Verizon Complaint - Poor Service / No service
NEW YORK, NEW YORK -- Peter Dahl
Summer: 509 Woodlawn
Harrison, ID 83833
I would like to complain about the service that Verizon has provided me. Verizon is the only landline provider in Harrison. We are summer residents (4+ months) so we place our phone on vacation hold for the rest of the year.
Two years ago, we signed up for Verizon’s Freedom Value Package (unlimited local and long distance, and high speed internet access). This involved paying for and installing a modem and various other items. This service worked fine for the summer of 2008 and after calling Verizon in May 2009 and having the service restored, it worked fine for the summer of 2009.
When we called two weeks ago to have the service restored, we were told that that there were no lines available for our area for DSL internet service. We were asked to get unlimited dial-up phone service temporarily, and we would be placed on a waiting list for an internet line. I called the next week – still no line available. On June 1, I called again and talked to Jim in Sales. He said that he could sign me up for a package deal like the original (for $ 65.99 + taxes, etc per month) and after a long data-entering process he said that we should have the DSL internet service the next day.
There was no DSL service the next day, so I called various Verizon phone #s, starting with the DSL #, and got transferred to Billing, Sales, Dial-UP, Tech Support, etc. Each time no one could determine whether any pending high speed internet order had been placed and who to talk to if it had been placed. I started on the phone at 8 am, and was on almost continuously until 12 noon. Often it took 15-30 min waiting time to reach the place that I was transferred to by one of your agents. Finally I went back to Sales and that person’s computer was down, but after explaining my situation for the umpteenth time, she said that she would call me back as soon as the computer was working. She never did call me back. At 3 pm, I tried DSL all over again, who transferred me to Sales. This time the person said that there could be no pending order because there were no lines available in our area of Idaho! I spent all that time for nothing!
It is obvious to us that Verizon Northwest does not care enough about its customers to invest in the infrastructure to provide high speed internet service to our area in Idaho.
Now we have to find another DSL provider, which means buying new equipment and having it installed – a great inconvenience and a lot of expense. On top of that, Verizon’s on-line help is terrible. Jim in Sales should be boiled in oil! The rest of the bunch were awful. I was transferred to Sales in Penn/Delaware once. One person thought ID was Indiana!
Too bad that we cannot cancel all our Verizon phone services – we will have to retain local.