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02/10/11 | 22:04PM
After 34 Days, Verizon still can't install my residential service!

Here's a copy of the email I sent to Verizon:

To Whom It May Concern at Verizon:

Today is the 10th of February, 2010. It is 34 days into a customer service problem that you have demonstrated the inability to correct.

I’m writing this letter to you to express my deepest disgust for your lack of customer service and your inability to install our service at our new address after a residential move. In all my years as a cable customer, I have never seen nor heard of such a ridiculous way to treat a customer.

You have personally proven to me that you care nothing for your customers and that you are incapable of correcting your mistakes.

Here is a snapshot of our experience thus far:

We are customers that have purchased home cable, internet, and telephone service.

January 8th, 2011 – We moved out of our previous address, 650 Griffin St., Lantana, TX, 76226. Around the 9th we called Verizon customer service to see about disconnecting service, but we were told we could put the account on “vacation” until we moved into our new place, which wasn’t going to be ready until the 15th.

January 14th, 2011 – We called Verizon to start the process of having our service switched over to our new address; 3505 Hudsonwood Dr. Apt. 10105, Denton, TX, 76208. After being on hold and speaking with a third party for a long period of time, we were given a connection date of 1-24-11. At that time I explained to Joe at the Southlake, Texas store that we own our own business as internet marketing consultants and that we needed service as soon as possible so we could continue working and bringing in our only source of income. Joe said that he would try to get our order expedited, if possible.

January 24th, 2011 – Dispatch did not send anyone to our address to connect service. At this point, we were in danger of losing clients and waiting for you began to cost us money!

January 25th, 2011 – We called Joe at Verizon again to explain that we did not receive service. He explained that our order never showed up and had dropped out of the system. He was very apologetic and again placed us on hold. With the help of another third party representative, we discovered that the previous tenants were the reason for the inconvenience because they left without paying their bill and took the equipment with them. Joe worked diligently trying to get the previous service cleared so that our order for service could go through. We had to get the management team at our apartment complex to send a copy of our lease agreement. We had used a lot of our cell phone minutes being placed on hold and speaking with representatives to try to get our order placed; therefore, on January 26th our minutes ran out and we were without cell phone service until the 29th, which was yet another inconvenience. We rarely ever use up our monthly cell phone minute allotment, but being on hold with you for excessive amounts of time, burned up our monthly allotment. Once again, you have cost us more money!

January 30th, 2011 – Once again with the help of a third party, we were finally able to get our order to go through and the service connection date was scheduled for Tuesday, February 1st. Meanwhile, we were incapable of completing the work for existing clients and losing other clients daily. Again, this business is our only source of income, so for each day that passes without an internet connection we cannot do our job and earn a living. We are a family of six; my husband and I and our four children with 2 special needs children. Without our income, we cannot support our family. By this time, we lost a real estate firm in Tennessee that we previously provided service to. They have several agents they bought from us regularly. The value of this client to my business is approximately $5,000. Not having the capability to serve them when they needed it, not only pissed them off, but they left me for another service provider. My hands were tied waiting for you to install our service. Once again, you have cost us more money!

February 1st, 2011 – The snow storm hit in the Denton, Texas area, so dispatch did not send anyone to connect service. We did not receive a call from dispatch to reschedule the appointment. We called Joe to find out when we could expect service. He called dispatch and found out that they had the wrong number phone number for us. Given the amount of calls we had received from Joe & Dean at the Southlake, Texas customer service center, how possibly could they not have the correct phone number to reach us? The next date was scheduled for Thursday, February 3rd.

February 3rd, 2011 – Once again dispatch did not send anyone or call us to reschedule an appointment. We called and spoke with Dean (assistant manager) at the Southlake store. Dean called dispatch and found out that due to the weather, they were canceling all of their new installs for the week. At this point we had lost our patience and when my husband mentioned finding another company, Dean (assistant manager) abruptly ended the conversation by hanging up on him.

February 4th, 2011 – After the frustration of discovering that we are incapable of receiving the services we need from another company, we called the Southlake, Texas store once again and spoke with Dean (the head manager). Dean explained that dispatch was being called in to deal with orders for interrupted services and everything else was on hold due to inclement weather. He was very apologetic but did not know when we would be able to get service.

February 7th, 2011 – We called and spoke with Dean (assistant manager). He called dispatch again. Dispatch said they had tried several times to call us and reschedule but they had the wrong number and the individual they were calling told them not to call again. We were having a very difficult time understanding why no one from the Southlake, Texas store gave them the correct number the first time they were told on February 1st that they had the wrong number, or why dispatch did not make a single attempt to ask for the correct number.

The only person who seemed to take a personal interest in our situation was Joe at the Southlake, Texas customer service office. Although he was unsuccessful, he went above and beyond the call of duty to try to help us.

February 10th, 2010 – Your installer, once again, did not show up for a scheduled install!

I am perplexed by your inability to install cable, internet, and television in my home, especially after working with your customer service department as much as we have.

You reek with incompetence!!!

To date, you have managed to cause me to loose a $5,000 customer, been absent and unaccounted for during several install appointments over 34 days, burned up a months worth of cell phone minutes, and tried my patience to the highest degree.

I am at a loss with you and at my whit’s end.

Since you couldn’t show up for this last and final appointment, I want you to CANCEL my order to install your services in my home.

Your inability to help me has forced me to find a BETTER service provider for internet & phone service at http://www.clear.com. Their customer support is by far light years better than yours and I was hooked up within minutes of opening the modem box. As far as television is concerned, I’ll be spending my money with Netflix!


Anonymous - Verizon H8er ID: A9C79D

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02/11/11 | 17:05PM
Lawyer time. Remember Verizon is a public utility anymore they are big bad corporation selling exhorbitantly priced service.

I would go to a lawyer and every local, state and federal agency that regulates utilities AND businesses in general. They should not be making promises they can't keep.

Good Luck

Anonymous - Verizon H8er ID: 2D4974

02/11/11 | 17:08PM
Try to shorten you letter or at least have a well detailed introduction/summary. I'd say something like I had contact with Verizon on the following dates and Verizon promised and/or missed on the following dates.

Good Luck

Anonymous - Verizon H8er ID: 2D4974

02/11/11 | 22:00PM
Said to say, but Verizon has 60 days to provide service without the fist of a PUC coming down on them. Many offices at VZ are working on a skeleton crew cutting corners , but trying to transition to Fios. amazing that PUC's cannot slam them.

Anonymous - Verizon H8er ID: 6AD0B7

02/12/11 | 17:29PM
Do you mean Verizon and/or the utility in question has 60 days to correct a reported problem to the utility commission?

And does 60 days apply to repairs of existing service or getting new service to a customer?

Is this 60 day rule a federal regulation or each state different?

Seems like if it's repairs of existing service the problem should be resolved in less than 60 days. I heard stories of states wanting at least a 24 hour response or dispatch time for repairs of existing service. They don't necessarily have to fix it but there supposed to have tech out to the customer with in 24 hours. I also it can vary or change over the years( which is a political problem because that means the government regulators are bowing to local utility whims and wishes.

Anonymous - Verizon H8er ID: 2D4974

02/28/11 | 0:22AM
Just ask for Ivan, he can get you fixed.Ivan Seidenberg, Chairman and CEO.Verizon Communications Inc.

Try a letter.
Board of Directors
140 West Street, 29th Floor
New York, New York 10007

call, email, web chat, I would not wait more than a few days, than escalate,escalate, escalate, seems your way past that, get names and ask for Managers, Directors. FiOS is a great product, demand what your paying for.


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