Posts Tagged ‘bad customer service’


How Many Verizon Employees Does it Take to Connect
a Wire?

Congratulations, Verizon. I know you’re honored to receive this award. In case you don’t know how you happened to be chosen, allow me to tell you my story.

I finally made it into the millennium and got a smartphone, which is infinitely smarter than your customer service people seem to be. I canceled my landline service, with corresponding re-routing of the internet service on my laptop to “dry loop” (does that mean the wires on a phone connected to the internet are “wet loop?” Sounds kinda risky to me). This re-routing process, as the customer service rep who took the information (and at least five subsequent tech support reps) informed me, is supposed to happen automatically with no interruption in internet service. Which it did, if “no interruption” can be defined as “bit the dust for eight days with thirteen (literally; I counted) hour-long phone calls to Verizon in vain attempts to fix the problem, with the complete impossibility of speaking with the same person twice.”

Every day on the phone (often after more than twenty minutes to even find my account in the system), it was like the calls before never happened, and I had to start from scratch every time, like in “Groundhog Day.” “Put on your booties, ‘cuz it’s cold outside —it’s Verizon Clusterf*ck Day!”

The highlight was the day when, after ten calls and twenty minutes of waiting for the twit on the other end of the phone to find me in the system, he finally came back on the line and said, “So what’s the problem again?”

“Okay,” I said. “I think I need to hang up now, because I’m going to lose it.” I put the phone down and hollered into the sink.

When I finally spoke with a supervisor who at last seemed to figure out what the problem was (my internet service was apparently still connected with the landline phone number that no longer existed, and a missing wire also seemed to be involved), he promised that my service would be back up the next day. It wasn’t. Since he actually told me his last name and location, I tried to contact him to see what happened, figuring I might have better luck with someone who at least seemed to have decent critical thinking skills and already knew my situation.

Alas, my efforts to locate this person were in vain. The office he was in, in Andover, Massachusetts, I naively thought would be easy enough to find via Google or Smartpages. But as I soon discovered, Verizon, any actual offices of yours seem to be in an alternate dimension on the time-space continuum, like the island on “Lost.” I know it must be there, but I can’t ever get to it. Perhaps it’s stuck in 1974 before the internet existed.

The 12th call finally yielded an allegedly scheduled visit from tech support the next day, in one of those 4-hour blocks (this is done so that the tech people can catch up on daytime TV in between appointments, without having to stick to an actual schedule). Yes, I said “allegedly scheduled visit.” This is because they didn’t show up. And when I called around 11:15 (call number 13), I found out that, after the 45-minute call the night before, the person I talked to figured out that something needed to be connected in the office (a few brain circuits, perhaps?), so they didn’t need to come out. Of course, no one called to tell me that.

Finally, the supervisor I talked with checked into the Grand Clusterf*ck and, miracle of miracles, got my service back on (thank you, Karen — you were a beacon of light in the depths of the abyss).

Thank you, Verizon, for giving me a few more gray hairs in my eyebrows to pluck. Keep up the good work. If you play your cards right, you’ll torture enough customers to put the company out of business. One can only hope …