Absolutely Ridiculous
posted on february 15, 2003, tag: verizon
I was supposed to have DSL two days ago. In fact, it had been turned on. But, you see, I'm going through Verizon. That alone should tell you there would be problems. Oh, and there were. A multitude, actually. Let me just quickly tell you that I don't have DSL right now.
When I called Verizon to set up this service two weeks ago, they checked my phone line and told me I was able to receive DSL. They started the ordering process, and my equipment was sent on its way. Verizon told me to wait for an email notification of the DSL start date. And so I waited. Until last Friday. February 14, at 6PM, my DSL would be 'clicked on,' and I would be able to set up the modem and start using it. Then, on Thursday, February 13, I got an email stating that my start date had been pushed back until February 24. Almost two weeks later. I was angry. I called Verizon and yelled at four different people, all of which told me it didn't matter if I was angry. I asked to talk to someone in charge of this, and they told me those people didn't talk to customers. "And even if they did, they would say the same thing to you—wait your turn, pal." I told them this was the worst customer service in the world and that I hated them. "Would you like me to transfer you to cancellations, then?" I couldn't believe it.
Four hours later, I guess they finally decided I was worth having as a customer, because I got an email stating that my service had been turned on. Thank god. I went home and set everything up. I plugged the modem into my computer, plugged the telephone line into the modem, and went about the setup process. But I couldn't get a signal.
I spent an hour on the phone with Verizon DSL Support, which eventually ended when they did a "real-world maintenance ping" on the line. They told me they didn't understand it, but I was way too far away to get service, and that I never should have been told I could have it from the beginning. I was furious. I spent the next day on the phone with other companies, trying to find someone who could provide service. I checked on DSL Reports, and was surprised to find that a distance check was well within range to not one, but two Verizon COs (central-offices). I signed up with Covad, and they said that even if Verizon couldn't do DSL, they might be able to. At least that's something, I thought. It's possible.
Then, by random chance, Katia called me from our apartment. When the number popped up on my cellphone, I was confused. I answered it, and asked where she was calling from. She said, "Home, where do you think?" I said that couldn't be true, because the incoming number wasn't our phone number. And then, quite suddenly, it all starting coming together.
See, three days prior, a Verizon guy came to our building to do some checks. Shortly after, we started receiving hundreds of calls from Asian people looking for someone named Sung. I kept telling them they had the wrong number, and asked them what they were dialing. They all said the same number, one that wasn't ours. I thought they were all just idiots. But they weren't. Because somehow, we had our phone number crossed with a 65 year-old Asian man who lives in Sunnyside, Queens. I bet you've already guessed that Verizon's "real-word maintenance ping" of our phone line had actually checked for a distance in Queens. And I bet you understand now that this mixup means the following: I can get DSL, Verizon is the worst company in the word, this is all their fault.
Needless to say, it's being fixed. Today our phone number issue was fixed, and I'm told DSL will be working by "the middle of next week." If any of you out there are going to have to choose a local phone company in the future, I urge you—do not choose Verizon. They could care less about you as a customer*. Their customer service is sub-terrible.
But thank god almighty, I will have DSL next week.
* As a glaring example of this, please take into account that Verizon charges you a $55 returning customer fee. This means if you go back to them after leaving, they actually charge you for your business. Disgusting.
Comments
There are 11 comments, comments are closed
Courtney on 02/15/2003:
Up in Ithaca, we were having trouble deciding which broadband service to sign up for. Initially we signed up for RoadRunner, which was suitable for three people in the summer, but absolutely horrible when our fourth house mate returned and the school session began. We assumed it was the service, so we signed up for Verizon DSL, which took about three weeks to get setup. While we waited for DSL to activate, I cancelled our RoadRunner account. First off, the Time Warner customer rep seemed genuinely interested in keeping me as a customer. She even offered to drop our monthly charge to $29.95 from our regular $44.95 if our cancellation was price related. After DSL was finally activated, we found that this was even slower than cable. The problem wasn't the line, just a faulty wireless router (the fourth person swapped his wireless router with the one we'd beem using over the summer). As it turned out, DSL was noticeably slower and more expensive.. So I called up Verizon and told them I wanted to leave. The conversation went something like, "You want to cancel? Ok, peace." (click) Glad to see they were interested in keeping me as a customer.
John on 02/15/2003:
I had a similar occurence with Verizon about a year ago.
When DSL was first offered in my city I called them up for service. They did all of their checks and such and told me I qualified. About a week later I received all of the equipment and told they would call me in a week.
A week and a half went by and no call. I called them to see what the hell was going on only to be told they made a mistake — I was too far from the CO (I didn't qualify).
Furious because this is the only broadband available in my area (no cable). I gave it a few months and decided to call them back. With still in posession of the modem they sent me previously I neglected to tell them about I asked for service once again. And once again they went through the whole process of sending out equipment, blah blah, only to tell me weeks later that once again I was too far from the CO.
So now I'm stuck with two modems and no service. Verizon can go to hell.
Linus on 02/16/2003:
Companies like Verizon should die a quick and painful death because they suck and no one likes them. Why the hell don't they?
Courtney on 02/16/2003:
Um, because Verizon is huge. They're one of the leading telecommunications companies in the East.
Linus on 02/16/2003:
Well, I knew that. That was more of a rhetorical question. The answer, of course, is that Verizon is an example of failed capitalism.
Linus on 02/17/2003:
Actually, I may be talking out of my ass about Verizon, but my view on capitalism is this: it was originally conceived as an economic system that made it possible for the common good and the self-interest of a company to be results of the same actions. Every company would try its best to out-do its competitors, and as a result consumers get the highest quality product for the lowest possible price. Consumers also have power, because the demand for any product or service is based largely on their preferences, and thus companies are controlled, in a way, by the public.
This is, in theory, the way capitalism is supposed to work (perfect competition). In theory, a company like Verizon, which provides low-quality service and treats its customers like shit, would go out of business, because people would get fed up with them and buy DSL from someone else. I don't know much about Verizon, but I'm guessing that this isn't happening because either they don't have competitors in a lot of areas, and/or because, being a big fat corporation, they've bought out the competition. Or maybe there are other reasons. But their service being what it is, it's obvious that they have used the capitalist system in such a way that should theoretically be impossible.
Capitalism fails in this way because it gives companies the ability to do these stupid things (abuse customers, employ strong-arm tactics, etc.), and the hope is that they won't be given the chance and that competition will keep them in line. It just doesn't seem to work out that way all the time.
Courtney on 02/17/2003:
Failed capitalism? Please explain, as I'm not sure I agree.
Courtney on 02/17/2003:
Fair enough. You've convinced me.
kapowaz on 02/20/2003:
And I thought we had it bad over here in the UK... for years BT held back ADSL rollouts across the country and kept the prices artificially high. Now they have a new chairman who recognises the importance of broadband, and suddenly ADSL is reasonably priced and pretty widespread.
I've heard people complain about Verizon before, and when I saw you mention you were signing up with them, a quiet alarm went off in my head wondering if you knew what you were doing. I was sure you knew, but alas you have been suckered...
My condolences!
Garrett on 02/20/2003:
Oh, let me tell you my friend. The story is just starting. Many more events have happened in the last few days. Stay tuned... I will post more wacky shit tomorrow.
Jad on 09/19/2003:
I recently moved to New York City. I ordered DSL Aug 28.
The order somehow did not get taken. Sept 4th I called Verizon, they said they will put in the order for DSL.
I waited a few days and no equipment. I had to call them again to get it. Apparently the troglodyte csr ordered the service but not the equiment.
I received the equipment. I waited for my line to be turned on. I was supposed to get service the 18th, it's the 18th no service.
I think Verison has a very badly organized trouble ticket system. They are using two or three systems that do not work together, so they f^$#% orders up all the time.
Tech support is worthless and the sales department is full of undertrained, infantile and irresponsible personnel.