Excessive Wait Times and No Resolution

Question

I am posting this out of sheer frustration. We had a minor issue (as yet unresolved) that should have been fixed quickly. Even though it shows we are connected to our WiFi we can't get internet. The first time it happened we called and they did something on their end and it was fixed in a matter of minutes. The second time it happened they sent a tech over who told us it had to do with hardware in the building (We are in an apartment) and didn't even have to access our apartment to fix it. The third time it happened the light finally came on -why hasn't this been truly fixed and how many more times is this going to happen? So called Thursday night and they tell us they can't be out til Monday. But call back tomorrow and maybe they can bump that time up.
So my husband calls bright and early at 0830 and has to navigate the phone tree for 5 minutes before waiting another 10, 20 (?) minutes before getting a live person who is of no help so transfers my husband to a supervisor. Another wait. And my husband is getting mad, and asks for a credit on our account. Another transfer, then gets disconnected. So what should have been a quick phone call has just escalated to "what do I do? This is terrible service. Should we cancel Verizon outright and switch to another company?" Calls back, phone tree, on hold ... 30+ minutes, then gets an automated voice menu that doesn't recognize the prompts and disconnects the call. By this time it's after 1030. Wasted 2 hours for NOTHING. Meanwhile I'm trying to log on thru the mobile app. Log in and the first message I get is to call Verizon customer service. So I try the live chat and the page won't even load. In desperation I go to the "I want to order" page and lo and behold I get a live person. I admit I made some catty remarks (Basically you'll answer when I want to buy something but not when I need help. - only not quite so polite, sorry to that person I know she's just doing her job) That person was nice enough to transfer me to someone so I could explain the situation better, and she says I will get you to the right department, and so I explain the situation one more time to get the response of "you were transferred here by mistake" so while I'm waiting yet again for help I went on a little tirade raising the points:
1. I am paying for a service I'm not receiving. Not only that I'm paying for the extra data we used not realizing the WiFi wasn't truly connected
2. This isn't the first or even 2nd time this has happened? How many more times does it need to happen before it's truly fixed?
3. It's really a minor problem but because of the bad customer service it turns into an ordeal.
4. The phone tree is ridiculous. Doesn't matter which option you choose you still wait on hold for an unacceptable amount of time. 5 minutes is too long let alone 10 or 20.
5. Hold times. See #4.
6. When you finally get a live person they have no autonomy, are obviously following a script so if you mention anything they can't find in their answer book they have to transfer you somewhere else instead of being able to use common sense and make their own decisions. So you wait yet again on hold.
7. Then out of the blue the call is dropped? Really? Isn't that Verizon's area of expertise?
8. Online isn't any faster. The first response I got was to call customer service. Then the chat screen wouldn't even load.
9. When I contacted Verizon as if I were a potential new customer guess what? I got a live person right away. In fact, even though it wasn't their jobs, 2 of them actually either tried or did a great job of pretending to try to help. But when it got down to the actual issue, they stopped responding. So 10 minutes after the final response I left a message to call either me or my husband and left 2 numbers. Still no call.
I posted a comment on facebook and almost immediately got multiple responses echoing the same thing - Verizon's customer service is terrible. My sister in law stated her record was 3 hours. We have been Verizon customers since 1998 (back when it was Cellular2000) and loved it. Never outages and only came across 1 dead spot. When everyone would say "such and such is cheaper" we'd always say we're sticking with Verizon. But in the last couple of years the service has declined and it really isn't that much better than the other options.

Answer 1

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.
Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions.
To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".
Please keep all correspondence regarding your issue in the private support portal.