Verizon Complaint - My worst experience ever with corporate America
CHERRY HILL, NEW JERSEY -- When I purchased my home 3 years ago I attempted to have a land line and DSL installed, but no matter what Verizon phone number I called, I was asked for a phone number, which I didn't have. I was disconnected or directed to the internet, where I encountered the same problem. No matter what phone number I gave them, it wasn't good enough to be connected to a human being.
Last month I attempted again to get a land line and DSL from Verizon via the internet. I was one click away from ordering the service and a chat operator appeared on the screen. I asked how the installer would be able to install a phone jack without needing access to my home. The response was "Do it Yourself". So I closed the browser and never placed the order.
Then a week or so ago I got a letter in the mail making a better offer than the previous one and actually giving me a phone number to call in order to talk to a human being. She seemed quite knowledgeable, very nice, and she accurately repeated the order to me and sent a confirmation by email.
I was to get telephone and DSL service (from. 5 to 1mbps) and I was to pay an additional $95 to have a technician come to my home and install a jack and test the service.
What happened was, the technician called and told me the order did not allow him to come into the house or install a jack. He said that since the phone was working, he didn't need to test anything.
After receiving 2 emails and 2 robotic phone calls telling me that my phone and DSL were working, I attempted to connect to the internet only to discover it was NOT working.
When I called technical support I was greeted by an endless maze of robotic questions and answers. When I eventually was connect to a human that could barely speak English with a thick Indian accent, I was asked for an alternate call-back number in case we got disconnected. After tolerating an incompetent technician that was obviously reading from a script and completely computer illiterate, I was told that 1) it was working, 2) it was my wiring, 3) it had not been activated, 4) it was my computer, 5) it was not yet wired at the central office. Before I could ask why I had already been told 4 times that it was working or ask when it would be fixed, I was mysteriously disconnected. 24 hours later I am still waiting for a call back to my alternate number.
When I eventually called back, after the robotic question and answer period, I spoke to a technician in NY that seemed knowledgeable and computer literate, but after performing a series of tests, determined that a technician would need to come to my home...in more than a week. I told her that I had heard so many theories and conflicting stories that I wanted to cancel the order.
She connected me to the billing department and stayed on the line to explain her findings. The billing department first told me that I had not ordered phone service, even though I was calling from the Verizon telephone number. She insisted that my DSL wasn't working because the phone had never been connected. She said that the order was for a dry loop DSL connection, that I never ordered a technician to come to the house, and there was no phone service.
Eventually she had the bright idea to call repair and send a tech to my home right away. After waiting for almost an hour, she came back on the line to report that repair had refused to come out because it was an installation problem. Another chapter in endless finger pointing between Verizon employees and departments.
She offered to have it fixed on the following Monday. I then told her to cancel the order.
The technician that was supposed to install the jack called back to see if everything was OK. I explained the problems and he said that he would come out on Monday, but the only thing he could do would be to test for a dial tone, which was obviously working.
As I write this, Verizon has called twice, but since there is no human being on the line, I don't know what they want.