![]() I am dumbfounded that you would say that Verizon "will gladly send a tech." You might "actually send a tech," but I'm certain it won't be "gladly." But given that the unit was defective on the day of installation, Verizon should have been ready and eager to deal with the situation THEN - and not at some later "opportunity window."Īnd let me be perfectly clear: we did NOT treat this shipment as "purely optional," unless by that you mean that we would be without cable service for a week or more waiting for our "appointment window." Because I did NOT "select" this option, and because the unit is clearly defective, I do not see why I should be burdened with the hassle and expense of returning it - at least not without reimbursement for the intrusion on my time/energy. In fact, we unplugged the unit because we were worried about it overheating. While I CAN do that if I have to, she can't and neither of us should have had to, given that the unit turned out to be defective ON THE DAY OF INSTALLATION. You'd have to speak to my wife - who spent HOURS on the telephone trying to get this worked out the next day - but (a) it is not clear that she WAS given any "appointment window" - which you yourself know to be an inconvenience - and (b) my wife COMPLETELY disagrees that she could "easily hook it up herself" - there were several cables in the back that needed to be removed and then put into the new unit. Wouldn't Verizon know exactly who is doing the installation BEFOREHAND? And why would Verizon then make it impossible for the customer to contact the installer with a complaint or a question - within 24 hours of installation?Ģ. ![]() And from my conversation with my wife, it seems abundantly clear that the Verizon customer representative could not even provide a first name for the installer because the paperwork hadn't been filed yet - the day AFTER installation. I also have "privacy purposes" and I feel that they have been entirely ignored. So, I would appreciate knowing exactly what "privacy purposes" the Verizon lawyers have in mind. I don't know what "privacy purposes" Verizon could possible have in mind, but being unable to tell me EXACTLY who has spent hours on my property and in my home strikes me as a serious breach. I would think someone at Verizon would be interested in knowing that.ġ. While I haven't had FIOS long enough to comment on it as a cable product, and while the installer seemed competent and honest to me, everything else about this transation has made an EXTREMELY dissatisfied customer. I would appreciate knowing how to do that. * I cannot believe that Verizon makes it virtually impossible to register a complaint about its service.īut perhaps someone here knows how to deal with Verizon customer service. * I cannot believe Verizon would simply dispatch a new unit and expect the customer to install it WHEN IT WAS CLEAR THAT THE UNIT WAS DEFECTIVE ON THE DAY OF INSTALLATION. * I cannot believe Verizon would license an installer onto a customer's property without being able to identify to the homeowner exactly who that person is. ![]() So, OK, it showed up in a few days and I managed to replace it myself, but now Verizon wants to claim that it's MY responsiblity to box up the old unit, find a UPS store, and return it - when (a) it wasn't MY problem in the first place, (b) I clearly did NOT choose self-installation, and (c) it's both a hassle and expense for me to do anything with the defective unit.īut I cannot find a clear, convenient way to express my frustrations and dissatisfactions with Verizon, either by phone, email, online chat, or otherwise. Instead, Verizon could "only" ship us a new unit and have us re-install it ourselves. When one of us managed to get through to a "live"customer representative, that person neither knew who the installer was nor would dispatch anyone else to deal with the problem - about an installation the day before! When the installer later called for followup, he indicated he couldn't give us his phone number and he couldn't come back out to replace the defective unit. Here's the problem: We recently ordered FIOS cable, but (1) Verizon apparently had no record of who the installer was (the one who spent several hours on my property and inside my house), then (2) it was clear that the installed box was defective (warned it was overheating and wouldn't record). The online "help" is designed to prevent actual interaction. I cannot figure how to file a complaint, either WITH Verizon customer service or ABOUT Verizon customer service.
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