Verizon Doesn't Get It (Customer Service or My Business)
Posted: May 21, 2009
Apparently Verizon just doesn't understand customer service. Below recounts the ordeal I have had to endure to try to become a customer. No matter how good FIOS is, it isn't worth this. I hope someone from Verizon reads this and takes it to hear how many opportunities they had to make me a satisfied customer and what a good job at ensure I'm not one.
An Open Letter to Verizon:
On May 11th, I ordered the FIOS triple play (phone, internet, tv) online for my new residence in Virginia from my current residence in Pennsylvania (using my simple to install Verizon DSL). The online process was fast and simple. I did get an error through when I tried to schedule the installation. It gave me the default date of 5/19 which was unacceptable since I was moving in that day. I tried to change the date but when I selected 5/27 it gave me an error saying the time wasn't selected (which it was) so I had to select 5/19 to get the order to go through.
Two days later I received a call from customer service informing me the current resident still had service there. I missed the call so I called the number in my confirmation email. When I gave the operator my conformation number she responded that that was a Virginia order and I needed to call the office that handles those. I'm a bit unclear as to why you have one number to call if it takes you to the wrong place. The operator gave me the direct number to call (which I believe had a Richmond, VA area code). I hung up and called the new (direct) number in VA. In a few moments I was told I had the Pennsylvania office (even though I dialed Virginia. I'm very unclear how I got transferred back to the wrong state when I called a direct line. I was given another direct number to call and transferred to that office.
When I finally got a hold of someone in the correct office I thought I was making progress. Since I knew the resident had already placed the order to cancel the other utilities, I asked CS to check contact the current resident since the problem was on their side not mine. I also asked to reschedule the installation since the original date was unacceptable. The CS representative was able to talk to someone and offered me the installation date of 5/21 which was fine (although I would have preferred 5/20). The CS representative asked if it was ok to bring “dispatch” on to the line to confirm the appointment. I was placed on hold and then shortly disconnected. The irony abounds that I got disconnected while taking to the phone company. (If you look up this call, please note how long it took to bring up my record, at one point I thought I was disconnected it was so quiet on the operators side. I wasn't placed on hold, she was just waiting to see what was going on)
On 5/18, I received another call which I missed informing me the current resident had not canceled their service. I was rather busy packing and moving so I was unable to return the call.
On 5/20, I received another call about the current resident. While the CS representative asked about the current resident, I again stated that I knew that former resident had cancelled all the other utilities and since I'm now occupying the house, I'm sure they are no longer using the service. I asked her to check if there was still service here. She looked up the actual account information and saw that the service was disconnected on 5/18. She had called in reference to notes in my recorded but had not verified the information directly until I asked.
At this point, I'm all set to proceed with the installation but due to the delay caused by your inability to verify that the service was being canceled ensured that I couldn't get an install date anywhere close to when I wanted. The only dates available, the Friday before (5/22) and Tuesday (5/26) after Memorial day, were not acceptable since your installers require such a huge time window to show up (8am-5pm). The next available slot is 5/30.
I wanted to get FIOS since I heard about the amazing product and the great customer service. At this point I'm not very impressed but on the positive side I have a week and a half to take a look at the competition. Perhaps that can better serve my needs. I was all gung-ho about getting FIOS, but I wanted to thank your installation team for letting me take a step back and really decide if I want to be a customer of Verizon.
I received a mailer from Cox. They advertise that they can install the next day. I called them, talked to one person (without needing to be transferred) and they were out the next day to install all my services.
On 5/21, I called Verzion's call center to cancel my order. Even that was an ordeal. I called the number in the order confirmation email. I was asked by the automated system what I wanted to do and I was able to selected FIOS and cancel order. I was then connected to a person who said she didn't handle FIOS. She transferred me to a person who could cancel my order. I was then informed I was at the wrong call center and was transferred to a different location. I then entered the same voice prompts as before (FIOS, cancel, home account) and was connected to a real person. Once again the operator couldn't deal with FIOS so I was transferred to another person. Before my call was answered I was put on hold for a few minutes. The call took me over 22 minutes to simply cancel an order and required speaking to 4 different people. Cox was able to take my order in less time than that.
I'm am now feeling very relieved that I went forward with Cox instead of with Verizon. I can't handle dealing with you on the on-going basis. This was a horrible experience.
5/21 – Part 2 – I called Customer Service to cancel my local phone and internet at my former address. First I got connected to a person who couldn't help me. I was then placed on hold and transferred to another operator. After a few minutes on hold I got to an operator who was very nice and was able to cancel my service. Unfortunately, I'm canceling my internet after only 11.25 months and I'm 3 weeks short of the 12 month contract I signed. Although I only paid $32 a month for internet, canceling 3 weeks early will cost me $49. Apparently my math is a bit off 3/4 of $32 is only $24 in my world, but $49 in Verizon's.
For your reference, my installation confirmation was VA00024107687. I encourage you to lookup my customer record to see just how screwed up your ordering system is.
Highlights include:
I have to hand it to you, you were able to change a customer's attitude in a very short amount of time. This is an amazing feat. I've done a 180, from huge proponent who couldn't wait to get service to a vocal disgruntled customer. Simply amazing.
Adam Stout
An Open Letter to Verizon:
On May 11th, I ordered the FIOS triple play (phone, internet, tv) online for my new residence in Virginia from my current residence in Pennsylvania (using my simple to install Verizon DSL). The online process was fast and simple. I did get an error through when I tried to schedule the installation. It gave me the default date of 5/19 which was unacceptable since I was moving in that day. I tried to change the date but when I selected 5/27 it gave me an error saying the time wasn't selected (which it was) so I had to select 5/19 to get the order to go through.
Two days later I received a call from customer service informing me the current resident still had service there. I missed the call so I called the number in my confirmation email. When I gave the operator my conformation number she responded that that was a Virginia order and I needed to call the office that handles those. I'm a bit unclear as to why you have one number to call if it takes you to the wrong place. The operator gave me the direct number to call (which I believe had a Richmond, VA area code). I hung up and called the new (direct) number in VA. In a few moments I was told I had the Pennsylvania office (even though I dialed Virginia. I'm very unclear how I got transferred back to the wrong state when I called a direct line. I was given another direct number to call and transferred to that office.
When I finally got a hold of someone in the correct office I thought I was making progress. Since I knew the resident had already placed the order to cancel the other utilities, I asked CS to check contact the current resident since the problem was on their side not mine. I also asked to reschedule the installation since the original date was unacceptable. The CS representative was able to talk to someone and offered me the installation date of 5/21 which was fine (although I would have preferred 5/20). The CS representative asked if it was ok to bring “dispatch” on to the line to confirm the appointment. I was placed on hold and then shortly disconnected. The irony abounds that I got disconnected while taking to the phone company. (If you look up this call, please note how long it took to bring up my record, at one point I thought I was disconnected it was so quiet on the operators side. I wasn't placed on hold, she was just waiting to see what was going on)
On 5/18, I received another call which I missed informing me the current resident had not canceled their service. I was rather busy packing and moving so I was unable to return the call.
On 5/20, I received another call about the current resident. While the CS representative asked about the current resident, I again stated that I knew that former resident had cancelled all the other utilities and since I'm now occupying the house, I'm sure they are no longer using the service. I asked her to check if there was still service here. She looked up the actual account information and saw that the service was disconnected on 5/18. She had called in reference to notes in my recorded but had not verified the information directly until I asked.
At this point, I'm all set to proceed with the installation but due to the delay caused by your inability to verify that the service was being canceled ensured that I couldn't get an install date anywhere close to when I wanted. The only dates available, the Friday before (5/22) and Tuesday (5/26) after Memorial day, were not acceptable since your installers require such a huge time window to show up (8am-5pm). The next available slot is 5/30.
I wanted to get FIOS since I heard about the amazing product and the great customer service. At this point I'm not very impressed but on the positive side I have a week and a half to take a look at the competition. Perhaps that can better serve my needs. I was all gung-ho about getting FIOS, but I wanted to thank your installation team for letting me take a step back and really decide if I want to be a customer of Verizon.
I received a mailer from Cox. They advertise that they can install the next day. I called them, talked to one person (without needing to be transferred) and they were out the next day to install all my services.
On 5/21, I called Verzion's call center to cancel my order. Even that was an ordeal. I called the number in the order confirmation email. I was asked by the automated system what I wanted to do and I was able to selected FIOS and cancel order. I was then connected to a person who said she didn't handle FIOS. She transferred me to a person who could cancel my order. I was then informed I was at the wrong call center and was transferred to a different location. I then entered the same voice prompts as before (FIOS, cancel, home account) and was connected to a real person. Once again the operator couldn't deal with FIOS so I was transferred to another person. Before my call was answered I was put on hold for a few minutes. The call took me over 22 minutes to simply cancel an order and required speaking to 4 different people. Cox was able to take my order in less time than that.
I'm am now feeling very relieved that I went forward with Cox instead of with Verizon. I can't handle dealing with you on the on-going basis. This was a horrible experience.
5/21 – Part 2 – I called Customer Service to cancel my local phone and internet at my former address. First I got connected to a person who couldn't help me. I was then placed on hold and transferred to another operator. After a few minutes on hold I got to an operator who was very nice and was able to cancel my service. Unfortunately, I'm canceling my internet after only 11.25 months and I'm 3 weeks short of the 12 month contract I signed. Although I only paid $32 a month for internet, canceling 3 weeks early will cost me $49. Apparently my math is a bit off 3/4 of $32 is only $24 in my world, but $49 in Verizon's.
For your reference, my installation confirmation was VA00024107687. I encourage you to lookup my customer record to see just how screwed up your ordering system is.
Highlights include:
- Calling an 800 number and being routing to the wrong location
- Calling a direct number and being routing to the wrong location
- Getting disconnected
- Calling me repeatedly to ask me a question about the previous residents (wouldn't it make more sense to ask them)
- Being given an installation date and later on finding out that it wasn't given to me
- Being prompted for a FIOS installation and then being told that person I'm connected to can't handle FIOS issues
I have to hand it to you, you were able to change a customer's attitude in a very short amount of time. This is an amazing feat. I've done a 180, from huge proponent who couldn't wait to get service to a vocal disgruntled customer. Simply amazing.
Adam Stout
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