Share my pain with Verizon …….
August 27, 2010
I had a 8-12PM appointment window for the addition of a FIOS television line upstairs.
1100 called customer services got the “we are experiencing a high call volume message”. Went to web and chatted with tech, was sent a link that said my order status was on schedule and on time.
1300 called customer service, told that he would contact dispatch to see where the technician was, placed on hold over 20 minutes, then call was disconnected.
1430 called customer service, was told that the technician was assigned my ticket and that he was running late but would be here. Was told that I should allow two hours passed my scheduled appointment for the technician to arrive (it was already 2 hours and 30 minutes passed the”allowed” time).
1730 called customer service and was told that they would transfer my call to someone who could help me, placed on hold over 15 minutes, and then call was disconnected
2030 called customer service, was told that it was late that that the technicians were done for the day. I was told that she would transfer my call to someone who could help me, placed on hold for 10 minutes then the call was disconnected.

August 30, 2010
0800Called customer service about my no call, no show on August 27, 2010. Was given another appointment date of September 3, 2010 with a 8-5PM appointment window and that I would be called one hour prior to the technician arriving. When I explained that since I would have to miss another day of work for this appointment, could Verizon waive the installation fee? I was told “no” but she would call me on the next business day after the installation to see what she could do.

September 3, 2010
0900 called customer service to insure that my order was assigned and to find out when he would be in my area and was told that the technician would give me a call at my home number.
1230 called customer service to relay that I was never got a call from the technician and was told that they didn’t have an order for my address despite being given the order number generated by Verizon! I was told they didn’t know how I got that order number but it wasn’t in his system. To add insult to injury I was told that this was the holiday weekend and that they may be able to go above the call of duty and fit us in before 10pm but he couldn’t promise that it could be done but it was a good thing that I called because it would have been another no call, no show. Oh, he did apologize for the inconvenience.

It is 1300 now, I will let you know how it turns out.