I would like to speak with someone from Verizon FIOS' Service Technicians' management t...

GetHuman-gwpolloc's customer service issue with Verizon FiOS from May 2018

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Help with my Verizon FiOS issue
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The issue in GetHuman-gwpolloc's own words
I would like to speak with someone from Verizon FIOS' Service Technicians' management team regarding what appear to be communication breakdowns between the employees answering phones and the technicians who come to your home to correct the actual issue. **On *** I spoke with a Verizon tech support person who attempted to diagnose my issue. I had no internet connectivity. He determined that someone would need to come out to correct the issue. The tech was supposed to come out *** between *-*pm. Because no one was going to be home until *pm, I asked the person I was speaking to if it was possible for the tech to wait until then. He said that he would need to speak with a manager to get approval. He did get approval and said that he was going to make a note in the ticket and that the tech would call about **-** minutes prior to arriving. On the day of the scheduled appt.(***, my wife received a call from the tech at *pm saying that he was going to be there in ** mins. Because she was working she was unable to answer the call. He left a message saying that no one was home and that he was closing the ticket. This is completely UNACCEPTABLE. I attempted to return the tech's call several times and also left two messages. The person never returned my call. I did however receive a txt message from the number that called saying that the person did not work for Verizon and that I must have the wrong number((***-***-****)...comical.*Why would he close an incident that was not mitigated? In the real world someone would have made a note in the ticket and someone, anyone, would have called the customer to reschedule.*There appears to be either a communication breakdown between tier* support and the field tech's. In addition, the field tech is a liar. I have the call recorded on my phone that clearly lists the number he called from. To me this is a more serious issue as the employee responsible has no integrity and clearly could care less about the customers he is serving.*I wound up having to spend over an hour on the phone with Verizon yesterday afternoon to explain this and reschedule another appt. for today. If I had time I would express my extreme displeasure with the automated phone support, but for now I digress.*George Pollock

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Verizon FiOS

Customer service issue
Reported by GetHuman-gwpolloc
May 9th, 2018 - 3 years ago
Not resolved
Seen by 12 customers so far
Similar issue to 152 others
1 customer following this


GetHuman-gwpolloc started working on this issue
May 9th, 2018 10:42am