Seventh Level of Hell
Written: Sep 03 '08
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Pros: Each person I dealt with at Verizon seemed sincere, but they are trapped.
Cons: A horrendous customer service phone system.
The Bottom Line: Horrendous service on every front.
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| readwrite222's Full Review: General Reviews of Verizon Customer Service |
I have had to spend over a month on the phone with Verizon. I wish I could tell you all the things that have gone wrong, all the different ways they screwed up my order, and the dozens (!) of different phone reps I have had to talk to, but I honestly can't. First, I ordered the service online and after filling all the information out, was told that the order could not be completed online and I had to phone them. So, I called them, went through the whole process on the phone to order the various services. They said it was done, but I had a question about something, and they transferred me, and that rep said that the order was not online and we had to do it all over again! All seemed okay, until I sat at home all day waiting for them to show up to install and they never show. I call in and find out that the order has been cancelled (without calling me!) because there are multiple orders in their system!!!! It took hours to reschedule and clear up the multiple orders because every rep I talked to would say they had solved the problem and then I would get an automated call announcing an install date that revealed that they still had multiple orders. Finally, I got through to someone on the FIOS Elite team and he promised me it was solved at the highest level and offered me some free services. I asked him for his name and number because every time I called in, I got another rep to whom I had to explain everything and who ALWAYS acted like I was crazy when I said all the problems I had been going through. However, when the very next day I got an automated call announcing another install date, I could not call the rep back, the phone number went to billing and despite many transfers, no one could ever find him. THEN, I got the bill and it was not even remotely related to what I had ordered, but was about four times as expensive. This is by a factor of ten the worst experience I have ever had with any company anywhere. Most of the problems could be solved if Verizon allowed you to talk to the same rep, but they don't. So you have to reexplain everything and every solution they come up with just makes things worse.
Recommended:
No
Amount Paid (US$): 200
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Epinions.com ID:
readwrite222
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Reviews written: 1
Trusted by: 0 members
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