How high up the ladder can I complain?

Question

Beyond disgusted with Verizon at this point. We initially contracted with Verizon because the coverage in our area was very good, as evidenced by friends with Verizon service having great signal strength. We had the pleasure of the same great coverage, but only for a short time, and within the past few months there has been an even greater and serious deterioration of signal strength. Our mobile devices rarely work beyond dropped calls or incoming mystery messages with no ringing phones. Our wireless home phone has become a joke as it is almost impossible to get a signal or receive or make a call. Messages, if they ever show up, can be delayed by hours or days. I called customer service on December 26, 2014 to report this problem and was told I'd be called back with information in 3-5 days. No one called after 10 days, so I tried again and spoke with a very apologetic rep and was told it was elevated by her supervisor and that I would be called in 3-5 days. No one called after 16 days so I again called, was apologized to, and bounced to a tech rep. Again, the big apology and a promise to be called in 1-3 days. That was a week ago, and still no call. At this point, I would like to investigate a legal process to have Verizon compensate me for the cost of supposed service, as well as full compensation for all invested costs of Verizon phones. The deteriorated service, as well as the disgraceful "customer service" is inexcusable. To whom within Verizon specifically do I address this issue as a last resort before pursuing possible legal remedy? I would have expected our service to improve, not progressively erode as it has, and certainly would've hoped Verizon to be more ethical and considerate.  

Answer 1

Well, younggrasshopper, answering your questions might prove fruitless, but here goes. First and foremost, I was trying to be respectful and let the service reps do their job. I also know that actually speaking with a Verizon "supervisor" is a sort of myth, as on the phone anyone can become a supervisor. I am fully aware of the "as per the contract" of which you mention, but the simple fact that we did, in fact, have ample coverage, and have now lost it, would seem to be a legitimate complaint. Something has changed, Verizon is responsible for that change, and therefore should be held accountable. Regardless of the value you place on the wording of the contract, we were sold coverage that no longer exists comparable to the coverage we had at the time we executed the contract. I could analogize this a multitude of times using numerous examples and it would never be "OK".