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Verizon Offering Service Refunds for Sandy
Following on the Heels of Move by Cablevision
by Karl Bode 09:03AM Monday Nov 05 2012
Last week Cablevision announced that they would be issuing service credits to customers impacted by Hurricane Sandy, even if their service was down due to a loss of power and not system damage. Not to be outdone, Verizon tells Broadband Reports they'll be doing the same thing, something our readers may find useful as power returns to many areas impacted by the storm. "We routinely credit our customers when they’re out of service, whether for power outages or other reasons where service has been impacted," says Verizon. "We will of course do the same for those affected by Hurricane Sandy."

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cabana
Department of Adjustments
Premium,Mod
join:2000-07-07
New York, NY

1 recommendation

Verizon ---> extra support

Verizon has also added extra support in the Direct Forum to assist with Sandy related issues.

Thank you!

rokman1

@1.9.25.x

Re: Verizon ---> extra support

How much of a credit did you get?
lennoz

join:2008-12-04
Brooklyn, NY

Hard to get them credits, folks.

Just called Verizon, and the representative had no idea Verizon was giving out credits to the affected customers, had to wait about 10 mins, so she could figure out if Verizon is actually giving out the credits to customers lol. Also, I read to the representative what Verizon has stated on this website, she was all quiet and confused lol. After all, of the BS, got my credit.

Get your shit together Verizon. I already been through Sandy, don't want to deal with your nonsense. Thank you.

LightS
Premium
join:2005-12-17
Greenville, TX

1 recommendation

Re: Hard to get them credits, folks.

Get their shit together?

At least they're giving credits. They could just refuse to get them out period. a 10 minute phone call isn't the end of the world.
openbox9
Premium
join:2004-01-26
Germany
kudos:2

2 recommendations

Re: Hard to get them credits, folks.

Perhaps lennoz See Profile would've preferred a big FU from Verizon instead of a credit after the 10 minute phone call?

djrobx
Premium
join:2000-05-31
Valencia, CA
kudos:2
Reviews:
·Time Warner Cable
·VOIPO

1 recommendation

said by LightS:

Get their shit together?

At least they're giving credits. They could just refuse to get them out period. a 10 minute phone call isn't the end of the world.

Yes, get their shit together. It shouldn't be that complicated for Verizon corporate to blast an email to their customer support representatives and managers, clarifying their policies and procedures with respect to customers who call in regarding Sandy.

A customer should never need to train a representative. That is poor service.
--
AT&T U-Hearse - RIP Unlimited Internet 1995-2011
Rethink Billable.

LightS
Premium
join:2005-12-17
Greenville, TX

2 recommendations

Re: Hard to get them credits, folks.

While I agree with you, the point is that he still got his refund. The CSR, while not 100% sure, still got up and went and checked to make sure. And, lo and behold, he got it.

Could it be improved? Yes. Bad service? No way, jose.

sivran
Seamonkey's back
Premium
join:2003-09-15
Irving, TX
kudos:1
Having been there, done that.... apparently it really is too difficult for Verizon to keep their support reps in the loop on things. It always felt like we were the last to know.
--
Think Outside the Fox.

battleop

join:2005-09-28
00000
"Also, I read to the representative what Verizon has stated on this website"

This may come as a complete shock but not everyone at Verizon has heard of this site. It's crazy to think the CSR would verify this instead of taking your word that it was posted on a 3rd party site. Maybe you should point out where it was announced on Verizon's site instead.
--
I do not, have not, and will not work for AT&T/Comcast/Verizon/Charter or similar sized company.
elefante72

join:2010-12-03
East Amherst, NY

Re: Hard to get them credits, folks.

Well maybe the email they sent me this weekend from Verizon would clue them in. BTW my Fios never skipped a beat, however power was down only temporarily. VZ has always handled my customer service issues (wireless, wireline), so no issues here.

Logic: Let see. Overlay FEMA map for affected area. Customer calls, it brings up a special advisory page. Customer treated appropriately. Verizon will sell my data 100 ways for profit, but can't use it for basic business intelligence? I don't know the VZW internal systems, but my lowly salesforce.com gives me advisories all the time...

I do find Verizon customer service to be very good until it goes offshore and then you are stuck with your typical Dell customer service.

Calling in (because I use ethernet) is always a hassle because I don't use MoCA and that sends them into a panic. Escalation to level 2 usually rectifies.

Meisterdee

@optonline.net

Verizon Offering Service Refunds for Sandy

What about Verizon Wireless, are they offering refunds for interrupted cell service due to Sandy as well.
Crookshanks

join:2008-02-04
Binghamton, NY

Re: Verizon Offering Service Refunds for Sandy

Guess it depends on how they interpret their customer agreement:

quote:
What Are My Rights for Dropped Calls or Interrupted Service?

If you drop a call in your Coverage Area, redial. If it's answered within 5 minutes, call us within 90 days if you're a Postpay customer, or within 45 days if you're a Prepaid customer, and we'll give you a 1–minute airtime credit. If you're a Postpay customer and you lose Service in your Coverage Area for more than 24 hours in a row and we're at fault, call us within 180 days and we'll give you a credit for the time lost. Please be aware that these are your only rights for dropped calls or interrupted Service.
The italic part is relevant, the bold part perhaps more so. A natural disaster is certainly not their fault, though a failure to provision backup generators and such may well be.

If I was to hazard a guess, they'll quietly give refunds to those who ask for them, but not publicly advertise the availability of said refunds.
Grover8

join:2012-01-06
Fresh Meadows, NY

Thanks Verizon!!

I got credited almost $60 for 5 days of outage due to no power. The credit was immediate and i can see it on my account online. Thanks Verizon. They're so awesome.

FFH5
Premium
join:2002-03-03
Tavistock NJ
kudos:5

Re: Thanks Verizon!!

said by Grover8:

I got credited almost $60 for 5 days of outage due to no power. The credit was immediate and i can see it on my account online. Thanks Verizon. They're so awesome.

A months worth of credit for a 5 day outage - pretty good.
--
»www.gop.com/2012-republican-platform_home/
»www.gop.com/2012-republican-plat···onalism/
patt2k

join:2009-01-16
kudos:1

Re: Thanks Verizon!!

Just called Verizon Wireless rep told me verizon is working on providing credit now for the people that had their tower's down like me for almost 3 days , If I get 50$ credit I will be a happy guy!

meeeeeeeeee

join:2003-07-13
Newburgh, NY

Thank you Cablevision

For getting the ball rolling so that Verizon would have to jump on instead of the usual "Oh your house was destroyed? You owe us $2,786,487,538.67 for our equipment, payable IMMEDIATELY".
--
Isn't it sad that those that raise their right hand and swear "to support and defend the Constitution of the United States of America" are usually the ones most likely to trash it.

ITALIAN926

join:2003-08-16
kudos:2

Re: Thank you Cablevision

LOL, youre funny. You think because Cablevision got the headline FIRST on DSLREPORTS.com, that forced Verizons hand. LMAO

meeeeeeeeee

join:2003-07-13
Newburgh, NY

1 edit

Re: Thank you Cablevision

said by ITALIAN926:

LOL, youre funny. You think because Cablevision got the headline FIRST on DSLREPORTS.com, that forced Verizons hand. LMAO

LOL, You're funny... Too late to lick the bosses boots, you're already on the way out. ROFLMAO

Let's see Cablevision press release 11/2/2012, Verizon press release 11/4/2012. I'm SURE they were just working on wording it right.
--
Isn't it sad that those that raise their right hand and swear "to support and defend the Constitution of the United States of America" are usually the ones most likely to trash it.
Bob4
Account deleted

join:2012-07-22
New Jersey
Actually, it would be $2,147,483,647 because that's the largest positive 32-bit number.

meeeeeeeeee

join:2003-07-13
Newburgh, NY

Re: Thank you Cablevision

said by Bob4:

Actually, it would be $2,147,483,647 because that's the largest positive 32-bit number.

Plus Taxes and fees.
15444104
Premium
join:2012-06-11
said by meeeeeeeeee:

For getting the ball rolling so that Verizon would have to jump on instead of the usual "Oh your house was destroyed? You owe us $2,786,487,538.67 for our equipment, payable IMMEDIATELY".



What ever happened in this story. What is the follow up?

meeeeeeeeee

join:2003-07-13
Newburgh, NY

Re: Thank you Cablevision

said by 15444104:

What ever happened in this story. What is the follow up?

Not really sure what happened to the Happy Verizon Customer mentioned in that story, but if he was treated like others have been, Verizon probably filed suit, reported him to every credit bureau known to man and are holding his 2 small children hostage until the bill is paid.
--
Isn't it sad that those that raise their right hand and swear "to support and defend the Constitution of the United States of America" are usually the ones most likely to trash it.

fifty nine

join:2002-09-25
Sussex, NJ
kudos:2

My business DSL still out

Still out here but they promise resolution by EOD.

Veloslave
Geek For God
Premium
join:2003-07-11
Martinez, CA
kudos:1
Reviews:
·Comcast
·PHONE POWER

Kinda lame making it sound...

like it was because cablevision they decided to co credits.

Been with Verizon Mobile for over 11 years now and they have ALWAYS been very generous with credits whenever I have had a problem. Many times I have had a CSR offer to credit me for one thing or another with no request made.

To be honest... as big as Verizon is, and as crappy as the competitors are, I am surprised regularly that they maintain as close as you can get to "old school" customer service. Every year that goes by I worry it will all change... and there have been little bumps in the road... usually/pretty much always at a retail outlet... but still... just saying, I consider myself pretty picky when it comes to customer service and Verizon ROCKS in my book.

(No... I do not, have not, nor have any family or friends who ever worked at Verizon or one of its contractors.)
--
Mom was right.... I NEED fiber!

meeeeeeeeee

join:2003-07-13
Newburgh, NY

1 edit

Re: Kinda lame making it sound...

Comparing Verizon Wireless with Verizon Wired is like comparing apples to elephants, they are two separate and distinct companies. Wired is the old Ma Bell "We're the Telephone Company, we don't HAVE to care". If Cablevision hadn't made a splash about it, you would have never heard a peep from Verizon Wired.

Wireless is a non-union company, so employees can and are actually held liable for displeasing customers with poor service and performance.
--
Isn't it sad that those that raise their right hand and swear "to support and defend the Constitution of the United States of America" are usually the ones most likely to trash it.

capecoddah

join:2005-03-18
Yarmouth Port, MA
kudos:1

E-mails

For what it's worth:
I got e-mails from Verizon before, during and after Frahnkenstorm.

How to get in touch with them and other info.

Land-line, DSL, no wireless.
____________________________

Dear Valued Verizon Customer:

Our thoughts are with you as recovery efforts are underway for Hurricane Sandy. We hope that you and your family are in a safe and secure location. We want you to know that we are here to help you during this very stressful time.

Due to some power outages that remain, we know a number of you are still unable to use Verizon services in your home. If your power has been restored, but you are still experiencing service issues, we are here for you.

Please visit our storm support website at verizon.com/outage using your smartphone, tablet, or PC. The site has tips for restoring your service, directions on how to replace damaged equipment at no cost to you, and other helpful information.

If you require further assistance, please visit us at verizon.com/repair or call 1.800.VERIZON (1.800.837.4966) and select “Technical Assistance” option.

Our employees are working around the clock to help restore service. We are in close touch with power companies, other service providers, and local government officials to ensure proper coordination of restoral efforts. The company is also working closely with public safety officials to ensure emergency communications remain operational.

Please stay safe and thank you for being a Verizon customer.

TitusTroy

join:2009-06-18
New York, NY

Verizon Offering Service Refunds for Sandy

called up yesterday and they gave me a $30.50 credit for 4 days without power...the lady on the phone first tried saying that they were not responsible for the outage due to the storm, then she said they were not giving credit, next she said they were only giving it out on a case-by-case basis...she basically was doing everything not to give out any credit

finally she gave me credit for the 4 days but it was a lot of work...shouldn't be such a hassle

meeeeeeeeee

join:2003-07-13
Newburgh, NY

Re: Verizon Offering Service Refunds for Sandy

said by TitusTroy:

called up yesterday and they gave me a $30.50 credit for 4 days without power...the lady on the phone first tried saying that they were not responsible for the outage due to the storm, then she said they were not giving credit, next she said they were only giving it out on a case-by-case basis...she basically was doing everything not to give out any credit

finally she gave me credit for the 4 days but it was a lot of work...shouldn't be such a hassle

"We're the Telephone Company. We don't HAVE to care." Too many years of too many people growing fat and lazy (and obnoxious) as a unionized monopoly. They didn't have to work very hard or care at all, the money just kept flowing in. Can't teach an old dog new tricks.
--
Isn't it sad that those that raise their right hand and swear "to support and defend the Constitution of the United States of America" are usually the ones most likely to trash it.
jimboe

join:2000-08-14
New York

Pleasant experience

I had no problem at all getting a credit to cover my power loss. The csr was compassionate, very polite and overly generous in fact.

Called the 888 553 number and went directly to blling to make the request.

Good experience for me.