Let me tell you my story, I will try to keep it brief, but it's been a long road, and I'm upset so I tend to ramble. A few months a go one of my cable boxes broke, it said err4. They guy I talked to was nice and sent me a new one right away, but no return label. I requested a return box several times via their chat support, no dice, so for at least 6 months, I've paid the monthly rental for four boxes when I've only had 3 that are working. Fast forward 3 months, another breaks same err4 message (I get it, they are old, I've had them for YEARS) anyway, I do the chat, say they are sending a new one, no dice, so now for 3 months, I'm paying the monthly rental fee for four boxes when only two are working. Fast forward again, Monday, another one is broken, same old err4 message.
So, on Monday I call. I waited on the phone for 30 minutes to be told theres a long line of callers, but they'll call me back. They did about 30 minutes later. The first woman I spoke to was incredibly rude. Incredibly. She was of no help and transferred me to someone without even saying good bye or indicating I was now being transferred. Anyway, the next person I talked to (after an hour of talking) said she'd send two new boxes and return things for 3 boxes, and I'd have them Tuesday. She told me she'd call me back in an hour to confirm (she never called back, and I waited up until 11:00 pm for her call) I did get an email confirming they'd put an order in for the return boxes.
Tuesday arrives. No boxes.
Wednesday arrives. No boxes. So I call and call and call, talked to several people on Wednesday, explained my frustration. Am assured that a technician will be at my house this evening between the hours of 5-7pm. 7:00 pm comes and goes with NO technician.
I call back. Make several calls, spend more hours on the phone. Am finally transferred to a customer service person, who informs me the best they can do is send new boxes...which will be shipped to me in 7 business days. Now it's Wednesday, rather than Monday, extending the time it would take me to receive them.
I reluctantly agreed because, well I have no other option do I? That's what they tell me, this is my best and only option. Lame, that after being promised I'd already have working equipment on two separate occasions, that I'd now have to wait an additional seven days.
It sucks, but it is what it is. Here's the kicker folks. I get an email confirmation "thanking" me for my order and a breakdown/total of my bill. The amount I'm being charged to replace their broken equipment is insane to me. Never in any world would I expect my bill to increase, because their equipment broke. Never in a million years would I expect to have to pay them more money, after being misled by several employees that already told me this issue was resolved when it wasn't.
The cost increase pushed me over the edge, never in my life have I been treated like this by a company. I asked several employees to speak with a supervisor, and was directly told no, I couldn't speak with a supervisor. I also asked several times to speak to someone about my bill, and information about canceling my account so that I could have all my options, and was directly told no again.
So those of you that know me, know my situation and personality, those that don't (and let's hope some new people are reading this and it catches Verizon's attention) let me break it down for you. I'm a single mom to an amazing 2yo little girl. I work two jobs. I in no way say these things to make you feel bad for me in anyway, but say them so that you recognize how precious and limited my time and finances are. I've wasted hours on the phone, I've kept a poor tired 2yo up passed her bedtime waiting for a technician I was promised would show that never did. The worst, is that I pay money to this company (for four years) and am treated rudely, am misled, charged extra money and provided no answers to my questions.
Since when do companies treat customers in this way? Since when is it ok to blow off people, who give you their hard earned money? What I've learned from this experience is that customer service is gone. Especially in big enterprises such as Verizon. Do I imagine that Comcast would treat me any better? Unclear.
All I know is that, I asked for a refund, of the two weeks, I can't watch tv, of the box rental fees for the boxes that aren't working. I didn't ask for any extra incentives or extra refunds for how rudely I was treated, or for all the time and effort I've spent dealing with this. I was told "once you get the new boxes, call back and let them know what you've been through" I've said several times, why can't you, the person I'm speaking with right now resolve this for me, and I've been told because that's their policy.
I've been told by Verizon to take to social media to see if I can catch someone's attention, so they could change the way they do business. So here I am, on social media, asking that you leave me a comment or share this on your page, to see if we can get Verizon to be able to permit employees to discuss bills, ending contracts, give customers refunds for services not received, asking that we can't get these big companies to treat us a little bit nicer when we call at 7:30pm inquiring as to why a repair man didn't show up during the scheduled time, while we have our babies screaming in the background, and dinner burning on the stove.
If you read this, thanks, if you read part, thanks, if you know someone at fios who would actually read this, from one annoyed consumer to another, thanks!