sh.ai.ex

It seems that almost everyone in the blagosphere has an interesting story about customer service these days; and quite a few people are also familiar with the little Verizon fiasco that happened sometime ago (when verizon miscalculated the bill of a customer due to confusing rates).

I myself have run into some minor troubles with Verizon in the past, but they were nothing that a quick phone call could fix and I thought that I would never have to deal with the issues that some people have had with them in the past; that is, until this weekend came when my internet got cut off.

Well, being the internet dependent person I am, I was almost immediately heartbroken that my internet was suddenly disconnected after I came back from snapping some pictures. How was I going to share them? Oh, the horror. So, I immediately called Verizon to see what the heck was going on.

After sitting through the soul-less automated introduction and questions, I was finally transfered to tech support, where a nice enough guy had told me, after some digging, that my service was cut off due to a billing issue. The bill was due on the 19th, but it was still the 18th, so I figured something was up. The guy told me that they usually don’t disconnect that fast, but since the company was based on the east coast, they were 3 hours ahead of me; and they cut it off immediately.

But why so soon?

I didn’t understand this– why did Verizon cut off so fast? Isn’t there usually some kind of… notification? Isn’t that standard?

I thirsted for more information, but I couldn’t find out anymore– the departments I needed to talk to to get the information had closed much earlier.

Why in the world does Verizon’s most vital departments close at 6pm~8pm?

I was still feeling rather empty due to tech-deprivity; but after messaging some people and talking on the phone, I went to sleep.

After returning from class that day, I called Verizon again, paid off the amount the asked me for, and they kindly said that my connection would be back up within 2-24 hours; though I must have checked every 5 minutes for the first 4 hours. After realizing it wouldn’t be back anytime soon, I once again stepped back to primitive ways and made calls and went to sleep with a wavering hope that my internet would be back when I wake up.

After classes the next day, I was starting to feel really bored. It’s now that I realize more than ever that most of my entertainment came from the interblag. I drew. I took a shower. I napped. I watched TV; and yet, I was still bored. There was nothing here to consistently keep me occupied. I looked at the clock and realized that it had been 24 hours since I last called Verizon and my connection was still not back on.

After the same dull routine, I got through to Tech Support, where I found out that the order hadn’t even gone through yet. My payment was confirmed; but there was no order to turn my order back on. I was put on hold, where I sat through the same elevator, sleep-inducing music I had now become accustomed to.

I was eventually informed that although I had paid the exact amount that my bill had; there was another unpaid account I was not aware of. It was a holding account where all my non-active services lay unpaid. It was about 4 times more than the bill I had paid before; but desperate to get my connection back, I moped and emo’d until I finally decided to pay that amount also.

After paying both accounts, I now owed Verizon nothing. I called back and I was then informed (after going through the same sleepy hold music) that my connection would be back up within 2-4 hours. I was excited this time; I thought I might be able to see some results that day.

4 hours pass; and still nothing. I was ready to bury my head in the pillows as I continued to message people through a phone. I called Verizon again and after automated info, eventually got to tech support once more. I asked about my connection; and as usual, they bring up the order history.

“Well, I see the disconnect order, but I do not see an order for your connection to get back up”.

What?

I was getting frustrated due to this whole ordeal.

I was told that I needed to speak to the order department– which, lucky me, had already closed that day. I sighed frustratingly after I thanked the guy and got off the phone; making some last messages before going retiring to sleep that night.

The next day, after my classes, I immediately checked my computer for any type of connection, and after expectedly getting a connection error, I called Verizon again. Same procedure as always– automation, questions, transfers, and the holds.

I got to talk to a CSR and was told once again, that there was no reconnection order– so I was transfered to the orders department which was actually opened for once when I called, and was informed that my order got through that time and it would take some hours for the connection to be back up– within 2-24 hours. Now, is it just me or does that sound familiar?

I decided to hang up and made some messages via phone before once again, surrendering to sleep, expecting to make calls the next day once again– but since I had gone to sleep so early, I woke up at around 9pm or 10pm; and I decided I would test my connection again. Still nothing.

I called Tech Support, hoping for some kind of change this time; and knowing that the order actually went through, I had been hopeful since that earlier call. And this time, I was not simply bugging them in hopes for pushing my connection on; I had a reason to call. I was informed that someone would have been coming on the 23rd to install my FiOS; which I already had installed. So once I had been able to speak to an actual person, I told him of the situation– that I only needed to get my internet reconnected and that FiOS was already installed at my house.

He put me on hold and surprisingly, the music this time was actually an enjoyable classical piece which I cannot name. He came back on the line and said that he had been able to get the order pushed through and I would definitely have my connection soon. He tried to help me by setting up the router (it was the wrong address, but details later on), but we could not get through; so he told me that the next day, I should check for a connection, and if there isn’t one, to reset my router– And if there was still no connection, to call them once again.

I smiled a bit– finally, some progress! I messaged more and went to sleep, actually looking forward to the next day– today.

Well, I woke up, and before attending my classes, I checked my internet connection and still no luck! I didn’t worry that much about it though, and I went to my classes. After that, I picked up some food and went home, checking to see if my connection was alive– but alas, there was still an error message. I called Verizon once more and told them of my current situation. I was told to go mess with my router– with the right address this time (the first guy said -.-.1.1 when it was actually -.-.0.1) and after a few instructions and changing the way my router connected, it started to reset.

It finished and connected once more, the settings were right this time.

I saw my Gmail fetcher prompt me for confirmation of username and password.

A huge grin must have been on my face as that dialogue box came up and I quickly thanked the CSR for helping me.

The CSRs at Verizon themselves are really nice, informative and really do try their best to assist you in any way they know how. The only problem I would have to say is that their automated system really sucks are recognizing what I say even though I repeatedly say it clearly and loudly, their hold music is so ambient that I almost want to fall asleep– and most of all, their most important departments close way too damn early; making something that should be a really short process, such as reconnection of an existing internet line, into a long, 4-5 day ordeal that frustrates even the most patient of people.

I do have to say, I am impressed that the CSRs were as kind and helpful and good humored as they were. Mike, Jaime, Ken, Susan, and all those other people I spoke to were all generally nice; really reminding me to my previous post of not shooting the messenger. The problem lies deeper within.