I should really just rename this blog to “complaining about Verizon” and while I hate to do it, I’m writing another rant. To recap: getting Verizon FiOS installed was a two week ordeal- I actually had to convince Verizon that I could, indeed, have their service, then getting it installed was a mess. Then, in the year or so since then, whenever someone else in my building gets FiOS, my internet gets disconnected. So I have to take a day off from work every time someone else gets FiOS so they can screw around and fix mine. The last time this happened my internet speeds dropped. When I first signed up for FiOS they could only promise my 10 Mbps downstream, and 2 upstream (or “10/2″). I was used to 5/1 on Time Warner so that was still an improvement. BUT, speed tests showed I was getting 13/5! That’s awesome!
But, since the last repair visit in February my speeds have been 5/2. Not cool. So last Sunday I spend 4 hours with tech support trying to fix it, with no luck. They have to send someone out. I decide to “put my foot down” that I’m not going to take off more time from work for this. So they do offer weekend appointments. Trouble was I had a busy weekend coming up. Saturday I was busy all day with work and a volunteer shift at the Ronald McDonald House. Sunday I was meeting my uncle to do some work on my fiancee’s car at noon. So I ask for Sunday, first thing in the AM. They tell me dispatch is closed so they can’t promise a specific time, but I’m on for Sunday and if I call back during the week they can pin down a time. I ask for the number for dispatch and they explain they can’t give me it. So how do I contact them? Call tech support, and tech support will contact dispatch. That seems efficient. Nothing could possibly go wrong.
Note: I intentionally used chat so that there was a written record of what I was promised. This becomes important.
I get a phone call Tuesday at like 7:45am from Verizon asking if they could stop by now. Um, no, I have to go to work.
I had a busy week and didn’t get to contact tech support until Friday. I chat with them, explain everything, and they tell me they don’t have a morning appointment for me. BUT, they could have the guy be there at 5PM. Well, actually, that works. I should be done by then! Great!
Saturday while at the Ronald McDonald House I saw I had a missed call and voicemail. It was Verizon saying they were at my apartment and I wasn’t. Well, yeah, because my appointment was on Sunday. I called the 1-800 number quickly and they explained they were probably just trying to get a jump start on Sunday, but I’m still set for Sunday at 5PM. Whew!
Saturday night I get an email stating my appointment was for MONDAY before 5PM. Um, NO. So Sunday first thing I chat again and they guy tells me that it is for Sunday, but it is an all day appointment- any time between 8am and 5pm. I explain that doesn’t work, and he reiterates that it is an all day appointment. I get that, I really do, but that wasn’t what I agreed to. I ask him to go look at the past chat logs and show me where I agreed to an all day appointment. He comes back and says I agreed to a Sunday at 5PM. Yup! He assures me I have nothing to worry about.
All day I’m waiting for a phone call from Verizon telling me they’re at my apartment. But nothing. I get home at 4:30pm and start waiting. By 7pm I’m getting nervous, but decide to wait until 8pm before calling. At 7:30pm I get an email again saying my appointment is for Monday before 5pm. I’m livid. I call up and again explain my situation, and have them pull up the chat logs. The first guy must have realized the issue and gets me a supervisor, named Erin. Erin was awesome, by the way. Best person I’ve interacted with at Verizon in a long time. She apologizes, and genuinely seemed confused why I was told those things. She sees that I was promised Sunday at 5PM, multiple times, but whoever it was put me in for Saturday, and then Monday. Unfortunately, there was nothing she could do now, and schedules me a visit for Wednesday AM, with a note for the tech to come as soon as possible in the AM so I miss as little of work as possible. She also spends some time with me trying to fix it remotely, which I really appreciate. She trusted me that I might be able to do some trouble shooting on my own besides “try restarting your computer”. She also called Billing on my behalf to get me a credit, but the best she could get me was $13. I appreciate her effort because it is out of her control.
That said, I’m about to call and leave a message with Verizon escalations. They need to stop wasting my time. I spent three hours sitting around doing nothing. I could have replaced the brakes on my car, instead I waited on that project because I had to be home for Verizon. I could have done my food shopping for the week. I could have been in the lab catching up on work. Instead I sat around waiting for Verizon, and despite my best efforts will have to take off time from work for them to come fix it. I mean, I sat around for three hours, and my internet still isn’t fixed! I get paid $32 an hour at my real job and charge $25 when I’m doing contract work, I think I need to get reimbursed for that time.
UPDATE: A nice lady from escalations finally called me back and offered me a nice credit. I’m still waiting for the tech to come out and fix my internet though. I will say this: when you get past the front line call center people Verizon is actually helpful. And when it works, their service is awesome. Can’t win them all I guess?
MORE UPDATE: Tech finally showed up, shockingly, it wasn’t my computer, router, modem, or ONT. It was something they had to provision remotely. LIKE I TOLD THEM. I kept saying “is there ANYTHING else you can do remotely?” Nope, needs a tech visit. Tech gets here and has to call someone to fix it remotely. ::sigh:: Anyways, they set me to get 10/2 now (no 13/5 like I used to get, oh well) and get this: the WHOLE BUILDING was set for this speed. So everyone was paying for slow internet since February, and now they’ll all get a speed boost. You’re all welcome. Meanwhile, it looks like Verizon’s Twitter support is getting angry:
On Sunday I tweet at them and get:
@AlbanyNick Is there something we can help with? ^FM
@VerizonSupport Yes, for starters reimburse me for the time I’ve wasted sitting at home waiting for tech support. 3 hours at $32 an hour.
So today, Tuesday:
Still no answer from @VerizonSupport but a lady at escalations called me back and gave me a nice credit. At least someone there is helpful!
@AlbanyNick Nick, FM from our team reached out to you 3 days ago and you never responded How can I help you ^PC
@VerizonSupport I responded three days ago: https://t.co/bWxYAoR2
@AlbanyNick Yes and that in no way tells me who you are or what your issue is please DM me your info ^PC
I would have sent my name and issue if they asked for that. They asked how they could help!