Verizon Complaint - Customer Service/ Tech Support
BROOKLYN, NEW YORK -- My father ordered Verizon DSL online. Couple of days later he received modem and was trying to install it with no succsess. He called verison tech support to report a problem and CSR was able to get his internet started. My father had to leave and when he came back internet was not working again. He called the company again and was scheduled for tech. Visit for February, 1 2008.
On January 24, my brother came to visit our father and called verison again to review problem and csr( her emploee id we have) scheduled my father for a tech. Visit for a very next day January 25.
My father spent all day in his house and no one never came. I called that evening to report no show and was informed that my father never been scheduled for a visit exept for February 1. Superviser anne was able to provide me with phone # for escalating problems with special code for our problem. Noone never apologized. I left my cell # to call me if my father could be schedule earlier. Noone called the whole week.
On January 31, I called Verizon tech. Support to confirm appontment and was told by CSR kith that there is no scheduled visits for my father at all. I called escalation problems dept. # To be transfered to superviser. Supervisor grace confirmed appontment for tomorrow February 1 and gave me order # confirmation.
February 1, day of the appontment, I called Verizon tech. Support customer service at 12 p.M. To confirm apptnt again. And was told by CSR beth that there is no apptnt. Scheduled for today due to billing issue. All my question about nature of billing isssues he could not answer, even after I pointed out that there is no any billing issues at all. I was transfered to superviser again. Superviser paul confirmed vist for today( we have emploee id of supervisor paul). On my question why csr's cannot confirm appontment, he could not answer.
February 1, 6.15 P.M I called Verizon tech. Support customer service again, because no one came and we never received any calls from company. CSR phillip told me that he sees that my father is scheduled for a visit for today, but cannot tell me if somoone comming or not- his customer service department does not take care of this kind of problems - they just send tech. Support out, but are not responsible for missed apptnt. He advised to transfer me to billing dept. I was put on hold and soon disconnected. Noone called me back, even though scr phillip took my cell # in case we would get disconnected. I called again and asked another scr to be transfered to philip, because I just spoke with him. Csr replied that they do not practice transfering calls from CSR to csr. I asked to be transfered to superviser. After a while, superviser sam came on the phone, she explained that they cannot confirm any visits because only billing dept. Can tell me if anybody comming or not, bit billing dept. Closed at 6 p.M. On my question, why CSR phillip was transfering me to billing dept. After 6 p.M. Superviser sam could not answer. She offered me to call billing dept. On Monday, February 4 to make another apptnt. I asked superviser why company does not call clients if they cannot keep apptnts and why I have to call to make a new apptnt, instead of company calling customer to make new apptnt and she could not answer any of my questions.
I called customer service billing dept. On Monday, February 4 to cancell all services.
P.S. I never received any appology for terrible service, even cancelling service I did not get just simple sorry.
My father received bill on February 4 and called to reconcille his biiling statement and was advised better to pay full monthly amount and then wait for rebate.