OK. I am a happy Verizon FIOS Internet customer - recently their TV service became available in my area, so I set up a date to have it installed (9/15/08, yesterday). I had my friend, who had the day off, come by and keep an eye on my apartment and let the guys in to install the service. I also told the super to keep an eye out.
I spoke to Verizon and they said that this setup (me not home, but my friend/the super being around to take care of it) was no problem.
I called Verizon twice during the day, and my friend numerous times (I had a busy day at work yesterday go to finance.yahoo.com to see why). I did not get any updates. Finally at 4 PM I called Verizon and they said that nobody was home when they came. What they did was call the # I gave them... what that was, was my cell # which they transcribed incorrectly (inverted two numbers). They never rang my bell, never did anything but call my cell phone.... which if they had correct I would have take care of the situation (i.e. have my friend go outside and let them in).
Wonderful.
So I speak to them and calmly explain the situation - which they tell me the next available date is November 3... I say that's unacceptable, blah blah blah. They say I will get a call by noon today.
Noon comes and goes, so I excuse myself and give them a call. I jump through about 5 or 6 hoops, the first support person i spoke to was really friendly, and finally get to a manager. She is pretty nasty with me saying that they cannot issue any over-rides and the next available is November 3... they can't do any over-rides because they already overbooked installations. She says they couldn't over-ride an installation because of a faxed doctor's note.
I nicely say that that's all good and well, but Verizon screwed up, made the mess, so Verizon should clean it up. I only want it installed on a Saturday (I want to be there and I can't take any more days off this year.) I said this or next Saturday would mitigate the situation and I'd be fine with that.
She says she will call me back by 5 PM and when I try to confirm that she has the right number (remember what happened yesterday), she hangs up on me.
Wonderful.
BTW, I see I have a voicemail, received during my phone call saying "Sorry we can't install your phone service until November" double wonderful - good idea to call me back after I start calling... great timing :roll:!
I call back and am on hold for about 20 minutes and finally get someone and I explain the situation and he says he will contact that supervisor. I wait and wait and wait... 30 minutes later he says she isn't responding. I say no problem I can wait. Magically when he realizes that I am not going anywhere she responds to him. How's that for timing? She says that she thought I hung up on her, I say whatever, misunderstanding I guess (she clearly hung up on me, but I'm not here to start fights with people) and gives me her direct # and tells me she will call me by 5PM tonight.
It seems like there's a slim to no chance of getting an installation date this Saturday... I want the TV because it's a lot cheaper than Time Warner... but I'm pretty irate about this whole situation... I don't know what to do... what do you think?
Cliffs:
1. Verizon FIOS TV scheduled to be installed yesterday
2. Have my friend come sit in my apt and wait for them all day yesterday (Verizon said this was fine)
3. 4 PM comes - no verizon (scheduled for 8-2)
4. I call they said they came and nobody was home - turns out they just called my cell phone, which they had the wrong number.
5. I call and say "fine just come this saturday - i can't afford to take off any days and want to be there this time"
6. They say they are overbooked and can come in 6 weeks.
7. I say unacceptable - the woman says she will see what she can do and call me back by 5 PM.
What would you do?
Keep it mature ..........
I spoke to Verizon and they said that this setup (me not home, but my friend/the super being around to take care of it) was no problem.
I called Verizon twice during the day, and my friend numerous times (I had a busy day at work yesterday go to finance.yahoo.com to see why). I did not get any updates. Finally at 4 PM I called Verizon and they said that nobody was home when they came. What they did was call the # I gave them... what that was, was my cell # which they transcribed incorrectly (inverted two numbers). They never rang my bell, never did anything but call my cell phone.... which if they had correct I would have take care of the situation (i.e. have my friend go outside and let them in).
Wonderful.
So I speak to them and calmly explain the situation - which they tell me the next available date is November 3... I say that's unacceptable, blah blah blah. They say I will get a call by noon today.
Noon comes and goes, so I excuse myself and give them a call. I jump through about 5 or 6 hoops, the first support person i spoke to was really friendly, and finally get to a manager. She is pretty nasty with me saying that they cannot issue any over-rides and the next available is November 3... they can't do any over-rides because they already overbooked installations. She says they couldn't over-ride an installation because of a faxed doctor's note.
I nicely say that that's all good and well, but Verizon screwed up, made the mess, so Verizon should clean it up. I only want it installed on a Saturday (I want to be there and I can't take any more days off this year.) I said this or next Saturday would mitigate the situation and I'd be fine with that.
She says she will call me back by 5 PM and when I try to confirm that she has the right number (remember what happened yesterday), she hangs up on me.
Wonderful.
BTW, I see I have a voicemail, received during my phone call saying "Sorry we can't install your phone service until November" double wonderful - good idea to call me back after I start calling... great timing :roll:!
I call back and am on hold for about 20 minutes and finally get someone and I explain the situation and he says he will contact that supervisor. I wait and wait and wait... 30 minutes later he says she isn't responding. I say no problem I can wait. Magically when he realizes that I am not going anywhere she responds to him. How's that for timing? She says that she thought I hung up on her, I say whatever, misunderstanding I guess (she clearly hung up on me, but I'm not here to start fights with people) and gives me her direct # and tells me she will call me by 5PM tonight.
It seems like there's a slim to no chance of getting an installation date this Saturday... I want the TV because it's a lot cheaper than Time Warner... but I'm pretty irate about this whole situation... I don't know what to do... what do you think?
Cliffs:
1. Verizon FIOS TV scheduled to be installed yesterday
2. Have my friend come sit in my apt and wait for them all day yesterday (Verizon said this was fine)
3. 4 PM comes - no verizon (scheduled for 8-2)
4. I call they said they came and nobody was home - turns out they just called my cell phone, which they had the wrong number.
5. I call and say "fine just come this saturday - i can't afford to take off any days and want to be there this time"
6. They say they are overbooked and can come in 6 weeks.
7. I say unacceptable - the woman says she will see what she can do and call me back by 5 PM.
What would you do?
Keep it mature ..........
