bob haller, 8/7/2009,4:56:57 PM, wrote:



Nope, just keep calling everytime they don't fix it correctly.
�They'll eventually get tired of the calls and fix it properly.
�Call everyday.


I tried that every day for 3 WEEKLS

It didnt help had to call verizon presidents office TWICE, to get a
network tech to fix a fios noisey router.

come october I am out of contract and going to be a PIA.

they richly deserve it!!

I can verify your experience is not atypical with Verizon FiOS customer
support. Just making the call is tortuous in the first place. It is
very hard to get a live person and you must go through endless routines
with the automated voice before you get through to a person. Say
"AGENT" three times and that should get you through. Then the rep has
11 minutes to get you off the phone so they don't have time to read the
previous notes and immediately jump to the standard troubleshooting
even if you tell them this has already been done five times. In order
for each level of support to escalate it to the next level they must
prove it is not within the scope of their level and troubleshooting
tools. If it gets escalated to Level 2 and they think they have fixed
it remotely, they need only leave a message twice before closing the
trouble ticket. Once it's closed you start all over again with the
entire process. If Level 2 can't fix it because it's an order problem
or farther into the network then they have to put it into someone
else's bucket after they prove they can't fix it. God forbid you have
a billing problem or something goes wrong on a move order, that's when
the real hell starts.