Verizon Complaint - Letter to the CEO
Resolution Update on 03/21/2010:
I am marking this as resolved because I was called the day after I sent the email by a representative from Verizon that wanted to bend over backward to make the situation right for me. I told him my main concerns were for the lack of cutomer=friendly systems to get and disseminate information and he gave me the company line in response. My install was done to my satisfaction, even though erroneous emails and automated phone messages continued to come to me. I only had to call the rep to get them straightened out. This should have confirmed to the rep that my concerns were valid and that their company needed to work on serving the customer. They may never get it right, but my situation was taken care of.
Let me tell you a little story, Mr. Seidenberg.
My Verizon business DSL line was disconnected for lack of payment
This happened because, contrary to the billing address I gave the representative who took my order, my bills were sent to the office where the DSL line was installed. This office happened to be in a federal building in Florida. My company has a suite there where we have four people working. This is a temporary facility that has no mailing address. The folks in the mailroom had never heard of my company because our jobsite was the Federal Courthouse across the street from our field office. They sat on the bills or threw them away. There was no reason to be concerned because we assumed the bills were being correctly sent to an address in Tennessee where our AP department resides.
It took 3 weeks to get us back online
I called Verizon and got the usual treatment:
· A search for an appropriate phone number that turned out to be incorrect
· A bunch of automated messages that had no relationship to my needs
· A series of confounded requests to speak to a representative
· A representative that put me on perpetual hold so I could start again
· Finally a representative that would listen to me but only fed me the line that Verizon was sorry for the apparent mix up but they couldn’t reconnect my service until the check showed in the system as being cleared.
It was three weeks until that was resolved. I had to call to get the service turned back up again even though the checks had cleared.
We needed to move offices
Literally 2 weeks later, my project manager tells me there is now space to move into the building across the street where the project is underway. I dread having to call Verizon to get this in the works but I do so and am pleasantly surprised to get a woman who actually seems to want to help me. I explain how I want to move the service across the street. She is pleasant but it takes 3 days to get the new location “provisioned” because there is a discrepancy with suite numbers in Verizon’s records regarding the Federal Courthouse. She however was able to get an email into my inbox saying this new order was in place. Another email said I would be seeing a Verizon technician on March 5th which is a Friday. The email said that I could call a number to change that date if it was inconvenient. It was. We have no employees there on Fridays.
I called to change the install date
I called the first time and explained that the technician couldn’t do the install on Friday because no one would be there. They rescheduled it for the 8th. It was in the notes in the Verizon database. The 8th was my day.
The next day I get another email, not a bit unlike the first email. It said to expect the technician on the 5th.
I called back to reschedule. Again. The representative assured me that the 8th was in the notes and that I was all set for that day.
I get a call from a technician on the 5th wondering why I am not onsite
Really. I know it’s hard to believe, but the word never got to the guy performing the work. He called me and was confused by the fact that he was supposed to be there on the 8th. He even called me back to verify he needed to be there between 8:00 AM and 5:00 PM on the 8th. I told him that was correct. The 8th was my day.
On the 8th, the technician never showed
When I called Verizon (again going through the usual phone gyrations trying to get to the right department and getting put on hold, disconnected, calling back, yada, yada) I was told that my install date is set for the 11th.
Thursday the 11th I am out of town
I pleaded with the representative that a technician needed to be there today to get this accomplished this week. She assured me that “Provisioning” told her the 11th is the soonest date for install and that a technician couldn’t possibly be out today. In all the annoyingly redundant emails I got from yet another automated Verizon service, not one told me the 11th was the real date I would get my service installed. Two or three of the emails warned me that I would be charged $199.00 if I didn’t show. None of the emails consoled me into believing I would get a credit if the technician failed to show.
I wish I could say this was an anomaly but I can’t
Every experience I have ever had with Verizon has been an unpleasant one. Even the ones where the install occurred on the scheduled day. I will make sure that I exhaust all possible opportunities to get an Internet connection at the many field sites I setup each year from another source before I call Verizon again. You have no grasp on customer service. You have designed your customer-facing systems to insulate your employees from the customer. You have gotten too big and arrogant to care about anything or anyone. With regard to my own finances, I made it my personal quest to never spend another one of my dimes on your company and am glad to say I have kept that promise since 2004 when I dumped my home phone service.
Mr. Seidenberg, I would be ashamed to have my name associated with this company. I can only pray that you will actually see this post and recognize that your company needs to change its ways. I assume, though, like all your customer-facing systems at Verizon, this email address is just another frustrating facade to true customer service.