I've had Verizon triple play for over three years and am also a loyal wireless customer. At the beginning of last month I notified Verizon that I was moving and would like to downgrade my service to an internet only package for 50/50bps. On August 6 I had a four hour chat conversation clearly describing the situation and the start end dates for the old and new service so as to accommodate the move. I was met with repeated pressure to instead upgrade my service above what I was already paying for triple play despite continued to reiteration that it was not necessary for my new location. I was firm and held my case until I was able to fully convince the tech to schedule a "reinstallation" date for the new service since the downgrade could not be accommodated via traditional move and transfer service. The dates for cutoff and install were August 19 and 21st respectively. I have documentation of this conversation. That evening my service was erroneously cut two weeks early. I spent the entire next day (during my workday) on the phone with customer service only to hear that "I asked to end service immediately and that in order to turn it back on I had to reinstall" which took another 24 hours. I was not compensated for the down time. Again, on August 19 I called to confirm the reinstall date on the 21st. The tech arrived on time but determined that he could not install that day without a waterproof box which Verizon refused to provide. He suggested that I order it on Amazon and pushed me to reschedule the install for a future date. We had to push that date out another week because Verizon does not accommodate my availability (I have a traditional 9-5 and a side job so I cannot be at my home during the day. They refused to compromise). The tech provided me his phone number and promised to be working the date of my next visit. On the date of the second install (Aug 26) I received a notification that the estimated window window would be delayed to the end of the predetermined shift of 3-7 pm. At 4:45 pm I received a call that the tech was on the way. He did not reach me but left a voicemail stating that he would arrive within 15 mins. He did not leave a call back number. At 5:30 the tech still had not arrived. I attempted to call the number he left me but it directed straight to voicemail. I called Verizon customer service and waited on hold for another 30 mins. I was assured that the tech had "checked in" at 5:15 and was likely working on "pre visit duties" which were not explained to me. I reiterated to the rep that I had time constraints and could not wait much past 7 pm. I was again assured that the tech would arrive very soon. At 6:30 the tech still had not arrived. I called back again and sat on hold. During this time I check my Verizon app and noticed that the appointment had been delayed again. Once I reached the customer service rep she identified that she also could not reach the tech to determine where he was. However, she indicated that he had attempted to enter at 5:49 and did not find me home (despite my firm and clear reiteration that I had been there the entire time). I stated that this was false and inquired as to why she was lying to me. At this point the customer service rep became extremely accusatory and unprofessional. She demoralized my stand point and raised her voice in an unapologetic manor despite my exasperating frustration at the winter ordeal. I asked again for Verizon to compensate me with retribution for the time and money lost waiting over a month for this installation. I asked if the 90$ mandatory installation fee could be waived or if I would be able to revive a month's worth of service or additional wireless data to carry me over in return for the extensive trouble I've gone through. She continued to tell me that was not possible or necessary. I still do not understand what happened during this delivery and why the tech reported that he "checked in" when he in fact did not. Including the series of problems leading up to this incident I do not have an outlet for recourse. The next available appointment is not for another week at which point I will have been without internet for over a month and a half. Each time I've called customer service I've been met with another layer of problems. Please direct me to the proper help line and an individual with authority and ability to rectify this.
↧