Comments on: Verizon, where’s the customer service? http://www.sidesofmarch.com/index.php/archive/2007/10/10/verizon-wheres-the-customer-service/ Thoughts on life, liberty, and information technology Sat, 31 Jul 2010 08:21:41 +0000 http://wordpress.org/?v=2.5.1 By: Vincent Brocoli http://www.sidesofmarch.com/index.php/archive/2007/10/10/verizon-wheres-the-customer-service/#comment-626321 Vincent Brocoli Fri, 04 Jun 2010 20:44:05 +0000 http://www.sidesofmarch.com/index.php/archive/2007/10/10/verizon-wheres-the-customer-service/#comment-626321 Past few days have been a nightmare. Verizon is awful. Past few days have been a nightmare. Verizon is awful.

]]> By: ileana http://www.sidesofmarch.com/index.php/archive/2007/10/10/verizon-wheres-the-customer-service/#comment-479599 ileana Mon, 18 May 2009 16:33:45 +0000 http://www.sidesofmarch.com/index.php/archive/2007/10/10/verizon-wheres-the-customer-service/#comment-479599 Same thing happened to my elderly parents. They have no service and they won't come out for 2 weeks fix it. They didn't even care that they are elderly, one is sick with a disease and they have no cell phone. AWFUL COMPANY. Same thing happened to my elderly parents. They have no service and they won’t come out for 2 weeks fix it. They didn’t even care that they are elderly, one is sick with a disease and they have no cell phone. AWFUL COMPANY.

]]> By: i hate verizon http://www.sidesofmarch.com/index.php/archive/2007/10/10/verizon-wheres-the-customer-service/#comment-397031 i hate verizon Wed, 14 Jan 2009 05:12:51 +0000 http://www.sidesofmarch.com/index.php/archive/2007/10/10/verizon-wheres-the-customer-service/#comment-397031 verizon sucks so bad. they guide the phone calls to india .. and . they do not have enough technician to come and repair . they kept tellling me . the problem has been escalated to central office. and i dont have internet CONTINOUSLY For 2 weeks.. GAHHH what... the .. f ck. verizon... have a better customer services please...!!!!.. think about it .... gosh.. verizon sucks so bad. they guide the phone calls to india .. and . they do not have enough technician to come and repair . they kept tellling me . the problem has been escalated to central office. and i dont have internet CONTINOUSLY For 2 weeks.. GAHHH what… the .. f ck. verizon… have a better customer services please…!!!!.. think about it …. gosh..

]]> By: Madeline http://www.sidesofmarch.com/index.php/archive/2007/10/10/verizon-wheres-the-customer-service/#comment-312088 Madeline Sun, 05 Oct 2008 12:52:23 +0000 http://www.sidesofmarch.com/index.php/archive/2007/10/10/verizon-wheres-the-customer-service/#comment-312088 I keep my Verizon land line for one practical reason (remember August a few years ago? Power out on the entire East Coast, but land lines still worked?) and one sentimental reason (same phone number for 28 years -- people *know* my number from dialing days!). While I use my cell phone for outgoing calls exclusively. I'm stupid enough to pay $25/month for the "reliability" of Verizon's back-up service that won't go out every time Time Warner Cable hiccups. So last weekend my home phone service died. Who knows why, just gone. I go through the same delightful automated tree you describe above, shouting "Agent" at intervals, until a human (?) is reached. She tells me there is NO RECORD OF MY NUMBER. I laugh (remember the 28 years? pay bill ever month?), and she eventually transfer me to: Open New Account Rep.(!). Who transfers me to someone competent in Repair, who is totally surprised that my number/account is entirely disappeared from half of all databases, but appears in the other half (undoubtedly the billing half, eh?). I get a same-day service appointment, which sounds great, except the tech never shows. Yes, I'm sitting around waiting, calling through the phone tree to confirm (twice), and still have no service and no contact from tech between 1pm and 7pm. Rescheduled via website for two afternoons later, when phone service does get repaired, but I'm really bummed at the loss of income for a half-day's work. All for a backup communication system. Thanks for letting me vent! I keep my Verizon land line for one practical reason (remember August a few years ago? Power out on the entire East Coast, but land lines still worked?) and one sentimental reason (same phone number for 28 years — people *know* my number from dialing days!). While I use my cell phone for outgoing calls exclusively. I’m stupid enough to pay $25/month for the “reliability” of Verizon’s back-up service that won’t go out every time Time Warner Cable hiccups.
So last weekend my home phone service died. Who knows why, just gone. I go through the same delightful automated tree you describe above, shouting “Agent” at intervals, until a human (?) is reached. She tells me there is NO RECORD OF MY NUMBER. I laugh (remember the 28 years? pay bill ever month?), and she eventually transfer me to: Open New Account Rep.(!). Who transfers me to someone competent in Repair, who is totally surprised that my number/account is entirely disappeared from half of all databases, but appears in the other half (undoubtedly the billing half, eh?). I get a same-day service appointment, which sounds great, except the tech never shows. Yes, I’m sitting around waiting, calling through the phone tree to confirm (twice), and still have no service and no contact from tech between 1pm and 7pm.
Rescheduled via website for two afternoons later, when phone service does get repaired, but I’m really bummed at the loss of income for a half-day’s work. All for a backup communication system.
Thanks for letting me vent!

]]> By: brian http://www.sidesofmarch.com/index.php/archive/2007/10/10/verizon-wheres-the-customer-service/#comment-2277 brian Fri, 12 Oct 2007 19:59:34 +0000 http://www.sidesofmarch.com/index.php/archive/2007/10/10/verizon-wheres-the-customer-service/#comment-2277 Ouch, that comment hurts. I _do_ answer my cell phone, on occasion... You have no idea how many unsolicitied recruiters/headhunters call me (on average two per week)! Anyway... I plugged an analog phone into the analog jacks in the big white fiber box in my basement, and no dial tone there, either. The Verizon tech came out yesterday morning and had to replace the box in my basement, which he said was faulty. Lucky me. Ouch, that comment hurts. I _do_ answer my cell phone, on occasion… You have no idea how many unsolicitied recruiters/headhunters call me (on average two per week)!

Anyway… I plugged an analog phone into the analog jacks in the big white fiber box in my basement, and no dial tone there, either. The Verizon tech came out yesterday morning and had to replace the box in my basement, which he said was faulty. Lucky me.

]]> By: Tommy http://www.sidesofmarch.com/index.php/archive/2007/10/10/verizon-wheres-the-customer-service/#comment-2270 Tommy Fri, 12 Oct 2007 18:27:55 +0000 http://www.sidesofmarch.com/index.php/archive/2007/10/10/verizon-wheres-the-customer-service/#comment-2270 Cell phones are unreliable as Brian never answers it anyway. Couple things about your trouble.. You have data but no dialtone. The problem is likely either A) in the central office switch(no dispatch needed) or B) in your house(fix it yourself??). You have Fios, which is an end to end fiber fed service. Dialtone and data on the same pipe. The customer service rep should have said "If we dispatch and find the trouble in your house, you will be charged for the visit and repair".. They should not have told you that you must check it yourself. The "risk" of getting charged is entirely up to you. I tried calling your cell numerous times that day but you didnt answer! :P So what was the ultimate trouble? -your old brother and Verizon manager Cell phones are unreliable as Brian never answers it anyway.

Couple things about your trouble.. You have data but no dialtone. The problem is
likely either A) in the central office switch(no dispatch needed) or B) in your house(fix it yourself??).

You have Fios, which is an end to end fiber fed service. Dialtone and data on the same
pipe. The customer service rep should have said “If we dispatch and find the trouble
in your house, you will be charged for the visit and repair”.. They should not have told
you that you must check it yourself. The “risk” of getting charged is entirely up to you.

I tried calling your cell numerous times that day but you didnt answer! :P

So what was the ultimate trouble?

-your old brother and Verizon manager

]]> By: brian http://www.sidesofmarch.com/index.php/archive/2007/10/10/verizon-wheres-the-customer-service/#comment-2196 brian Thu, 11 Oct 2007 02:00:36 +0000 http://www.sidesofmarch.com/index.php/archive/2007/10/10/verizon-wheres-the-customer-service/#comment-2196 I must say that I am very close to doing this. I'm going to figure out how many minutes are used on my land-line phone and figure out if it's worth it to upgrade the mobile phone plans (it probably is). I must say that I am very close to doing this. I’m going to figure out how many minutes are used on my land-line phone and figure out if it’s worth it to upgrade the mobile phone plans (it probably is).

]]> By: Chris Gonyea http://www.sidesofmarch.com/index.php/archive/2007/10/10/verizon-wheres-the-customer-service/#comment-2186 Chris Gonyea Wed, 10 Oct 2007 22:16:38 +0000 http://www.sidesofmarch.com/index.php/archive/2007/10/10/verizon-wheres-the-customer-service/#comment-2186 Replace Verizon with Comcast and you will know my feelings about them. I haven't had a landline phone in 3 years. No reason to. I get perfect reception in my apartment with my cell phone and the amount of times I couldn't make a call from my cell phone is exactly 1 (due to a failed transmitter according to a Verizon Wireless tech support guy who was very bright). I know it is no option for some people due to reception reasons, but there is no way I will go back to a landline if I can help it. Replace Verizon with Comcast and you will know my feelings about them.

I haven’t had a landline phone in 3 years. No reason to. I get perfect reception in my apartment with my cell phone and the amount of times I couldn’t make a call from my cell phone is exactly 1 (due to a failed transmitter according to a Verizon Wireless tech support guy who was very bright).

I know it is no option for some people due to reception reasons, but there is no way I will go back to a landline if I can help it.

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