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"Poor" Customer Service
Posted by on
I became an Alltel customer in early 2004. I was very happy with their service, and generally didn't have any complaints. If something went wrong with my phone, they fixed it. If there was a mistake on my bill, they fixed it. I loved Alltel because when I was "roaming" off of the Alltel network, I frequently had coverage on Verizon's networks (or so the phone would tell me when I neglected to dial a necessary area code while traveling), without paying the big Verizon price tag.

I became a Verizon customer last fall (Aug 2009-ish), and I will be sending a formal letter of complaint to the BBB and to the FCC tomorrow. I never wanted to be a Verizon customer, and I doubt I ever will be in the future.

I'm over Verizon- I can't stand them. We (me and my four other phone lines) are totally sick of Verizon's "poor" customer service model. I wish I could think of a clean adjective to describe their customer service model other than "poor," but nothing comes to mind. I did not choose to be a Verizon customer, and among other things, I think it's complete bunk that I still have to pay $150+ PER LINE (5 lines, you do the math!!) to get out of our contract.

From the start, my Alltel phone had issues on Verizon's network. I would miss calls, messages, text messages, etc., and the phone had absolutely no record of missing those calls. How do I know this? I would compare phones with my mother, when my phone failed to ring when she called me. The call would be registered in her phone, but not mine. We are on the same family plan; there is really no reason why this should be happening. So, I upgraded to a Verizon phone. Two of my brothers (also on the same plan) were having similar issues, so we all upgraded at once. Two of us got a Blackberry Storm, because of a buy-one-get-one offer. This was mid-September 2009.

My experience up to that point with BOGO offers on cell phones had been that the phone model on sale was usually on sale due to overstocks, a new model coming out soon, etc. But not Verizon!! How do I know this? Read on.

The first 30 days of this phone were fine- no issues. From time to time it was VERY slow, which I assumed was a Blackberry issue, and since I really didn't know much about Blackberry phones, I assumed that the lack of knowledge and expertise on my part was to blame. My brother, who had the identical Blackberry Storm, complained about the same issues, but he'd had other Blackberry models before this one, and just wasn't a fan of the Blackberry, but wanted the PDA functions. And, the phone was buy-one-get-one, which was in our budget. So, we tried to learn to deal with it.

After the first month (which is significant to Verizon, because if you don't trade in your phone during the first 30 days, you're stuck with it for two years, until you are eligible for another upgrade.. a policy VERY different from Alltel's policies, which would have been nice of Verizon to explain, but they failed to do so at any time during the merger), our phones started consistently crashing, freezing, failing to register calls, etc. (remember, this is why we upgraded from our previous phones, with which we had been very happy!!).

At 34 days into the new phone, I sat next to a lawyer at a friend's wedding. We both had a Blackberry Storm. We spent about 30 minutes talking about how slow the phone was to open ANY application, how it constantly needed attention in order to work (period), and generally what we disliked about the phone. I really don't recall any shared positive points to the phone from that conversation. It is through this lawyer that I learned about Verizon's 30-day return policy. Yes, the phones will be replaced with a refurbished model if they break (without mis-treatment on your part), but after 30 days, you're stuck with it for 2 years.

I figure at that point, that I just need to live with that junk phone, and just regularly install updates from Blackberry.

By February 2010, I was still carrying the phone with me when I left the house, but primarily used our home business line for any and all calls. I had visited several Verizon stores in an effort to fix the "bugs" in the phone, but each and every time, I was told that there wasn't a THING the "customer service associates" were able to do for me to fix the problem. I needed to call a 1-800 number to speak with Verizon directly. Those calls ended in frustration and promises to myself to cancel our contract the first chance I got (without paying $1000 to cancel the contract).

Mid-April 2010, I had installed the promised Blackberry firmware update, and yet STILL had problems receiving phone calls, placing phone calls... basically using any type of function within the device that required a connection to the Verizon network. The device's camera, media player, calendar, internal applications all work just fine. However, the actual phone functions... don't. I visited a Verizon store (still conditioned by the excellent customer service model at Alltel), and was told AGAIN to call the 800 number. This has happened to me in multiple Verizon stores both in Arizona AND Virginia.

After making another call to that crap phone number, I received a refurbished device, followed all the set-up and activation instructions. For about a week, the device worked as it should. Meanwhile, my brother's phone was a buggy as it ever had been.

I should spell out quite clearly here the reactions from various "customer service representatives" that I have received in dealing with his crap phone. Essentially what I've gotten during an in-person visit to a Verizon retail store is a brief look of frustration from the Verizon employee, and a patronizing speech about how they can't do anything about the problem, the problem is with Blackberry, etc., etc. During my calls to the 800 number, I have been quite clear about the problems with the phone, and that I have NEVER been a satisfied Verizon customer. The response has been fairly similar, except there's usually an added line: 'I know exactly what you're talking about, and I'm sorry you've had those issues. How many times have you had the phone replaced?' (Something along those lines.)

I work in customer service. Because I work in customer service, I know that it really does not take much to have a successful customer service department. HOWEVER, if you are looking for a failed customer service model, go sign a contract with Verizon. If you work in customer service, you shouldn't EVER have to ask "how many" times a product has been replaced.

This afternoon (5/4/10), my brother called me (from another phone), to tell me that his phone had completely died (screen froze while he was listening to music on headphones, and the headphone jack seemed to die at the same time, because although he hadn't unplugged the headphones, his music started playing through the phone's speaker), and despite trying to turn it off (which he couldn't do), and removing the battery, the phone was dead. Plugging it into a computer via USB cable didn't resurrect the phone, and charging it for 12 hours didn't work, either. At that point, he slammed the phone on the floor, cracked the screen, and then he was able to turn it back on. Go figure.

He had gone to a Verizon store, but they refused to help him with anything- wouldn't even tell him the amount of our current months' bill. (We pay about $250 per month for our current contract.. the least Verizon could do is fix their own mistakes.)

I called phone number to the Verizon store that he had visited (someone from that store called me, but I missed the call while at the doctor's office), but they were closed for the day (my brother is on the east coast, I am on the west coast). Angry, I called that crap 800 number, and told the girl with whom I spoke what the situation was, and apologized if it seemed like I was directing my anger at her personally. I informed her that I was already going to submit a formal complaint to the FCC, but that if Verizon couldn't resolve this issue (in other words, replace our phones with a different model) by the end of tomorrow's business day (5/5/10), I would be canceling our contract, no matter what the cost, and finding another provider. She was very nice, and tried to be helpful, although my experience on the phone tonight was the same as others. She told me that Verizon HAS KNOWN about Blackberry issues for several months, and that "Blackberry is working on it." However, even though my brother had cracked the screen when he threw it on the floor in frustration, they were willing to replace his phone for free, as it had already died on him. Silver lining?

My question to her (being in customer service for an international sales company), was: "Why is Verizon carrying a product that they know is faulty?" She didn't know. I wasn't surprised at all, seeing as I was talking with Verizon. I explained that if Verizon knew this product was faulty, they shouldn't be selling it. Or at the very least, they should be providing a disclaimer to customers.

Now, from a business standpoint, continuing to sell a faulty product doesn't make any sense. If Verizon stopped carrying ALL Blackberry models until Blackberry had fixed the issues, I'll bet those bugs would be fixed in a week's time. Loyal blackberry users don't refer to their phones as "crackberry" without reason! I suppose, anyway.

As of tonight, there is no resolution to this problem. There wasn't a supervisor or manager available earlier this evening that I could speak with; apparently they had all gone home for the day. That begs another question- why doesn't Verizon have ANY managers available during normal call center hours - 7am-10pm, CST??? I called about 7:30pm, CST. There should have been a manager able to take my call.

I am anticipating a large charge on my credit card tomorrow in order to get out of my Verizon contract, as well as a search for a new cell phone provider. At this point, I don't care if I end up with a pre-paid phone, as long as the phone actually works!! I know several former Alltel customers who have already paid to get out of their contracts because of their "disappointment" with Verizon's customer service. I anticipate to count myself amongst them tomorrow evening, because unless Verizon pulls some miracle hat trick tomorrow, we will be GONE.

I will be faxing my complaints to the FCC, BBB, and Verizon tomorrow, whenever I get a break during my workday. There is simply no reasonable explanation for Verizon allowing this problem to continue as it has. Inexcusable.
     
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rippedoffbyverizon on 2010-06-03:
that's the way they do business. none of them care about you or your service. they are not americans! sorry to hear your trouble with them. god bless you!
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Never had a problem
Posted by on
I recently had to make several phone calls to Verizon over a period of a few days. The first time I called, it was to release a cell phone on my family plan, so that the user could get off of my plan, and start his own, under his own bill. I called later that evening to ask about upgrade info. I was due for an early upgrade, but my "every two" is not due until July. I was confused about the pricng for the early upgrade, as I knew it was to be higher. The man I spoke with put me on hold for a bit, and then came back and told me that he found a loophole to allow me to get not only the "every two" pricing, but also to get the internet discount (I couldn't do the upgrade on the net, since I wasn't fully eligble yet). He saved me about $170 in getting the phone that I wanted.

I called again today to A) Change my last name on my account, B) make sure that my soon to be ex husband had indeed really taken has phone off of my account, C) Change the ship to address on my phone, because I forgot to tell the guy from last night to send it to my work.

All three phone calls were handled in an efficient, friendly manner. I have had Verizion for several years now, and I have received nothing but the best of service. When my husband couldn't stand his phone, but wasn't eligble for an upgrade, the manager at our local store let him use mine. When my husband broke the new phone 6 months later, they gave me a new one for free, despite the fact it didn't have insurance, because we were in a tough spot (our son was in the hospital).

All too often on review sites, a company is only reviewed when the service is bad. All companies will have their bad moments. It's bound to happen. But, I work in customer service, and I know that no news is good news. My company is in advertising products, and we ship 200 orders a day. Maybe there is an issue with 2 or 3 orders a week, but from the feedback, you'd think that we can't get it right. Out of 67 million subscribers, Verizon is bound to upset a few thousand.

I can see in many of the reviews that I have read that as the review goes on, the typing gets less accurate, and the grammar gets worse. Reviewers are getting more upset even as they type. In my customer service experience, that is how calls go as well. Someone is not happy about something, or is confused. They start off in a foul mood, and they only get worse from there.

If you have ever been a CSR on a call loop, then I am willing to wager that you do not have as many negative experiences with any company's customer service, as those who have not. For those who are reading this review, and are angry at Verizon's customer service reps, ask yourselves these questions:

Were you crabby to the representative when they got on the phone? Try starting with "I hope you can help me", rather than "you screwed up". (I'm constantly waiving charges and giving better pricing at my job when someone calls and says, "I totally misquoted my customer, can you help" rather than "I want better pricing"... Those guys get zip from me!).

Were you overly excited about your issue when you tried to explain it? If you are in freakout mode over your bill, the CSR is probably having a hard time figuring out what you're trying to say. Take a deep breath, and don't be snotty if they can't understand you while you're talking a mile a minute.

Were you rude or demeaning to the representative the last time you called? When you are nasty to a CSR, that's going to be noted in your account. When you get a different person, they're going to have seen that note, and they'll be on the defensive, and less likely to help you.

Did you act like the error was the reps personal screw-up? CSR's hate that. It will make them prejudice against you from the start.

I've worked as a CSR a long time. In every industry, when something goes wrong, people have the same attitudes when they talk to a CSR. And it's because we're human. We want someone to hear our problems, and identify with it. We want to vent, and we want someone to take responsibility. Because the CSR is the first line of contact in any major company, they take the most anger, frustration, and insult. It's the name of the game. Trust me, if you're mean, you will be insulted beyond your ability to comprehend, behind your back, as soon as the call is done. If your ears are burying after a heated CSR call, there's a reason why.

I am only saying all of this folks because I see the reviews that are left, and a lot of it seems to be about "bad customer service" because the didn't get the answer they want, when they wanted, with everything free for the inconvenience of having to call. I could just as well post this under any company's profile. I'm choosing Verizon because I've had excellent service for several years, and I have 6 or 7 friends that can say the same thing.

All companies will screw up. Until robots run the planet, all companies will be subject to human error. So your bill is wrong. Don't go in all gung-ho, and believe it or not, usually your problem will be handled right away, and will be taken care of. Verizon screwed my bill up about 6 months ago. I called, asked for assistance, and it was credited on the next month's bill. I simply talked to them the way that I would want a customer calling my job to speak to me, and lo and behold, I got what I wanted. I didn't expect an extra credit due to the inconvenience, and I didn't treat the representative like it was their personal fault.
     
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MRM on 2010-04-07:
\0/ \0/ \0/ Three cheers to Verizon for providing Laurita excellent customer service! HOORAH!!!
warddw1526 on 2010-04-07:
Thanks for taking the time to post your good experience.
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Worst Internet Service I Have Ever Experienced
Posted by on
NEW JERSEY --
To Whom It May Concern:

This letter is in response to the poor service I received when I was a Verizon Wireless customer from September 2008-2009. For the first 8 or so months of service, the internet service was okay. There were some instances in which the internet was not working or extremely slow, but the issue was able to be resolved through a phone call to Technical Support. This 30-45 minute phone call was an inconvenience, but I was glad the issue was able to be resolved nonetheless.

From the period of July 3rd, 2009 to August 24th, 2009, a technician had to come to my home on four separate occasions to fix my internet. This occurred two weeks in a row, on July 3 and July 10th. On the second visit, the technician recommended that the internet speed be lowered from 7.1 Mbps to 3 Mbps. He said that the connectivity issue stemmed from the distance from Verizon’s server and my apartment and that lowering the speed would actually make the internet go faster. I called Verizon to make this change and was offered a lower monthly rate, but I would only get the lower monthly rate IF I signed another 12 month contract. I declined, saying that I had already experienced poor service and did not want to continue this service any longer than I already had to. This lower rate also irritated me, because when I had first signed up for service, the Verizon employee encouraged me to take the higher speed. Basically, Verizon had been profiting from selling me a higher speed at a higher price when I would have had better service if I would have taken the lower speed that presented less of a profit for Verizon. Furthermore, it was in my opinion that I be given this lower rate because my internet was at a lower speed and because of the many problems I have experienced.

My next internet service outage was from July 29 to August 2. I called Verizon Technical Support as soon as I was aware of the problem, but the problem was not fixed until 5 days later. They said that a technician would be sent Thursday afternoon, which I had to take off work to wait for. The technician never came and the issue was not resolved until the following Sunday. This created an extreme inconvenience, as relied on having internet access at my apartment. I did pay Verizon $35 a month to have to drive over to the public library to use the internet for 30 minutes between the hours of 10 A.M. and 5 P.M.

I also was without internet from August 21 to 24. I called on Friday when I became aware of the issue. They were not able fix the problem over the phone. The Support Technician said that they would be able to send out a technician on Monday. I requested a technician for Saturday, stating that I work full-time and could not take off work. The individual on the phone said that technicians do not work on Saturday. I told that they did indeed work on Saturdays, as one had come to my apartment on a Saturday. She said that one “might” be able to come on Saturday but that she could not guarantee this. I told that I wanted this issue addressed, especially considering that this was the 4th technician that had to come to my apartment in the past 8 weeks. My internet was not fixed until the following Monday.

While I was able to get a small service credit for the time I was without internet, this amount did not compare with the time and inconvenience caused by the lack of internet. Every time a technician had to be called, I had to take off of work. I should not have to take off the greater part of 4 days within 8 weeks because my internet is not working. Furthermore, each time I had to call technical support, the call was at least 45 minutes long (half of this time was spent on hold).

I also did not approve of Verizon’s billing practices. When I initially received the modem, these charges were taken out of my checking account. I did not realize that this automatically authorized Verizon to take the monthly bill out of my account automatically every month. I never signed anything giving Verizon the authority to do so. The first month I had service, I called to request a paper bill. The only bill at that time was an e-mail that I received the day the money was taken out of my account. Even though I requested a paper bill and an e-mail with earlier notice of the billing, I did not receive either. The only paper communication I ever received from Verizon my very last bill stating that my balance was zero.

When I had signed up for internet service, I understood it was a 12 month contract. Ironically, Verizon told me I had to call right before my 12 month service was up to end my service. I also asked for a letter stating that my service with Verizon had ended. She stated that Verizon does not provide paper billing and could only provide me with a confirmation number. Furthermore, when I called to end my service, the woman asked why I was discontinuing my service and tried to discourage me from ending my internet service (even after I explained to her that I had to have a technician come to my apartment four times in eight weeks). This is just another example of Verizon’s aggressive business tactics.

I was very glad once my 12 months of service with Verizon ended. In all of my life I have never experienced such poor internet and customer service. Through my experience I became very aware of Verizon’s prime focus on profit margins and lack of focus on providing quality internet and customer service. I will never again use Verizon internet and will be spreading the message to everyone I know, including the Better Business Bureau and other consumer advocacy groups. I urge you to reconsider the way you treat your customers and the “quality” of service you provide.
     
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A Vile Company
Posted by on
TRENTON, NEW JERSEY -- I've been fighting with Verizon for years with no luck. The New Jersey Board of Public Utilities is about useless, and since I have ended service, the response from them and the BBB is that I am no longer a customer. Aren't they observant?

As with many other customers with perpetual problems, I am in a rural area. Verizon does not service the area properly and lies. Most of the techs have been decent, and have clued me in on how awful the company is, but I have grown to distrust them too.

The phone goes bad when it rains, they send someone out for a temporary fix, then it happens all over again. I started asking for credits, but on the last bill they charged me 91 dollars for service. I refused service, but they claimed they performed it and that the problem is in the house. The 91 dollars is a diagnosis.

Everyone knows the problems are on the lines, but they persist on lying like sociopaths. They charged me before for work not performed and credited it, but this time I got an argument. The tech who came on June 4th told me he didn't want to hear my complaint because he was union. He was told to leave the property. He would not. He was told to leave by the police, and I cancelled my service shortly afterwards.

This 91 dollars is not for service, it is for spite. The obtuse nature of their service is alarming. It's no wonder the number one complaint to Consumer Affairs in NJ was about telecommunications. It actually rained this spring.

Here is a copy of a complaint I sent to the BPU:

" 1. The phone service has been inadequate and criminal. Customers are expected to pay in full each month, no matter the quality of that service, unless you complain to the BBB and specifically request reimbursement. The “customer service” of Verizon has been designed to filter problems, rather than address them.

2. The company is prepared to leave certain customers “without” in order to create a facade of adequacy. They are not willing to invest in quality for all customers in a problem area.

3. The problems are related to moisture. The nature of repair in the area is designed to hide the problem, and substantial fixes would require regular maintenance or line replacement within a certain area.

4. It is possible to give specific dates for poor or non-existent service, and examples can be provided, but considering the above mentioned strategies for “maintenance”, it is adequate to say that any period of moisture is a service problem for any number of residences in the area.

a) June 1 and counting, 2009
b) May 5, 8, 9, 2009
c) March 29, 2009
d) October 24, 2007
e) June 12 and 25, 2007
f) November 28-30, 2006
g) October 8, 2006
h) September 1, 27, 28, 2006
i) June 25, 2006
j) May 27 and 28, 2006

This is just a small example of effected service. It is difficult to find the time to keep up with Verizon’s chicanery. It can be stated with accuracy that precipitation inevitably effects service.

5. An attitude of acceptable subpar service in rural areas is rendered by representatives of the company. The rural excuse is utterly demeaning. Having lived in other rural and wet regions of the United States, a stark contrast can be made to this pathetically provincial excuse. Thirty minutes from Wilmington, 1.25 hours, from Philadelphia, two hours from NYC and 2.5 hours from D.C. accentuates the importance of the area and does not negate or delineate in any way shape or form its rural character. It is ridiculous that such an area receives sub-par service.

6. The problem is related to the age of the lines and the corporation’s unwillingness to maintain the important necessities of infrastructure. Their actions are an assault on the public trust.

7. Verizon’s business practices are the result of economic bigotry. It is well known that Verizon is slow and unresponsive to areas of lower income in the inner city and countryside and is surreptitiously unwilling to provide its obligations of service, although the fees are the same whether you live in a wealthy or poor area.

8. Company policy is maintained to prevent complaints rather than address them.
A 1-800 number is provided in order to filter complaints away from the BPU and only temporary fixes are made.

9. There is evidence of collusion between government entities and Verizon.

a) Complaints to the FCC and the BPU are not taken seriously and are rerouted to an undecipherable maze of government bureaucracies.
b) Legal complaints require a $25.00 fee that will be lost in legal oblivion.
c) Verizon has been given rights in New Jersey and metropolitan Philadelphia without providing adequate service for existing operations.
d) Local political units are often unresponsive and supportive of Verizon.
e) The FCC refers complaints to the BPU, yet renders it powerless.

10. Alternate services are available but impractical.

a) Cellular service, air phones, and satellites provide adequate service in the area. However, these services are cheaper to maintain than traditional service yet are more expensive and unaffordable for consumers.
b) FIOS is a wish and concrete attainability is a mirage. Its installation has created its own issues evidenced by an entire page dedicated to problems at the consumer affairs web site.

11. Verizon’s hierarchy requires an unnecessary and costly chain of command that requires a home inspection first, leading to the inevitable repair of faulty outside lines causing:
a) Pressure on representatives to make faulty home diagnostics in the name of “sales”.
b) Wasted time and resources that can be contributed to real fixes.
c) An April 4th, 2009 bill showing charges for service of 100 dollars for services refused inside the home exemplifying gross incompetence, unbridled corporate avarice and arrogance.

12. It is the 21’st century. Water proofing is not magical but an every day reality, however, not a part of Verizon’s maintenance.

13. Enrollment in the combined billing options for land and cell use led to convoluted and incorrectly executed billing agreements exemplifying gross incompetence.

14. Verizon has no respect for private property. I have had representatives come in the house for five years. This stopped when false charges appeared on a bill. Some representatives understand the issue and do not insist on entrance but others do. It has been consistently fixed in the past on the outdoor lines, but now the game is to insist on entrance. This is a gross violation of property rights.

15. This is a safety issue. I have missed phone calls from the police, doctors and
hospitals. This is an issue where apology and reimbursement cannot be commensurate with the frustration Verizon has caused.

16. Because of no phone service since June 2, 2009, and growing corporate intransigence, I have cancelled all phone service. Closing was met with the usual arguments that Verizon customer service presents its customers, and it took me two phone calls to complete, costing me more time with this savagely unfair and morally bankrupt corporation.

In conclusion, there is no excuse for the service Verizon gives and there is no acceptable apology. The only adequate outcome would be admission of guilt and a more than temporary fix. I seek financial restitution for those effected by Verizon’s incompetence, waived court costs and to inform government entities of another situation where they have failed to protect the citizenry from corporate malfeasance resulting in the detriment of our infrastructure."


     
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Verizon's Awful, Manipulative Online Sales Tactics
Posted by on
I just spent 2 hours unnecessarily online attempting to get internet services and then understand what I am supposed to be getting, then undo everything because no one wanted to explain anything to me!

First, I want to say in big letters: BEWARE THE SO CALLED 'CUSTOMER SERVICE REP' THAT POPS ONLINE TO 'CHAT' WHILE YOU ARE EXPLORING SERVICES AND OFFERS TO 'HELP' YOU.

The ploy is to push you to a sale, not to help you at all. I have a copy of our "transaction" which I will be posting here to show you all.

In short, I asked about a bundle package for internet and wireless only, NOT landline or TV. In the end, I still have no clue what I signed up for, what it will ultimately cost after all the initial "free month" promos are over and done with, nor do I know what services I really have.

When I attempted to back out of the transaction in the end, this jerk told me that I had to call my local Verizon business office in the morning. I then spent an additional hour on the phone and online hunting for a number to complain.

Verizon.com has cleverly posted the Verizon wireless service phone number at the end of the confirmation of your sale on the website, so you get to unleash your wrath on people who have no clue what is going on.

These people are crooks and liars. No two ways about it. Here is my conversation with "Bernard" to give you an example:

We are routing you to a chat representative. Thank you for contacting Verizon. Your average wait time is 1 seconds. Order a Verizon Freedom Essentials package online and receive $10 off per month, plus get your 1st month of Internet FREE! Ask me for details.
You are now chatting with 'Bernard'

Bernard: Hello. Thank you for visiting our chat service. How can I help you experience the cutting-edge technology of FiOS?

you: HEllo Bernard. I am interested in bundling internet and my existing wireless.
you: Phone that is.

Bernard: I will be happy to help you with that.

you: Thanks. I understand there are limits w/ the FiOS service in that I am limited in the movies and videos I can download without incurring an additional fee. Is this true?

Bernard: Yes. You can surely download movies and videos without any additional fee to Verizon if you have FiOS High Speed Internet service.
Bernard: You can order your FiOS High Speed Internet service online to get the benefits of online and promotions.

you: OK. I was told at a Verizon dealer that there is a 5 gig limit on downloading movies, videos or doing gaming online as it ties up bandwidth space. I download a lot of movies on my computer and want to know what my limit would look like. I like that FiOs would let me go online anywhere I get cellphone service though.

Bernard: You can surely download music and videos.
Bernard: Let’s go ahead and set you up with this great service today, so that you can take advantage of the current exciting promotions.

you: So, you are saying, with FiOS, I would have unlimited downloading online without incurring any additional fees? Correct?

Bernard: Yes. You are absolutely correct.
Bernard: I'd be happy to direct you to the proper location to begin placing your order online today.

you: Wow. I wonder where the dealer got his information then. Hmmm. OK. Another question: I have a pc laptop and my roommate (also a Verizon customer) has a Mac desktop. Would one Fios account cover both of us?

Bernard: Yes. You can surely connect all the computers that you mentioned above.

you: OK. So, there would be one FiOs account with me that would cover all the computers in the house? Also, you could bundle this internet service with my cellphone?

Bernard: Yes. You can order your FiOS High Speed Internet service online and bundle your services once they are activated.

you: I would be interested in pursuing this. Are you the one to help?
Bernard: Yes. I'd be happy to direct you to the proper location to begin placing your order online today.
you: thanks

Bernard: I will keep the window open in case you have any questions while ordering for the services.
you: thanks
you: I am getting a window saying that I have to have a phone jack nearby?

Bernard: Can I ask how far is your phone jack?
you: This is a new house for me and I am not in it yet. I know there are phone jacks all over the house though.
Bernard: Then you can select installation of phone jacks by selecting "Choose Jack Installation."

you: OK. also, I am seeing where I am getting the first month free, however, I want to see the costs that I would be responsible for in future months. When will I be shown this?

Bernard: Yo will be able to see the rates when you will proceed.
you: my street address is showing up as LN. Is there a problem?
Bernard: That won't be a problem.

you: I will trust you

Bernard: Let me know if you have any other questions while ordering your services.

you: I still do not see the costs I will be incurring in my bundle after the free month. Can you help me with that?

Bernard: Let me know once you are done with your order.
you: I am already at the order confirmation, so I am done
Bernard: The benefits of online offers and promotions will be reflected in your monthly bill.

you: However, once again, I want to know ahead of time what the bundle is.

Bernard: Congratulations on submitting your order! We know that you will enjoy your new High Speed Internet service and we do appreciate your business.

you: Hold on! What is my monthly charge for internet and cellphone????

Bernard: Sure. Bundle means having one bill for more than one more services from Verizon.

you: SO, once AGAIN, what is the total COST I am expected to pay after the promo???
you: I am interested in the basic COST on my bill before I commit to this service.
you: This is not brain surgery

Bernard: Just a moment.

you: You said I woul.d be getting a review of the cost I would be paying after the promos. If I cannot get this now, I will be cancelling this transaction right NOW.

Bernard: Can I ask which plan have you ordered?
Bernard: Not to worry. You will get the benefits on your monthly bill.

you: heLLO? hOW LONG HAVE WE BEEN CHATTING HERE? I ordered an internet/cellphone "bundle", which I assume includes FiOS and cellphone? I do not see anything clearly reflected here.
you: I want to talk to someone who can tell me what my bill will look like after the free month of all the wonderful promos I will get , I will be paying something, ANd I want to know what that is,.

Bernard: Being an online chat representative I do not have access to check any information of customers regarding security reasons.

you: Then I want to cancel this transaction. Can you help me with that?

Bernard: Be rest assured you will get all the benefits offers and promotions on your monthly bill.

you: I want to cancel this transaction. I want you to help me with that.

Bernard: Being an online chat representative I do not have access to check any information of customers regarding security reasons. In order to cancel your transaction you need to call local Verizon business office.

Resolution Update 08/29/2008:
See additional posts!
     
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MrBeanRocks25 on 2008-08-28:
What a creep. I don't trust those online sales people because, like you said, they are only there to upsell your order. The fact that he couldn't answer you right off leads me to believe he didn't know it all along. I hope you don't incur any separation fees. Did you ever find the number for Verizon?
Anonymous on 2008-08-29:
Did the CSR even confirm that FIOS is available to your home? The reason I ask is that when you attempted to order service the online system asked about a phone jack. FIOS does not use copper phone lines. It's a completely separate network. You can indeed bundle internet and wireless but you will end up calling Verizon billing to fight about the charges. I speak from personal experience.
pathfinder on 2008-08-29:
I just posted a compliment to the customer service reps that finally cancelled my order. I invite you to read it!
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There Is No Such Thing As Customer Service Anymore
Posted by on
WINCHESTER, VIRGINIA -- The unfortunate part is that my situation has not ended here. I have talked to at least 12 more people since this letter was written.

Verizon Customer Relations
P. O. Box 1400
Salisbury, MD 21802

Re: Poor Handling of Account

To Whom It May Concern:

My name is and I have an account that was under my father’s name . I was recently laid off from my job, and decided to look over our bills to make necessary changes so we could save money. I realized we were paying $83 per month for residential phone service, a fee that I believe to be outrageous.

On December 21, 2007, I called our local Verizon office to cancel the residential phone service but to keep the DSL service as well as the cellular service we have through Verizon. I had decided to switch to Vonage to save some money. I spoke to James at my local Verizon office and he gave me a nice offer to keep my residential phone service, but I decided to cancel the residential service anyway. James was very nice assuring me three times that I would not have any interruption of service, and I was also sent an email stating there would be no loss of service.

On December 24, 2007, my home phone was shut off, and my DSL was disconnected! I called the Verizon DSL 800 number and sat on hold for 10 minutes. I hung up and I called Vonage, thinking that I just started with them a couple of days ago, it might be their problem. It was not a Vonage problem. I spoke to a Vonage technician and he said he would call my ISP provider and see what they said or could do; all the while I would stay on the line. He sat on hold for a couple of minutes and came back to me offering to call me back when he had a person on the line, rather than wasting my cell phone minutes. When he called me back about 10 minutes later, he had Shawn on the line, who stated that he was surprised that I had DSL service immediately following the change request. I became very upset, and made it very clear that the Internet is what I was using to try to find a job. You can not just walk into a government agency and say “I want an interview”. Shawn stated that there was nothing that he could do, that there was an error made in the initial change request and there wasn’t anyone on Christmas Eve that could fix the problem.

He said that the earliest this would be fixed would be December 26, 2007. He then stated that he would transfer me to the Retention Department to cancel the initial order and start the process over. I agreed to talk to them to try to get back online. Mr. Carlos in Retention said that there was nothing their department could do before December 26, 2007. I asked to be sent to billing to find out how they would handle this, I believed at the time that I was wasting cell phone minutes and would wind up paying for services I wasn’t using. I was then transferred to billing and spoke with Mr. Thomas Mooney, who was very nice, understanding and very helpful. He credited my DSL account for one month, which was fair, but he couldn’t help me with the cell phone minutes, that I would have to speak to Verizon Wireless. He did however tell me to talk to a Tier Three Technician, that they should have been able to force the initial request through and get this taken care of as soon as possible. He transferred me back to Technical Support, where I spoke with Glenn. I asked to speak with a Tier Three Technician, and was told by Glenn that he had been with Verizon for 4 years and knew what he was doing.

I said okay, I will try to make a long story short. He wanted to ask me more questions without any background. I stopped him, I had already been on the phone for almost 2 hours and was tired of the same questions, and told him that he needed to hear the short version because at this point I had no patience left. He listened to the story at which point he put me back on hold and talked to a Tier Three Technician about my situation, but he would not let me talk to the technician. When he came back on the line, he told me that December 27, 2007 was the earliest it would be fixed, when I asked why, because Shawn said that my case would be worked on December 26, 2007, Glenn said that it was just one more day. A technician would get the request on the 26th, but would not get to it until the 27th. December 26th, I was told by a technician in technical support that my DSL would be back up and running between 6PM and 7PM. That was unacceptable, but I had no choice.

On December 27th, I waited patiently for my DSL to come up, 7PM rolled around, finally, and guess what…nothing. I called once again to Verizon Online, and Eileen decided that she couldn’t help me, so she transferred me to another technical support number. I spoke to Srinath. He went over my account and determined that I did not have a good signal coming to the modem. Why? That answer remains unknown. He proceeded to tell me to wait another twenty four hours. You have got to be kidding me. After being transferred several times to technical support through the automated system, I was told by Kathy that the dry loop account was transferred, but the DSL account had not been transferred yet. Kathy proceeded to tell me that the billing department had to verify and would be able to make the necessary determination as to why this was the case. Of course, the billing department was closed and no one else could do anything until they verified the account. At that point I asked for a supervisor, and I was told that the supervisor would tell me the same thing. I had already talked to 9 people; why not make it an even 10. Well, I was stopped at 9; I guess the supervisor didn’t want to help.

On December 28, 2007 I called billing to talk to the 10th person regarding this issue. Mrs. Schulz in billing was not sure why I was told to talk to her, and told me that I should be talking with someone in Customer Service. After being transferred there, I spoke with Amanda, who again told me that my account was completely canceled, but would be reconnected by January 8, 2008. I couldn’t believe what I was hearing; she explained that this was better than the normal 14 day waiting period. I explained to her that from December 24, 2007 to January 8, 2008 is 15 days. I explained to her my job situation and was told to go to the library. That was a gutsy comment. I asked her once again, “Why?” Once again, I got whole lot of apologizing, without any explanations. She offered to transfer me to a supervisor. I finally got on the phone with supervisor named Mrs. Barbara Coleman. She told me that the dry loop order that should have been placed on December 21st still hadn’t been set up, so she resubmitted the order, which was supposed to be done by two of the other 13 people that I had talked to. She truly wanted to help and seemed to understand the frustration this had caused, she offered me complimentary dial up. Unfortunately, I have no dial tone because my entire account had been canceled, so I can not even get dial-up.

Who authorized the cancellation of our DSL account to begin with? All I wanted to do was disconnect the residential phone line. That is a question that will forever remain unanswered. This is unbelievable, and what am I going to get for my trouble and frustration, that I didn’t even cause, is one month credit? I think not only should Verizon Online give me a credit, there shouldn’t be any further charges from the residential side of Verizon. Just cancel everything, let me get out of your hair, and leave me alone. However, I don’t see that happening. This won’t die quietly, like it should.

It is so hard to believe that a major corporation such as Verizon could treat good customers this way. I could understand if we hadn’t paid our bill, or were constantly making bad waves. We didn’t create this monster; Verizon did when they took it upon themselves to cancel my DSL. I have always been extremely happy with Verizon, but this ordeal made me feel like we really don’t matter to Verizon, we just a number. Well, our money spends anywhere and that’s what Verizon has forced us to do, take our money elsewhere.

Sincerely disappointed...

     
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lov65 on 2008-07-04:
Verizon does this and gets by with it, in my area we have no DSL except Verizon. They don't care if you got service. Phone and internet service is the pits.
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Verizon Wireless Lies Lies Lies
Posted by on
DOVER, OHIO -- For once I wish Verizon Wireless would say what they mean, and mean what they say. I purchased America's Choice calling plan, because even though my calls were all in state, they would incur toll charges with a regular phone. I had to get a 2 year contract to do so. Fine, no problem. It's worth it to save toll charges. Well my plan was 3 times more expensive than a regular phone. Every month it was a different story. I found out, because I live on the border of a tower, I was actually using two different towers, one was Verizon's, the other was Alltel. That caused Verizon to charge me roaming charges. So if I went from my living room to my kitchen, I might roam. If I went my kitchen to my bathroom, I might roam. Roaming was not included. Roaming meant I could incur extra $200-$300 month depending on where I walked with my cell phone in my own house. Huh? No matter how much I cried, no matter how much I tried to reason with Verizon, it ended up with me staying put in one spot in my house where I wouldn't roam away from their tower. I couldn't get out of the contract, I couldn't do anything. One month I got a bill for $478.00. That did it. I'm paying it off and I want nothing to do with Verizon. I finally moved to an area where I don't have to worry about roaming.
     
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olroy on 2005-03-19:
Verizon Wireless! The way to great advertisements is to overcharge, and ignore any problems you might have. I had a Verizon phone for four years. I carried that phone with me to Houston, where my wife was undergoing cancer treatment. Since I was to be there for a while, I decided it would be nice to have a local number. I was told it was easy enough to do. I was a little busy, and paid online. Good old Verizon took the money changed my account number, and had me paying the second charge. Not only that, but they now claim I had a year contract, which they cannot produce. I sent faxes on three different occasions, and I am now turned over to a collection agency that manages to call at least once a day. Thanks Verizon!

CAN YOU HEAR ME NOW!

Roy
jrtz11 on 2005-03-19:
All telephone companies lie. They are strictly dollar driven and couldn't care less about service. Most,if not all, would love to get rid of their hard wire division so they could continue to reap astronomical profits from their real money maker............the cellular division.
mauimole on 2005-03-19:
I had a similar problem when my daughter went away to school. Verizon was great-they said if she ended up roaming, they would make adjustments and let us out of the contract if necessary. The customer service was excellent. If you don't receive satisfaction from the person you're talking to, move on to the next. There may be a few jerks at Verizon but for the most part, I have been totally satisfied.
Drako on 2006-07-17:
CDMA Carriers (Verizon, Sprint PCS, Alltel, etc.) Require simultaneous connection to 3 towers before you can even make...much less receive phone calls. This means that if you have even one connection to someone else's tower, you can easily slip into and out of roaming...many times not even noticing it until the bill arrives. That can happen without moving and within calls.

On the terms of VZW and Alltel, not going to happen much with VZW's newer phones, or newer PRL..due to the loss of the roaming agreements, like the one with Sprint PCS. Just means a bit less coverage, and maybe longer connect times or lower call quality.
voiceoff on 2007-04-12:
I had a good laugh at this one. Sorry, I do not mean at your expense, but with you. This roaming is causing unnecessary stress to everyone and to date is still not resolved.
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Verizon will not Stop Billing me Even though I paid Their Fee to Stop Service
Posted by on
NEW YORK, NEW YORK -- I canceled my service in March 2010 and paid $120 to get out of the contract. I asked for a receipt but they said they couldn't give me one. In June I realized they were still billing me so I sent several emails with no response. In July I called again and paid $110 to get out of this contract. Again they refused to give me a confirmation #. Sept 16 2010 I checked my account and realized they were still billing me! This is beginning to feel like criminal intent of theft. I was furious. Spoke to "Patrick" who would not transfer me to a supervisor. He said they are not allowed to transfer for this reason. He said he would cancel the account and I said but I have already done this. What proof do I have that you won't continue to bill me. I kept him on the phone for a while insisting I get a supervisor. I told him I felt sorry for him because he worked for such a badly run company. He said I know and then said hold on let me see what I can do. He came back and someone would call me in 48 hours. No one ever called me. BTW: their fees some months were $300 and I never knew why. This is THEFT. Anyone want to put together a class action? Rule the air is their tag line. close but it should be Rule the customer.
     
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BB Tour Damaged by Ear Sweat
Posted by on
My Tour 9630 was damaged because when using it to speak to a contact on a hot day my ear and face emitted a small amount of sweat that then seeped into the LCD display. Water as they say is not covered by the warranty and therefore damage caused by sweat from my ear is not covered by my warranty. I seriously and maybe stupidly thought that because you need to bring a phone to your ear to use the phone in those cases when you don't have an ear piece, the phone would be replaced. Well...it will not be replaced. What's worse is that BB Customer Service said that if I have a sweat problem that I should use an ear piece. Great advice...and I agree. However, if a phone is damaged during the normal course of its intended use shouldn't it be covered? I didn't go deep see diving off the coast of panama...I used the phone on a hot day.
     
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rockfishing on 2010-09-03:
You can always wipe the sweat off your head before you put it up to your ear. Everyone knows that water and cell phones don't mix. Sweat is salt water that is even worse. They tell you not to use your cell phone in the pouring rain. Verizon is not at fault here. I guess this is the reason you see warnings not to pick up your lawnmower while it is running.
Anonymous on 2010-09-03:
You nailed that one Rockfish.
notsatisfied1769 on 2010-09-03:
I seriously do not use my phone in the water. I brought the phone to my ear to use in the normal course of a phone call. your lawn mower reference only applies if while operating my mover from behind, the blade jumps out of the machine and cuts my hand off. the the mower company says we warned you that the blade could hurt you!!!! I used the phone as it should be used. find me a warning that states specifically that you shouldn't bring the phone to your ear when its hot out.
notsatisfied1769 on 2010-09-03:
and...the phone actually causes sweat because it is a hot device...therefore your remedy of wiping my face before I use the phone is not only not practical...IT DOESN'T WORK!!!
MRM on 2010-09-03:
Have you tried screen protectors?
Anonymous on 2010-09-03:
These phones are cheaply made in China. I always find it ridiculous the amount of money they charge you for these phones. Luckily I have an insurance plan on my phone. 5 bucks a month covers ANYTHING. Even if I lose the phone. I just have to pay a 50 dollar deductible.
leet60 on 2010-09-03:
The indicator is a "moisture" exposure indicator - literally a tiny piece of "litmus" paper that can change color with any exposure to moisture - It can happen simply being in a humid evironment. IMO it is a huge moneymaker for the mobile phone carriers, as it is sensitive to the point that a hot steamy day will cause it to change color - the odds are in the mobile company's favor that you are still in contract and can only replace it for full price or pay a contract termination fee to move to another carrier.
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Verizon Will Ruin Your Credit And Customer Service Is Horrific!
Posted by on
MARYLAND -- CUSTOMER SERVICE REPS LIE ARE RUDE AND CAUSE FURTHER FRUSTRATION

WARNING: IF YOU EVER HAVE A BILLING PROBLEM THEY WILL RUIN YOUR CREDIT AND NOT RECTIFY IT EVEN WHEN IT IS THEIR MISTAKE.

The customer service reps lie to you to get you off the phone. And have you call another Verizon dept with even crappier people who just add to your frustration. I have been a Verizon customer since they started in Maryland. NEVER paying LATE. EVER. Except when I cancelled the landline. They never sent me a final bill until I received a collection notice. I paid it right away and called Verizon to ensure it did not get on my credit. They said it would not. LIED. It did get on the credit report and dropped my credit score 100 points. For an F-ING $60 paid 2 months late. I called Verizon to have it removed from credit report. First off the ignorant, rude representative named Inez said “ I doubt they’ll take it off the report once it’s on there” in a foul attitude.

I explained about the credit score, how I was an ontime paying customer forever, the past 20 years. I was calling for my husband and I had to give her the exact amount of the last payment to verify security. I was unable to at the time. After all that she said she could not help me anyway I had to call collections and have the security information with me when I called. I called collections 5 minutes later when I found the amount. The next Rep in collections Cecilia was even more foul then Inez.

She said “The customer service representative just told you we could not talk to you about this account”. This is what she wrote on my account, that she told me they could not discuss my husband’s account. Inez LIED AGAIN. I kept trying to tell her this was not what Inez told me, that she told me to have the information when calling collections. But Cecelia kept stressing the conversation by cutting me off and kept repeating Mam, Mam. Pointless. I ended up just hanging up on her in frustration. She couldn't care less that the previous person flat out lied to me. God only know what she wrote in my transaction with her. That’s another thing, you don’t know what comments they are putting on your account.

They lie about the conversation on your account.
To get anywhere with this I had to call the credit reporting agency and they filed a dispute. Gladly this representative was polite, correct and informative. The Better Business Bureau will get this report next. This is horrible and so frustrating. These customer service people just take so much joy in slamming the door in your face. Right off the beginning, both were just abrupt, rude and abrasive. They are like Comcast used to be when they were a monopoly. Well Verizon is not a monopoly and I am shopping for a new internet service provider. The problem is that my $30 DSL line a month will not put a dent in their pocket. They will not miss me and they will continue to sabotage their customers because I am just a grain of sand to them. This will happen to you to !!!
     
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Obsfucation on 2010-09-03:
Credit reporting is very cut and dry. You paid sixty days late, and that's what they reported. They don't have much latitude in changing that. What you can do is contact the reporting agencies, and have them note the entry that it was caused when you did not receive a bill. That one item alone would not cause 100 point drop, so check for other inaccuracies.
tim on 2012-01-27:
it happened to me
AK on 2012-05-03:
I have similar experience. Reps I spoke to, they are one worse than the other. They have union behind them. Cecillia is a piece of work, she talk down to you and blame you their billing problem. I complaint with BBB. 2 weeks kater someone from Verizon called. She was more professional. My credit report was update accordingly.
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