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Customer Service, Verizon Style (Part II)
Posted Sep 11 2009 2:12pm
I've been having lots of trouble with my DSL.
We had to go back to dial-up for nearly a week.
It was enough to make a grown woman weep.
Mostly, it just pissed me off.
I've talked to the fine folk in India more than I've talked to my own flesh and blood.
Maybe talk is the wrong word.
I waited to talk.
At one point I was listening to Hawaiian music.
Ukeleles. Lots of vowels. Sounded a lot like
'Maka luna a'ai puka a' a' e' wa nu pu'a'
Try listening to that for 20 minutes.
It will make you wonder why the heck they call it 'Paradise'.
In case you don't know, Verizon's sweet and polite Indian operators have a script.
The third time that I called,
spent 47 hours on hold,
finally got a human being,
she started with the script.
"Please, I like you to check the connection..."
I said, "No."
She said, "I need you to check..."
I said, "No."
I said, "I've gone through all of this with you before.
It is not my connection.
It was not my connection when I called yesterday.
It is not my connection today.
My modem flashes a red light,
my computer tells me that I'm not hooked to the internet.
Yesterday, Verizon called to tell me my connection was fixed.
I had DSL for about an hour.
Now I don't.
I did not unplug anything.
We're going to assume that it was the same problem I had when I called yesterday.
I've already done the whole connection thing yesterday.
I won't do it again."
I don't think she'd ever flipped ahead in the manual.
It took a long time for her to figure out the next step.
It was their problem.
Two days later:
I tried to call to find out when I could expect to have DSL.
As soon as I verified my phone number, I got a message telling me
they were 'aware of my problem and working on a resolution'.
Then they hung up.
What they do with the folk who are not 'valued customers'?
Verizon sent help.
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