Verizon is now my mortal enemy

[Head416]

I had two unrelated things scheduled with Verizon yesterday:

1) Upgrade my DSL from 3Mbps to 7Mbps and convert to a dry loop (no more phone)

2) Fix the wiring in my NID (phone box outside) so that I could connect my DSL modem to any jack in the house instead of just one.

They opted for 3) disable DSL altogether.

So I come home from work to find my DSL down, not happy. I'm on the phone forever while they ask me to reboot the modem, blah blah blah, all the crap I already did before I called. Then he puts me on hold to see when they can schedule somebody to come out and fix it.

Are you ready for this?



















January 27th!!!!!!!!!!!!!!

I wish Verizon had a throat I could wrap my fingers around.

[stomachmonkey]

FIOS did something similar to me. My house is cabled for two services if I want. As part of my HOA I get free basic from a small provider.

Show Verizon tech my setup and tell him where I want his signal and where the other one will go.

I schedule the other co to come out and hook up. Get a call from the wife, they can't do the install since the Verizon guy buried all the cables behind his box and the other co can't touch it.

Call Verizon and explain the situation and what their tech had done wrong,

"is your service working?"

Yes.

"ok, it's a $75 charge to come out"



"well since it's working it's a chargeable call"

But your tech screwed up. He made the mistake that requires you to come back out. This is not something that I want done on a whim. The cabling was explained to him and he screwed it up.

"ok, I'll try to put it in as a credit..............................well looks like we can't do that, you are already receiving a credit for something else"

Yes I am, that was from something else that Verizon screwed up and the discount is to make it right.

"well we can't issue another credit with this one in place"

So Verizon only makes good on one mistake at a time

I eventually get them to schedule for no fee, the guy will be out on Dec 25th (2009).

So I ask are the techs REALLY working Christmas Day?

"yes"

Still waiting.

[VINMAN]

[vash]

jan 27th?

lemme guess..sometime between the hours of 8:00am and 5:00pm?

[Rot 911]

They are all like that. So easy to work with when they are trying to get you a customer. Worthless once you are their customer.

[Head416]

Originally Posted by vash

jan 27th?

lemme guess..sometime between the hours of 8:00am and 5:00pm?

Close... 8am to 8pm!

What really sucks is that even if I want to go to another DSL provider I still have to rely on Verizon for my connection back to their CO.

Wrath, fury, rage... all fall short of how I feel about this.

[trekkor]

Go see someone face to face.

I have no patience for their customer service over the phone.
When you are in their office, I think they start to grasp the value of time ( theirs ) to get something done ( get rid of you ).

When Verizon works, I'm happy as can be.
When it has problems, I have to ask myself, is their product something I really need?

Over 20 days for a service call is unacceptable.


KT

[VINMAN]

3 weeks away? Something is wrong there. Service calls are usually within a few day.

[Head416]

They said they're swamped due to the severe weather.

I live in Southern California! It was in the mid 30's the other night and we're freaking out about how cold it is, but there's no rain, no snow, no ice.

I think it rained for two days last week. Sunny ever since.

[Porsche-O-Phile]

"Can you hear me now?"

Evidently not.

Suddenly AT&T doesn't seem so bad anymore...

But then again they all pretty much suck once you need something from them that isn't part of their standard, doesn't-involve-a-human-being-or-conscious-thought-by-one procedural stuff.

[VINMAN]

Its possible that theres a back log due to the weather. But 3 weeks still sounds way to long. But then again so many cuts have been made. usually with a major storm or something like that, techs are brought in from other areas or out of state.

[vash]

Originally Posted by Head416

Close... 8am to 8pm!

What really sucks is that even if I want to go to another DSL provider I still have to rely on Verizon for my connection back to their CO.

Wrath, fury, rage... all fall short of how I feel about this.

OMG! i suggest you practice deep breathing exercises..if he shows up at 7:30pm, and you have been sitting around for 11.5hours, it could get ugly.

breath in blue, breath out pink. amazing.

[sammyg2]

Iffn you call them back and 'splain that rather than wait until January 27th you'd rather disconnect and cancel the service altogether immediately, they'll prolly improve on that response time.

[Porsche-O-Phile]

I will make a prediction here:

You're going to get a bill for the period from today through Jan 27. too. They will not prorate it. You can see it coming a mile away.

Yep, they're wonderful aren't they?

[Head416]

When they said they can't come out until 1/27 I said cancel my service. He convinced me that he can't talk to the CO until they open in the morning, so I said great, call me in the morning.

I talked to them, they're allegedly 'working on it'. If it doesn't work when I get home from work I'm cancelling on the spot.

Even if the weather has created a problem for them, I don't care. You came out to break it, you can come out to fix it. Make the guy who screwed up work OT.

Although, I actually suspec the problem may be at the CO. The guys I get on the phone just can't tell the difference. He says I need a truck to come out but we'll see.

[Gogar]

Originally Posted by sammyg2

Iffn you call them back and 'splain that rather than wait until January 27th you'd rather disconnect and cancel the service altogether immediately, they'll prolly improve on that response time.

Accompanied by a steep "early termination fee."

[VINMAN]

The guy on the phone is most likely just a customer service rep. They couldnt even tell you what a CO looks like. Repair should be able to tell if the troubles in or out without coming out to your house.

"He convinced me that he can't talk to the CO until they open in the morning, so I said great, call me in the morning. "

Are you in a city or small town?

[Head416]

I call it a city. There's no break in suburbia between me and LA, even though it's 45 miles away. 75,000 in my city, neighboring a few 100,000+ cities and a few smaller ones.

Or is LA a city and everything else is a town? I don't know...

[tabs]

I betting on Verizon to win the war...

[Head416]

That reminds me of something my brother once said. I was struggling to change a clutch on an '02 Camry, shocked that the Haynes manual was telling me I had to remove the subframe from the car to drop the transmission.

My brother's response: "And people think the Japanese surrendered in 1945." Cracked me up.

Yes, Verizon will win this war.