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- Oct 11, 2006
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I could use some advice on how to deal with a Verizon (for my landline issues). Not about actually repairing it, but how to get satisfaction and talk to live people...
1. On June 6th, the police showed up at our door, saying they got a 911 call. We didn't place it. We checked the phone, and found it was crackling. They said, when they called back, they got a busy signal. It's being doing this ever since, and we can't call in nor out. We haven't been able to use our home phone since 6/6/12.
2. On 6/7, I called for repairs. To make a long story short, they determined that the lines had to be dug up for repairs, etc. Tech told me to call him; I tried over the next 3 days--got a message that his inbox was full. Gave up on him.
3. Two weeks later, after hearing nothing, thought I'd put in another service request, as every time I do that, a tech calls me back immediately--I was so desperate to get ahold of a real person. He called me, and told me to cancel the work order, and (again) was told it was "sent to the digging crew".
4. A few days later, in order to get a real person, I called the complaint # in the phone book. The woman said it would take 30--60 days (yes, 30-60) for the digging crew to come out. This is why I waited so long to take the next step:
5. On Monday, I called Billing, as I don't think I should pay for the time from 6/6-present for the landline bill. I was told that I had made calls then. No, I DID NOT--it was impossible. There are a string of 411 (directory assistance calls) at $1.50 each--and all to find the same phone #. She said she could only give me a partial refund until a tech contacted them about the problem. She put me onto a tech. He seemed puzzled as to why I was talking to him. Wanted me to set up yet another appointment to have someone come inside my house (which meant a day off). He then went to the main box in the development, and determined that the lines needed to be dug up. He said he'd sent a ticket to the digging crew to dig...here we go AGAIN...then he remembered my phone #, and checked the service record: the digging crew had been instructed to come out on 6/8, but never bothered. He told me, if they don't come out within this week, to call them and yell at them. I guess it's time to yell at them, as it's Friday, and I've heard nothing (they are supposed to call my cell phone/email me).
6. Meanwhile, my Verizon bill is due on the 26th. I refuse to pay the landline bill from June 6-present. If I wait for a tech to dig then call Billing, it will be late. The woman in billing wasn't exactly friendly, never mind helpful.
7. I tried calling the last tech at the # he called me from, only to get a message:"Sorry. You can't call this number from your area."
Does anyone have any suggestions on how to get these people to do what they are supposed to do? I'm thinking about contacting the County Dept. of Consumer Affairs, which I've done with other places, successfully, and/or the Better Business Bureau.
And I see that a Verizon ad is displayed next to my post. Lovely.
1. On June 6th, the police showed up at our door, saying they got a 911 call. We didn't place it. We checked the phone, and found it was crackling. They said, when they called back, they got a busy signal. It's being doing this ever since, and we can't call in nor out. We haven't been able to use our home phone since 6/6/12.
2. On 6/7, I called for repairs. To make a long story short, they determined that the lines had to be dug up for repairs, etc. Tech told me to call him; I tried over the next 3 days--got a message that his inbox was full. Gave up on him.
3. Two weeks later, after hearing nothing, thought I'd put in another service request, as every time I do that, a tech calls me back immediately--I was so desperate to get ahold of a real person. He called me, and told me to cancel the work order, and (again) was told it was "sent to the digging crew".
4. A few days later, in order to get a real person, I called the complaint # in the phone book. The woman said it would take 30--60 days (yes, 30-60) for the digging crew to come out. This is why I waited so long to take the next step:
5. On Monday, I called Billing, as I don't think I should pay for the time from 6/6-present for the landline bill. I was told that I had made calls then. No, I DID NOT--it was impossible. There are a string of 411 (directory assistance calls) at $1.50 each--and all to find the same phone #. She said she could only give me a partial refund until a tech contacted them about the problem. She put me onto a tech. He seemed puzzled as to why I was talking to him. Wanted me to set up yet another appointment to have someone come inside my house (which meant a day off). He then went to the main box in the development, and determined that the lines needed to be dug up. He said he'd sent a ticket to the digging crew to dig...here we go AGAIN...then he remembered my phone #, and checked the service record: the digging crew had been instructed to come out on 6/8, but never bothered. He told me, if they don't come out within this week, to call them and yell at them. I guess it's time to yell at them, as it's Friday, and I've heard nothing (they are supposed to call my cell phone/email me).
6. Meanwhile, my Verizon bill is due on the 26th. I refuse to pay the landline bill from June 6-present. If I wait for a tech to dig then call Billing, it will be late. The woman in billing wasn't exactly friendly, never mind helpful.
7. I tried calling the last tech at the # he called me from, only to get a message:"Sorry. You can't call this number from your area."
Does anyone have any suggestions on how to get these people to do what they are supposed to do? I'm thinking about contacting the County Dept. of Consumer Affairs, which I've done with other places, successfully, and/or the Better Business Bureau.
And I see that a Verizon ad is displayed next to my post. Lovely.