| reply to BillKula
Re: Faster Verizon DSL Service 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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