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This Entry is Rated:
8.5
with 2 votes!


02/25/12 | 7:01AM
Installer Never Shows

, I could not be more dissatisfied with Verizon after today. I had an appointment today (2/24/2012) to meet with a technician to set up an internet connection in my office. The technician was supposed to arrive between the hour’s of12pm and 4pm. I was there from 11:15am to 6:05pm and no technician ever came. I call Verizon at 3:05pm to verify that they were still coming. After 2 hours on the phone, and being transferred 10 times, the Verizon representative told me that the technician was still planning on being there and if I would hold he could tell me what time he would be there. Of course while I was on hold, I was disconnected. I can’t believe this is how a large company operates and conducts business. This is completely unacceptable. Verizon emailed, called, and texted me to notify me that I had an appointment today. I assumed by the excessive notifications that it was important that I made sure I didn’t forget about this appointment. Maybe Verizon should have put the same effort into notifying the tech that they had an appointment to be at too. I know if I were to have missed the appointment Verizon would most likely attempt to bill me or charge me for their tech to come out a second time. In short, Verizon wasted hours of my day to get this done and Verizon completely blew me off.

Anonymous - Verizon H8er ID: 25E328



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Replies
02/26/12 | 1:23AM
As a former verizon technician and manager here is what usually happens when a tech never shows up (or shows up late). First the ONLY appointment that is somewhat guarrantied is the first one of the day when the tech leaves the garage in the morning. Because it's his/her first job they are most likely to arrive fairly close to the time quoted by the customer rep. AFTER the first job it's pot luck. This happens a lot because you never know how long a job will take to complete until you get there. It could take an hour or it could take 4. If the tech gets delayed he/she is supposed to call their manager to inform him/her that he is going to take longer to complete the job and ask that one of the remaining jobs (or more) be moved to another tech.

When this happens the dispatch center should call the customer to inform him/her that the tech is delayed and may not make the scheduled appointment time. Most times this does not happen(make a call to the customer that is).

Think of it like this........you make an appointment with a plumber to replace a sink...sounds routine, right. But when the plumber gets there he finds more work is necessary because of rusted or worn shutoff valves etc so it takes longer than anticipated but he still has other jobs ahead of him and other people waiting. What does he do??? CALLS the other customers to let them know he is running behind........no rocket science involved. BUT with Verizon it's more that rocket science.......plain ignorance....trust me.

Good luck with future verizon issues.

Former Vz manager - Verizon H8er ID: D87778

03/08/12 | 18:22PM
they dont care about their employees or customers....they all only care about production and incentives....bottom line....dump verizon

Anonymous - Verizon H8er ID: FE0777


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