Verizon Fios

Quite possibly the worst customer service I’ve ever encountered for any product anywhere at any time. I wouldn’t even know where to begin. It would take hours; about how much time I’ve wasted trying to contact Verizon to get it fixed. Six weeks without service and all they do is hang up when you call. No shows on service calls. Terminate service accidentally. Faulty equipment, not once or twice, but three times in a row.

I had an appointment for installation today. I received a confirmation email saying that the technician would arrive between 1−5pm and was told it was expected to take 4 – 6 hours once they arrived. At around 4:30pm I called for an eta. The customer service rep said she would call the the technician to find out and then call be back to let me know. She called me back over an hour later and let me know that my appointment had been canceled by Verizon and they just didn’t call to let me know. She also decided to mention that she took her break in between the time it took her to call me, which is why it took so long for her to get back to me. I asked to speak to the supervisor and after waiting on hold for 20 minutes, the supervisor said that they overbooked appointments and there was nothing she could do. Horrible customer service!!!

April 26, 2015, 3:25 AM Sunday
Lakewood, CA 90 715‑2022
Verizon FIOS
1−800-VERIZON
REGARDING: Exigent Call Internet Down 4÷25÷15 Saturday
Dear Mr. John Betz and Mr. Jared Heyman,
Truly, you are empathetic, sensitive 10+ professionals.
My urgent call regarding internet service was immediately responded too. When I investigated, discovered my kitten behind all the wires and deduced it was probably a loose connection. But, I’m disabled with one blind eye, the other weak. And I had promised a septuagenarian peer who isn’t computer savvy to help with research for a family member in need, and a nurse friend who was extremely busy with work.
You assured me help would be forthcoming. I was so, so relieved. Service is new with Verizon FIOS; from installation to exigent call you are off the chart!
I then prayed some more; and decided to give it another try. I remembered that sometimes if you unplug, wait, and then re-​plug, it works. I did it… VOILA!!! I immediately called back with the good news. You both sounded as happy as I was.
Sometimes the miracle humanity of our universal kith and kin truly is blessed to behold.
Respectfully, MJG
Posted on Unilocal