Verizon Complaint - Hours wasted on Verizon DSL problem -- do they even care?
Do employees at Verizon have 12 hours to sit around the house waiting for a technician who may or may not show up?
Starting from the beginning, when we moved into the apartment, Verizon DSL was the only option for internet service. So they have a captive audience, why try to satisfy them. In addition, we were required to purchase and pay for unwanted Land Line service, not as part of a money-saving bundle, but because we were told that it was technologically necessary. Does anyone know if that is true, or were we just lied to?
DSL service was basically acceptable, with the usual outages and spotty quality, but no major problems. Until last Thursday morning, 6/10/10, when the land-line phone rang. Apparently a technician was working on something and testing the lines. Since that time, our Verizon DSL service has been out and we can hear other people’s conversations on the Verizon land-line.
We called Verizon that morning and went through the hour-long process or being put on hold, transferred, asked to unplug and reboot the modem, etc. Eventually we were told what we already knew, that the problem was on Verizon’s end and we were assured a technician would be out. We waited. And waited. And waited. At 4 PM, we received a text message that a technician had been dispatched. We waited. And waited. And waited.
At 8:30 PM we called, and were told that the problem was at the Central Office, and that no technician was being sent. Umm, couldn’t they have told us that rather than make us wait around?
Meanwhile, we made a new friend, Vijay in India. Apparently Verizon is unable to pay a technician in the U.S. to come solve the problem, but is more than happy to pay Vijay in India to call us every few hours to let us know he cares that our service is down. While it’s always nice to have overseas phone-buddies, we’d really rather just have the service back.
Vijay assured us again that the service would be restored within 24 hours, and that we should call him if it wasn’t.
So when the service was not restored by Friday night, we called Vijay in India. Vijay very politely read us the script that says how sorry he is, but that the appropriate department in the U.S. is closed for the weekend. I’ve never heard of this service model -- since we continue to be billed over the weekend, can’t they schedule technicians over the weekend? But Vijay in India cares and would like to follow up with us the following week. Except that he’s on holiday Monday and Tuesday. But if it’s not fixed by Wednesday, we should call him. It’s good to know Vijay in India cares that much, even if our local service operation doesn’t.
Sunday night, we decided to call again to make sure a technician would be out in the morning. Sadly, caring Vijay was out, but one of his colleagues cheerfully walked us through the same script. Eventually, the realization dawned that a technician needed to fix the problem. So we were told that a technician would be out Monday. And we were then told that we must remain available and ready to immediately answer the door for the technician during the service “window” of 8 AM to 8 PM. How thoughtful of Verizon to let us know that they will not be sending a technician out at 3 AM, although we would actually be home at that time. This is the same thing they said Thursday, and never showed up or let us know.
One wonders why a Technology and Communications company can’t schedule its technicians better, including proving service on the weekends, and can’t even inform customers when the technician visit has been cancelled. Clearly, Verizon just doesn’t care.
Fortunately we’re moving in a few months. One of the first questions to ask about a new neighborhood will be “Who provides internet service here – are there choices other than Verizon?”