When customer service fails, you may have an alternative. Filing a consumer arbitration claim is often cheaper and faster than going through small claims court, and can get Verizon Fios to take your complaint seriously.
Verizon Fios is one of the most well-known Internet and phone companies in America. But the fact that they’re big doesn’t mean they’re perfect. In fact, you might need some excellent customer service from them from time to time, whether you’re an existing customer or if you are looking into starting a service package with them in the near future.
But getting good customer service from Verizon Fios can be difficult, if not impossible, if you don’t know where to look. Let’s break down the different customer service channels you can pursue to find a resolution for a problem or speak to someone knowledgeable.
The good news is that Verizon Fios provides a plethora of ways to contact their customer service teams. Even better, these channels are separated by the actual need you have or the type of complaint.
You can use both of these phone numbers to get to a real person eventually (though you will have to navigate through a few automated menus and perhaps speak to a bot a few times). Wait times are usually less than 20 minutes, though this may be too long for some folks’ comfort.
You can also visit the main customer support page and find a pair of mobile chat functions. One of these is for mobile devices and plans while the other is for home Internet, TV and phone services. The nice thing about having both of these chat functions separated is that you won’t have to waste time being transferred between different customer representatives – theoretically, you should be forwarded to the right person the first time.
There are some additional phone numbers on the customer support page that might be interesting depending on your needs:
One last traditional contact method you might employ is mailing Verizon Fios’s customer service team directly. Send a demand letter with your complaint or otherwise ask for service or assistance by mailing a legible letter to the following address:
P.O. Box 408
Newark, NJ 07101-0408
Verizon Fios also has a dedicated tech support page. You can use this to look through all of their educational materials and possibly find solutions to typical tech issues without having to speak to a real person. If you do need to speak to a customer service rep, you’ll likely be routed to one of the chat agents mentioned above.
Still, this is a good way to handle some smaller issues without having to waste time being routed form rep to rep, only to get an oversimplified or unhelpful answer. The tech support page is easily navigable by issue type, and some of the top questions and answers are accessible right from the start.
Like most major companies, Verizon Fios maintains Twitter and Facebook pages. These are great ways to get the attention of customer service reps if you can put a comment on one of their newest posts. Note that these aren’t usually dedicated customer service channels, so you may just get ignored.
If all the digital channels you’ve already tried don’t work, you might consider stepping into a brick-and-mortar Verizon Fios store and talking to one of the humans there. Unlike all the other channels, it’s impossible for one of the representatives to ignore you if you’re speaking to them in person.
This may be the best way to handle a tech support issue if you can bring your equipment into the store. Plus, you can normally find a retail Verizon Fios everywhere across America. Use their website’s “Find a Store” page to see if there’s a retail location near your home.
You can alternatively try to contact Verizon Fios’ corporate offices directly. In this case, you should write a short and firm demand letter explaining your issues and what you want, then mail the letter to the following addresses:
Version Fios Basking Ridge Operational Headquarters
Verizon Corporate Offices
One Verizon Way,
Basking Ridge, NJ 07920
Verizon New York Corporate Headquarters
Verizon Corporate Offices
1095 Avenue of the Americas
New York, NY 10036
Even better, Verizon maintains a record of all of its corporate officers and executive leadership. You can visit this page on the main website, and each person conveniently has an email address attached directly to their profile. Use these email addresses to send your complaints directly to the folks that matter instead of speaking to underlings or typical customer service reps.
The last thing you can try is leaving a complaint on the Better Business Bureau or BBB. This review collection website hosts thousands of complaints against Verizon Fios, and many of its customer service reps frequent this website in order to identify pain points for its customer base and handle issues that weren’t caught by its normal customer service channels.
There’s no guarantee that your complaint will be picked out of the thousands that have been brought forward over the last few years. However, it is a good alternative if you’ve been ignored so far.
If all else fails, you may be all the contact FairShake for further help in securing great customer service from Verizon Fios. While we don’t work for Verizon Fios, we can help draft an adequate demand letter to get them to pay attention to your needs.
Furthermore, we can help you set up a consumer arbitration case against Verizon Fios if you have a grievance they aren’t listening to. Arbitration is legal, unlike taking them directly to court. But if you’ve never pursued arbitration or don’t know where to start, our experts can help.
Start by filling out the form below and one of our experts will contact you shortly!
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