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Network Guy
Premium
join:2000-08-25
New York
kudos:2
Reviews:
·Future Nine Corp..
·T-Mobile US

1 edit
reply to cchhat01

Re: WTF!!! Verizon cut me off!!!

Sounds like the accidental service cancellation removed all possible promotional deals attached to the account. You would have had to start over as a new customer.

I wouldn't want to restore service at full price either, especially after a billing screw-up.


birdfeedr
Premium,MVM
join:2001-08-11
Warwick, RI
kudos:9
reply to TweakerInWA
Speaking in general, not specific to the OP: Folks who abuse CSRs generally lighten up the story in the re-telling.

"Now its about 640 am and i lost phone and tv as well... I am so pissed."

"This really pissed me off... I blew off steam trying to get her to understand"

There's account notes associated throughout the system. Done right, a CSR tomorrow will know you've been calling the last three days hoping to get someone who would write the discount you've been trying to get on a renewal. Maybe that factors in to just how deep a discount they will go.

There's no way of knowing just what the account notes show.

I don't have the temperament to be a CSR. On a bad day, there's bound to be a string of irate subscribers with no relief. At some point I would snap and "fat finger" a cancellation order. I could always claim "oops I must have hit the wrong key", and if they said that's one too many hit the road, I'd put it all on the customers, not myself. I'm glad I'm not a CSR. I wouldn't work out well as a Walmart greeter either, but that would probably be more fun.

My father told me it takes two to tango. Maybe that's why I never learned how to dance.


cchhat01
Dr. Zoidberg

join:2001-05-01
Elmhurst, NY
Reviews:
·Verizon FiOS
·RCN CABLE
·Earthlink Cable ..
reply to TweakerInWA
said by TweakerInWA:

"She finally came to the conclusion that this was probably a fat finger user error... that a cancellation took place on my account by mistake and apologized for my time wasted...."

So at this point, the point when they say "okay, we've made the mistake". This is the point when you say "F*** It"?... Seems you went through a lot to get to this point, why would you all of a sudden stop here? No way they toss out your agreement (contract) made 30 days prior, provider and customer came to an agreement "BOTH SIDES". It should either be in writing, or a recorded one. They would be breaking that agreement based on an error made on their side a few weeks later.... Something isn't adding up....Probably a tad more to the story...

I wish there were more... co-incidentally, the service ended exactly on the last day of my money back guarantee period and this made me think "do i really want to deal with issues like this?" Why subject me to rigorous troubleshooting and then telling me that my service ended because "I wanted to end it" when in reality some dipshit screwed up my existing service.

I actually went the trouble to drilling a hole in my room, re-wired their external wiring so that I can run ethernet from the ONT to my own router. I did this so that I can get better ping times that the 15ms latency i was getting before (it came down to 4.5ms~6.5ms on DSLR tweak test tool from the inital 12ms to 15ms). So I did all this hard work and thought Verizon is getting a bad rep for nothing. This was my opinion. It changed drastically when they pointed a finger at me saying "I wanted to cancel it". Seriously? The accusatory tone that is used at a customer really re-defined the low levels of customer service I've seen.

I don't want to pay money to be treated like crap. No matter if the rep I'm talking to may or may not be responsible for this mistake. Point is, in certain dire situations at least don't make the mistake of pointing the blame at the customer for the cancellation when all the person wanted to do was understand what went wrong with their service and wanting them restored...

If you're looking for more juice, then sorry to burst your bubble. Apart from all this, the only times we call Verizon customer care was to inquire about the move from COAX to Ethernet AND to discuss possibly moving my land line number from T-Mobile without any added fees.

I have to say that I loved the speed and the pings (after my conversion to ethernet). I'm sure at some point of time, I will want to use fios because of the nature that it is the fastest darn thing out here in my area. But all this just left a bitter taste. By the time I spoke with Jodie (my 2nd call that morning), my relationship with Verizon was done. I just needed her to come to the conclusion that it was "their" (read: Verizon's) mistake.

C
--
"Look at me, I'm Dr. Zoidberg, homeowner."


cchhat01
Dr. Zoidberg

join:2001-05-01
Elmhurst, NY
Reviews:
·Verizon FiOS
·RCN CABLE
·Earthlink Cable ..
reply to Capt_video
said by Capt_video:

This happened to me last March and it took almost 4 months to get everything right. They could not just resurrect my account, they had to give me a new account and I lost all my incentives and discounts. I finally got all of them back but it was a frustrating process. I wish you luck.

Yes at my last call, they said we would give you a new number and everything. Just imagine: If I had ported over my home number, what a nightmare that would have been.

I am going back to RCN. Their reps have never spoke to me in spite. They can have my business back anyday.

C
--
"Look at me, I'm Dr. Zoidberg, homeowner."

batsona
Maryland

join:2004-04-17
Ellicott City, MD
Reviews:
·Vonage
·Verizon FiOS
reply to cchhat01
A comedy of errors on Verizon's part. Ineptitude. Each rep tries & fails to deliver a happy customer. The ordering/billing system apparently runs the humans, not the other way around like it should be.

Its times like this that it seems Verizon's not capable of running/administering anything more complex than a bunch of phone switches, and a trillion cable-miles of copper. The old dog has failed to learn the new tricks.

McBane

join:2008-08-22
Plano, TX
If they just hired a little more quality techs and paid them a little better for quality CSR retention I'm sure customer service would improve greatly. Right now they probably just literally bring in people off the street, put them in a week of training, and turn them loose on the phones.

The problem is a public company like Verizon only cares about profit and management owned by stock holders want to pay bottom dollar for customer service or it will eat their profit margin.

What they fail to realize is investing in customer care is also an investment in retaining customers, which Verizon admits is it's biggest problem and how they can't meet current penetration goals in existing markets.

Stock holders and their drone management only care about the quick buck dividends, not long term company solutions.


Cheese
Premium
join:2003-10-26
Naples, FL
kudos:1
reply to cchhat01
You are saying you went to verizon to get better than 15ms ping times?

McBane

join:2008-08-22
Plano, TX
1ms to my gateway, gotta luv it.

McBane

join:2008-08-22
Plano, TX
reply to Cheese
stupid double lag post

rebus9

join:2002-03-26
Tampa Bay
Reviews:
·Verizon FiOS
·Bright House
reply to batsona
said by batsona:

Its times like this that it seems Verizon's not capable of running/administering anything more complex than a bunch of phone switches, and a trillion cable-miles of copper. The old dog has failed to learn the new tricks.

At $DAYJOB, I interact with a lot of telecom folks.

The interesting thing about Verizon is that in general, their call center reps are among the worst I've dealt with. Conversely, Verizon's higher level engineers-- who most people never get to speak with-- are among the best I've dealt with.

It took 2 full months, from October until December, to get a cancellation of a single business phone line processed and a credit issued. Two months!!

Yet, working with their data network team on circuit turn-ups, I interact with some VERY clued people and it's no wonder their network works so well.

My (silly) theory is, Verizon spends so much money for top engineering talent who are hidden away in the NOCs, that there isn't enough left over to pay for "good" phone reps.


cchhat01
Dr. Zoidberg

join:2001-05-01
Elmhurst, NY
reply to Cheese
Yes my ping times to gmail.com were anywhere between 2.5ms to 5ms...
tweaktest on dslreports (after coax to ethernet) were around 4.5ms to 7ms (max)
--
"Look at me, I'm Dr. Zoidberg, homeowner."


FiosNJ

@verizon.net
I'm a long time lurker. First time poster. In 2007 i worked for Verizon selling FIOS. We were hired as CSR agents but we had to sell. In my month long training, we never ever focused on service, only about sales. Even if the customer called to complain or about their bill, we still had to try and sell them something. We had a quota to meet. Verizon does not care about servicing the customer. Only selling something to them.

elefante72

join:2010-12-03
East Amherst, NY
reply to TweakerInWA
That doesn't make any sense. According to OP when they called the cancellation request was ALREADY made when they called, and then two people call and one hangs up. Then the next day the cancellation request comes AFTER the original cancel request.

And only internet goes off, not phone or cable?

Not to say it can't happen, but the timing of the events seem incongruous.

Verizon has definitely messed up a bunch of items for me, but never cancelled and they always fix the problem (which is their billing and cs, not their techs which awesome except for CC until you get to level 2).

I don't know how that early morning call went down, but of you are an jerk, you may get the shaft. Most of cs people aren't highly paid, so rather than being professionals they may take it out on the customer for being a jerk. I certainly don't agree with that, but it happens all the time so I would err in caution. My customers are jerkall the time, but I just take it in and do my best. There is nothing more satisfying to turn around a bitter customer into a supporter. It's real easy to do tit for tat though, and that is what keeps people down in the careers and lives ultimately....