I recently ordered Fios Internet installation to replace my DSL. Because the technicians need access to the building’s utility room for activation, I can only schedule the appointment Monday through Friday between 8am to 4pm. I made that clear the first time I placed order that there will be no access to utility room after 4pm.
First appointment was scheduled for past Wednesday 2/19/2014, I was given a time window of 11am to 2pm. During the days before Wednesday, I received about 20 calls from the Verizon confirmation automated calls to ask me to confirm, the calls kept coming even after I confirmed multiple times.
But came Wednesday I received NO CALL from the technician. I took the day off from work waiting for someone to show up. I waited till around 1:30pm I called Verizon, where are the technician and when are they coming, I reiterated that there will be no point coming if they can’t be here before 4pm. A customer rep tried to get in touch with a “dispatch team”. Then I was told the technician was running a bit late at the previous job, but they sure will be coming before 4pm.
Then I got a call back from a “supervisor” saying that technician can’t make it, they are sending another guy. Needless to say when it’s about 3pm and having received no call, I called back again, and was again told they’re coming. I was talking to a rep then a supervisor for over an hour when 4pm came and gone.
The supervisor was apologetic, promised credits to installation and activation fees, and rescheduled an appointment for today 2/21/2014. To avoid the same thing happen again I requested they give me the first block of time in the morning, so the technician can’t possibly be delayed by any other job. I was given the window of 9am to 12pm. Then 4pm yesterday, I received an email notification saying my appointment was rescheduled to 11am to 2pm.
I’m EXTREMELY frustrated when I called in at 11:30am, only finding out that the appointment was CANCELLED!!!! NO CALL OR EMAIL to notify me of the cancelation. TWO DAYS OFF WORK I DON’T GET PAID waiting for an installation. THIS IS NOT ACCEPTABLE!!! When I tried to ask the representative what’s the email address or website to file a complaint, all I got was the live chat or email form they use to schedule appointments. THERE IS NO OFFICIAL CHANNEL TO FILE A COMPLAINT!!!
I’m posting the complaint here first, and will see if this leads to someone in Verizon who does care a bit about their service.