| Faster Verizon DSL Service This is Bill Kula, a Verizon national media spokesman commenting on Laura Northrup's story in the Consumerist about our customer Michael trying to increase his DSL-based Internet speed with us that Karl cites here.
First, our DSL service introduced 11 years ago (and our fastest DSL service of up-to 7.1 Mbps offered two years ago and now available to 10 million households) is very safe, and in this regard, Karl's comments posted here are right.
I can't speak for the alleged words of the Verizon sales reps with whom Michael spoke, but do not take their comments literally.
When you use our 7.1 Mbps service, you don't need to call out the fire department for heaven's sake. Michael got poor service over the phone and should not have had to spend so much time simply trying to get information on our dry loop DSL service.
We owe him better and we are using this case as an opp. for serious coaching of members of our team. We'd like to continue providing Michael his high-speed Internet service. We personally spoke with Michael on Saturday (Dec. 12) and are resolving his situation to determine if he can in fact receive our up to 7.1 Mbps DSL service or not based upon his nearest DSL-enable central office that serves his home.
Customers can get lower dry loop DSL pricing when ordering online as compared to speaking to a rep at a center. That's one reason the rates provided to Michael are higher than what you will see in the following URL about our DSL pricing:
»www22.verizon.com/Residential/Hi···lans.htm
As you can see, online pricing for dry loop DSL is $19.99 for our up-to 1 Mbps service; $29.99 for our up-to 3 Mbps service; and $42.99 for our up to 7.1 Mbps service. Some related links on this site provide additional info. about our free modem offer for online orders, plus our free Wi-Fi service for our 3 and 7.1 Mbps customers.
For all readers of the Consumerist and Broadband ~ DSL Reports and Karl Bode, rest assured, our DSL-based service provides great value for the speed as compared to our competitors.
And when you use it, your house won't look like the over-the-top photo that supports the original story on the Consumerist. -- Bill Kula, APR, william.kula@verizon.com |
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 VanPremium
join:2009-07-08
New Orleans, LA | Hey Bill tell Verizon to hurry their ass up installing FiOS in DC |
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Reviews:
 ·Optimum Online
 ·Verizon Online DSL
| reply to BillKula
Re: Faster Verizon DSL Service Thanks for your sales pitch. It still highlights how useless your customer service centers really are. There wouldn't be much value to Verizon DSL if the company didn't offer promotional 12-month discounts.
Customers like me still do appreciate canceling and ordering new dry-loop service to retain the same promotional price. At least it helps keep your union workers employed. |
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| reply to BillKula
said by BillKula :
This is Bill Kula, a Verizon national media spokesman commenting on Laura Northrup's story in the Consumerist about our customer Michael trying to increase his DSL-based Internet speed with us that Karl cites here.
First, our DSL service introduced 11 years ago (and our fastest DSL service of up-to 7.1 Mbps offered two years ago and now available to 10 million households) is very safe, and in this regard, Karl's comments posted here are right. Sorry, but this last paragraph here is a sales pitch. Tooting your own horn is not a good way to tell your side of the story regarding a customer complaint.
said by BillKula :
I can't speak for the alleged words of the Verizon sales reps with whom Michael spoke, but do not take their comments literally. So much for calls being recorded for training purposes because this would have been the PERFECT example of why better training is needed.
said by BillKula :
When you use our 7.1 Mbps service, you don't need to call out the fire department for heaven's sake. Michael got poor service over the phone and should not have had to spend so much time simply trying to get information on our dry loop DSL service.
We owe him better and we are using this case as an opp. for serious coaching of members of our team. We'd like to continue providing Michael his high-speed Internet service. We personally spoke with Michael on Saturday (Dec. 12) and are resolving his situation to determine if he can in fact receive our up to 7.1 Mbps DSL service or not based upon his nearest DSL-enable central office that serves his home. This is all you had to say. Nothing more.
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| reply to Van
Re: Hey Bill I will. Washington, D.C. is a very important market for us, and we -- like you -- want to be able to have our 10 to 50 Mbps FiOS service and TV service in the Capitol District as soon as possible. -- Bill |
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Reviews:
·DSL EXTREME
| reply to BillKula
Re: Faster Verizon DSL Service $19.99 for up to 1M Service? I pay $21.99 for 1M Service on Verizon DSL(Flaky recently due to rain), That seems rather unfair and wrong...
It's bad enough Verizon DSL support is Flaky too. 
As to free wireless, I don't need It, As I have My own @ 108Mbps and It's paid for and I set It up all on My own. 
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»www.realtor.com/realestateandhom···12798476
»www.exitstrategyrealty.com/custom4.shtml
look for 37130 Calico Blvd |
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Reviews:
·Optimum Online
| reply to BillKula
One very big reason why I left Verizon for Cablevision is because of Verizon's use of India Call Centers. Verizon has no local physical store to walk into nor does it have anyone local who takes your calls. Verizon loves to hide behind the most annoying talking computer I have ever dealt with and then transfers you to India, only to be told that your house may burn down. |
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| reply to zoom314
not just that, I see many of my clients with 768/128 service. When I explain to them that new customers get faster speeds for less money, many just want to jump ship and go with a cable provider. Most believe that they've been gypped or taken advantage of not knowing they could get faster speed for less money. And when they call verizon, the price never changes... sure, they'll increase the spped to 1/378, but knowing that new customers pay less leaves Verizon's corporate image tarnished. |
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| reply to rick0204
We owe customers top service, no doubt, and we're working with the specific customer in question directly.
To your points, Verizon DOES operate local, retail store fronts across the country. Very few are in the Northeast where you live, however.
The overwhelming majority of our DSL focused call center reps are located in the United States, so I want to set the record straight in response to your comments. We do use some offshore call centers to assist with technical support for DSL so that we're able to help our customers around the clock. -- Bill |
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Reviews:
·DSL EXTREME
1 edit | said by Bill Kula :
We owe customers top service, no doubt, and we're working with the specific customer in question directly.
To your points, Verizon DOES operate local, retail store fronts across the country. Very few are in the Northeast where you live, however.
The overwhelming majority of our DSL focused call center reps are located in the United States, so I want to set the record straight in response to your comments. We do use some offshore call centers to assist with technical support for DSL so that we're able to help our customers around the clock. -- Bill
Yeah, Right, Verizon only has a wireless store in Barstow CA, I see no other Verizon store short of maybe Victorville CA nearly 35 miles farther down the freeway(just to get to Barstow It's about 11-15 miles depending on which end of town one wants to go to), Considering Yer trying to desert people in Rural areas to Frontier and that You've dropped the ETF for DSL customers(I told that to a CSR and they denied that I received an email to that extent from Verizon DSL, And that's a load of crap), Sounds like if the Frontier deal falls through, Which I hope It does unlike Fairpoint(more like Farpoint) and Hawaii Telecom, Which went through and one may be heading for Bankruptcy, I'm afraid Verizon will pull all DSL service in areas they couldn't get rid of just for spite(No DSLAMs).
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»www.realtor.com/realestateandhom···12798476
»www.exitstrategyrealty.com/custom4.shtml
look for 37130 Calico Blvd |
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Reviews:
·Comcast
·AT&T Southeast
1 edit | reply to rick0204
said by rick0204: Verizon loves to hide behind the most annoying talking computer I have ever dealt with Is it the valley girl voice? If so I feel your pain... and its even worse when you are a reseller. Takes on average 10-15 minutes to get to a warm body. Then of course when you get to the warm body you have to give them all the same information again. |
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DolganPremium
join:2005-10-01
Sun Prairie, WI Reviews:
·Charter
| reply to Bill Kula
Re: Faster Verizon DSL Service Why is it Management at Verizon is stuck on half truths?
quote:
The overwhelming majority of our DSL focused call center reps are located in the United States
The DSL focused reps in the US are SALES REPS, NOT TECH SUPPORT. The few support techs in the US are at tier 2+.
quote:
We do use some offshore call centers to assist with technical support for DSL so that we're able to help our customers around the clock. -- Bill
It may be "some call centers" that are overseas, but they contain 90%+ of all availible DSL tech support. |
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