Verizon Complaint - The DSL Upgrade Nightmare
WEIRTON, WEST VIRGINIA -- Below is a letter that I wrote to Verizon customer service about my ordeal with getting my service UPGRADED - you would think if I'm going to spend more money that they would get it right. Hope you enjoy!
To whom it may concern:
I have been a Verizon customer in one area or another for 14 years for home service and currently have several Verizon cell phones with my family that we have maintained for around 6 - 8 years. Up until this point (March 23, 2009) I have enjoyed outstanding customer service.
On the evening of March 8th or 9th (I’m not sure) I spoke with someone in the sales department and wanted to upgrade my DSL service from 768k download to the 3Mb download speed. He was very nice and explained everything to me including that my service would be active within 24 hours. The following evening I checked my internet speed and I was still at the slower rate, being a computer tech I restarted my modem and router to no avail. I then called the tech support number and checked on the status of my order. To my disbelief the computer told me I would have to wait until today, March 23, 2009. I then called and spoke with a representative who did her best to assist me and in the end filed a trouble ticket for me. The following day I was notified that my service activation date could not be increased any faster. I accepted this and expected my service to be activated on the 23rd.
The following day I called and spoke with ***** and expressed my dissatisfaction with the service I have received thus far and requested a credit because of the many hours I spent dealing with the broken promise from the sales department and the “stone wall” of the central office that in their lack of resolution to the matter conveyed this message to me: “We at the central office don’t really care what sales promised to you – It will be activated on March 23rd and may take up till 6PM.” ***** agreed and gave me a credit of $43.98 and told me that I would have to call a toll number (410 954 6260) to the billing department the following day (because the billing department was closed) to request it because he cannot put the credit on himself. The catch on this is that I work during the hours that your billing department is open and I cannot call at that time. Let alone clinging to the hope that person on the other end doesn’t make me jump thru hoops or do jumping jacks while singing the National Anthem of some country that is the size of Manhattan Island to get the credit promised to me. I have not called yet for the reason’s I outlined above.
At this point I waited patiently until today March 23, 2009, the second date promised to me that my service will be activated. I get home and test my speed – still at the 768K speed. I did all the techie things of restarting my DSL modem and router. Nothing – just my original service (I even waited until after 6pm, just like the all knowing central office stated). I then called again at 6:30pm and spoke with another representative in your overseas call center whose name I could not get (she said it but I couldn’t understand her pronunciation). She did all the testing on the lines and stated that my service was showing that I should be getting my 3MB download. She went thru and filed another trouble ticket and forwarded it to the omnipresent central office for review. When it was done I asked to speak with her supervisor. She told me that she had done everything correctly and there was nothing else her supervisor could do to make things go faster and that she was currently in overtime. I again requested a supervisor and after holding she said that at this point she was unable to provide me with a supervisor because her shift was over at 7pm and it was now 7:30pm. She again told me that everything was done properly and that I should have a resolution within 24 to 48 hours. So I thanked her for her effort and we hung up.
I promptly attempted to call back and get someone who would be still on their shift to get me a supervisor. When I connected to an agent, they began to greet me and just before they said their name I was dumped back into the main menu. Be it your phone system had a problem or it was the same representative who just didn’t want to deal with me (to my defense I have been in her position previously with AT&T wireless and do not yell or scream at these hard workers because I didn’t like it done to me and it’s not their fault, but I am stern but polite in my requests as they are no more that what I was promised) this made me very VERY unhappy.
On my third call this evening I was pleasantly surprised to have a North American call center on the line. The representative was **** and she worked very hard trying to help me. After some more diagnostics she was able to explain to me that for some reason the almighty central office made a mistake and my service most likely had a pointer to both the 768K and the 3MB service and the system defaulted to the slower speed. She also verified that the ticket was correct (which it was) and attempted to try and fix the problem from her end. In the end the ticket stands because there was no way she could fix it. I thanked her for her assistance and asked for a supervisor to express my dissatisfaction and to obtain your address. She graciously obliged and I spoke with *** for a little who also verified the ticket was correct again. I believe that these two reps deserve kudos for their dedication to helping customers, as we both know without me and the hundreds of thousands of other customers like me who bust our humps to make a living so that we can pay your bills so you can have your 6 and 7 figure incomes. All we ask for is customer service reps that actually care and are willing to help us in our time of need, it also really helps when you can speak with someone who has a better grasp of the English language so that the problem can be universally understood.
In conclusion I would first like to apologize for the cheap shots that I have taken thru this letter. It was my intention to make you laugh as I am trying to at this point, because if I don’t I would most likely die early from holding in stress and frustration. I also want to point out that I am not looking for any additional compensation from you. I feel that my 2 months of my previous DSL charge ($43.98) is sufficient (as long as I receive it), however I am also not opposed to you offering anything additional you may feel appropriate. I would also like to express that I WAS very interested in getting the Verizon FiOS when it became available in my area. However after this ordeal, once I have the service promised to me I am going to keep it that way to avoid all the hassle and just deal with my Cable provider for my TV. I just hope that my letter will inspire whoever reads this to seriously look into having their reps give more realistic timeframes to the customers. Like Scotty did in the Original Star Trek. He would tell Capt. Kirk it would be 2 hours and deliver the repair in under that. It’s a bad analogy I know but it gets my point across. I thank you for your time spent reading this and hope you got a laugh or two about this, but please know that I am very serious when I tell you that I will no longer recommend your services to family, friends, and customers of the Tech company I work for until I receive acknowledgment that the matters I have outlined here are being dealt with – most importantly the sales department.
Thank You Again
After I wrote this letter and mailed it my service was still not at the 3mb speed. I spoke with over another 8 or so reps and I was told by the Demi-gods who call themselves the Central Office that I can't get the 3mb service because I am too far away from the main office (by a little over 1000 feet - yes I asked and that is accurate if you can trust these people) and that I can only get the 1.5mb service and they would be glad to set that up and still bill me the same amount for the 3mb service. After that I went and called the billing department who verified i got my credit from earlier but that they could not help me with the pricing and would not issue any additional credit. At this point I had given up. I called my cable provider (comcast) who was very happy to assist me in getting 6mb service for not much more than i was paying for for verizon at the 3mb. So my recomendation to anyone is tell verizon to shove it and go a different route.
Please Leave me a comment if you read this - thank you.