placed a call to Verizon on Monday, April 9th and spoke with a gentleman by the name of James (I think). He issued the account to be investigated to find out if this was a billing error or a tech issue, ???. He stated someone will call me back.
Per the conversation my husband had with a customer service rep later that evening, they informed him that while he is & has been in Mexico, his calls outside of the US from Verizon to Verizon are not free!!!!! WE WERE NEVER INFORMED OF THIS!!!   She told him that if we make calls to him that it would be free, but he said no it wouldn’t because you’re counting against their (my families) minutes because you show that “I went over” therefore causing my wife and daughter in all of these overage minutes. We have been very used to free nights & weekends as well as the comfort of Verizon to Verizon calls with no fees and to just now find this out after having the plan changed to the Mexico international plan back in October 2011. Besides, each and every month we have been told by different customer service reps a different thing each time. 1st I was told that by switching over, it would ONLY be an additional $25.00 a month added to our monthly bill and our coverage would be the same. Then in December 2011 when we had additional fees, it was because apparently they changed the plan without informing us of the change that the plans unlimited texting did not apply to the Mexico plan???? They issued a credit. Then in February when I called because of “data” charges (which we do not have a data plan on either of our phones & we have it blocked) they had to issue a credit and in order to avoid text fees was told to only contact each other via voice (calling). This has been a problem because he drops calls constantly, sometimes it takes 3-4 times for the call to be dialed out before it will go thru to us (are we being charged for those calls (dials) made as minutes???) and the reception is horrible. He has called the international customer service number for them to check the line or towers and it did help some. Texting has made it easier for us to communicate with each other. When I called on Monday, April 9th, I was informed that when he changed the plan for his line that it affected all of our lines (the entire plan). I was NEVER TOLD THIS in fact I was told that it would apply only to his line! We have been lied to, misled, misinformed and very unhappy with the service and support we are getting from Verizon. We have been a very long time customer and in the entire history, we have NEVER experienced a bill this high or issue like this. If you check the overall average of our monthly usage for each line you will see that this does not make sense and we always still within our monthly plan??? I will admit that in the entire history with Verizon sure we have gone over a few times and I have no problem paying for that difference by $100.00-$200.00 (but this has only happened only a couple times). There is seriously a problem with this bill. Either the way the plan was set up for my husband’s line has affected the rest of our lines or it apparently has affected our entire plan of which again we were never informed of this. I mean take a look at our overall monthly averages per line for usage on voice. My husband’s line always does not have the majority of the minutes used due to his work and travel, however, for myself and my daughter’s line I have never, nor did my daughter use these many minutes. We have unlimited texting on all of our phone lines and that is how we do the majority of our communication besides our family has Verizon service. Shouldn’t this be free?!!!! This bill needs to be adjusted ASAP!!
I called Wednesday, April 11, 2012 and spoke with Lisa to check the status of the investigation and she stated that she is showing no updates at this time. She advised that if I don’t hear anything by next week to call back.
Today is Monday, April 16, 2012 and I still have not had a call returned to us regarding this matter! I am so sick of being lied to time and time again by different customer service reps or for that matter that has not been trained properly on Verizon’s company policy!! Every single time I speak to someone, each rep tells me something totally different about our plan than the last rep we spoke to!!! I am tired of not having my phone calls returned. We have been absolute loyal customers to Verizon for 10 years plus and I am over this kind of unfair, unjust service from this company to the point that we want to switch and I am looking to report them as well as talk to an attorney!

My experience with Verizon so far (it's been a month) has been awful... If I can give any advice do not sign up for Verizon if you haven't already... I will be telling everyone I know. Good LTE coverage does not excuse treating your customers like s***!
The overall business practices of Verizon are shady and deceptive. The poor customer service reps get caught in the middle (I'm not blaming them...)
When I bought my phone, the sales person in the store added an extra $35 fee. When I called back later to ask what extra fees they charge in the store they said none !? Now they're looking into it... Also we had our old phone numbers ported over, so they issued us temporary numbers... Which we ended up being charged for a full month of service on even though we had them for less than 24 hours! In addition we were charged for a full month on our ported lines (double charged)
I think they do this sh** on purpose and hope you won't notice. Shame on you Verizon. I will leave as soon as my contract allows and never be your customer again for life!!! I will also spread this far and wide. May you fail miserably!

The lies that customer services reps tell you.

My horrible experience with Verizon customer service today, 3 different representatives completely lied to me and told me 3 different instructions on how to get the new iPhone 6 plus which resulted in me losing my whole day for nothing. Only to have a Verizon customer service supervisor tell me that there was no records of any of my conversations with any of these customer service reps. Needless to say as a customer I am so unhappy with the way I have been treated and lied to that I don’t even feel safe keeping my service with Verizon. I am afraid and that the next time I call with a question I now have no trust in anything that a Verizon customer service rep tells me. Read the below for details in my awful and exhausting expertise with Verizon today.
Today I went down to the Apple store to edge up my phone to the new iPhone 6 Plus. If you are told that you can do this as well think again. I know Apple has restricted when the new phones are available for the cell phone providers but they should have thought of a way for customers to more easily get phones through the Apple store since they don’t have it. To start this story off I had pre ordered the new iPhone 6 plus back in the beginning of September which I was going to have it shipped to the address I was living at. The pre order was not going to make it to me until October 28. Well last week I had to move and needed to change my shipping address. So when I called Verizon they said that they would have to cancel my order and re do it all over again in order to change the address, this sent my shipping date of the pre order back to October 31. I then asked if I were to find the phone at the Apple store sooner could I cancel this order and get it there. I was told that I would be able to go into the Apple store and get the phone if they got it in stock before I received my pre order. This morning I attempted to do exactly that. I called the Apple store to see if they had the iPhone 6 Plus in stock and they did, which has been hard to find lately. I then proceeded and called Verizon to cancel my pre order and ask about how I would go about getting my phone at Apple. The person I talked to said that when I got to the Apple store and got my phone and before I paid all I need to do was call Verizon back and that they would work out a way to pay my remaining balance on my edge phone. I then drove 20 miles to the Apple store and did what I was told and called Verizon when I got there, they said that what the other person from Verizon said was not true. This new person told me what I had to do now was go to the Verizon store and pay my remaining balance and turn my phone in. Then I would be able to go back to Apple and get the new phone and keep my edge plan. At this point from talking to many people with Verizon and having to re explain what I was try to do, I asked this guy to put a note in my account of what he told me. This way when I got to the store they would know what I was trying to do. So I drove 5 miles back from where I came and got to the Verizon store, not a dealer the actual store, and talked to a sales associate who then told me there wasn’t a way for them to do what the guy on the phone said they could do. I was told by this sales associate and a manager that their system would only let me pay my remaining balance singularity, that the only way their system would let me pay my remaining balance to edge up was if I was getting the phone through them at the Verizon store. This didn’t make any since to me because I was still getting my plan though Verizon just not through that particular store. I began to get a little upset and told the sales associate to call Verizon and ask them what to do because every person I talked to on the phone though Verizon told me that I would be able to get my phone at Apple and edge up. They didn’t call at first instead they kept trying to get it to work though their system. The manager then told me again that they couldn’t do it and I insisted that they call Verizon and figure this out because I have driven so far and canceled my pre order to trade in my phone and now I am being told I cant. The manager then walked away and told his sales associate to call them. After waiting another 20 minutes for Verizon to answer the two associates talked about what I was trying to do and this new person on the phone wanted to talk to me. She made me explain my story all over again what I was told and a what I was trying to do and she said that what the people at Verizon store said was true and that they don’t know what the other people were talking about and that I can’t pay my remaining balance on my phone do I could edge up and get my phone at the Apple store. I told her then why has everyone been telling me I can, she said I don’t know, I told her that wasn’t good enough. By this time I was really upset and started to raise my voice a little bit. I have worked in the customer service industry for over 10 years and I know that when a customer is yelling at you it’s a bit unnerving. So I kept my cool as much as I could and didn’t swear or anything. I merely made my point that this wasn’t right and that I felt much abused as a customer. There is no reason why I should be lied to by more than one person, if I would have known that I couldn’t at first then I would have been just fine waiting until the end of October to get my pre order. Though I got so excited that the Apple store had the phone that I wanted and that Verizon told me I would be able to go down there and get it and then I rushed through my job, skipped lunch and canceled an appointment to do this just to find out I was lied to and sent on a wild goose chase, this just wasn’t right. While I had the latest person on the phone I asked if my calls have been recorded and noted to see if there was any documentation as to what I have been told and she said no there wasn’t, I told her that this was unacceptable from a customer service stand point. So I left the Verizon store really unhappy, upset and empty handed. The impression I got from both the sales associate from the store and this new person on the phone was that they wanted to make sure that the money I would pay for the phone went to them and not someone else. Which is poor customer services ethics. Also I lost my place in line for the pre order and would probably have to wait even longer to get it. So now I am beating if I should just cancel my line and get the phone through a different provider that won’t send me through the ringer when I call customer service.

I had the same exact thing happen to me. I can't believe the lies these customer service people are told to tell yiu

Terrible Sony Customer Service

Hi,
I am posting this message here as a first step to create awareness regarding Sony's awful customer service. I stay in Toronto, Canada. My laptop's screen had issues with it and so I wanted to send it in for repair.
I called Sony and they told me they would have a box sent to me which I could use to send them my laptop. As it turned out, the delivery company they used lost the box. Since, I am a research student, I need use of my laptop all the time and not wanting to waste more time, I decided to drop the laptop off at a Sony Repair Center. I call their customer service number and I ask them where I can drop it off. They gave me the following address: 115 Gordon Baker Road Toronto, Ontario. In order to ensure, my trip was not a waste, I decided to call their number associated with this address and ensure that they received laptops for repairs. I called their number, and a lady picked up. Our conversation went as follows:
Me: Hi, I have a laptop which I wished to ... and before I could complete my question or go any further;
Lady: That is technical support transferring
So, I hung up since I was not interested in talking to the call center guys again as I had just finished talking to them anyway. I call again hoping to be answered with more politeness and patience. This is how the conversation went:
Me: Hi, I just want to know if you accept ..
Lady: Hung up
And no matter when I call, it would be the same lady. I was so frustrated that I called the call center again and again asked them for a service center address. This time, the customer service representative gives me a different address. I go there and drop off the laptop. I am told definitely within 10-12 days your laptop will be repaired.
Called them after a week and was told they were awaiting shipment of the screen. Part would certainly arrive by next week. Called again in week 3 and was said part would certainly arrive in week4. I told them to give me a definitive date by which the part would arrive at which they say they have no clue. I said you must have atleast a tracking number for the shipment, what kind of a company ships something without a tracking number. So use that number and give me an date and then add the number of days technician needs and give me a final date. Sorry, don't have a tracking or shipment number. But definitely by next week the part will arrive and a technician will call you asap.
Called again week 4, and this time part was to arrive by end of the week for sure. And when part arrived I would certainly receive a call from the technician who would immediately begin work on the laptop. Never received a single call. So, I call again at end of week 4 and this is how the conversation went:
Me: Hi, this is my reference number .... What is the status of my laptop repair?
Rep: Oh, the part arrived yesterday. Your laptop would be ready for pickup by next week.
Me: You told me you would have a technician call me back as soon as you receive the part. From 10 days your repair time has gone to 1 month. What are you doing about that? (And by the way I called on a Friday morning ). Why can't you have it repaired by tomorrow (They are open Saturdays)?
Rep: Sorry, but the technicians don't work on weekends.
( By exactly which definition is Thursday and Friday a weekend, God alone knows.)
Rep: I will tell the technician about your emergency and would see to it that your order gets looked after.
Me: Ok
At this point I was really angry. So, I called Sony Vaio Customer Support and lodged a complaint against their customer service. They tell me I will receive a call back from them.
I call again that evening. Rep read me the exact same script as before. I am like you already said that in the morning, so is the technician working on my laptop yet or not. Rep says your laptop would be certainly ready by next week. No other response.
Now I was at my wits end. They will simply not take the matter seriously, I did not receive any call back from them. So I call their Sony Vaio Customer Support again. I am talking to the rep and instead of helping me and taking me seriously, he has the audacity to say: We have a lot of Sony promotions going on, would you like to receive the offers by email? I am going in my head, is this guy serious!!!!!!!!!!!!!!! Then I ask him to connect me to someone with more authority as I am fed up of being lied to and he makes me wait 15 minutes. The new guy says the exact same thing and he is like we can only handle complaints within USA since you are in Canada, the Canadian Complaint Center will call you back within one to two business days -- Meaning not before Tuesday next week. I am like why wont you simply give me their number and I will call them. He is like we don't have that number and kept apologizing,
Conclusion:
Never purchase Sony products again as they take customer loyalty for granted.
Have zero (I would go further to say negative respect) for customer's needs and very poor and pathetic after sales care.
Have rude and insensitive customer service agents who have no idea regarding the gravity of a situation.
And most amazingly, funny and I would say lousy management if they don't have a clue as to how to contact their customer service center in Canada.
And even yet I still await my poor laptop's return. I had better expectations from Sony but they have done absolutely nothing to live up to those.
If anybody else here has faced a similar problem and found a way to deal with these people, please do share it with me. Your time and help are appreciated.
Regards,
a very unhappy customer

I was raised on Sony products, my family has always held their products in high regard. Thats why when got the chance to purchase a new Bravia and Sony BD system I picked it up as fast as I could get to the store.
18 months later and the HDMI output no longer works, only audio half the time/nothing the other half, wont sync with my TV anymore, pretty much useless............hey speaking of useless, Sony's 1 year parts and labour warranty is incredibly useless. If something were to go wrong within the first year it most likely happened right out of the box, and that would be covered by a simple exchange.
Do not purchase a BD system from Sony YOU WILL REGRET IT!!!!!
I'm out $1000 now, and I could fix it I guess, but after paying all that less than 2 years ago and with the prices as low as they are now it would not be worth the repair. I think it's time for me to start a new relationship with another consumer electronic manufacturer.
Good bye Sony, you once stood for Quality, now I think youre too busy trying to come up with DRM. GET BACK TO YOUR CORE COMPETENCIES BEFORE YOU LOSE ALL BRAND EQUITY!!!!

Customer service sucks

Since 2007 I have been a loyal Verizon Wireless customer. On September 3, 2011, a friend of mine told me that she had called but someone who she did not know answered. When asked if she had somehow misdialed the number she said that she dialed from her contacts list which she had used before. I thought then that it could have been a technical error.
She called me later and told me that the person who answered spoke Spanish. When she asked him for his number he gave her the same number as mine. I have had the same number since I first started with Verizon in 2007. He had told her that he activated a new line with PagePlus on September 2, 2011. My friend suggested that I should call Verizon customer service.
I contacted Verizon Customer Service and explained the situation to the representative. When the rep called my number to verify the problem, the first call was directed to me. However when the rep called a second time the call was directed to the other person who had the same number as mine. I have no idea what the representative said to him, but when she call me she said that she didn't know what happened to my account. She said since she couldn't speak Spanish and communicate with the other person, the problem couldn't be resolved.
I asked if there was Spanish speaking rep who could call the other person who had my number and converse with him in Spanish. Since the phone calls weren't directed to me, we assumed it was directed to the other person. He didn't answer any of the rep's calls. The representative suggested that I should change my number. I told her that this was my number since 2007 and I did not want to change it since too many people know this as my number.
In another attempt to resolve this problem, I went to the Verizon store at Western & 7th. I explained the situation again. They called my number, but again it was directed to the other person who had my number. The rep spoke with him, but since the rep couldn't speak Spanish, he called customer service. They dialed my number, but this time it was directed to me. They couldn't see what the problem was and didn't believe me or the rep at the Verizon store.
Again in an attempt to resolve this problem, I went to the Verizon store located at 3785 Wilshire Blvd, Store #570701 And again I explained the situation that someone else had the same number as me and that I couldn't get the problem resolved from Verizon.
The reps at the store called technical support who transferred me to a Korean interpreter. I explained the full story again and the interpreter said she checked my account but couldn't find any problem. I told her to check my call history and see that I had called several times about this problem. I asked her to call me to confirm what the problem could be.
She called and the first call was directed to me. I asked her to try again since calls sometimes get directed to me and at other times are directed to the other person. When she tried again my phone didn't ring but there was an indication that a mobile phone was ringing, however the other person didn't answer. I told the rep that I didn't get that call since my phone didn't ring. I suggested that since my phone didn't ring, the call must have been directed to the other person who probably didn't answer the call.
The rep didn't believe this to be the case, however she did not offer an explanation what had happened.
I explained that if the call didn't go to the other person who had the same number, how can she explain my phone not ringing. She just said she didn't know. I asked for her to call several more times until the other person answered, but she said she couldn't do it without offering any further explanation why she wouldn't. I asked to speak with her supervisor and again I had to explain the full story. I pleaded with them to again call my number to try to resolve this problem. The supervisor firmly said, "no". I asked how they could resolve this if they would't make a phone call to see what the problem was that someone else had my mobile number. He told me that my friend and I must have been misdialing the number. I replied that
while it's possible that it could happen, it would be inconceivable that this would be done repeatedly, especially since my friends have my number either on speed dial or on a contact list.
I asked them to check my call history and see what the first representative knew. he said that he couldn't call the first rep but that he could email her. I asked why not email her now, but he told me that the first rep was most likely finished for the day. However he could have sent it anyway and have her response by the next day, but he didn't appear to be willing to help me resolve the problem. After speaking with them for about 4 hours, I got the impression that either they didn't want to resolve my problem or they didn't care. I felt that these representatives lacked professional courtesy to help your customer. What kind of customer service is this? I hung up the phone frustrated again and with no help from Verizon.
I called my own number and the person who also had the same number as mine answered. The store manager ask him when he got the phone number, where and what phone provider he used. He told that he activated his mobile line from PagePlus on September 2nd. Since he understood the situation he told me that he was going to go back and get his number changed ASAP.
On September 5th, I sent an email to Verizon and they sent an instant email saying they would reply to me within 24 hours, as of the date of this letter I have not yet receive anything from Verizon.
On September 6th, I called customer service again and explained the situation and the rep said they would need to connect in technical support and asked me to hold, but I was disconnected.
I've dealt with this issue for several hours on the phone with numerous Verizon reps and went to several Verizon stores and received no help nor any resolution from them. I had to resolved this issue myself without any assistance from Verizon. I am frustrated that Verizon charges for their service and when there is any problem not of the customer's making the Verizon reps and service personnel lack professional courtesy and fail to show the customer any respect. How I was treated by Verizon's Customer Service and Verizon's representatives is totally unconscionable, totally lacking in compassion and professionalism.
I hope that Verizon will try to resolve your personnel's lack of professionalism and treat your customers with the respect that they deserve, there are other providers that we can go to for our mobile service.
Thank you for your time.

I have had no phone for 4 days. WHAT AM I SUPPOSED TO DO?
I wish I never changed to Verizon. I never had the problems I have had with them when I was with Comcast. AND if I needed to talk to someone at Comcast, I always got a person...a REAL LIVE PERSON!
I thought Verizon was supposed to be wonderful. Well...Fios TV is awful and now, I do not have a phone in my house, because I have no dial tone. I tried calling Verizon on Sunday, waited 45 minutes before hanging up without anyone ever answering. I was never told they were not open, so I just have to assume they were. I tried chat then and now and it's not available. I'm not going to waste anymore of my mobile phone minutes on this crap.
I plan on having Comcast pay my early termination fee and going back to a company that stands behind it's service. Why did I ever switch????????????????

Verizon fios poor customer service

I ended my account on April 21st (triple play) when my bill shot up $50, after discounts ended. I closed the account on April 21, and I was on automatic payment out of my checking account. The april bill was paid in full, and I asked that the automatic withdrawls stop as I unplugged everything. i asked if I could return the equipment to the verizon "store" in hauppauge and was told if I did I would get charged for ME TAKING THE EQUIPMENT TO THEM. They said I had to wait for shipping boxes to be sent. I had to call 3 times as I never received them . On my third call, all of a sudden I was told that I would not be charged since my account as closed.
Sure enough, verizon did indeed go ahead and withdraw my May payment, even though I asked them not to and since I did not have equipment. Again, I had to call three times ,always getting a different answer.
Today, I found our (at least this is the story of the day), that I have to wait two billing cycles all the way until July 12 for a final final bill. Then I should expect my payment owed to me 16 days later. So they hold my money for 3 months after i cancelled.
By the way, more good Verizon stories:
- My sons box died and we brought it to the hauppauge store and they charged me $10 because I did not call ahead of time to the customer service number.
- We had two remotes not work any more and they charged me $12 for each one. They did not just swop out.
- The last time I was with them, and left, they never sent me a final bill (ever try seeing your bill on line...its like trying to break into fort knox to get to what you want to see). and turned me over to collections - no notice no nothing .
- the last time I had them, they turned off my service just days after the bill was supposed to be paid.
I WILL NEVER GO BACK TO FIOS - EVER. THEY CAN OFFER ME THE SERVICE FOR FREE .The product is very good but the customer service was beyond terrible. I have learned my lesson and will never switch back again.
They will probably remove this post, but I had to send this. My treatment was that awful. I don't like dealing with a company that treats you as if we are operating in a dictatorship.

On the contrary I have had great customer service from them. But I only have FiOS internet with them. Maybe customer service is regional and could depends on the individual representative.
For example:
On one occasion when my FiOS box outside started acting up. A tech came out and saw the box, he pulled this wire out and plug it back in, the box works again. Three days later the box was acting up again, I did what he did - pulled the plug out and plug it back in and it works. But I didn't feel like doing that every three days.
I called and another tech came out. He installed a new ONT box, and put this black tape over the top of the box and said that it will keep water and moisture out 99% of the time. He told me the reason the box was acting up was because of the moisture from the rain and it seeped through. The new box doesn't have holes on top that let water seep through anymore.
Anyhow, my point is that the first tech had no idea why the box was acting up. Didn't know that it was due to moisture and could temporary fix the problem. The second tech understood the problem entirely and fixed it permanently. So not all Verizon tech are trained equally. Nevertheless I am a happy Verizon FiOS customer.

Customer service is awful!!!

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