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After reading and talking to some of you yanks I have come to the conclusion that the majority of you are getting jacked when it comes to high speed internet.
My 10Mbps line has been down once 1-2 times for scheduled maintenance in 2 years. No more. Also I pay 43$ (tax included) monthly which is like the price of 3 postage stamps in the united states.
My 10Mbps line has been down once 1-2 times for scheduled maintenance in 2 years. No more. Also I pay 43$ (tax included) monthly which is like the price of 3 postage stamps in the united states.
Bode - 100 Holy Paladin - Lightbringer
Residential is one thing.. and i have no qualms with Verizon's service once it is all set-up.
But wehn a company is designated to setup DSL and a T1 for 2 seperate buisness locations, I expect some kind of word of a unqualified DSL line BEFORE they tell me that they have installed it already, and word that the T1 installation has been pushed back 20 extra days wehn our move date is less than a week away.
this is bad, and waht's worse... politically, it's all my fault for trusting them to do waht they say they are going to do and not tell me that everything is going fine wehn it in fact is going very very bad.
that and the fact that it took me 8 hours of phone tag and talking to over 20 different Verizon employees to find out ANY of this information.
But wehn a company is designated to setup DSL and a T1 for 2 seperate buisness locations, I expect some kind of word of a unqualified DSL line BEFORE they tell me that they have installed it already, and word that the T1 installation has been pushed back 20 extra days wehn our move date is less than a week away.
this is bad, and waht's worse... politically, it's all my fault for trusting them to do waht they say they are going to do and not tell me that everything is going fine wehn it in fact is going very very bad.
that and the fact that it took me 8 hours of phone tag and talking to over 20 different Verizon employees to find out ANY of this information.
You probably already know this but when speaking to customer reps:
1. Get names, write them down. Take a second and verify name so person knows you are writing it down.
2. Explain the situation clearly. Concisely. They don't want your life story.
3. Once done giving a short synopsis ask if they can help you or put you in contact with someone who can deal with it.
4. If after multiple contacts with no resolution let them know "I have been in contact multiple times with no resolution, can I speak to your supervisor?". If they say they dont have a supervisor they are lying. They always have supervisors or people that monitor calls for quality assurance purposes. Let them know that you will take it up higher up the chain and that you will be sure to mention that they refused to give you supervisors name. (This is where having the customer reps name is key because if you say 'john if you wont give it to me I am going to get a hold of them no matter what. When I do get a hold of them I will make sure that I tell them that you John Johnson refused to give me the info' they will usually backpedal).
5. Answer any mind numbingly boring or inane questions they have quickly and to the best of your ability even if you have already answered it. It sucks but it helps cut through red tape. They arent asking them for sh[b][/b]its and giggles but because it is required.
6. If you have a useless Customer Rep hang up and call back for a new one.
7. They might try to deflect you or give you guff. However if you are persistent, calm, see through their lines and keep at them you usually get some sort of resolution.
Edited, Mon Jan 23 09:16:49 2006 by bodhisattva
Edited, Mon Jan 23 09:23:13 2006 by bodhisattva
1. Get names, write them down. Take a second and verify name so person knows you are writing it down.
2. Explain the situation clearly. Concisely. They don't want your life story.
3. Once done giving a short synopsis ask if they can help you or put you in contact with someone who can deal with it.
4. If after multiple contacts with no resolution let them know "I have been in contact multiple times with no resolution, can I speak to your supervisor?". If they say they dont have a supervisor they are lying. They always have supervisors or people that monitor calls for quality assurance purposes. Let them know that you will take it up higher up the chain and that you will be sure to mention that they refused to give you supervisors name. (This is where having the customer reps name is key because if you say 'john if you wont give it to me I am going to get a hold of them no matter what. When I do get a hold of them I will make sure that I tell them that you John Johnson refused to give me the info' they will usually backpedal).
5. Answer any mind numbingly boring or inane questions they have quickly and to the best of your ability even if you have already answered it. It sucks but it helps cut through red tape. They arent asking them for sh[b][/b]its and giggles but because it is required.
6. If you have a useless Customer Rep hang up and call back for a new one.
7. They might try to deflect you or give you guff. However if you are persistent, calm, see through their lines and keep at them you usually get some sort of resolution.
Edited, Mon Jan 23 09:16:49 2006 by bodhisattva
Edited, Mon Jan 23 09:23:13 2006 by bodhisattva
Bode - 100 Holy Paladin - Lightbringer
It's not worth the money you save getting DSL from Verizon, they'll Fu[b][/b]ck you over like a cheap french hooker.
Bite the bullet and pay more for Cable from someone else, I did it a year and a half ago and I've never regretted it.
Bite the bullet and pay more for Cable from someone else, I did it a year and a half ago and I've never regretted it.
bodhisattva wrote:
You probably already know this but when speaking to customer reps:
1. Get names, write them down. Take a second and verify name so person knows you are writing it down.
2. Explain the situation clearly. Concisely. They don't want your life story.
3. Once done giving a short synopsis ask if they can help you or put you in contact with someone who can deal with it.
4. If after multiple contacts with no resolution let them know "I have been in contact multiple times with no resolution, can I speak to your supervisor?". If they say they dont have a supervisor they are lying. They always have supervisors or people that monitor calls for quality assurance purposes. Let them know that you will take it up higher up the chain and that you will be sure to mention that they refused to give you supervisors name. (This is where having the customer reps name is key because if you say 'john if you wont give it to me I am going to get a hold of them no matter what. When I do get a hold of them I will make sure that I tell them that you John Johnson refused to give me the info' they will usually backpedal).
5. Answer any mind numbingly boring or inane questions they have quickly and to the best of your ability even if you have already answered it. It sucks but it helps cut through red tape. They arent asking them for sh[b][/b]its and giggles but because it is required.
6. If you have a useless Customer Rep hang up and call back for a new one.
7. They might try to deflect you or give you guff. However if you are persistent, calm, see through their lines and keep at them you usually get some sort of resolution.
Edited, Mon Jan 23 09:16:49 2006 by bodhisattva
Edited, Mon Jan 23 09:23:13 2006 by bodhisattva
1. Get names, write them down. Take a second and verify name so person knows you are writing it down.
2. Explain the situation clearly. Concisely. They don't want your life story.
3. Once done giving a short synopsis ask if they can help you or put you in contact with someone who can deal with it.
4. If after multiple contacts with no resolution let them know "I have been in contact multiple times with no resolution, can I speak to your supervisor?". If they say they dont have a supervisor they are lying. They always have supervisors or people that monitor calls for quality assurance purposes. Let them know that you will take it up higher up the chain and that you will be sure to mention that they refused to give you supervisors name. (This is where having the customer reps name is key because if you say 'john if you wont give it to me I am going to get a hold of them no matter what. When I do get a hold of them I will make sure that I tell them that you John Johnson refused to give me the info' they will usually backpedal).
5. Answer any mind numbingly boring or inane questions they have quickly and to the best of your ability even if you have already answered it. It sucks but it helps cut through red tape. They arent asking them for sh[b][/b]its and giggles but because it is required.
6. If you have a useless Customer Rep hang up and call back for a new one.
7. They might try to deflect you or give you guff. However if you are persistent, calm, see through their lines and keep at them you usually get some sort of resolution.
Edited, Mon Jan 23 09:16:49 2006 by bodhisattva
Edited, Mon Jan 23 09:23:13 2006 by bodhisattva
This is definalty Grade A info, but this is beyond even any of that... wehn even the managers and supervisors don't know waht they hell's going on and dodge your calls...
and now I will eat their souls
Kelvyquayo, Eater of Souls wrote:
and now I will eat their souls
Shall I get you a Freshmaker or are you good?
That's some pretty good advice from Bodhi. I did a lot of those same things with a recent ongoing dispute with Comcast cable's high-speed service.
I'd just add that if the customer service reps are still giving you a dead-end and they're hesitant to put you through to the next level (like a supervisor), it helps quite a bit if you ask them for the address of the corporate headquarters. That usually gets their attention real quick, especially if your service provider is outsourcing the call centers to a separate vendor.
Kelvy, I know how frustrating that must be. Hopefully if you've documented your attempts well enough, then your boss(es) will not put too much of the blame on you for someone else's utter incompetence.
I'd just add that if the customer service reps are still giving you a dead-end and they're hesitant to put you through to the next level (like a supervisor), it helps quite a bit if you ask them for the address of the corporate headquarters. That usually gets their attention real quick, especially if your service provider is outsourcing the call centers to a separate vendor.
Kelvy, I know how frustrating that must be. Hopefully if you've documented your attempts well enough, then your boss(es) will not put too much of the blame on you for someone else's utter incompetence.
Also keep in mind that us customer service folks have absolutely nothing to do with the problem your having.
As angry as you are, yelling at us is not going to want to make us go out of our way to help you.
A simple, "Listen, I know this isn't your fault..." at the begining of the conversation will do wonders to help us go the extra mile to help you out.
As angry as you are, yelling at us is not going to want to make us go out of our way to help you.
A simple, "Listen, I know this isn't your fault..." at the begining of the conversation will do wonders to help us go the extra mile to help you out.
"The Rich are there to take all of the money & pay none of the taxes, the middle class is there to do all the work and pay all the taxes, and the poor are there to scare the crap out of the middle class." -George Carlin
Quote:
4. If after multiple contacts with no resolution let them know "I have been in contact multiple times with no resolution, can I speak to your supervisor?". If they say they dont have a supervisor they are lying. They always have supervisors or people that monitor calls for quality assurance purposes. Let them know that you will take it up higher up the chain and that you will be sure to mention that they refused to give you supervisors name. (This is where having the customer reps name is key because if you say 'john if you wont give it to me I am going to get a hold of them no matter what. When I do get a hold of them I will make sure that I tell them that you John Johnson refused to give me the info' they will usually backpedal).
The only downside to this is that depending on the reasoning some companies encourage their employees to discourage a manager transfer. Granted Kelvy's is legit, but I did a very short stint for JP MoRGAN Chase/Bankone before I moved onto Ford Credit (both past jobs now) and Chase actually told it's customer service reps and collectors to tell a customer "that is not a manager issue for transfer, I'm sorry but a manager will not take that call"
bodhisattva wrote:
You probably already know this but when speaking to customer reps:
4. If after multiple contacts with no resolution let them know "I have been in contact multiple times with no resolution, can I speak to your supervisor?". If they say they dont have a supervisor they are lying. They always have supervisors or people that monitor calls for quality assurance purposes.
4. If after multiple contacts with no resolution let them know "I have been in contact multiple times with no resolution, can I speak to your supervisor?". If they say they dont have a supervisor they are lying. They always have supervisors or people that monitor calls for quality assurance purposes.
Just an FYI - when you ask to speak to a supervisor, you are most likely actually just speaking to another rep in the call center - at least that has been my experience.
Yeah your usually placed on hold while the current rep your talking to brief's their cubicle mate on the situation. Usually the whole "call monitoring" thing only catches 10-20 of that person's calls for the whole day on average. So if they handle a large abundance of inbound calls, you roughly have a 25-30% chance your call was actually recorded or listened to by another rep.
if you guys knew the entire story, I'm sure you'd be as amazed as I am at the utter fragmented, incompetent, and total dis-orginization, and mis-communications from which has stemmed one of the larger crisis' of my career.
managers? fuggetaboutit.
maybe I'll tell it wehn all is said and done if I feel like thinking about it.... right now, I'm in the midsts of disaster. pity me
managers? fuggetaboutit. maybe I'll tell it wehn all is said and done if I feel like thinking about it.... right now, I'm in the midsts of disaster. pity me
Their cell phone service is evil as well 
I'd been using my cell phone for over 2 years, so I've gone through the whole contract w/o much incident, a minor address and service issue during the first couple of months. I decide to change providers so it'll be cheaper to talk to my girlfriend, so I call them up and end service, after I've gone online and paid in full everything due. There's apparently a final bill drawn up for that small amount of airtime that I encroached on into the next month, amounts to $10. When I signed up 2 years ago, I had paid a ~$130 deposit, refundable. So I talk to the service rep, and they say they can take the final bill out of the refund and send me the remainder, 2-3 business weeks for check processing. "Yay!" I thought, looking forward to (but not counting it into the budget) $120 coming to me in the mail.
A month passes, and I get an envelope from Verizon.
A bill for $10.
I call up, and they say there was a delay in processing, and they'll mark the matter urgent and 2-3 business weeks.
A month passes, and I get an envelope from Verizon.
A bill for $10.
I call up again, and they tell me it takes 60-90 days for the refund to be processed in that fashion (taking the bill out of the refund and sending the remainder) because that's just how their system works. It's been 60, 90 will be next month, I should get it then.
A month passes.
A bill for $10.
[:explodinghead:]
I call them up again, they send in something to their priority unit.
A month passes.
Finally get the check.
*never* using their services again.
I'd been using my cell phone for over 2 years, so I've gone through the whole contract w/o much incident, a minor address and service issue during the first couple of months. I decide to change providers so it'll be cheaper to talk to my girlfriend, so I call them up and end service, after I've gone online and paid in full everything due. There's apparently a final bill drawn up for that small amount of airtime that I encroached on into the next month, amounts to $10. When I signed up 2 years ago, I had paid a ~$130 deposit, refundable. So I talk to the service rep, and they say they can take the final bill out of the refund and send me the remainder, 2-3 business weeks for check processing. "Yay!" I thought, looking forward to (but not counting it into the budget) $120 coming to me in the mail.
A month passes, and I get an envelope from Verizon.
A bill for $10.
I call up, and they say there was a delay in processing, and they'll mark the matter urgent and 2-3 business weeks.
A month passes, and I get an envelope from Verizon.
A bill for $10.
I call up again, and they tell me it takes 60-90 days for the refund to be processed in that fashion (taking the bill out of the refund and sending the remainder) because that's just how their system works. It's been 60, 90 will be next month, I should get it then.
A month passes.
A bill for $10.
[:explodinghead:]
I call them up again, they send in something to their priority unit.
A month passes.
Finally get the check.
*never* using their services again.
This is because Verizon is run by Satan. Their residential service is a total crapshoot, based more on your location than their quality of service or expertise. Their customer service reps could care less, and their managers are pissy and unresponsive. I say cut through the middleman and just write the corporate office. Then call your local media outlet and tell them you have a consumer alert story.
My husband and I used Verizon for our cell phone for about 6 years. Never had a problem with them until I switched to Cingular (we decided to bundle all our local, long distance, cell, DSL and satellite TV service all into SBC and get just one bill). From that point on Verizon just gave us the run around. It took at least 3 months to get the final bill straightened out. I never thought I could see my husband's face get as red as his did trying to get the whole mess resolved.
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are you even slightly supprised?
I never thought they they could be even THIS disorganized. I have dealt with Verizon many times in the past along with other similar companies, but I never imagined in the slightest that this kind of cluster-fu[b][/b]ckery of sevice could be expected from any company that is still in buisness.
Kelvy, are there no other T1 providers in your area? When one f[b][/b]ucks up that bad, orders get cancelled and the competitor who will get your service turned on in time is the new winner. T1's usually have a contract negotiation where if you sign for more than 12 months, most companies will bend over backwards for your service. I've been in your shoes before and that's how I resolved it.
Good luck.
Good luck.
Kelvyquayo, Eater of Souls wrote:
Quote:
are you even slightly supprised?
I never thought they they could be even THIS disorganized. I have dealt with Verizon many times in the past along with other similar companies, but I never imagined in the slightest that this kind of cluster-fu[b][/b]ckery of sevice could be expected from any company that is still in buisness.
very sorry you are having to deal with them in this light. i am so glad i left the old GTE territory and am not in a Verizon lec area. i sadly have to deal with sprint, but ehh still better then GTE ever was at their best.
see posters reply above me about the T1, he is dead on. I have seen it several times and in most cases when you start getting other providers involved YOU are the winner. prices start to drop, freebees start to flow, etc...
good luck with it.
well. I've arranged a backup plan to get a satelitte dish installed at both sites, which can definalty be done by our dead-line of this weekend.
all of the other placed I've spoken too are going to take too long, and we're hosting to crisis centers in 5 counties... downtime is not an option.
Unfortunatly I have to wait til tommorow to find out if Verizon is going to get it's **** together on time or not.
Either way, I think my *** is covered for now...... fu[b][/b]ck was I stressing this entire weekend over this...
thanks for supporting my whining
all of the other placed I've spoken too are going to take too long, and we're hosting to crisis centers in 5 counties... downtime is not an option.
Unfortunatly I have to wait til tommorow to find out if Verizon is going to get it's **** together on time or not.
Either way, I think my *** is covered for now...... fu[b][/b]ck was I stressing this entire weekend over this...
thanks for supporting my whining
Verizon sucked back when it was Bell Atlantic, too. I worked with them to get a T1 line installed at a Reston, VA site; gave up after two weeks of no action, gave my company's business to Sprint. Sprint screwed it up too, but they did so in a more timely fashion and were able to both **** it up and fix it again in less time than I spent on the phone with Verizon.
Verizon is bunk.
Good to see you found an alternative.
Personally I would phone them up, let them know the deal and that you will be looking for another option. The two T1 lines are no small deal so losing those will get them moving. Look at any paper work or service contracts you signed before hand for the installation (if any) and see if their are guarantees for dates or such thing.
Also blast off an e-mail of the story to a local media consumer watch dog and Verizon Corporate website. Probably just shots in the dark that will see no results but it takes 5 min to type an email. If you dont speak up nothing is going to happen. Also just spread the word to friends and business type people.
Good to see you found an alternative.
Personally I would phone them up, let them know the deal and that you will be looking for another option. The two T1 lines are no small deal so losing those will get them moving. Look at any paper work or service contracts you signed before hand for the installation (if any) and see if their are guarantees for dates or such thing.
Also blast off an e-mail of the story to a local media consumer watch dog and Verizon Corporate website. Probably just shots in the dark that will see no results but it takes 5 min to type an email. If you dont speak up nothing is going to happen. Also just spread the word to friends and business type people.
Bode - 100 Holy Paladin - Lightbringer
Has anyone else noticed that Verizon is an anagram of "Spawn ***** hell bastards"?
If you take some letters away and add some others
If you take some letters away and add some others
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