Verizon's Understanding of Courtesy

I posted this to Fios Internet but I guess this would had been a better place, so I wanted to post it to the correct Forum.
I have an Extreme HD Triple Play Verizon customer for almost 3 years. I recently have moved to a new location within the same town, and called Verizon to have a new install on my new location. The tech had told me that I should sign up as a "new install" vs a "transfer" to benefit from new customer discounts, So that is what I did. This happened 12/30/2013. My installation was scheduled for Jan 3, 2014 between 8.00am - 12.00pm.
I confirmed the installation date and time, via SMS, and the customer service as well as online. The day of the installation at on/about 7.30 in the morning, I received a call from Verizon stating that I was scheduled for 8.00am-12.00pm . 
Having planned for the installation, I started waiting, but noone showed up. At 3.00pm I called Verizon customer service. The person that I spoke to put me on hold to contact the dispatch unit, and told me that somebody will show up until 5.00pm. So I waited more...
At 5.00pm, I called Verizon customer service again. The lady I spoke this time said that there was a snow storm and could now only schedule me for the next Wednesday Jan 8th. I tried to explain to her that I had been waiting for the whole day, and was told that somebody would be stopping by, and she told me that that was the only thing she could do, as well as accused me for only thinking about myself. 
I told her that it was not a case, and that I was very upset at the fact that every single time they had called, and I had called, I was told that somebody would be coming in for the install, but it was only after 5.00pm when I had called that now I was being told that nobody would show up, and the earliest installation date would be another 5 days ahead. 
I asked her why not Saturday, Monday or Tuesday for that matter and she told me that now they would have two upset customers instead of one.
I asked her to speak to the supervisor, but was declined, saying they don't take customer calls.  I asked her where I could file a complaint and she told me to speak to the FCC if I wanted to, and again accused me for only trying to think about myself. I again pointed out to her that it was a matter of courtesy than anything else. 
So, I'm not even going to get into how I had to reschedule things, as well as all the other plans I had to cancel, because it is out of scope of this matter. All I want to point out to all that are willing to sign up to Verizon is this is the type of customer service you will be getting.
I hope somebody reads this message other than the people working for the FCC as for I am going to try to make sure that this message reaches anyone and everyone that should know how their customer reps treats customers, so MAYBE they can change how things works.

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.

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    << Comments edited to remove personal attacks and provocation >>
    Message was edited by: Verizon Moderator

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    Message was edited by: Admin Moderator

    2Cool4School,
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    Nigel
    << Comments edited to remove personal attacks and provocation >>
    Message was edited by: Verizon Moderator

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    The problem is I called in before I took a trip and was told that if I agree to pay $3.99 a month that I would not have to pay $2.89 a minute. I have never had to deal with any of this beofre and i figured i could get what i need on a 5 minute phone call to Verizon rather than digging for a half hour on the website.
    well I have learned since that phone call that this is not at all how it works. I have an almost $800 cell phone bill (usually around $150 a month) becuase I used my phone for a week just as I normally would thinking it would only cost me 3.99 a month. Now I need to be creditied these charges. I would never have used my phone if it was expalined to me that i would still have way more charges than the $3.99 a month.
    I wasnt upset origianlly when i saw the huge bill because i was for sure it would be resolved and Verizon would understand that it was their customer care representitive that was where the problem originated.
    Can someone please provide a corporate contact number or email of someone that can help me? I have called the number provided on the contact page over and over again and keep getting told that someone will call me back (seriously like 3 or 4 different occasions) and no one ever calls me back.
    thank you,
    Harper

        Hi Harper1111111,
    Whoa! I can certainly understand your shock upon receiving such a large bill statement. We always want any experience with Verizon Wireless to awesome and accurate. I apologize that this did not occur. Just to clarify, you were told that with the International Value plan of $3.99 added to the line, that all calls placed would be $2.29 instead of $2.89? If so, you are looking to have your bill rerated for all the minutes to be charged at the $2.29 rate? Keep me posted.
    Thanks,
    PamelaF_VZW
    Tweet us @vzwsupport

  • Motorola Droid X or HTC Droid Incredible or Samsung Fascinate or Wait?

    Hey Guys,
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    At this point I have several options in front of me, and I want you guys opinions on what you think is a good phone for me? I generally consume a few GB of data per month, send 2500 texts or so, and talk a little as well. My primary uses are gaming, multimedia, texting, and web browsing. Size isn't an issue, however I do a LOT of multitasking.
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    HTC Droid Incredible
    Samsung Fascinate
    In addition, after doing so, do you think its worth it to buy now? Or should I wait a few more months and get the rumoured LTE phones or iPhone thats coming to Verizon in late 2010/early 2011.

    I want to point out it is not my intention to ruffle any feathers. I used to considered myself a loyal Verizon customer, but maybe after nine years with any carrier you have seen too much of the true nature of the way they conduct business. In Verizon's case it is my opinion in the last three years particularly they have gone over the line in terms of unfair restrictions and misleading terms and pricing. This has been born out in succesful lawsuits ( http://www.consumeraffairs.com/news04/2007/10/ny_verizon.html ) 
    ( http://abcnews.go.com/Technology/wireStory?id=10975100 ) there are more, but you get the idea.
    Wicked One regarding Sprint and Verizon Upgrades, I am not sure about that but here is what I understand:
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    "Verizon Wireless came under FCC scrutiny in early December after it doubled its ETF for netbooks, smartphones and some feature phones. No official action has been taken on the matter."
    http://www.infoworld.com/d/the-industry-standard/verizons-big-rip-shows-its-bad-att-300
    http://www.eweek.com/c/a/Government-IT/Following-ATandT-Verizon-ETF-Hikes-Sen-Klobuchar-Pushes-FCC-769924/
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  • Re: Need to print SMS text for possible legal reasons

    I am having the same problem.  I did forward it to my email and it shows the message.  I can do it one by one but it will not work because it does NOT show the date and time and whom the original text is from.  It looks like a msg from my phone sent to my email on the day I send it, not the day I received the text
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    These messages are full of I'm sorry.  And full of what he did and how he won't do it again.  I hate seeing them everyday but I have them saved hoping to save enough money to just buy a new phone and hand over the whole phone as evidence because I don't know what else to do.  His acknowledging some of the specific events that took place would be a great relief to me and the case .  And now sitting in jail he seems to have lost his memory and his apologies, imagine that.
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    <Branched to a new discussion.>
    Message was edited by: Verizon Moderator

    I am sorry to hear about your problem dear but I did exactly what you are talking about. I set up a gmail account just for this and forwarded all of my ex's nasty text messages there and printed them, the time/date stamp does show up and when my atty. showed up at court with over 1000 pages of messages of course they objected, but the judge could see that I was not lying about her and had the PROOF. They settled and my kids and I live happily ever after.
         You must forward each text as an e-mail to the new account then print. I was using two different Blackberry phones over a 3yr period to do this. It can be done. Good luck.

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