So I took the first half of the day off today, to be home for the Verizon Fios fiber installation. It was scheduled to happen between 8:30 AM and 12:30 PM. 12:30 came and went, and no Verizon truck. What follows is me venting my tale of woe and ire, and if you want to skip over the rest of this post, feel free.
I called to see what was up with the no show. The only number I could find for Verizon customer service was their main 800-483-4000 number (mind you, I’m looking this up via EVDO on my phone, because I’ve got no broadband at home). After 20 minutes and two attempts to get through their voice recognition system (I hate those), the computer cheerfully told me “just a sec – let me connect you to the automated system that can handle that.” and then routed my call to Collections. Just like it’s done every other time I’ve tried to call them about this.
After getting transfered to the Fios people from Collections, I explained the situation, and that I was upset that I had wasted half a day waiting. The girl (Anna) looked into my order, and what followed was sheer confustion. At first, she said my order was originally scheduled for Jan. 6 (tomorrow), not today, and that there was a note in the order that “customer had been contacted to reschedule the install to Monday 1/9.” That most definitely did NOT happen – I haven’t spoken a word to them since placing the order, and the last they told me the install would happen today, 1/5.
After being put on hold a couple of times, Anna discovered that my order was, indeed, messed up. She said she needed to transfer me to their “Encore” department to re-enter the order, and then she could expedite the dispatcher to get someone out tomorrow or maybe Monday – she promised to call me back and let me know when. She “transferred” me to Encore, and after listening to the silence of the void for 15 minutes, I gave up. At this point, I was livid, and needed to get to work.
To my mild surprise, Anna did in fact call me back, and even better, had “Encore” on the line with us to re-enter the order. That’s when it got really weird. The Encore guy repeatedly said that their system said that my new phone number (since we moved) simply did not exist in their system. Even though it’s worked fine since the last time I had to jump through hoops for them. At one point he said “well, you must be getting your service for free, because you’re not in our system.” That caused my confidence in them to surge…
At any rate, after 30 minutes or so, we got the new order entered, and Anna called me back later to say that she wasn’t able to schedule someone to come out tomorrow (Friday), but she’d try for Monday. At this point, I’m waiting to hear back from her to see. I’ll update as this saga continues to unfold.
Of course, given the fact that this is all for super fast 15Mbps broadband, I don’t expect you all to feel very sorry for me. 🙂 But I wanted to vent, anyway. Thanks for reading.