… sounds like one of my kids talking but I’m really not liking Verizon right now! Wait Let me clarify that a bit… Verizon Wireless ROCKS! Verizon FIOS not so much…. We’ve have numerous problems over the last 12 months with billing issues and the like. The FIOS Internet was super fast and worked great! Now if only their customer service was like that.
Now I ‘m sure you’re wondering why I’m talking about Verizon FIOS considering they don’t have FIOS in the Springs? Well here is the story….
Before we left Virginia, I called Verizion FIOS to cancel our account since we were moving to a non-FIOS area. (makes sense right??) At first, they were nice but giving me a hard time about cancelling the account. I explained to them that we had PCS orders from the Army and didn’t have a choice. The nice lady explained to me that I’d receive a final bill (no bill yet 2 weeks later) and that I could just drop off our FIOS modem to ANY UPS store and they would take care of getting it back to Verizon.
They said that we had 30 days from the termination date before a equipment charge of $150 would be tacked on to our account. I asked if I need an authorization # or something, she said “no maam, just your account # is enough” I’m thinking Awesome .. and how easy that will make our hectic life at the time!
Well we forgot to do it on our way out of Virginia.. so we said ok no problem we’ll do it once we get to Colorado.
Last week I go to the UPS store here at Carson… I tell the rep at the store that I need to send this back to Verizon. She looked at me like I had 3 heads and was the color purple! She said that she had no idea on how to do that. After looking up some information, she told me that I also needed an Authorization # from Verizon as well as the authorization labels that they were supposed to send me. (GRRRR)
Speed up to today… I finally get around to call Verizon and I’m on the phone with the automated system for 10 minutes before I finally get a LIVE person. I’m transferred around 3 times before the lady tells me that I need to call Verizon FIOS. I explained to her how long I’ve been on the phone already and could she transfer me directly. She says of course, no problem”! As she transfers me, I got disconnected.
I’m soooo happy now! (sarcasm in case you weren’t sure ) Then I get this bright idea… why don’t we just take it to one of the local Verizon stores and talk to a LIVE person. So that’s my plan… I’m sure there will be more to this story.
Now my experience with Direct TV was much different (we decided on Cable for here, lots of cloud cover b/c of the mountains )… I called them, told them I needed to cancel , they said ok and they would mail me my return labels and it was done. This took all of 10 minutes. Verizon FIOS you could learn a lesson or two (or more) from Direct TV and how they treat their customers, whether they are adding new service or canceling their current one.
{ 5 comments… read them below or add one }
and if that doesn’t work – send it to me, I’ll get it returned for you.
LAW
LAWs last blog post..Tagged -
Hey thanks!! Hopefully it won’t come to that! : )
Tammy AKA ArmyHousehold6s last blog post..Why must things be so difficult???
I can relate.
After six months of trying to return a brand new modem to Earthlink, I finally sold it on eBay.
I’ve currently have a Verizon Wireless phone that we never requested. It has been living in a box on top of our refrigerator for several months. I called, and after nearly an hour on the phone, was told I could take it to any store and the store would ship it back. Took it to the store that errantly requested it be sent to us and they refused to take it. So as long as they don’t bill me and I’ve got room on top of the fridge, that’s where its going to sit.
I don’t understand why companies make it so hard to return their equipment.
Ben
@QualityFrog
Ben Simos last blog post..He moves fast
I would of gotten Direct TV out here in Koweefornia but the buttheads acted like they were US Senators or members of Congress. Such a deal my @$$! I went with Dish Network who suck only a little bit less. I think they have all worked for AT&T at one time… or worse…at my local HOME DEPOT!
What a pain in the neck! I hate dealing with customer service reps (they always seem more like customer disservice to me). Anyway, I hope it gets sorted out…
-Shane