Verizon Phone/Internet Service - They claim 'outstanding' customer service, but need to get a handle on BASIC customer service.
Phone/Internet lines - Complaint
PENN YAN, NEW YORK -- How does one work with Verizon if there's a problem? And, when isn't there a problem?
We went through an awful time trying to get the new lines turned on in our new business location in January. They forgot to put us on the schedule, and we had no service for three days, and no apologies.
After that, I got a substantial bill for the 'free' service of hooking up the lines (which already existed) at the new location, and tried everything to contact a business billing complaint person/department - to no avail. I have emailed, and called and called, and been on hold for what totals hours by now.
After a disconnect notice, I spent nearly thirty minutes on the phone trying to work this out more than ten days ago. I paid the bill portion we agreed with, which I wasn't able to do online - despite all the requests that I go online and pay it. It wouldn't work for a business line. At any rate, I did mail a check, told the woman that it was mailed, and that someone needed to contact me about the balance of the bill, as I disputed it.
They disconnected the lines, even though she assured me they wouldn't, yesterday. I was gone, so had my assistant pay the disputed amount )planning to fight it out later - we can not be without phone service), and we were assured the phones would be back on within four hours. FOUR HOURS. In five minutes, internet was back, and now, at 1:30 today, more than 24 hours later, there is still no phone service.
My cell is dead from being on it with them all day, on hold or listening to them continually assure me that the lines are fine. They won't even try to call the phone number to hear for themselves that it won't work. Finally I requested a different message, and was told that a "line repair in progress" message would play instead.
That was at nine am, and still, it hasn't happened, there has been no technician, and a very busy Friday in the middle of my busy season has been interrupted severly.
And they don't care.
The fourth woman I spoke with hung up on me because I didn't need to talk to her "that way." (I am angry, but never used foul or inappropriate language - I was requesting a technician this morning.)
I will find a way to leave Verizon. They have been three months of hell, and I don't need or deserve it.
Are there any other companies that offer good rates AND customer service?