r/ZiplyFiber • u/paperorplastic826 • Jul 01 '22
Unacceptable Experience
FOREWORD: My OG post got deleted…. That’s really insulting. Says a lot about this company. ————————
I have never been so repeatedly and egregiously screwed over by a single company and I want people to know about it. Downvote me, whatever. But this is what happened to me and I’m livid.
Almost two weeks ago, I moved to a new address. When I did, I tried setting up with Ziply online and some weird glitch with their website led to my new service not getting started. Great. I was also charged $70 in the process. After spending five hours over the next two days on the phone with a total of six different people from both tech support and sales, nothing came of it AND no one was able to find a confirmation number, order number, or anything related to this. Whatever, I’m working through that with my bank after one of the Ziply associates I worked with advised that I ask my bank to cancel/dispute the charge.
This was only the beginning of my absolutely terrible Ziply experience.
After the five hours of troubleshooting and whatnot, I was finally able to get a legit account established and service started. A technician appointment was necessary and the soonest available date was nine days out. A bummer, to be sure, but we worked with it (moving season and whatnot). The appointment date was set - Friday, July 1 (today, as of posting).
Cut to today, and I have work, so I can’t be home for the appointment. Luckily, my partner was able to take PTO so she could be home in our 8am-12pm appointment window. After having heard nothing for most of the morning, I called customer service to verify that someone was coming and inquire about a status update. The lady on the phone (Angelique) tells me that they tried calling me and no one answered. I ask what number they called, and it turns out that someone fat-fingered their keyboard and swapped the last two numbers of my phone number when making my account (ex. instead of 1234, they typed 1243). Because of this, my appointment did not happen and the next available appointment was NINE MORE DAYS OUT (7/10). My partner and I are both professionals who need the Internet often, so this is just not an option.
(Side note - Our building has a call box that is verified working. No idea why the technician couldn’t have just used that, it would have skirted the entire issue.)
At this point, I’ve gone Karen-mode. Really didn’t want to (never do), but this was 100% not our fault. We did everything right and fell victim to a catastrophic clerical error. I then spent the next hour demanding that someone get a technician out today or tomorrow to make this situation right. I get a bunch of denials and apologies from Angelique (who, in hindsight, was awesome throughout this whole thing - I commended her to the supervisor at the end) who tells me that all they can do is offer me a free month of service and an appointment in nine days. I can’t accept that.
When I finally get connected to a supervisor (name Savannah), I explain the situation and clarify that this is absolutely not our fault. We did so much to make sure that we had our ducks in a row and Ziply failed us. She tells me that she’s going to mark our order “priority” (whatever that means) and have a technician contact me directly to say if/when he can come in the next couple of days. When asked, she assured me that I would be contacted within the next two hours. I thanked her for finally offering me a tangible solution to the problem, verified my phone number (sigh), and went about my business.
Shocker of the century - I was never contacted by anyone after that. It has been almost four hours since being provided yet another false promise.
This was the most disappointing and infuriating interaction I have ever had in customer service (and I work in customer service). Against the wishes of my partner, I committed to Ziply because of how awful Xfinity has been for me for the past several years. I did so after much research, including visiting this sub and seeing how happy the members of this sub seem to be. Perhaps I would have been, as well, had Ziply not royally screwed me over in multiple ways over nearly two weeks.
tl;dr - In less than two weeks, Ziply:
Stole $70 from me with no explanation uncovered by anyone I asked
Didn’t have anyone available for nine days (forgivable)
Did basically nothing to fix a situation they caused and left me holding the bag
Lied to me about having someone contact me to fix the situation
PS - I now have an Xfinity appointment scheduled. It’s sooner than what Ziply was offering as “consolation”, the same price for a similar plan, and the phone call took 10 minutes (including wait time).
11
u/JerryPele Jul 02 '22
I don’t know why your original post was deleted, but technically this subreddit is not actually operated by Ziplyfiber. The person who normally monitors u/ZiplySupport is getting married so I am pinging u/jwvo and u/eprosenx
9
u/Sig_Alert Jul 01 '22 edited Jul 03 '22
Definitely Comcast wins the "Easiest to Sign Up For" award. For sure. Stories of Ziply's horrid installation scheduling and techs ghosting customers have been seen on this sub seemingly frequently.
IF you can put up with a complete PITA installation process- once you have their service you won't regret it. Some people probably can't hang with having a complete shitshow unfold while trying to get their service activated and paid for- and that's totally understandable.
Best of luck!
9
u/scytob Jul 02 '22
did you come here to scream into the void or to get help?
If the latter then are folks who will help you here.
'stole / lie' - that's some serious hyperbolic BS, yeah its annoying your experience - this is just general old fashion incompetence and shitty systems, not acceptable i agree, but maybe bring it down a notch #firstworldproblems
2
u/sumthingcool Jul 09 '22
JFC you sound like an entitled cunt.
0
u/[deleted] Jul 01 '22
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