Phone hook up hell
Written: Jun 28 '04
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Pros: Nothing
Cons: Frequent billing errors that are "your fault" according to them
The Bottom Line: They stink
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| kennethan's Full Review: General Reviews of Verizon Customer Service |
I recently moved into an area that was served by Verizon. I needed a residential hook up for our apartment since we were moving into a complex of about 100 apartments.
I called and Verizon explained there was a $55 set up fee,(this is a garbage fee,) plus the cost of the local line and the other services such as call waiting...etc...
When we got a bill for a technician visit and "line drop" in an apartment building for $130 that was ALREADY set up for phone service with 7 other apartments in that building I was fuming since we were told it would be $55 + the cost of 1st month services.
We knew for a fact that there were tenants in this very apartment 1 month ago and Verizon does not turn off service here. They just transfer it to the new tenants.
We called them back and explained to them that we should not have been billed for a technician visit because we already had phone jacks installed and line service was already put into the apartment building(remember there are 7 other apartments in this 1 building and 15 other buildings in this complex with phone service). After we told the CSR on the phone she put us on hold for a few about 10 minutes. She then proceeded to tell us that she contacted the technician and this technician told her he did visit the apartment and installed a new network card and dropped a line into the apartment.....WHAT?!!! IF this CSR spoke with this so called technician who did the work and said they came out to drop a line then that tech was lying through his teeth and took a long lunch or break on us and billed it as a visit. There was no tech visit and it did not make sense because there was phone service and phone jacks and lines already installed in the ENITRE APARTMENT COMPLEX beforehand. Why? The previous tenants had phone service!!! DUH!!!
Unfortunately, the Verizon rep did not believe me. Even though I told them it did not make sense for them to have a tech come out to a place where phone service was already wired and set up in this apartment building. So they made ME find out who lived there in the past month since they could not figure it out on their million dollar computer billing system. We finally got the names of the people and contaced Verizon again, but for some strange reason they could not find the phone number(they can sure send out bills lightning quick with their million dollar computers but they cannot find a previous user's phone number and account with the same mailing address we are moving into). So Verizon called their "information assistance" and gave them the name of the previous owner in order to find out the previous phone number and account at this address. Nothing found. Then I had a revelation....I FOUND THE PREVIOUS OWNER UNDER THE WHITE PAGES THAT THEY PRINTED OUT....but they cannot find it under their computers....hmmmm go figure. So when we gave them the number of the previous tenants that were listed in their phone book and BING!!! There it was all of a sudden. We finally got credited because we were able to prove that there was service already set up. Needles to say I felt used and lied to by Verizon and their customer service. I had to fight and claw just to prove them wrong and get a credit for their screw up. I wanted to speak to someone in charge but all I got was a lot of lip service and "they do not do that...we credited your account and that was good enough"
Verizon customer service stinks and I will never use their long distance service(I have a dial around long distance service that is great) and I will hang up on any Verizon telemarketers who try to sell me extra services for my phone or internet service for my computer.
The bottom line is....they know they are the only phone service in town for residents so they can get away with lousy service and lying employees because they can and they will because they are the only game in town. My sympathies to anyone who tries to set up service with this company. My experience was awful!
Recommended:
No
Amount Paid (US$): 130
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Epinions.com ID:
kennethan
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Reviews written: 9
Trusted by: 0 members
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