| Verizons DSL support Like everyone else, I also went through the hell of trying to work with the outsourced "techs" in India when my 3.0 service dropped to slower than dial-up. I spent every day for a week dealing with India before I demanded an English spealking supervisor and was transferred to a San Diego location set up to handle calls escalated over the cultural/language barrier in India. Although they were more pleasant to deal with, I got conflicting stories: a field tech would be sent out (I had to be home) which never happened to I needed to downgrade my plan as my location was not eligible for the 3.0. That put me over the edge so I went to the corporate website and found a listing for people in the Media Affairs Department that included office phone numbers. Several calls went to voicemail, but eventually I reached a V.P. in the department who answered. After explaining the whole problem, he asked for my contact info and said someone responsible for my area would call me back. Sure enough, the next morning, I got a call from a Supervisor IN MY STATE. After listening to my experience to date, she said she would do some checking and call me back. One hour later, she called asking if I was going to be home for the afternoon as she was diverting a tech to handle my problem. She said she had checked with the engineering department and I should infact be able to get 3.0 and was on the "edge" to get even faster. She promised to stay on the problem until I was satisfied. Two techs came to the door about an hour later. They said they had been diverted from doing routine work in a town about 60 miles away. They were exceptionally professional and checked everything from the modem outward. They made some changes in my network interface box as well as rerouting my cable pair at several points between me and the CO. They explained that they had cut the distance to the CO nearly in half. Speed tests showed that they knew what they were doing as i was now getting over 3.0 consistently. That was over 3 months ago, the "ticket" is still open and the supervisor calls about every two weeks to check on my service. She credited me with 2 months service, cancelled my contract and put me on a month-to-month plan at the contract price.
Moral of the story: Upper level tech support based in the US does exist and you can speak to them, you just have to be resourceful and MAKE A LOT OF NOISE! I'm just hoping my service remains the same when the Verizon/Frontier deal goes into effect later this summer. I'm already collecting a list of phone numbers, just in case. |
