This is an actual email I sent to Verizon 2 days ago regarding an “issue” with their broadband service. I will post their reply in later posts. This is an “opportunity” for them to show how they “provide excellent service” to each customer, even little guys like me. If you are in a service business, like I am, there might also be some lessons to learn. Your comments and thoughts are welcome.
On the evening of March 9 at ~10pm, our DSL service stopped working. The following morning at ~8am, we contacted Verizon for technical support. We spoke to Ivan (empl # Z192506), who told us that the DSL service should still be active and offered to send us to DSL support.
However, before forwarding the call, he recommended that we upgrade to FIOS. I told him that I was interested, but that FIOS would take days and that I needed the internet connection up today. He was extremely pushy, several times refusing to forward my call until I agreed to upgrade. I finally told him that I was only interested in fixing my DSL at this time and that I wanted him to forward the call immediately, which he finally did.
When I spoke to DSL support, they told me that the DSL had been deactivated because an order for FIOS had been put in. I told them that I had not put in an order. They could not tell me who had put in the order, but it was scheduled for March 21, 11 days later. I pleaded with them that I had not put in this order and that I wanted the DSL turned back on, but they said they could not do that. Even if they did, they said it would take just as long to turn on DSL as to get FIOS. They suggested I talk to the billing department.
So, I called the billing department and spoke to a gentleman who confirmed that the FIOS had been ordered, but he said he could not see when or who ordered it. I asked several times to try to find out where this order originated, but he would not say. Instead, he kept telling me to “move on from here”, like he was my psychiatrist. I found his demeanor to be extremely rude, non-empathetic, and condescending. When I asked to talk to a supervisor, he claimed he was a supervisor. I asked him why the DSL had been turned off before the installation, and he said that this was a possibility and that Verizon made no guarantees as to how long DSL would stay active before FIOS was connected. I told him that, if true, that would be a horrible way to do business and that Verizon customers would all object, but again he kept making it seem like I was the problem because I would not just accept what was happening and go happily away.
Today (March 14) I called again and spoke to a gentleman named Harry (empl# V119648). Harry was very helpful. He confirmed the order for March 21, and also told me that it was Ivan (empl # Z192506) who had put in the order, DESPITE MY TELLING HIM NOT TO!!! Harry also told me that the order had been entered wrong, leaving the default to disconnect DSL immediately, rather than having it disconnected when FIOS was installed.
In the meantime, my wife and I have been using our iPhone Mobile Hotspots (from Verizon) to access the internet for our home computers. I don’t know if we are going to go over our 2G limit on our phone’s mobile hotspot data plans, but we really have no choice.
Here is what I am asking for:
1) Immediate restoration of our DSL service for the period between now and next Monday March 21 when FIOS is going to be installed. However, I still want the FIOS installation at this point to go forward on Monday.
2) Waiver of ALL installation charges for FIOS service, since we did not order it.
3) Credit for DSL service for the time between March 9 and the day we have FIOS installed.
4) Credit for any overage charges we incur on our cell phones in the interim period before FIOS is installed.
5) Written (on paper) apology for being given misleading information, for being signed up for FIOS without our permission, and for being treated with such lack of respect by Verizon.
My other recourse is to consider this transaction as fraud, and report it as such.
I await your response.