Verizon Complaint - Nightmare with Verizon
ONTARIO, CALIFORNIA -- First of all, I will start of saying I worked for what is now AT&T (previously Pac Bell, SBC) for 25 years in all aspects of marketing from residence phone centers to Sales and Support Mgr for Platinum and government accounts, so, I know the system and the products and how to treat customers.
My nightmare with Verizon (after 20+ yrs of excellent service with them) started on Jan 19th when I called Verizon in response to a commercial offering a package deal, TV, wireless net access, and telephone, if you converted to FIOS, fiber opic service.
I spoke with someone who probably worked for an outside agency and not Verizon who did not know much about the products or the pricing, quoting me everything from $153 a month to $91 which I finally agreed to making sure she included that info on the order. Installation was one week away.
The next day 2 Mexican guys who don't speak a word of English come to my door and try to tell me they work for Verizon, mostly through sign language, wearing torn dirty Verizon shirts and without any ID at all. There was no van only a beat up car. I refused to allow them access to my home and called Verizon. After getting the run around I was told they were outside contractors. Within a few minutes another Mexican man shows up and claims they were to put in drop line from street to house and they didn't have ID because they didn't have time to make one up for them, although the Verizon tech on the phone claimed they are put through extensive training, which, if true, should allow them plenty of time to get ID's. I still refused to allow them on property and the Mexican man (supervisor, I suppose) got very angry and stormed off, slamming gates on his way out.
To make a very long story short, I spent 7 months trying to get the TV service installed correctly. The DVR's didn't work and the kept trying to send signals instead of replacing them. They messed up my home theater system and none of the techs could get it to work right again. Finally in June, someone did it correctly. They turned me off for non payment while a claim was on the account and when they turned it back on, one of my TV's lost half of it's picture (fiber optic is an electrically backed up system so a surge could have done this). They refused to accept responsibility claiming a small dent in the cabinet which had been there since I bought it 2 years prior was the cause.
They overcharged me for everything billing me $160 a month even thought the order shows I was quoted $91. I went to the PUC who transferred me to their corp relations office and those people just referred me back to the same people in offices who didn't return calls to begin with. the corp relations people never followed up to see if anything was resolved. Not once did I get a sympathetic person, only rudeness because by now I was an irate customer, never cursing, but clearly upset.
I just had to call their premium tech support (which I pay for)today and after being on hold an hour I got someone named Jason who was rude and said they are no longer offering the type of service I had been getting for over a year, and guess what, they raised the price from $10 a month to $15 without notification. He told me to check my contract...which there never was one, they sign you up over the phone..and to call an attorney about the terms and conditions.
I was promised a new 19" TV for signing up, but they ran out of them, but then I was told I wasn't to get one anyway because the speed on the order was wrong, which I didn't have control over. I finally in June got a $200 credit to buy a 19" LCD TV, which is impossible to find at that price.
I give up and am canceling all my services with Verizon until they clean up their act. They need to do better training and stop using outside vendors who don't know anything about their products, prices, or how things work.
I suggest you never use them if possible..go to Voice over IP service such as Vonage or even T Mobile is offering it now.