Verizon's Commitment to Fixing My Problem

Last week, I lost my FIOS service.  At first I didn't realize that it was more than my internet, but eventually I noticed that it was also the phone.  I went through all of the self-help remedies, eventually rebooting the main box.  Nothing worked.
I called Verizon, and after 20 minutes (mostly on hold), I was told that a service person would be out the following day between 8 and 5.  The following day at 2:30, I began to worry that no one was coming, so I called in.  The automated system said something like, "We are aware of your problem and we are COMMITTED [emphasis mine] to fixing it today, August 3, 2011.  Do you have any questions?"  I decided I wanted to hear it from a real person, so I said "yes."
I was eventually connected with a real person who looked at my records and assured me that someone would be out that day.  At 5:15, after no word, I called back.  Again I was told  "We are aware of your problem and we are COMMITTED [emphasis mine] to fixing it today, August 3, 2011.  Do you have any questions?"  I said yes.  The latest tech looked at my record a little more closely and said that no one was coming that day because the original intake person had filled out the work ticket incorrectly.  I asked about the commitment to having it fixed that day, and he called "Dispatch."  I was on hold for quite a while, and when he came back he offered to have someone come out the following day between 8 and 12.  "But what about the commitment?"  He said he had no idea why the automated system would say something like that.
I asked to speak to his supervisor, and he said he could connect me with an "Escalation Specialist."  I'm not making this up.  He put me on hold while he tried to transfer the call, and after a couple of minutes I noticed that I had been on that call for 38 minutes, trying to fix what Verizon should have taken care of in the first place.  I hung up.  About 15 minutes later the "Escalation Specialist" called me.  His only purpose seemed to be to commiserate.  He did not have any power to do anything.  He said he had no idea why the automated system would say they were committed to fixing my problem that day.
The next day at 11:58, the service person arrived and fixed my problem.  My service was down for over 48 hours.  I had spent a total of an hour and 10 minutes on the phone trying to get it fixed.

Jopster wrote:
*** This is what Verizon is going to do in order to "help me" in their eyes... $650 in reconnect fees in one year alone. I have paid $437 today just to turn my phones on. WOW! And of coarse being charged another $75 to reconnect my five lines! Does this ever end?
It ends if you pay on time like the rest of us. Why should you get a break when you are not keeping up your end of the contract, yet those of us who pay on time every month get nothing. (I was out of work for 2 years and made a point to keep my VZW paid)
There are penalties for not following through on what you agreed to. If they give you a break (which they apparently did twice) then those who pay on time are really the ones being penalized.

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