Verizon Fios, Broken Promises And Wasted Time. Verizon cuts my line, comes onto my property, declines to fix it, promises credits and staight out lies. Nationwide

I sent the following letter to Verizon to which I never got a response. I called to address that and was sent to 4 different departments. Verizon never follows through on their promises. I hope somebody sues them for their bullshit. They completely deserve it. Here is my letter:

o Whom It May Concern:

Firstly, I apologize for the length of this email, but it took this long to explain this unfortunate scenario.

I recently decided to get Verizon Fios TV and Internet after visiting your store at Fair Oaks Mall in Fairfax, Va. I went in to purchase a cell phone and one of the sales people sold me on Fios. I bought the cable HD package for 2 TV's as well as internet. The salesperson also told me he would give me a promotional 3 month subscription to HBO and Cinemax. The salesman arranged my installation for the first available installation date, which was July 18th. I left very excited to receive the service, but it all seemed to go down hill from there.

Approximately June 30th, Verizon came to install the Fios line to my house. I did not receive any call to arrange this, so I guess they take it upon themselves to come onto my property to install it. I now have a very prominent dead streak of grass going through my back yard as an indication. When the installation crew came out to install the line they were not careful and not only cut my current cable, internet and telephone line, but my neighbors as well. I came home to find that I had no TV, phone or internet. They also cut the existing phone line, which was not in use, but will have to be replaced if I ever choose to get that service from another provider.

I called Comcast to try to see if they could come out and repair the line and they informed me that the first available date they could come out would be July 6th. This would not work. After spending some time on the phone with them to no avail, I decided to call Verizon. I was connected to an operator named Graham who was apologetic to my situation and said he could help. He said that they would be able to come out and install the service tomorrow and said he had sent a message to the local dispatch office for them to call me the next day and arrange a time to come out. On his assurance that they would install my service the next day, I called Comcast to cancel my service.

Around 2PM the next day I decided that I probably was not going to get that call and called Verizon again. This time I was met with a brick wall. The first gentleman I spoke to was again, very apologetic. He called the local dispatch office and put me on hold for about 15 minutes. When he came back he said that the first available appointment he had was July 7th. I politely told him that that was not acceptable and that it needed to be fixed in the next couple days. He put me on hold again and tried to arrange an earlier date. When he came back he again said that they would not provide him with a date earlier than July 7th. I told him that I would like to speaker to manager. He said he would gladly have his manager speak to me and asked me to hold. 20 minutes later I was still holding waiting to speak to a manager. I told him that I would like it if a manager could call me back when he was available and provided him with my Verizon cell phone number. Again, I was never called back.

So an hour later I called again. After waiting on hold for 10 minutes for a representative, I was eventually put in touch with a woman, who again was very apologetic. I told her the predicament involving Verizon cutting my line and how I was never called back by the manager. I decided I would just stay on hold this time while waiting for the manager, rather than risk not being called back. After holding for about 30 minutes I was disconnected by the representative. Needless to say I was getting frustrated by this point.

I called once again and held for a representative. Once I got someone, I told them that this is the third time calling and that if I am disconnected that I expect a call back. I told him that I have been trying to talk to a manager for 3 hours and want to talk to one immediately. After 15 minutes of holding I was connected with a manager. He was very unpleasant and said that he could not override what the dispatch office said was their first available date. I told him that this was unacceptable and that Verizon is responsible for my service outage so they need to resolve it. He said that there was nothing he could and I would have to wait for the 7th. This manager said that he would wave my first months bill for the issues and time spent trying to resolve it.

I then decided to call the store where I signed up for my service and talked to a manager there about what could be done. He was very apologetic and said that he really can't do anything from the store level and that he would have the same result if he called on my behalf. I was then told that I should call the elite team and that they could possibly arrange the repair I was promised.

So once again I called your customer service line. This time I was connected to a gentleman who was very straightforward with me and told me that the elite team did not have any ability to override anybody and that they are responsible for account management, or something like that. I asked to speak to someone anyway on the hopes that they could help me. I was connected with someone who was playing rap music loudly at their desk. She told me that she would not be able to help me.

At this point I gave up. I had spent a total of approximately, 4 hours on the phone and was very frustrated.

About an hour later, I received a call on my cell phone from the local dispatch office saying that they had been informed that they cut my Comcast line and they would like to come and install my services. I told him that tomorrow would be great and he confirmed all my information.

I was very happy to have it resolved, but cannot figure out why it was so difficult. I had spent hours on the phone trying to get this resolved and was flat out told NO. This should have been the initial response from Verizon and I should not have spent that much time or energy. Since my house phone was not working I was forced to use my cell phone to make these calls. I used up a lot of my peak usage minutes doing this too. I estimate I used almost 200 minutes of my 450 allowance.

My service was installed as indicated and was done quickly. Unfortunately though, I did not have the promotional package that I was told I would have at the store. I was given a number to call by the installer to tell them I did not have it. I called the number and was connected to someone who apologized and said she would activate it. She said she could not activate it for some reason, but would write down my information and would have it resolved the next day. I checked HBO and Cinemax repeatedly but it never came on. I called back the next day and someone else said they had no record of me calling. This person said they would activate it and I was given a confirmation number this time. Again I continued to check and nothing!... I called back the following day and talked to another representative, who again had no record of me calling!!! Which I don't know how it's possible given that I had a confirmation number. She activated it and this time it worked.

All in all, this is by far the worst experience I have had with any company's customer service. I still have not received any sort of credit for the first months bill (per the last rep I talked to) and have wasted a lot of my cell phone minutes trying to resolve it. I was very excited to receive Fios, but did not expect all this. I would still like to be compensated on my bill for the time I spent trying to resolve Verizons error. I would also like to have my minutes used trying to resolve this credited back to my cellular account. I do not feel that I should have to front the cost to contact you, since you disconnected my home line.

If you would like to contact me my information is provided below.

Thank you,

Shane
manassas, Virginia
U.S.A.

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