The front line people aren't equipped to handle anything off-script. Let me call Comcast and see if they can help me." The phone droids usually have a procedure to prevent you from going to a competitor.
Regarding the scheduling problem - this may not work any better - but if they stonewall you on the installation appointment, you could try. That's a stupid-level mistake and you'd think VZ would have solved that problem a long time ago. VZ should have a flowchart for their technicians that has at least as much detail as the phone droids have. It seems to me the basic problem (and this is Verizon's direct fault) is there is a disconnect where VZ is not training the subcontractors they hire to represent VZ to the customer. Posted by: There's nothing good about Verizon | Septem7:21 AM it's just the most relevant to your column today. No other solution offered.Īnd that's not the worst experience I had before walking away from. I explained that my work situation is such that I cannot recieve incoming calls (not really all that uncommon), but I would happily call their scheudling agent. They pushed me for a cell number - so I wouldn't miss the call. "We'll close the ticket" was the answer, as if that's the most sensible, normal thing in the world. So I asked what would happen if I missed the next call. but was given the same story someone would call me. I called the general 800 number again and INSISTED that I be transferred to a scheduling agent.
No appointment was made the problem was not resolved. So, what did Verizon do? They closed out the service ticket and considered it resolved. I'd have to RECEIVE the call, there was no way to transfer me, no other 800 number, no way for me to dial in and arrange an appointment. I asked to be transferred to "someone who could schedule", and was told that wasn't possible. He said he couldn't schedule service calls, but someone would call me. I needed service for my DSL (long since cancelled) so, when talking to the rep at the 800 number, I asked what time/day we could set up. I have SO MANY bad stories, it's hard to pick a favorite, but since you mention scheduling woes, here's a Verizon favorite: Previous: Verizon Drops Controversial Fee | On it's back, it says: "We never stop working for you." The technician had pulled out the cable and never put it back!īut he did leave me the Verizon FiOs "Welcome" book.
To top that off: When I went to watch our cable TV later that evening, it wasn't working. The guy should have said, 'I'll get more white cable and be out tomorrow' or whenever," my husband added. "Why do you have to call and go through all the hoops to get another appointment. "Shouldn't it be up to Verizon to reschedule?" he asked. The technician left, saying it was now up to me to call and reschedule. I probably could have insisted, but I wanted the job done right if it was to be done at all. It was clear that at 5 at night, he didn't want to do the job. (My house is painted white and a black cable would definitely not do). He didn't bother to tell me, as a Verizon technical agent later did, that all I needed was an RF modulator which would allow me to have both a DVD player and DVR plugged into the TV.Īs I pondered what to do next, the technician then said he didn't have enough white cable to do the job.
The only way I could use my DVD player was to pull out the FiOS plugs each and every time I wanted to use my DVD and install the DVD plugs.
That was after he told me that the other TV-the one already hooked up- was too old, with an insufficient number of ports to support both a DVR box and a DVD player. But the technician told me otherwise, saying it would cost $54.95 extra for that TV. She did not indicate that would be a problem. I believed I told her one of the TVs I wanted hooked up wasn't currently connected to cable. When I signed up for FiOS TV, the Verizon sales agent said I could have three TVs installed with FiOS. I had planned to get two TVs hooked up to FiOS one was already hooked up to cable, one was not. That, it turns out, was the least of the problems. Here's my sad installation tale.įirst, the Verizon technician was supposed to arrive between 1 and 5 p.m. And I was hoping I could do so when I got my FiOS TV installed. I would love to write a nice item about Verizon.