Verizon Complaint - Too Long For Simple Repairs
PITTSBURGH, PENNSYLVANIA -- On Sunday afternoon March 20th, we noticed our land line telephone had no dial tone. After making sure the problem wasn't inside the house, we called Verizon and got their voice interactive automated service. It ran a test and said, "The problem seems to be Verizon's." It automatically scheduled us for Thursday, March 24th. On Monday, March 21st, I called their repair service to get a human since 4 days is too long to be without a telephone since we only have one cell phone that my wife and I use for travel and emergencies. Since I'm temporarily disabled following back surgery I depend on the land line when my wife's at work. We've never had a problem with it. We got a human who told us that the 24th was the soonest they'd come because there wasn't enough work scheduled in our area until that date. "If you'd called today, it would have been Friday the 25th," he added in a completely nuetral tone. I tried to explain that I needed it sooner because of my back. He interrupted, "Are you requesting a medical emergency?" I really didn't want to and started to say so when he interrupted again, "Are you requesting a medical emergency." Okay, I would. "Someone from our office will call you between 1 and 4." With that he hung up. He wasn't rude, but he clearly didn't care. I suppose I could have gotten mad about it at this point, but what good would it do? Verizon was going to do it when they felt like it and not sooner. When the second human called at 10 of 4, he was nicer. He promised he'd get us on the schedule for early Tuesday. My wife had to work, so I cancelled a morning x-ray so I'd be home if they needed to come inside. At 2:30 Tuesday a truck showed up across the street, the technician climbed up and threw a switch that reconnected us. The repair man quickly told me as he was leaving that a previous technician had connected a house that had just been bought across the street and accidently cut our service off at the same time. He suggested that we get Verizon wireless so we wouldn't have a problem if the service went out again. The repair took less than 4 minutes(I timed it) from the time the truck stopped to the time it left. We live in Pittsburgh so these Verizon trucks are all over the place. It seems that 4 days is a long time to make a 4 minute repair. 2 days seems pretty long for a response to a medical emergency. Verizon owns the land lines in the area, so switching to someone else woulodn't make a difference. However, I was considering getting a wireless and DSL package from Verizon so we'd have everything on the same bill. I'm not going to do that now. If it takes them 2 to 4 days to fix a simple problem they caused on an old land line I don't think I should trust them with keeping modern technology functioning smoothly.