Verizon Strike 2016: Customers Report 'Nightmare' Service Delays

Editor's Note: This article is part of an ongoing series. Catch up on the latest news about the Verizon strike here.

May 11, 2016 – When almost 40,000 Verizon employees went on strike last month, touching off one of the largest labor actions in recent United States history, many of the company’s customers were left wondering how it would affect their service.

As the strike approaches its fifth week, some now have answers to that question: service has gotten worse.

The company had said it was “fully prepared to serve its customers” when the work stoppage started on April 13.

“We do not take strike threats lightly,” said Bob Mudge, president of Verizon’s wireline network operations. “For more than a year, we’ve been preparing in the event union leaders order our employees to walk off the job. If a strike takes place, whether it’s one day, two weeks or longer, we are ready.”

Company spokespeople reiterated this message a few weeks into the strike, stating that the labor activity was having “a very minimal impact” on its operations.

On April 29, Verizon announced that it began "deploying thousands of additional employees and contractors" to serve its customers during the strike.

“While we’d rather have our seasoned veterans in these positions, each day, more and more customers are giving us high marks in that their inquiries and issues are being successfully resolved in our call centers and in the field,” Mudge said. “We are taking additional steps to ensure our services are available as our customers deserve and expect. Our employees are proudly working hard in our customers’ homes and businesses and are getting the job done.”

• See related article: Verizon Strike 2016 Update: Alleged Industrial Sabotage, Service Issues

SERVICE ISSUES

However, union leaders have stated that the company is having more maintenance issues than they’re letting on.

"Regulators in three states are already investigating Verizon for its refusal to keep up with network maintenance and wear and tear… the root of many ongoing service problems,” CWA District 1 Vice President Dennis Trainor and CWA District 2-13 Vice President Edward Mooney stated in a joint news release.

One Verizon customer sent the following email to Patch on April 29:

“I signed up for new service today and the wait time for a technician in Staten Island is June 16. Over a month. Ridiculous. I asked a customer service rep if I could move that up and I sat on hold for a half hour when I just gave up.”

A Cherry Hill resident who wished to remain unnamed reached out to Patch with the following comment on May 2:

“I am a Verizon customer and recently got FiOS right before the strike and it as been nothing short of a nightmare. When FiOS was installed (Internet, phone and TV) on March 30, there was a problem with the phone line. I had a tech scheduled to fix the phone, but then the strike hit on the day the tech was supposed to come out (April 13). Of course, no one showed up. Several days later, 2 techs came to the house on April 17 and they didn't have a clue as to how to fix my phone, so they called 2 more techs to come and help. They were at the house from 2 p.m. to 8:30 p.m. and the 4 of them completely botched my phone and made it even worse.”

She continued:

“Since then, I have spent close to 40 hours on the phone trying to explain my phone issues and to get techs to the house who can fix my phone… When I called to get a credit for the phone portion of my bill, they sent me to the Collections Department. I've never missed a payment on anything in my life and the bill isn't due until 5/16. They left a bunch of jerry rigged wires hanging from the ceiling in my basement, which are held together by a phone jack. I've never seen anything like it. It looks like a fire hazard to me.”

Other Verizon customers that have reported alleged service issues include:

• The owner of an auto body shop in Tonawanda, NY, claims that his business has suffered because the company has refused to make service appointments or provide adequate technical support
• The owner of Fortunata’s Bakery in Milford, Delaware, said that her company has been unable to install equipment for a month

Some alleged customers have taken to social media to voice their frustration.

Photo: Communications Workers of America

Send news tips, photos and press releases to eric.kiefer@patch.com